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DLP Policies

Configure Data Loss Prevention policies to detect, anonymize, and sanitize sensitive information in conversations.

Overview

DLP (Data Loss Prevention) policies protect sensitive data by identifying and anonymizing Personally Identifiable Information (PII) and other sensitive content in agent conversations. When a DLP policy is active, user messages are scanned and sensitive data is replaced before being processed by the agent.

Only one DLP policy can be active for a workspace at a time. The default is No DLP Policy (DLP disabled).

DLP Policies are managed under Settings > Security & Access > DLP Policies.

Managing DLP Policies

DLP Policies List

The DLP Policies page displays all configured policies:

Column Description
DLP Policy Name Name of the policy
Type Policy type (DLP Policy)
Created On Date and time the policy was created
Actions Set Active (for inactive policies), Active badge (for the current policy), Edit, Test

One Active Policy

Only one DLP policy can be active at a time. Click "Set Active" on a policy to make it the workspace's active policy. The previously active policy is automatically deactivated.

Creating a DLP Policy

DLP Policy Form

  1. Navigate to Settings > Security & Access > DLP Policies
  2. Click "Create DLP Policy"
  3. Configure the policy settings
  4. Click "Save"

Configuration Fields

Field Required Description
DLP Policy Name Yes A descriptive name for the policy (e.g., "Custom DLP Policy")
Whitelist Keywords No Keywords that will always be allowed as-is and not anonymized, even if they match PII patterns
Identify and Anonymize PII No Toggle to enable automatic detection and anonymization of Personally Identifiable Information (names, phone numbers, emails, etc.)
Acceptance Threshold Yes (when PII enabled) Confidence threshold for accepting a detection as PII (0 to 1). Higher values require stronger confidence before anonymizing. Default: 0.8

Custom Sanitization Rules

Define custom patterns to detect and replace specific sensitive data beyond standard PII detection:

Column Description
Label A descriptive name for the rule
Pattern (Keyword or Regular Expression) The keyword or regex pattern to match
Replace With The replacement text. Leave blank for automatic anonymization

Click "Add" to create additional custom rules.

Testing a DLP Policy

Before activating a policy, you can test it to verify that sensitive data is correctly identified and anonymized.

Test DLP Policy

  1. Click "Test" on any policy in the list
  2. Enter sample text containing sensitive data
  3. The modal displays:
  4. Original Text — your input with detected PII highlighted
  5. Anonymize Text — the result after DLP processing with PII replaced

Example:

Text
Original Jack is a great guy, You can connect with him on 9779997699
Anonymized Douglas is a great guy, You can connect with him on (323)334-2525x9102

Names and phone numbers are replaced with synthetic data to preserve the text structure while removing real PII.

Activating a Policy

  1. Navigate to Settings > Security & Access > DLP Policies
  2. Click "Set Active" on the desired policy
  3. The policy immediately becomes the workspace's active DLP policy

To disable DLP, set "No DLP Policy" as the active policy.

DLP Policy Permissions

DLP policy management is controlled through RBAC with the following permissions:

  • Create — Create new DLP policies
  • Read — View existing policies
  • Update — Edit policy configuration
  • Delete — Remove policies

Configure these under Workspaces > Roles > Settings > DLP Policies. See RBAC & Roles for details.