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Turn on number masking per-user to hide customer phone numbers from specific agents. Useful for privacy compliance or when agents don’t need direct access to contact details.

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Before you start

  • Admin permission to manage users

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Steps

1

Open Account -> Users

Navigate to the users list.
2

Open the user

Click the user you want to configure to open the user drawer.
3

Enable Hide contact details

Check the “Hide contact details” option.
4

Save

The agent will no longer see customer phone numbers in the chat view.

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Tips

  • Masking is configured per-user, not per-role — set it individually for each agent who needs it.
  • Agents with masking on can still send and receive messages; they just cannot see the full phone number.
  • To remove masking, uncheck “Hide contact details” for the same user.