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Mask or redact certain words in Incident threads

edited Aug 18, 2022 4:15AM in General Technical Discussions


Customers sometimes include things they shouldn't e.g. bad language, passwords, etc. This Extension allows agents to redact the contents inside a thread. It masks the old thread by replacing the highlighted word with [REDACTED]. The redacted word can be stitched back so that the agent can see the original text.

This document will provide detailed instructions for configuring the extensions along with a sample use case.

Sample Use Case

Given a thread in an incident, the user entered a word or a sentence that needs to be redacted or masked. 

For example, in the following incident, the requirement is that the word 'name' from the thread is to be redacted. The thread should be updated with [REDACTED] in place of the actual redacted word. Also, when the agent hover over the redacted word, the actual word should appear and should be highlighted, thus it becomes easy to identify. 

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