Use this article to turn on content redaction for a Fin for platforms workspace, understand what the built-in and custom rules detect, and see what does and doesn't change for your customers. This is for admins on a Fin for platforms workspace (Zendesk, Salesforce, Freshdesk, or HubSpot).
What is content redaction?
Content redaction automatically scrubs sensitive data out of the conversation content Fin stores, replacing any matched text with asterisks. Content redaction is available on Fin for platforms workspaces (Zendesk, Salesforce, Freshdesk, and HubSpot), as well as on Intercom Helpdesk workspaces.
Why use content redaction?
Use content redaction to keep sensitive data, such as credit card numbers or Social Security numbers (SSNs), out of what Fin stores from a conversation, without having to change anything in your underlying helpdesk.
Automatically catch common sensitive data types using built-in rules
Add your own rules for business-specific data, such as internal account IDs
Reduce the sensitive data retained in Fin's records, without altering the original conversation in your helpdesk
How to set up content redaction
To enable content redaction:
Go to Settings > Security > Data.
Find the "Content redaction" section.
Toggle on the built-in rules you want to use, and/or add your own custom rules.
Content redaction is off by default, so no rules are applied until you enable at least one. Once enabled, redaction applies going forward to new messages — it does not retroactively redact content already stored.
What do the built-in rules detect?
Two built-in rules are available out of the box, and each can be toggled on or off independently:
Rule | What it detects | Redaction format |
Credit Card (PAN) | 15–16 digit card numbers (personal account numbers, or PANs) that pass a Luhn algorithm check | Last 4 digits are kept visible (e.g. ****9561) |
Social Security Number (SSN) | US 9-digit Social Security numbers | Fully redacted |
How do custom rules work?
You can add up to 10 custom rules to redact business-specific data, such as internal account IDs or policy numbers. Custom rules replace the full matched text with asterisks — unlike the Credit Card rule, custom rules don't support partial preservation of any digits.
Note: Content redaction only affects the data Fin stores. The original message in your helpdesk (Zendesk, Salesforce, Freshdesk, or HubSpot) is not changed.
FAQs
Is content redaction on by default?
No, content redaction is off by default. You need to enable it from Settings > Security > Data before any rules apply.
Does content redaction change the message in my helpdesk?
No, content redaction only changes the data Fin stores. The original message in your helpdesk (Zendesk, Salesforce, Freshdesk, or HubSpot) is not changed.
How many custom rules can I add?
You can add up to 10 custom rules, in addition to the built-in Credit Card (PAN) and Social Security Number (SSN) rules.
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