Create and manage data masking rules

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0

[This topic is pre-release documentation and is subject to change.]

Data masking allows you to block sensitive data such as credit card information, social security numbers (SSN), or even profanity in a conversation. You can create a masking rule and define a regular expression in it to identify the sensitive information and replace it with the masking character. The masking rule applies to every message sent by a customer through a chat or an SMS channel. If an agent sends any sensitive data to a customer, it will not be masked.

The following masking rules are provided out of the box:

  • Credit Card: Masks the credit card number, if provided in a message.
  • Email: Masks the email address, if provided in a message.
  • SSN: Masks the social security number, if provided in a message.

As an administrator, you can delete or modify out-of-the-box masking rules and create new masking rules.

Note

  • Only an administrator can access data masking rules.
  • Only 10 data masking rules, including out of the box masking rules, can exist in Omni-channel Engagement Hub.

Create a data masking rule

  1. Sign in to Omni-channel Engagement Hub.

  2. Go to Administration > Data Masking.

  3. Select New to add a data masking rule.

  4. On the New Masking Rule page, provide the following information:

    • Name: Name of the masking rule.

    • Description: Optional description of the masking rule.

    • Regular expression: Regular expression to identify the data to be masked.

      Note

      By default, the # symbol is used to mask the sensitive data.

  5. To test the data masking as per the specified regular expression, enter a value in the Enter test data field. The masked value is displayed in the Masked test data field.

    Data masking rule

  6. Select Save.

Manage data masking rules

Once a masking rule is created, you can activate a rule, deactivate a rule, or delete it permanently.

  1. Sign in to Omni-channel Engagement Hub.

  2. Go to Administration > Data Masking.

  3. Open the masking rule to be managed.

  4. To activate a masking rule, select Activate from the toolbar at the top of the screen.

  5. To deactivate a masking rule, select Deactivate from the toolbar at the top of the screen.

  6. To delete a masking rule, select Delete from the toolbar at the top of the screen.