Why isn't a social security number being masked within a chat transcript?

Environment:

PC (PCI), PS, FG, Chat

Resolution:

The Social Security Number is a nine-digit number divided into three parts in the following format : "AAA-GG-SSSS". If during a chat, the end user enters the SSN into a non-standard format (for example 199999999), it will not be masked in the chat transcript from the agent's perspective. This is the design intent of the application from the firewall point of view by the fact that it would cause a very large number of false positives to mask all 9 digit numbers when no delimiters are being used.

In order for SSNs to be masked in chat transcripts, one of the following patterns must be matched:

199-99-9999

199.99.9999

199 99 9999

As an alternative, enabling Incident Thread Masking feature will mask 9 digits that are entered in a non-standard format on the incident associated with chat. For additional information regarding this feature refer to Answer ID 6316: Enable Incident Thread masking feature .