Plan requirement
| Subscription | Any plan |
| Access | Agent |
Yes. A messaging conversation is a ticket, so redaction works the same way, with one caveat about the customer's copy.
How
Open the ticket and redact the content as you would on any other. The text is removed and the comment stays, showing that something was taken out.
The caveat
Redacting removes it from your record. It does not remove it from the customer's device, where their own message is still visible in the conversation.
That matters when the reason for redacting is that they sent something sensitive: your copy is cleaned, theirs is not, and you cannot do anything about that.
When this comes up
A customer sending a password, a card number or an identity document into a chat window. It happens because a conversation feels informal.
Redact promptly, and tell them plainly not to send it that way and what to do instead.
Preventing it
Automatic redaction can strip card numbers as they arrive, and a line in your greeting asking people not to send sensitive details reduces the rest.
Neither is complete. Agents knowing what to do when it happens is the part that always matters.
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