Redaction settings

Overview

You can ensure that your end users’ information stays safe and secure by telling your AI Agent what types of information it should keep private. That way, if end users provide high-risk information that you do not want your AI Agent to use, you can ensure it does not leave the conversation.

Use cases

Redactions enable the following scenarios:

Protecting sensitive identifiers: Prevent IDs, account numbers, or other high-risk identifiers from being stored in conversation transcripts or used by your AI Agent.
Securing financial information: Redact bank account details or other payment information that end users may inadvertently share.
Compliance with data regulations: Support privacy requirements by ensuring specific data types are not retained in conversation history or voice recordings.

Capabilities & configuration

Redactions prevent sensitive information from being used or stored by your AI Agent.

When Ada redacts information:

Your AI Agent does not use redacted information in its reasoning or when generating responses for your end users. It acts as if the end user never provided that information in the first place.
If your AI Agent hands off the conversation to a human agent, the human agent is unable to see the redacted information.
Redacted information does not appear in conversation transcripts, and is covered with beeps in voice recordings.

Be careful not to redact information that your AI Agent needs to resolve inquiries. Over-redacting can impact its ability to help end users.

You can control redactions by using regular expressions (regex) to define exact matching patterns your AI Agent will follow.

Because regex is very literal, if values do not follow a consistent pattern (e.g., names or addresses), your AI Agent cannot reliably redact them.
If you need help writing your regex patterns, try a site like RegExr to help you put it together and test that it works.

It can be tricky getting your regex patterns to work as intended. They can often be too exact, excluding some use cases; or too broad, including more than you wanted them to. Make sure you test a variety of use cases to ensure you are capturing the right amount of information.

Quick start

Create a custom Redaction in a few steps.

On the Ada dashboard, go to Config > AI AGENT > Settings, then open the Preferences tab.

Under Redactions, click Create redaction.

Enter a Redaction name and Redaction regex pattern.

Test your regex with example values, then click Save.

For detailed instructions, see Implementation & usage.

Implementation & usage

Create and manage custom redactions for your AI Agent.

Create a custom Redaction

Define a regex pattern to redact specific types of sensitive information.

To create a custom redaction:

On the Ada dashboard, go to Config > AI AGENT > Settings.
On the AI Agent Setup page, on the Preferences tab, under Redactions, either enable an existing custom redaction, or click Create redaction to create a new one.

The Create redaction window opens.
Under Redaction name, enter a name for your redaction. Your AI Agent does not send the redaction name to the LLM; this is for your use only.
Under Redaction regex, enter your regex pattern.
Under Test your regex, enter an example value to ensure that your regex pattern is working properly. Make sure you test values you want your AI Agent to redact, as well as values you want it to leave alone.
Click Save.

Personality setup: Configure your AI Agent’s identity and communication style.
Data retention: Manage how long conversation data is stored.