PII and compliance
Detect and protect personal information in customer conversations.
PII means information that can identify a person. A PII guardrail can detect and protect this information in incoming and outgoing messages.
Standard PII detection
The standard PII rule can detect common structured values, including:
- Email addresses and phone numbers
- Credit card numbers
- Turkish ID numbers and other national IDs
- IBANs and bank details
- IP addresses and URLs
- Crypto wallet addresses
Full PII adds context-based details such as names, locations, identifying dates, nationality, religion, political references, and health identifiers.
Redact or block
- Redact replaces the sensitive value with a typed token while keeping the rest of the message.
- Block rejects the message and asks the customer not to share that data in chat.
Example:
My email is [EMAIL_REDACTED] and my card is [CARD_REDACTED].You can customize the replacement tokens.
A practical starting point
Use a PII rule on both incoming and outgoing messages. Redaction is suitable for many support conversations because it keeps useful context. Use blocking or Full PII when the assistant handles more sensitive cases.
Also limit the data you collect, protect connected systems, and follow your own retention and deletion policies.
Guardrails support your privacy controls but do not provide legal compliance on their own. Your configuration, business processes, and legal obligations still apply. Get professional advice when needed.
See Visitor journey for IP, URL, and visitor deletion behavior.