Protect Sensitive Data with PII Anonymization

We're excited to launch PII Anonymization—automatically protect your customers' personal information before it reaches your AI models, while keeping conversation context intact so your team can deliver excellent support.

What is PII Anonymization?

PII Anonymization is your automatic privacy shield that sits between your customers and your AI systems. Think of it as a smart filter that identifies and masks personal information—like email addresses, phone numbers, credit cards, and national IDs—before that data reaches your AI models or gets stored in Chat Data.

🔒 Works Automatically - Once enabled, every customer message is scanned and sensitive data is replaced with consistent placeholders like EMAIL_1 or PHONE_1.

💬 Preserves Context - Your AI and support team still see the full conversation flow and can reference "the email address" or "that phone number" without seeing the actual values.

🎯 Granular Control - Choose exactly which types of personal data to protect, and apply different rules per workspace or integration.

Why This Matters for Your Business

When customers share personal details with your chatbot, you want to provide great service while keeping their information secure. PII Anonymization gives you both:

For E-commerce & Retail Customers naturally share order numbers, shipping addresses, and payment details. Anonymization lets your AI help with order tracking and support without exposing sensitive transaction data to third-party models.

For Healthcare & Wellness Patient inquiries often include medical IDs, insurance numbers, and personal health details. Keep your AI assistance HIPAA-friendly by masking identifiers before they reach your LLM provider.

For Financial Services Banking and fintech conversations involve account numbers, tax IDs, and transaction details. Anonymization protects customer data while your AI provides account support and answers questions.

For Everyone 🛡️ Customer Trust - Show customers you take their privacy seriously by protecting their data by default. 📊 Safe AI Training - Use conversation data to improve your chatbot without worrying about sensitive information leaking into training sets. ✅ Simple Compliance - Meet GDPR, CCPA, and SOC 2 data minimization requirements without building custom middleware or rewriting your workflows.

What You Can Protect

PII Anonymization gives you fine-grained control over exactly which types of personal information get masked. Here's what you can configure:

Built-in Protection Categories

Toggle anonymization for any of these common personal identifiers:

👤 Name - Person Identification - Full names and personal identifiers
📧 Email Address - Email addresses in any format
📱 Phone Number - Phone numbers with international format support
💳 Credit Card Number - Payment card numbers and related tokens
🌐 IP Address - IPv4 and IPv6 addresses
📍 Location - Address Information - Physical addresses and location details
🆔 Tax Identification Number - Social security numbers, VAT IDs, and tax identifiers
🏥 Medical Information - Medical license numbers and health identifiers
🏦 Banking Details - Account numbers, IBAN codes, and routing numbers
🚗 Government IDs - Passport numbers, driver's licenses, and national ID cards

Smart Placeholders

When data is anonymized, it's replaced with consistent, descriptive placeholders like EMAIL_1, PHONE_2, or CREDIT_CARD_1. This means:

Your AI can still reference "the email address" in conversation naturally
Your support team sees the full conversation flow and context
Automations and workflows continue working without modification
The same email address always gets the same placeholder ID within a conversation

How It Works

PII Anonymization operates automatically in the background with zero workflow changes required. When a customer shares sensitive information, the system instantly detects and replaces it with consistent placeholders like EMAIL_1, PHONE_1, or CREDIT_CARD_1 before the data reaches your AI models or gets stored.

Your AI and team still see full conversation context and can naturally reference "the email address" or "that phone number" without ever seeing the actual values. This means you can analyze patterns, train models, and deliver excellent support while keeping customer data private by default.

Getting Started

Ready to protect your customer data? Head to Settings > Privacy in your Chat Data workspace to enable protection categories and start anonymizing sensitive information automatically.