Enthu provides built-in controls to protect sensitive information and automatically manage call data retention.
These settings are available under Manage → Redaction & Security and help teams stay compliant without manual effort.

This article explains:

  • Auto redaction & phone number masking

  • Role-based visibility

  • Automatic call wiping (retention)

1. Auto Redaction of Sensitive Information

What auto redaction does

Auto Redaction automatically hides sensitive information detected in calls and transcripts, such as:

  • Phone numbers

  • Email addresses

  • SSN

  • Card details (number, CVV, expiry)

  • Birthdays

  • Medical information

  • Any number sequence (configurable)

Once enabled, this data is masked everywhere:

  • Call transcripts

  • Call view

  • Exports (where applicable)

Important to know

  • Redaction is applied automatically

  • Users cannot manually reveal redacted data

  • Redaction does not affect AI accuracy or evaluations

2. Role-Based Phone Number Masking

What role-based masking means

You can control who can see phone numbers based on user roles, such as:

  • QMs

  • QA / TLs

  • Agents

  • Custom users

This allows sensitive data to be:

  • Visible to leadership or compliance teams

  • Hidden from agents or external reviewers

How it works

  • Masking is configured per role

  • Once enabled, phone numbers are hidden for that role across:

    • Call list

    • Call details

    • Transcripts

    • Exports

Key clarification

Role-based masking controls visibility, not data availability.
The data still exists securely in the system.

Only Admin has the access to configure this. 

3. Auto Wipe Call Recordings (Data Retention)

What auto wipe does

Auto wipe automatically deletes call recordings and related data after a defined period.

You can configure:

  • Wipe calls older than X days

  • Whether calls saved in Library / Playlists should be wiped or retained

What gets deleted

When auto wipe runs, the following are permanently removed:

  • Call audio recordings

  • Transcripts

  • Gen AI insights

  • Auto QA evaluations

  • Call-level metadata

Important clarification

Deletion is permanent and cannot be reversed.

4. Why I can’t modify wipe call recording settings

You may see a message like:

“You can’t modify the setting for wiping call recordings. Please reach out to your account manager.”

Why this happens

  • Retention settings may be locked at the account 

  • Changes require account manager 

What to do

Contact your Enthu account manager or support team to:

  • Change retention duration

  • Enable or disable auto wipe

  • Adjust library-based exceptions

Common misunderstandings

  • ❌ Masking deletes data

  • ❌ Redaction affects AI scoring

  • ❌ Deleted calls can be restored

  • ❌ Agents can override privacy settings

✅ Correct understanding:

  • Masking = hides data

  • Redaction = protects sensitive info

  • Wiping = permanent deletion

When should you contact support?

Contact support if:

  • Masking is enabled but data is still visible

  • Redaction is not applied consistently

  • Calls are wiped earlier or later than expected

Final takeaway

  • Auto Redaction protects sensitive information

  • Role-based masking controls who can see phone numbers

  • Auto wipe manages long-term data retention securely