Create and manage data-masking rules

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Use data masking to block sensitive data such as credit card information, social security number (SSN), or even profanity in a conversation. You can create a masking rule and define a regular expression to identify the sensitive information and replace it with the masked characters. Any text that's masked in a conversation will also be masked in the conversation transcript. Data masking works for chat and async channels.

Masking rules can be configured to apply to messages sent by a customer, an agent, or both. You must make sure that the masking rules you want applied are set to Active; otherwise, they won't apply to the selections you make.

Data-masking rules

You can choose to:

  • Mask private agent data from the customer: Data the agent sends is masked for both the customer and agent for live chat and async channel messages.
  • Mask private customer data from the agent: Data the customer sends is masked for both the customer and agent for live chat, but only for the user interface of the agent when using async channels.

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 SSN, if provided in a message.

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


  • Only an administrator can access and edit data-masking rules.
  • Only 10 data-masking rules, including the rules provided out of the box, can exist in Omnichannel for Customer Service.

Create a data-masking rule

Create a masking rule

  1. Sign in to Omnichannel Administration.

  2. Go to Settings > Data Masking.

  3. In Masking rules, select New Masking Rule under the ellipsis to create a new data-masking rule.

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

    • Name: The name of the masking rule.

    • Description: An optional description of the masking rule.

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

  5. Note that by default, the number sign (#) is used to mask sensitive data. To test the data masking as defined by the specified regular expression, enter a value in the Enter test data field. The masked value is displayed in the Masked test data field.

    Email masking rules

  6. Select Save.

Manage data-masking rules

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

Manage masking rules

  1. Sign in to Omnichannel Administration.

  2. Go to Settings > Data Masking Settings.

  3. Under Masking rules, select the ellipsis to see the options for managing an existing masking rule.

  4. To activate, deactivate, or delete a masking rule, select the rule, and then select the appropriate action from the list.