Ada Redaction Feature

Ada’s redaction feature does not apply when variables are captured in greetings, handoffs, or in basic dialogue sections of an answer flow. However, redaction is triggered during normal conversation between the AI agent and the user when there is input.

If a redacted variable is specifically requested as part of an action, the action will fail because the redacted value is no longer available for Ada to execute on, leading to an error.

Additionally, if a redacted variable appears in the chat transcript that is sent to Zendesk or any other ticketing platform, it will be shown as redacted.