Blocking sensitive information in Zoom Contact Center

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Zoom Contact Center admins can block consumers from sharing sensitive information in a web chat, in-app chat, or SMS engagement. You can block information by configuring regular expressions to detect certain strings or numbers. 

When consumers attempt to send a chat message that contains sensitive information, they will be notified with an automated message stating that their message couldn't be sent because it contains sensitive information. The assigned agent will also see this notification.

Note: This feature blocks sensitive information in the actual chat conversation. You also mask consumers' information that's visible to agents.

This article covers:

Prerequisites for blocking sensitive information

  • Account owner or admin privileges; or relevant role/privilege
  • Pro, Business, or Education account
  • Zoom Contact Center license
  • Knowledge of regular expressions

How to block sensitive information

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the left-side panel, click Privacy and Data Retention.
  4. In the Block Sensitive Information section, make sure the toggle is enabled.
  5. Click Add Regular Expression. and enter the following information:
    • Name: Enter an internal display name for the regular expression.
    • Add Regular Expression: Enter the regular expression to block sensitive information.
  6. Click Save.

How to edit existing rules for blocking sensitive information

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the Block Sensitive Information section, click one of these options:
    • Pencil icon : Edit the existing display name or regular expression.
    • Trash bin icon : Deleted the existing regular expression.

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