Mobile Connect

What Is Redaction?#

• Redaction means automatically hiding or masking sensitive information such as:
• Phone numbers
• Names
• Personally identifiable information (PII)
• Instead of storing the actual values, Amazon Connect replaces them with masked placeholders like [PII].

How Redaction Works#

In Amazon Connect, redaction is enabled within a contact flow using the:

“Set recording and analytics behavior” block.

Once enabled:

• Call recordings are processed automatically
• Sensitive information is detected
• Identified PII is masked in transcripts and analytics
• No additional scripting is required.

Step-by-Step: Enable Redaction#

1. Open Amazon Connect.

2. Navigate to Routing > Flows.

3. Open the contact flow you want to edit.

4. Add or open the block:

   Set recording and analytics behavior

   Under “Configure analytics settings” enable redaction.

5. Save and publish the contact flow.

Redaction will apply to new calls handled by that flow.

Controlling User Access to Redacted Data#

While redaction is enabled at the contact flow level, you can control what users see through Security Profile configuration.

Go to:

Users > Security profiles → Select a security profile > Recordings and Transcripts > Redacted/unredacted permissions for both voice & chat

Access Options Explained:

1. Unredacted Access Selected
   • Users see the full raw transcript
   • Actual names and phone numbers are visible
   • No masking is applied

This option should be restricted to users who require full data visibility (e.g., compliance or administrators).

2. Redacted Access Selected

• Users can view transcripts

• Sensitive information appears masked

• In Recents, the name appears as:

  Customer ([PII])

Recommended for most operational roles.

3. Neither Option Selected

The user does not have access to transcript-level identifying data => The system displays: “Customer” (chat specific)

Suitable for roles that do not require visibility of customer identity.

For Users#

What To Do If You See Redacted Content in Recents

If you notice that a contact in your Recents screen appears as:

• Customer ([PII])
• Or simply "Customer"

This means redaction is active and your Security Profile determines your level of visibility.

If You Need Full Customer Details

If your role requires access to unredacted data:

1. Contact your system administrator.
2. Request a review of your Security Profile permissions.
3. Confirm whether Unredacted Access is appropriate for your role.

Access adjustments must follow your organization’s compliance and data governance policies.

Important Notes#

• Redaction applies only to calls handled by flows where it is enabled.
• It does not apply retroactively to historical recordings.
• Security Profiles determine whether users see redacted or unredacted information.
• Redacted content is not an error, it is a security feature.

Official Documentation#

For more detailed technical information, refer to the official AWS documentation:

Enable analytics and redaction in Amazon Connect:

https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html#enable-redaction