Aircall Help Center | Transcription Redaction: protecting sensitive data in call transcripts

Transcription Redaction automatically removes sensitive information from call transcripts before they are stored. When enabled, Aircall replaces sensitive content with labeled placeholders at transcription time and the original data is never saved and cannot be recovered. This article explains how to configure redaction at the company level and for individual numbers.

With Transcription Redaction, you can:

Stay compliant with PCI-DSS, HIPAA, and GDPR requirements.
Keep using AI Assist features without storing sensitive data in transcripts.
Configure redaction globally for all numbers, or customize it per number.

Requirements

License: AI Assist or AI Assist Pro with transcription enabled
Role: Admin or Owner

Redaction categories

Three categories are available. When you first enable redaction, all three are selected by default.

Category	What gets redacted
Payment Data (PCI)	Credit card numbers, CVV codes, expiration dates, and other payment information
Personal Information (PII)	Names, addresses, Social Security numbers, email addresses, and phone numbers
Medical Information (PHI)	Medical record numbers, health conditions, medications, and other health-related data

How to enable company-wide redaction

Company-wide redaction sets a default policy that applies to all numbers with transcription enabled. Start here if you want redaction across most or all of your numbers.

Important: Redacted data is permanently removed at the transcription level and cannot be recovered. There is no unredacted view.

Steps:

Go to Aircall Dashboard > AI Assist > Settings.
Select the Data privacy tab.
Toggle on Remove sensitive data.
Select the categories you want to redact: Payment Data, Personal Information, Medical Information.

Note: These settings apply to all numbers with transcription enabled. To configure redaction for a specific number, see the section below.

How to override redaction settings for a specific number

Number-level settings always take priority over the company-wide default. Use this to enable redaction on a specific number when the company default is off, or to disable it for a number when the company default is on.

Steps:

Go to Aircall Dashboard > Numbers.
Select the number you want to configure.
Click the Settings tab.
Scroll to the Transcription section and confirm transcription is enabled.
Under Redaction, toggle on Redact sensitive data from transcripts.
Select the categories you want to redact for this number.

Important: Number-level redaction settings always override the company-wide default — including to disable redaction for a number where the global setting is on.

How redacted transcripts look

Sensitive content is replaced with entity-type placeholders. For example:

Before redaction	After redaction
"My card number is 4111 1111 1111 1111 and my name is John Smith."	"My card number is [CREDIT_CARD_1] and my name is [NAME_1]."

If the same entity type appears more than once, each instance is numbered sequentially: [SSN_1], [SSN_2], and so on.

The rest of the transcript is unaffected and fully readable.

How redaction affects AI Assist features

Redacted transcripts are the input for all downstream AI Assist features. This is expected behavior — the purpose of redaction is to ensure sensitive data does not persist anywhere in the system.

Summaries reflect the redacted version (for example: "Customer provided their [CREDIT_CARD_1] for payment.").
Key Topics, Playbooks, and Call Scoring operate on the redacted transcript.
Transcript search will not return results for redacted content. Searching for a credit card number, for example, will return no matches.

Real-time transcription

Real-time (live) transcription redaction is not currently available. Redaction applies to recorded call transcriptions only.

Note: When real-time redaction becomes available, it will support English only and may cover fewer data types than recording transcription redaction.

FAQs

Does redaction apply to existing transcripts?

No. Redaction applies only to new calls transcribed after the setting is enabled. Existing transcripts are not affected.

Can redaction be undone?

No. Redacted data is permanently removed and cannot be recovered. The original sensitive content is never stored.

Does redaction affect call recordings?

No. Redaction applies to the text transcript only. Audio recordings are not modified.

Can I enable redaction for some numbers but not others?

Yes. Set a company-wide default under AI Assist > Settings > Redaction, then override individual numbers in their transcription settings. The number-level setting always takes priority.

Will AI Assist features like summaries and call scoring still work?

