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Administrators can further customize PII detection by enabling, disabling, or modifying specific PII fields to align with their organization's privacy policies and compliance requirements. |
Masking PII
Luma Virtual Agent identifies and masks PII in real-time during user and bot conversations based on the configured PII identifiers. During a conversation, if Luma detects a configured PII (e.g., SSN, Email Address), it replaces the actual data with a masked version. For example:
Original Text: Please contact me at john.doe@example.com
Masked Text: Please contact me at [EMAIL_ADDR]
The masked text shows the type of PII identifier matched (e.g., [EMAIL_ADDR], [PHONE_NUMBER], [US_SSN]), ensuring that sensitive information is not exposed. In conversation logs, Luma marks PII entities with a lock icon (🔒) to indicate that the data has been identified and masked. Administrators can view the logs for debugging purposes but will only see the masked data, ensuring that sensitive information remains protected.
This ensures that PII is consistently masked across all interactions, maintaining compliance and safeguarding user privacy.
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