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New Redaction feature protects customers' information

Perri Maxwell
July 30th, 2018 — Quick read

We’ve always supported our clients in maintaining the privacy and security of customer information. That’s why we’ve introduced a new platform feature, Redaction, which adds an additional layer of protection.

With Redaction, credit card information will not be visible or stored within our platform. In compliance with the Payment Card Industry Data Security Standards (PCI DSS), anytime a customer shares credit card information in conversation with an Ada bot, the digits will be immediately scrubbed-out in the chat, dashboard and back-end.

Credit card information is redacted in the chat interface Screen 1

Credit card information is redacted in the Conversations view of the dashboard Screen 2

Redaction of credit cards is non-configurable, and is mandatory for all bots. However, we may configure Redaction to scrub out phone numbers, email address, SINs and SSNs, upon request. If you need any of this information redacted in your bot, please contact your Customer Success Manager.

There are no additional steps for you to take, and we will roll out Redaction to all bots on August 1, 2018.

We will inform you of additional features and rollouts taking place as we strive for PCI DSS compliance.

Note: Redaction is different from the Filters in your Settings view. Read more about Filters vs Redaction here.


If you have any questions regarding Redaction and PCI DSS compliance, feel free to email privacy@ada.support. Together we can continue to provide a secure and reliable customer service experience.

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