Redacting personal data in Zoom Virtual Agent

The Personal Data Redaction feature in Zoom Virtual Agent allows admins to manage the handling of Personally Identifiable Information (PII) within bot transcripts. When enabled, the system automatically analyzes transcripts to identify Personal Data Entities and replaces them with generic placeholder text. This ensures that sensitive information is fully protected and cannot be viewed by anyone.

For example, if a bot transcript contains a phone number like (123)-123-1234, the system will replace it with [PHONE] in the transcript, safeguarding the sensitive data without exposing it.

Any updates made to the personal data redaction settings are automatically synchronized between Zoom Contact Center and Zoom Virtual Agent.

Note: Redacting personal data is separate from the following features, which apply to different areas of Zoom Virtual Agent and have different use cases.

Requirements for redacting personal data in Zoom Virtual Agent


Important: Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Virtual Agent cannot guarantee 100% accuracy when detecting personal data. Users of this feature are responsible for ensuring the accuracy of the redaction results.

Table of Contents

How to enable or disable personal data redaction

By default, personal data redaction is enabled to ensure that sensitive information is removed from bot transcripts.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Virtual Agent.
  3. Under Chatbots, click the Preferences tab then the Account sub-tab.
  4. Scroll down to the Redact Personal Data section.
  5. Click the toggle to enable or disable personal data redaction as needed.

How to manage personal data entity types

  1. Access personal data redaction settings.
  2. In the Redact Personal Data section, click Manage Entity Types.
  3. Select or unselect the types using the checkboxes. You can also remove types from the current selection by clicking the remove icon in the Selected section.
  4. Click Save.