Documentation / Account and organisations
Policy: sensitive data and voice transcription
In short: Under Policy in the account settings you make two choices for the whole account: whether aishaa replaces valid BSNs, payment card numbers and IBANs before text goes to the AI provider or the translation service, and whether aishaa converts WhatsApp voice messages to text (and up to what length). Every change is saved immediately.
Where to find this
Go to Account > Account settings and scroll to the Policy section. The subtitle reads “Compliance and cost choices for the whole account. Every change is saved immediately.”
Who: only an Account admin. The choices apply to all organisations in the account; an organisation cannot deviate from them.
The Policy section in Account settings with the Redact sensitive identifiers for external AI switch, the Transcribe WhatsApp voice messages switch and the Maximum length (minutes) field.
Redact sensitive identifiers for external AI
With the switch Redact sensitive identifiers for external AI you decide whether aishaa hides sensitive numbers before text leaves the platform. The help text: “Valid BSNs, payment card numbers and IBANs are replaced before text is sent to the AI provider or DeepL. BSNs are restored locally only in translations.”
| Setting | Meaning |
|---|---|
| Off (default) | Text from customers and colleagues goes unchanged to the AI provider and to DeepL for translations. |
| On | aishaa checks the text for valid BSNs, payment card numbers and IBANs and replaces them before the text goes to the AI provider or DeepL. In translations, aishaa then restores BSNs locally, so the translated text is complete for your team. |
What you need to know:
- Redaction only works on valid numbers. A random number that happens to look like a BSN or IBAN is not replaced.
- The original messages in aishaa do not change. The replacement only happens in what is sent to the external service.
- In translations, only BSNs are put back in place; payment card numbers and IBANs remain replaced in the translation.
- If you switch this on, it applies immediately to new AI processing in all organisations.
Transcribe WhatsApp voice messages
With the switch Transcribe WhatsApp voice messages you decide whether aishaa converts spoken WhatsApp messages to text. The help text: “The text appears under the audio and lets aishaa understand the message. Longer audio stays a download.” The audio is sent to the speech service that aishaa uses.
| Item | Meaning | Default |
|---|---|---|
| Transcribe WhatsApp voice messages | On: aishaa transcribes voice messages and shows the text below the audio on the ticket. aishaa can then take the content into account in what it understands from the message and in its proposals. Off: voice messages are only available as audio and the AI does not know their content. | On |
| Maximum length (minutes) | Voice messages up to this length are transcribed. Longer messages are only available as a download. Range 1 to 60 minutes. The field can only be edited if transcription is switched on. | 10 |
This choice is your opt-out for sending audio to the speech provider. Read how voice messages appear in the inbox in WhatsApp in the inbox.
Good to know
- Both settings apply to the whole account. There is no variant per organisation.
- Every change is saved immediately; you will see the message The account policy has been saved.
- You set up the transcription of phone calls separately, per phone number, in the telephony number settings. See Number settings: greeting, recording, transcription and voicemail.
- aishaa has no setting to automatically delete or anonymise tickets or messages after a retention period. See Data protection in aishaa.