Customers sometimes type card or ID numbers into a chat. Masking makes sure the full number is never stored.
Turn it on
Open Live chat › Chat settings › Privacy and switch on Mask sensitive data.
What is masked
Before a message is stored, these are replaced so only the last 4 digits remain:
| Type | Example in | Stored as |
|---|---|---|
| Bank card numbers (checked with a checksum) | 4111 1111 1111 1234 | **** **** **** 1234 |
| Chinese national ID numbers | an 18-digit ID | all but the last 4 digits masked |
| Chinese mobile numbers and numbers with an international prefix | +49 151 2345 6789 | **********6789 |
Email addresses are left as they are, because offline messages need them.
How it works
- Masking happens before storage, in both directions — visitor and agent messages.
- The conversation list preview shows the masked text too.
- The inbox marks masked messages so your team knows why digits are missing.
- Because the card check uses a checksum, ordinary long numbers such as order numbers are usually left alone.
Tell visitors not to share full numbers
Add a line to your greeting or offline form: “Please don’t send full card numbers here.” Masking is a safety net, not a payment channel.