What is PAN redaction?
Fin offers a PAN redaction feature which scans conversation content for numbers that look like credit card numbers and that pass a Luhn check. If a matching number is found, it will be masked up to the last 4 digits of the number, for example ************9561. Any matching numbers are fully redacted and not saved to the database. They cannot be restored.
Enable PAN redaction within conversations
Once enabled, PAN redaction can be managed by navigating to Settings > Security > Data and checking the Enable content redaction.
Note: PAN redaction is currently only available to select customers. To request access, please reach out to our Support team.
Supported channels
PAN redaction is currently supported on the following channels:
Web Messenger
Mobile iOS SDK
Mobile Android SDK
Inbound email
Call transcripts
Note: Whilst every effort is taken to reduce false positives, they can still occur. Long ID numbers, for example, can pass various credit card number checks and could end up being redacted. Any redacted parts can't be restored.
FAQs
How do I view a number that has been redacted in error?
How do I view a number that has been redacted in error?
Redaction is a destructive action which wipes the original number from our conversations completely. You won't be able to view or restore any number that was redacted.
What's the customer experience of this?
What's the customer experience of this?
Customers will see a redacted version of the affected number in web Messenger and both iOS and Android SDKs. The number will also appear redacted in the conversation in the Inbox.
Once data is redacted, is it in the Fin database?
Once data is redacted, is it in the Fin database?
When the data is redacted, it is removed from the Fin database completely.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts