Dynamics 365 Contact Center – Use data masking to protect customer data

We are announcing the ability to opt-in to protect your customers’ sensitive data by enabling your customer service representatives to hide any personally identifiable information (PII) that customers inadvertently share in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025. How does this affect me? When enabled, service representatives can select individual messages from the customer and redact them, so that the customer’s PII isn’t stored in your repository. This feature complements the existing automatic data masking rules with both automatic and manual masking. What action do I need to take? This message is for awareness, and no action is required. If you would like more information on this feature, please visit Use data masking to protect customer data. Message ID: MC1162888

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