Summary
The phone number masking feature in Wati's Team Inbox helps administrators control which team members can view customer phone numbers. This feature ensures privacy while allowing flexibility based on user roles. For instance, support agents can have restricted access to customer phone numbers, while sales representatives can view them to make follow-up calls.
Note: Phone number masking is available only on the Business plan.
Instructions
How It Works
Admins can enable phone number masking for users with the Operator role in User Management.
When adding or editing a user, there's an option to "Hide contact details from user."
If this setting is enabled, the phone number will appear as masked in Team Inbox.
By default, this setting is disabled for all users but can be activated as needed.
Team Inbox Views with Masked Numbers
For users with phone number masking enabled, only the first 3 digits and last 4 digits of a customer's phone number will be visible. This applies across multiple areas in Team Inbox:
1. General Team Inbox View
The phone number will be masked in contact information and system messages within the messaging window.
2. Starting a New Chat
When selecting a contact to start a new chat, their phone number will be displayed in a masked format.
3. Searching for Chats
Operators can still search for chats using the last 4 digits of a customer’s phone number.
4. Quick Replies and Template Messages
If a template or quick reply includes the
{{phone}}attribute, the phone number will appear as masked in the UI.
Managing Phone Number Masking
Navigate to User Management in Wati.
Select an existing user or add a new user.
Enable "Hide contact details from user" under their profile settings.
Save changes, and the phone number masking will be applied.
This feature helps maintain privacy while ensuring efficient customer interactions. If you need further assistance, contact Wati Support.
Frequently Asked Questions (FAQs)
General Questions
What is phone number masking in Wati's Team Inbox? → Phone number masking is a feature that allows administrators to control which team members can view full customer phone numbers in Team Inbox. It helps maintain privacy while offering flexibility based on user roles.
Who can use the phone number masking feature? → This feature is available only for Business plan users in Wati.
Can I choose which users have masked phone numbers? → Yes, admins can enable or disable phone number masking for specific users by modifying their settings in User Management.
Functionality and Usage
How does phone number masking work? → When enabled, users with the Operator role will see only the first 3 digits and last 4 digits of a customer's phone number. The rest will be masked.
Where will phone numbers be masked in Team Inbox? → Phone numbers will be masked in the following areas:
Contact information and system messages are in the messaging window.
Contact lists when starting a new chat.
Search results (users can still search using the last 4 digits of a phone number).
Quick replies and template messages where the {{phone}} attribute is used.
Will masked numbers affect my ability to contact customers? → No, phone numbers are still functional within Wati's system. The masking only affects how they are displayed in the UI.
Can operators still search for chats by phone number? → Yes, operators can search for chats using the last 4 digits of a customer's phone number.
Managing Phone Number Masking
How do I enable phone number masking for a user? → Follow these steps:
Go to User Management in Wati.
Select an existing user or add a new one.
Enable Hide contact details from a user under their profile settings.
Save the changes.
Can I disable phone number masking for a user later? → Yes, admins can modify user settings at any time by going to User Management and toggling off the masking option.
Does phone number masking apply to all roles? → No, it only applies to users assigned the Operator role.
Troubleshooting
Why can't I see the full phone number even though I'm an admin? → Make sure your role settings do not have phone number masking enabled. Only operators have their views restricted by this feature.
What if I need full access to customer phone numbers? → Contact your administrator to adjust your settings in User Management.
Who can I reach out to for support on phone number masking? → If you need assistance, contact Wati Support for further guidance.