Customer service representative data masking is a new opt-in feature for Dynamics 365 Contact Center.
When enabled, service representatives can select individual messages from the customer and redact them, so the customer's PII isn't stored in your repository. This feature complements the existing automatic data masking rules with both automatic and manual masking. You can be confident that your brand is protecting your customers' valuable information.
Business Value:
Protect your customers' sensitive data by enabling your customer service representatives to hide any personally identifiable information (PII) that customers inadvertently share.
Enabled for:
Enabled by admins/makers/marketers for end users
GA date: October CY2026