The phone number masking feature allows Admins to manage which Team Inbox operators can see customer phone numbers for the chats they have access to. Whether you need to restrict your support team from viewing phone numbers or enable your sales team to access contact details for follow-up calls, this feature offers the flexibility to accommodate various needs.
For all users with the “Operator” role assigned in User Management, there will be an option to “Hide contact details from user.”
This setting can be enabled when creating or editing a user. When activated, phone numbers will be masked in Team Inbox. By default, the setting is turned OFF for all users but can be enabled as needed.
When this setting is enabled, a user will only see the first 3 digits and the last 4 digits of a contact’s phone number. This masking applies to all instances where phone numbers are displayed, including:
- Phone numbers will be masked in contact information and system messages within the messaging window.
- Phone numbers will be masked for all contacts displayed when starting a new chat.
- When searching for chats in Team Inbox using a contact’s phone number, users can still search using the last 4 visible digits.
- In quick replies or template messages that reference the contact attribute {{phone}}, the phone number will be masked from view for the Team Inbox operator.
This feature is currently available only on the Wati business plan desktop web application but will be introduced on the Android and iOS mobile apps soon.