Mask Phone Numbers in Inbox

If your team members (agents) use the Inbox to manage conversations, you may want to hide customer phone numbers from them to protect sensitive contact details. Let's see how that works:

How to Enable Number Masking for Specific Agents

• Navigate to your account name and phone number in the left sidebar menu and click on the Settings icon next to them.

• Once you're in the Settings, select the Manage Team option from the top menu.

• In the list of team members, find the agent whose view you want to restrict and enable the Number Masking toggle in their row.

Once enabled, this option will show a masked version of the number to selected agents in the Inbox. For example, instead of +919876543210, they’ll see +919**0, as shown in the image below:

This will help protect customer privacy while still allowing agents to handle conversations effectively.

Updated on: 16/07/2025