Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Content disappearing from messaging tickets without anybody redacting it. On messaging this usually comes from a Sunshine Conversations option called maskCreditCardNumbers, which works independently of your Admin Center settings, so searching your redaction rules finds nothing and the account looks correctly configured.
Symptoms
- Text replaced in a messaging conversation with nobody having redacted it.
- Order numbers or references removed as though they were card numbers.
- It happens on messaging and not on email.
- Your Admin Center redaction settings do not explain it.
Is it the Sunshine Conversations option?
That option masks credit card numbers and other number strings in messaging tickets, and it is not shown or controlled in Admin Center. If the removed value was a run of digits in a messaging conversation and nothing in your settings accounts for it, this is the cause.
It is switched off through an API request to the appropriate endpoint, which needs valid credentials. If you do not have API access, pluscloud support can arrange it with your authorisation.
Is it the account setting instead?
The Redact credit card numbers setting in Admin Center also acts on arrival, so nobody ever sees the original. It works on numbers of 12 to 19 digits using the Luhn algorithm and card prefix checks, and a long numeric reference can satisfy those tests.
There is nothing to tune here: it is a checkbox, not a pattern you can narrow. The choice is on or off, so if your own references keep matching, that is the decision in front of you.
Is it a redaction trigger?
If you have the Advanced Data Privacy and Protection add-on, somebody may have built a trigger with the Ticket > Redact action. That one you can narrow: review what each trigger matches, including the near misses, and test before deploying again.
Why messaging specifically
Customers type differently in chat: short messages, numbers without spacing or labels. A reference typed as a bare string of digits looks far more like a card number than the same reference written in an email with context around it.
Do not simply switch protection off
Card redaction prevents a real problem. Work out which of the three mechanisms is acting before you change anything, because two of them have no pattern to adjust and turning them off trades one problem for a worse one.
Comments
0 comments
Article is closed for comments.