3CX Transcription: How to automatically mask sensitive data (PII)?

[R.Larouche]

Hello 3CX community,

I would like to know if it is possible to configure or customize 3CX call transcription so that Personally Identifiable Information (PII) is automatically removed or masked from the final transcription text.

For example, if a caller says a phone number, email address, credit card number, address, or other sensitive information, can the transcript automatically replace it with something like:

[REDACTED] or [PII REMOVED]

My question is specifically about the final transcription output that users/admins can read in 3CX, not only about how the audio or transcript is stored or processed in the backend.



Thank you!

 

[Charles_3CX]

Regarding your question, there is no way to automatically configure call transcription to remove specific parts of a recorded conversation. However, call recording itself can be paused while sensitive information is being shared, and then resumed once that portion is complete. This can be done directly from the 3CX apps.

 

[R.Larouche]

Thank you for the clarification.

Would it be possible for 3CX to add a post-processing PII redaction layer before the transcript is made available to users/admins?

The goal would not be to rely on manually pausing recordings, but instead to automatically mask sensitive data such as phone numbers, email addresses, credit card numbers, and physical addresses in the final transcription output.

This type of functionality would better align with privacy-by-design requirements under frameworks such as GDPR, PCI-DSS, Quebec Law 25, and similar data protection regulations.

 

[N_G]

You can simply go into the database yourself with a script or program and remove everything you want to remove. We don't do that on 3CX side. After the data is archived off to another database you can do anything you want to do with it