To block sending sensitive data to agents, specify a regular expression in your org's
setup. When the regular expression matches text in the user's message, the matched text is
replaced with customizable text before it leaves the device.
Important
The legacy chat product is scheduled for retirement on February 14, 2026, and is in maintenance mode until then. During this phase, you can continue to use chat, but we no longer recommend that you implement new chat channels. To avoid service interruptions to your customers, migrate to Messaging for In-App and Web before that date. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about chat retirement in Help.
To learn more, see Block Sensitive Data in Chats.