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Redact sensitive information

You can ensure that your customers' information stays safe and secure by telling your AI Agent what types of information it should keep private. That way, if customers provide high-risk information that you don't want your AI Agent to use, you can ensure it doesn't leave the conversation.

How redactions work​

When Ada redacts information, this is what happens:

  • Your AI Agent doesn't use redacted information in its reasoning or when generating responses for your customers. It acts as if the customer never provided that information in the first place.
    • Similarly, if your AI Agent hands off the conversation to a human agent, the human agent is unable to see the redacted information.
    • For this reason, be careful that you don't accidentally redact too much - redacting information that your AI Agent needs will impact its ability to resolve customer inquiries.
  • Redacted information doesn't appear in conversation transcripts, and is covered with beeps in voice recordings.

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 don't follow a consistent pattern (e.g., names or addresses), your AI Agent can't 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.
    tip

    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're capturing the right amount of information.

Create a custom redaction​

  1. On the Ada dashboard, go to AI Agent profile > Redactions.
  2. Either toggle on an existing custom redaction, or click Create redaction to create a new one. The Create redaction window opens.
  3. Under Redaction name, enter a name for your redaction. Your AI Agent won't send the redaction name to the LLM; this is for your use only.
  4. Under Redaction regex, enter your regex pattern.
  5. 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!
  6. Click Save.

Have any questions? Contact your Ada team, or email us at .