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Overview

Conduit’s PII redaction system automatically detects and masks sensitive personal information in customer conversations before they are processed by AI models. This ensures that private data like phone numbers, email addresses, and social security numbers are never exposed to external AI services. When enabled, PII values are replaced with tokens (e.g., [REDACTED_EMAIL_1]) before being sent to AI, and then restored in the final response—maintaining conversation context while protecting sensitive data.

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How It Works

The PII redaction system uses a three-step process:
  1. Detection - Scans incoming messages for PII patterns using regex-based matching
  2. Redaction - Replaces detected PII with unique tokens (e.g., [REDACTED_PHONE_1])
  3. Restoration - After AI processing, restores original values in the response
This approach ensures AI models never see actual customer data while maintaining natural conversation flow.

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Supported PII Types

Conduit detects and redacts the following categories of personal information:
CategoryExamplesWhat’s Detected
Contact InformationEmails, phone numbers, addresses, URLs[email protected], +1 (555) 123-4567, 123 Main Street
Government IdentifiersSocial Security Numbers123-45-6789
Financial InformationCredit/debit card numbers4111-1111-1111-1111
Person NameIndividual namesConfigurable per workspace
Date of BirthBirth datesConfigurable per workspace
Customer Account NumberAccount identifiersConfigurable per workspace
Security CredentialsPasswords, PINsConfigurable per workspace
Health InformationMedical IDs, healthcare dataConfigurable per workspace

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Enabling PII Redaction

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Workspace-Level Configuration

  1. Navigate to Settings > Privacy
  2. Toggle PII Redaction to enable
  3. Click Configure to customize which PII categories to redact
When enabling or disabling PII redaction, the change applies to all AI-powered features in your workspace, including:
  • AI-assisted message responses
  • Phone call transcripts and summaries
  • Workflow automations
  • Knowledge base queries

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Selecting PII Categories

You can choose exactly which types of PII to redact:
  1. Click Configure PII Types in the privacy settings
  2. Select or deselect individual categories
  3. Use Select All or Deselect All for bulk changes
  4. Save your preferences
By default, all PII categories are enabled when you turn on PII redaction. You can then customize which types to exclude based on your needs.

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Detection Patterns

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Contact Information

Email Addresses Phone Numbers
  • International format: +1 555-123-4567
  • Various separators: (555) 123-4567, 555.123.4567
  • Minimum 6 digits with optional country code
Street Addresses
  • US-style addresses: 123 Main Street, 456 Oak Ave
  • Recognizes common suffixes: Street, St, Road, Rd, Avenue, Ave, Boulevard, Blvd, Drive, Dr, Lane, Ln, Court, Ct

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Government Identifiers

Social Security Numbers
  • Standard format: XXX-XX-XXXX

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Financial Information

Credit/Debit Cards
  • 13-16 digit card numbers
  • Various formats with spaces or dashes

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Token Format

Redacted values are replaced with descriptive tokens that indicate the type and sequence: 
[REDACTED_EMAIL_1]
[REDACTED_PHONE_2]
[REDACTED_SSN_1]
[REDACTED_CARD_1]
[REDACTED_ADDRESS_1]
Token Consistency: The same PII value always produces the same token within a conversation. If a customer mentions their email twice, both instances become [REDACTED_EMAIL_1], helping AI understand the relationship.

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Integration Points

PII redaction is automatically applied across all AI-powered features:

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AI Message Responses

Messages are redacted before being sent to AI models for generating responses. The AI sees tokens instead of actual values, then responses are restored with original data.

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Phone Transcripts

Call transcripts, summaries, and metadata are processed through PII redaction before storage and AI analysis.

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Workflows

Any workflow step that involves AI processing respects your PII redaction settings.

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Knowledge Base

Queries to your knowledge base are redacted before processing.

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Best Practices

Begin with comprehensive protection, then selectively disable categories only if needed for your specific use case.
Before going live, test PII redaction with various message formats to ensure detection works as expected for your customer communication patterns.
Periodically review AI-generated responses to verify that PII is being properly restored and conversations remain natural.
Match your PII category selections to your industry’s regulatory requirements (HIPAA, PCI-DSS, GDPR, etc.).

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Limitations

  • Language support: Detection patterns are optimized for English language formats
  • Custom patterns: Currently, custom PII patterns cannot be added—only the built-in categories are available
  • Person names: Names require explicit category enablement and may not be automatically detected without additional context

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Frequently Asked Questions

No. The AI receives contextual tokens that indicate relationships (same email referenced twice = same token), and original values are restored in the final response. Most customers see no difference in response quality.
Token mappings are stored temporarily for response restoration, then discarded. Original PII values are never stored by AI processing systems.
PII redaction is a workspace-wide setting. Individual conversations cannot bypass redaction when it’s enabled.
While the system catches most common PII formats, edge cases may occur. For highly sensitive environments, consider combining PII redaction with additional data handling policies.