Sensitive data in agent chat

[Brad Warman]

Hi all,

Our Service Desk have suddenly started seeing the sanitization of email addresses that customers send via agent chat. The message that accompanies the sanitization is "This message was sensitive and has been sanitized.". 

We haven't enabled this feature at all and when I search the sensitive data regexes, they are all set to inactive. Sensitive data detection is also disabled in the conversational interface settings. 

Any ideas on where else to search so that I can disable this?

Cheers,

Brad

[Danish Bhairag2]

Hi @Brad Warman ,

Plz check this below servicenow article 

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/conversational-inte...

Thanks,

Danish

[Brad Warman]

Thanks Danish. The regular expressions are all deactivated so that article didn't help.

[Lynda1]

Is it possible to just turn the sensitive data off by toggling this active switch?

[Brad Warman]

Hi Lynda. That switch is already set to off.