Sensitive Data Redaction (PII)

Sensitive Data Redaction automatically detects personally identifiable information (PII) in your call recordings and transcripts, then redacts it. Recordings are beeped over sensitive segments while preserving full stereo audio quality. Transcripts replace sensitive values with hashes so the original data is never stored.

The following types of sensitive information are automatically detected and redacted:

When a call ends on a call flow with recording and AI transcription enabled, the system checks whether the PII Redaction addon is active on your account.

1. The call audio is sent to the transcription service with PII detection enabled.
2. The transcript is returned with sensitive values replaced by hash characters — the original text is never stored.
3. The system identifies the exact timestamps where PII was spoken in the audio.
4. A beep tone is overlaid on those segments in the recording, preserving stereo dual-channel audio (caller and recipient on separate channels).
5. The redacted recording is stored securely and replaces the original when you play it back.

When PII redaction is enabled, recordings go through a short processing step after the call ends. During this time, the call log shows a processing indicator instead of the play button. Once redaction is complete, the redacted recording is available for playback with full waveform scrubbing.

If no sensitive data was detected in a call, the original recording is served as-is — no delay.

Redacted transcripts replace sensitive values with hash characters (e.g., a credit card number becomes ################). AI summaries and intelligence scores are generated from the redacted transcript, so sensitive data never appears in summaries, search results, or webhook payloads.

If you use post-call webhooks, the recording URL included in the webhook payload automatically serves the redacted version. External services that receive your webhook data (Zapier, Slack, Google Sheets, etc.) will only ever access the redacted recording.

PII redaction also applies to voicemail recordings. When a caller leaves a voicemail, it goes through the same detection and redaction pipeline. The redacted voicemail audio and transcript are stored in place of the originals.

PII Redaction requires both call recording and AI transcription to be enabled on your call flows. Once the addon is active, it applies automatically to all calls — there is no per-call-flow toggle.