Content redaction is a premium feature, contact your account manager for information.
Four/Four can detect personal information (PII) in conversations, such as names, email addresses and card numbers, and replace it with placeholders like [PERSON-1] or [EMAIL-2]. Redaction runs during processing, before insights and summaries are created, so those are written from the redacted text. You can reveal the original text on a transcript, one tier at a time if you have permission to do so.
Redaction tiers
Tier | Covers |
Financial | Credit card numbers, bank account numbers, IBANs, US Social Security numbers, US Medicare beneficiary IDs, Canadian Social Insurance numbers and health card numbers |
Document | Dates of birth, passport numbers, driver's licence numbers and other government-issued ID numbers |
Contact | Person names, email addresses, phone numbers, street addresses, zip or postal codes, ages and vehicle identification numbers |
Unredacting a transcript
On the Transcript tab, select Unredact (the padlock above the transcript). It appears only if the conversation has redacted text. The change affects only your view and lasts only while you stay on the page; reloading redacts it again. It does not change what other people see.
What remains redacted
Insights and summaries never contain the original values.
Copied and downloaded transcripts contain placeholders.
Recordings are not redacted.
Shared links show the redacted transcript and no recording for any conversation containing redacted information.
Permissions
Each redaction tier can be unredacted only by roles with the matching permission.
Tier | Permission |
Financial | Unredact financial PII |
Document | Unredact document PII |
Contact | Unredact contact PII |
Without a tier's permission, that tier stays as placeholders, and Unredact is not shown if your role has no unredact permission. You can play or download a recording only if you can unredact every tier present in that conversation; otherwise the player and Download recording are hidden.
Granting unredact permissions
No built-in role (Viewer, Creator, Admin) includes the unredact permissions, and built-in roles cannot be edited. Create a custom role instead. You need permission to manage the team.
Go to Settings > Roles.
Select Create role, or open a built-in role and select Duplicate.
Name the role and, under Conversations, tick Unredact financial PII, Unredact document PII and/or Unredact contact PII. Keep the other permissions the role needs.
Select Save.
Go to Settings > Team, select the person and assign the role.
Tiers are independent. For example, support managers can reveal contact details while only compliance can reveal financial details.