Can I manually redact information in a messaging ticket?

Question

A customer sent sensitive information in a messaging ticket. Can I manually redact the information in a messaging ticket? 

Answer

Yes, you can manually redact information from messaging tickets created after April 2022. Wait until the  messaging conversation is inactive to redact. If the ticket was created before this date and contains sensitive details, delete the ticket or create a new ticket to capture any non-sensitive details.

Credit card information is automatically redacted in messaging. This internal redaction feature can be controlled using the app setting maskCreditCardNumbers. For more information, see the SunCo API documentation.

For more information, see the article: Redacting ticket content.