Blocking sensitive information in Zoom Contact Center
Zoom Contact Center admins can block consumers from sharing sensitive information in a web chat, in-app chat, or SMS engagement. You can block information by configuring regular expressions to detect certain strings or numbers.
When consumers attempt to send a chat message that contains sensitive information, they will be notified with an automated message stating that their message couldn't be sent because it contains sensitive information. The assigned agent will also see this notification.
Requirements for blocking sensitive information
- Pro, Business, or Education account
- Account owner or admin privileges; or relevant role/privilege
- Zoom Contact Center license
- Knowledge of regular expressions
How to block sensitive information
- Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
- In the navigation menu, click Contact Center Management then Preferences.
- In the left-side panel, click Privacy and Data Retention.
- In the Block Sensitive Information section, make sure the toggle is enabled.
- To the right of Regular Expression, click Add, and enter the following information:
- Name: Enter an internal display name for the regular expression.
- Add Regular Expression: Enter the regular expression to block sensitive information.
- Click Save.
How to edit existing rules for blocking sensitive information
- Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
- In the navigation menu, click Contact Center Management then Preferences.
- In the Block Sensitive Information section, click one of these options:
- Pencil icon
: Edit the existing display name or regular expression. - Trash bin icon
: Deleted the existing regular expression.
Notes: