Messenger Redaction

Our ServisBOT V2 Messenger will redact sensitive information in messages where possible. The redaction rules occur at the edge of the messenger, before any input gets to our backend. Right now the following forms of sensitive data are redacted from messages:

  • Credit Card Numbers - an example of credit card redaction in our V2 messenger can be seen in the image below.
    Credit Card Redaction

  • Social Security Numbers - an example of social security number redaction in our V2 messenger can be seen in the image below.
    Social Security Number Redaction

  • Phone Numbers - an example of phone number redaction in our V2 messenger can be seen in the image below.
    Phone Number Redaction

  • Emails - an example of email redaction in our V2 messenger can be seen in the image below.
    Email Redaction

  • Custom Redaction Rules The ServisBOT Messenger supports the ability to configure an array of rules to redact information from messages before they enter the system. The rules support Regular Expression syntax, an example of their configuration is shown below:

{
  "customRules": [
    {
      "enabled": true,
      "exclusionSize": 4,
      "name": "policyNumber",
      "rule": "[0-9]{9}"
    },
    {
      "enabled": true,
      "exclusionSize": 0,
      "name": "cvv",
      "rule": "[0-9]{3}"
    }
  ]
}

Rules are configured by ServisBOT as an array in your organization’s configuration. Each entry is a JSON object that contains

  • enabled - if true, apply this redaction rule
  • exclusionSize - if greater than zero, ServisBOT will not mask the number of characters requested at the end of the string, e.g., an exclusionSize of 4 will result in *********3445.
  • name - an identifiable and descriptive name
  • rule - the Regular Expression used to identify the content to redact

Redaction rules are executed serially in the order they are defined.

To enable custom redaction contact your ServisBOT representative and provide the rules in the above format.

The Regular Expressions are evaluated within the user’s browser, for optimum performance the Regular Expressions must be compatible across all target browsers.

ServisBOT will never ask you for personal information such as your credit card details or your social security number. The above images are just for demonstration purposes.

If you have been using our V2 messenger before the 16th of June 2020, it’s possible that this feature is not enabled for your messenger. To get it enabled for your organization contact your ServisBOT sales rep.

Additional Redaction