Under Settings > Bot Setup, there's a tab for Filters and Redactions. Activating these filters prevents the addition of questions to the Improve view if they contain any of the following:
- A link
- Sensitive information (credit cards, SINs, SSNs, addresses)
The filters do not stop gibberish, links, profanity and sensitive information from appearing in the chat and in the Conversations view on the Ada dashboard.
Special Considerations for the Sensitive Information Filter
When this filter is turned on, sensitive information is still visible in the chat interface and in the Conversations view of the dashboard. The data is also stored on Ada's database. If you would like sensitive information scrubbed out, read more about Redaction below.
PII Redactions provides a more thorough filter for sensitive data. In contrast to the Sensitive Information Filter, PII Redactions scrubs chatter information from the chat interface and dashboard. By extension, the sensitive information is not stored in the Ada database.
Redaction of credit card information is a mandatory filter. It is active by default in all bots, and can't be switched off.
Interaction Between Sensitive Information Filter and Redaction
If you have the Sensitive Information Filter toggled on as well as Redaction enabled, Redaction will override the filter. The original question will appear in the Improve view (if Unanswered/Not Helpful) but the sensitive information will be redacted. By extension, the sensitive information will not be stored in Ada's database.
For clients with personalization features enabled, you also have the option to utilize the Sensitive Variable, which can be used to handle sensitive customer information. Its value is always redacted in the Ada bot dashboard and is permanently deleted after 24 hours.
When creating Sensitive Variables in the answer editor, you select Availability > All Answers (Redacted), and saved sensitive variables are yellow in color.
For more information on the sensitive variable, please see this article.
For any additional questions, contact your Customer Success Manager or email us at: email@example.com