Source
Customer data protection — found from sitemap — Intercom
Checked for Intercom on 1 Oct 2026
- Page
- https://www.intercom.com/help/en/articles/13925174-redacting-sensitive-data-in-conversations-with-custom-rules
- Checked
- 1 Oct 2026, 11:45 UTC
- How we may use it
- Public page, crawling permitted
Technical details
- type
- page
- http status
- 200
- content hash
- sha256:e2fc18d5176c3449984a590ba072c9b8187c0e971d332bc8769c19d4ae8a6af6
- permission
- robots_ok
- screenshot
- Screenshot on file (internal exhibit, not published)
Cited by
Facts read from this source
-
Redaction overwrite Report an error
“Any matched text is replaced — the original data is overwritten in the database and cannot be restored.”
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Pan preserve last4 Report an error
“For credit card numbers (PAN), the last 4 digits are preserved (e.g. ****9561). All other rules replace the full match with asterisks.”
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Builtin rules Report an error
“Credit Card (PAN) 15–16 digit card numbers that pass a Luhn algorithm check ****9561 (last 4 digits visible) Social Security Number (SSN) 9-digit numbers, with or without dashes ********* (fully redacted)”
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Custom rules limit Report an error
“You can define up to 10 custom rules using regular expressions.”
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Custom rule requirements Report an error
“A name (up to 100 characters) to identify the rule in your settings A regular expression pattern that matches the data you want to redact”
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Pattern validation timeout Report an error
“Patterns are validated before saving to ensure they won't cause performance issues.”
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Redaction not saved Report an error
“When an end user enters any content which matches a rule, it will be redacted in the UI before being saved and is not saved in the Intercom database.”
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Redaction settings path Report an error
“Navigate to Settings > Workspace > Security > Data and find the Content redaction section.”
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Redaction channels Report an error
“Web Messenger Mobile iOS SDK Mobile Android SDK Inbound email Call transcripts”
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Redaction irreversible Report an error
“No. Redaction is irreversible — the original data is never saved to the database and cannot be viewed or restored.”
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Redaction timing Report an error
“Redaction happens as messages are received, before they are saved. There is no delay.”
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Multiple rules Report an error
“Yes. All enabled rules run together. If multiple rules match different parts of the same message, each match is redacted. If two rules match overlapping text, the longer match takes precedence.”