Context

When handling sensitive customer data or personally identifiable information (PII), it's crucial to have robust data protection measures in place. Message redaction allows you to remove sensitive information from your system at different levels of granularity.

Answer

There are several layers of controls available for managing sensitive data and PII:

1. Message-Level Redaction

For precise control, you can redact individual messages that contain PII:

• Each message has a "Redact message" action available

• Use this to remove specific messages containing sensitive information from the system

• You can also redact just portions of a message by highlighting text, for example a PIN number

2. Issue-Level Deletion

When an entire issue contains sensitive information:

• Delete the complete issue to remove all associated messages and data

• Or you can setup automatic deletion triggers for issues based on specific criteria

3. Account-Level Data Removal

For complete account data deletion:

1. Navigate to the account page

2. Go to the Settings tab

3. Scroll to the Danger Zone section at the bottom

Additional Data Protection Options

For specific data retention requirements:

• Submit custom data retention requests at Data Retention Settings

Industry Specific

• For regulated industries (like Fintech and Healthtech), it's best to combine message redaction to remove specific PII you don't want in Pylon while storing other communications long-term for audit trail purposes.