Summary
Phone number masking allows admins to control whether specific operators can view customer phone numbers in Wati. This helps protect customer privacy while ensuring that only authorized team members have access to sensitive contact information.
For example, support operators may not need access to customer phone numbers, while sales operators may require visibility for customer follow-ups. This article explains how phone number masking works and how admins can enable it for specific operators.
Note: Phone number masking is available only on Wati's Business plan.
Instructions
How phone number masking works
Admins can control phone number visibility through Settings > User Management.
When Mask contact phone number for this user is enabled for an operator:
Customer phone numbers appear in a masked format.
Operators can continue managing conversations normally.
Full customer phone numbers remain hidden from the operator.
By default, this setting is disabled for all operators.
How masked numbers appear
When phone number masking is enabled, operators can only see:
The first 3 digits of the phone number.
The last 4 digits of the phone number.
All other digits are hidden.
Phone number masking is applied throughout Wati wherever customer phone numbers are displayed.
1. Team Inbox chat view
In the Team Inbox:
The customer's phone number appears in a masked format within the contact information.
Any system-generated messages that display phone numbers also show masked values.
2. Starting a new chat
When starting a new conversation:
The customer's phone number appears in a masked format when selecting a contact.
3. Searching for conversations
Operators can search for conversations using the last 4 digits of a customer's phone number.
This allows operators to locate conversations without viewing the complete phone number.
4. Quick replies and template messages
If a quick reply or template message contains the {{phone}} attribute:
Operators with phone number masking enabled will see a masked version of the phone number within the Wati interface.
Enable phone number masking for a user
Follow these steps to enable phone number masking:
Log in to your Wati account.
Go to Settings > User Management.
Select an existing user or create a new user (operator).
Enable Mask contact phone number for this user (operator).
Click Save.
Once enabled, the operator will see masked phone numbers wherever customer phone numbers are displayed in Wati.
Benefits of phone number masking
Phone number masking helps businesses:
Protect customer privacy.
Limit access to sensitive contact information.
Support internal data security requirements.
Allow operators to manage conversations without exposing full phone numbers.
This feature helps businesses balance customer privacy with efficient conversation management in Wati.
Frequently Asked Questions (FAQs)
Availability
1. What is phone number masking in Wati?
Phone number masking is a feature that allows admins to hide customer phone numbers from specific operators in Wati. This helps protect customer privacy while allowing operators to continue managing conversations.
2. Which Wati plan includes phone number masking?
Phone number masking is available only on Wati's Business plan.
How phone number masking works
3. What happens when phone number masking is enabled for an operator?
When the Mask contact phone number for this user setting is enabled for an operator, customer phone numbers appear in a masked format, the operator can continue managing conversations normally, and full phone numbers remain hidden from that operator.
4. Is phone number masking enabled by default?
No. Phone number masking is disabled by default for all operators.
5. How are masked phone numbers displayed?
When phone number masking is enabled, operators can see only the first 3 digits and the last 4 digits of a customer phone number. All other digits are hidden.
Using masked phone numbers
6. Where does phone number masking apply in Wati?
Phone number masking applies wherever customer phone numbers are displayed in Wati, including the Team Inbox, new chat screens, conversation search, quick replies, and template messages that use the {{phone}} attribute.
7. Can operators search for conversations when phone number masking is enabled?
Yes. Operators can search for conversations using the last 4 digits of a customer's phone number without viewing the complete phone number.
8. How does the {{phone}} attribute appear when phone number masking is enabled?
If a quick reply or template message contains the {{phone}} attribute, operators with phone number masking enabled will see a masked version of the customer's phone number within the Wati interface.
Administration
9. How can an admin enable phone number masking for an operator?
An admin can enable phone number masking by going to Settings > User Management, selecting an existing operator or creating a new operator, enabling Mask contact phone number for this user, and saving the changes.