Where is the sensitive data being handled in VA?

[lonesoac01]

Hello all,

    I am looking into "where to look on how to configure handling sensitive data".  For example, the credit card number of: 1234-1234-1234-1243, I want that removed from the virtual agent chat.  I found the documentation of: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i... and it states to:

1. Navigate to All > Conversational Interfaces > Settings.
2. Under Sensitive data detection, select View all.
3. Slide the Active toggle switch to enable sensitive data detection.

I performed the steps and found:

I click on "View All" and I see:

Well, I am clearly missing something since I performed a simple test earlier today and the credit card information was masked like it was supposed to be.

Where else should I look for Sensitive Data masking/removal?

Thank you.

[Community Alums]

Hi @lonesoac01 ,

Before looking into the link you shared, please check the following:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i...

[lonesoac01]

Well, nothing like that is happening.  The sensitive data is just being replaced and not masked.  There must be some other place that the sensitive data is being replaced.