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Your customer list is valuable. Number masking lets agents help customers without ever seeing their phone numbers.

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How it works

When masking is on, agents see the contact name and the full conversation. The digits are hidden. Your own business number can be hidden too. Agents can still read and reply as usual. This works together with label-based access. Agents only see chats you share with them, and the numbers in those chats stay private.

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Turn it on

1

Invite agents as members

Add them as Members and give them access through a label. See team access and roles.
2

Open privacy settings

Go to your settings and find the privacy and display options.
3

Switch masking on

Turn on the masking options you want.
4

Share chats with a label

Add the agent’s label to a chat. It appears in their inbox with the number already hidden.

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When to use it

  • You work with outside contractors or a call centre.
  • Agents change often.
  • You want to lower the risk of someone copying your customer list.
Masking hides numbers in Risponse. It cannot stop someone from remembering a number a customer types into a message. Do not rely on it as your only safeguard.
Test it. Sign in as a test member, open a labelled chat, and confirm the number is hidden before you invite your whole team.