Hi Briana,

Hope you are doing well.

Since we haven’t heard from you on this. We’d like to ensure we address your issue promptly. 

We believe that your issue was resolved following our last response. We understand that you may have been occupied and skipped confirming us.

This is to inform you that, if we don't hear back within 24 hours, we would believe that your issue was resolved following our last response and the case will be moved towards closure

Please let us know if you need any additional assistance. We would be glad to assist you with it. In case of any queries, or concerns we can connect over a quick call to discuss this.

Please be assured that user satisfaction is our utmost priority and we would do anything in our capability to help you with your concerns/queries. Once again, thank you for choosing Sprinklr. 

Have a wonderful day ahead! 

Thank you,

Sprinklr Support

Hi Briana,

Please find below the response from our support team:

"We are glad to let you know that the reported issue has been identified, and here are the details about it:

What was the issue?
Query about PII masking

How will we resolve the issue?

The masking can be performed via two rule actions:
1. 'Mask Matched' Terms
2. Add to PII entities

Please note that if the action used is "Mask Matched Terms," then it cannot be unmasked. 

1. Add to PII entities: You can give the 'Mask' permission under View Unmasked PII Entity to users. Users with permission would be able to view masked entities.

You can give 'Mask' permission under 'View Unmasked PII Entity' to users to make the masked content visible to them.

Adding this action will mask the PII content as XXXX for users who do not have the necessary permission. Also, kindly refer to the article to learn more about PII masking.

Unfortunately, the support team is not authorized to make changes to the client environment. Hence, we request that you kindly reach out to the success managers for any revisions to the client configuration. 

- Shalini Gurram."

I hope this helps.

Hi Briana,

Thank you for your post. Yes, this can be done by configuring a rule engine. Here is an article that explains the hard masking of PII content. I'm also looping in our support team to help you with this.