Create and manage data masking rules

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.


Support for the Omnichannel Administration app ended on April 30, 2022, and the app was removed in July 2023. We recommend that you use the Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated

Use data masking to block sensitive data such as credit card information, social security number (SSN), or even profanity in a conversation. You can create a masking rule and define a regular expression to identify the sensitive information and replace it with the masked characters. Any masked text in a conversation is also masked in the conversation transcript. Data masking works for chat and asynchronous channels.

Masking rules can be configured to apply to messages sent by a customer, an agent, or both. You must make sure that the masking rules you want applied are set to Active; otherwise, they won't apply to the selections you make.

Data masking rules.

You can choose to:

  • Mask private agent data from the customer: Data the agent sends is masked for both the customer and agent for live chat and async channel messages.
  • Mask private customer data from the agent: Data the customer sends is masked for both the customer and agent for live chat, but only for the user interface of the agent when using async channels.

The following masking rules are provided out of the box:

  • Credit Card: Masks the credit card number, if provided in a message.
  • Email: Masks the email address, if provided in a message.
  • SSN: Masks the SSN, if provided in a message.

As an administrator, you can delete or modify the out-of-the-box masking rules and create new masking rules.


  • Only an administrator can access and edit data masking rules.
  • Only 10 data masking rules, including the rules provided out of the box, can exist in Omnichannel for Customer Service.

Create a data masking rule

Create a masking rule.

  1. In Dynamics 365, go to one of the apps and complete the following steps.

    • In the site map, in Agent experience, select Productivity.
  2. Select Manage for Data masking.

  3. In Masking rules, select New Masking Rule.

  4. On the New Masking Rule page, provide the following information:

    • Name: The name of the masking rule.

    • Description: An optional description of the masking rule.

    • Regular expression: A regular expression to identify the data to be masked.

  5. To test the data masking as defined by the specified regular expression, enter a value in the Enter test data field. The masked value is displayed in the Masked test data field. By default, the number sign (#) is used to mask sensitive data.

    Email masking rules.

  6. Select Save.

Manage data masking rules

After a masking rule is created, you can edit, activate, deactivate, or permanently delete it.

Manage masking rules.

  1. Under Masking rules, select the ellipsis to see the options for managing an existing masking rule.

  2. To activate, deactivate, or delete a masking rule, select the rule, and then select the appropriate action from the list.