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.
Can I redact something from a messaging conversation?
Open the ticket and redact the content as you would on any other. Comments and attachments can both be redacted, the text is removed, and the comment stays behind showing that something was taken out.
Two prerequisites catch people:
- Agent Workspace has to be active.
- A chat role is required to redact in a chat or messaging conversation. An admin without one finds the option missing and concludes redaction is unsupported here.
It is irreversible, so read what you are removing first.
The caveat, which is wider than the customer's phone
Redacting cleans your record and nothing else. The underlying conversation is not edited on the social messaging platform, nor in any third-party integration carrying the same conversation.
So on WhatsApp, Facebook or Instagram the message stays where it was, on the platform as well as on the customer's device. Your copy is cleaned, the rest is not, and you cannot reach it.
What do I do when it happens?
A customer sending a password, a card number or an identity document into a chat window 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 strips card numbers as they arrive, leaving the first six and last four digits, and it only acts on what arrives after you switch it on. A line in your greeting asking people not to send sensitive details covers some of the rest.
Neither is complete. Agents knowing what to do when it happens anyway is the part that always counts.
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