Yes. All AI Assist features continue to work using the redacted transcript as their input.

What happens if I disable company-wide redaction after it has been running?

Transcriptions created before you disable the setting are not changed. Disabling redaction stops it from applying to new transcriptions going forward.

With Transcription Redaction, you can:

Stay compliant with PCI-DSS, HIPAA, and GDPR requirements.
Keep using AI Assist features without storing sensitive data in transcripts.
Configure redaction globally for all numbers, or customize it per number.

Requirements

License: AI Assist or AI Assist Pro with transcription enabled
Role: Admin or Owner

Redaction categories

Three categories are available. When you first enable redaction, all three are selected by default.

Category	What gets redacted
Payment Data (PCI)	Credit card numbers, CVV codes, expiration dates, and other payment information
Personal Information (PII)	Names, addresses, Social Security numbers, email addresses, and phone numbers
Medical Information (PHI)	Medical record numbers, health conditions, medications, and other health-related data

How to enable company-wide redaction

Company-wide redaction sets a default policy that applies to all numbers with transcription enabled. Start here if you want redaction across most or all of your numbers.

Important: Redacted data is permanently removed at the transcription level and cannot be recovered. There is no unredacted view.

Steps:

Go to Aircall Dashboard > AI Assist > Settings.
Select the Data privacy tab.
Toggle on Remove sensitive data.
Select the categories you want to redact: Payment Data, Personal Information, Medical Information.

Note: These settings apply to all numbers with transcription enabled. To configure redaction for a specific number, see the section below.

How to override redaction settings for a specific number

Steps:

Go to Aircall Dashboard > Numbers.
Select the number you want to configure.
Click the Settings tab.
Scroll to the Transcription section and confirm transcription is enabled.
Under Redaction, toggle on Redact sensitive data from transcripts.
Select the categories you want to redact for this number.

Important: Number-level redaction settings always override the company-wide default — including to disable redaction for a number where the global setting is on.

How redacted transcripts look

Sensitive content is replaced with entity-type placeholders. For example:

Before redaction	After redaction
"My card number is 4111 1111 1111 1111 and my name is John Smith."	"My card number is [CREDIT_CARD_1] and my name is [NAME_1]."

If the same entity type appears more than once, each instance is numbered sequentially: [SSN_1], [SSN_2], and so on.

The rest of the transcript is unaffected and fully readable.

How redaction affects AI Assist features

Redacted transcripts are the input for all downstream AI Assist features. This is expected behavior — the purpose of redaction is to ensure sensitive data does not persist anywhere in the system.

Summaries reflect the redacted version (for example: "Customer provided their [CREDIT_CARD_1] for payment.").
Key Topics, Playbooks, and Call Scoring operate on the redacted transcript.
Transcript search will not return results for redacted content. Searching for a credit card number, for example, will return no matches.

Real-time transcription

Real-time (live) transcription redaction is not currently available. Redaction applies to recorded call transcriptions only.

Note: When real-time redaction becomes available, it will support English only and may cover fewer data types than recording transcription redaction.

FAQs

Does redaction apply to existing transcripts?

No. Redaction applies only to new calls transcribed after the setting is enabled. Existing transcripts are not affected.

Can redaction be undone?

No. Redacted data is permanently removed and cannot be recovered. The original sensitive content is never stored.

Does redaction affect call recordings?

No. Redaction applies to the text transcript only. Audio recordings are not modified.

Can I enable redaction for some numbers but not others?

Yes. Set a company-wide default under AI Assist > Settings > Redaction, then override individual numbers in their transcription settings. The number-level setting always takes priority.

Will AI Assist features like summaries and call scoring still work?

Yes. All AI Assist features continue to work using the redacted transcript as their input.

What happens if I disable company-wide redaction after it has been running?

Transcriptions created before you disable the setting are not changed. Disabling redaction stops it from applying to new transcriptions going forward.