Phone number masking

With masking on, contact numbers stop being readable wherever they appear — Contacts, Team Inbox, campaign audiences, segments, and the user list in settings. What's left is the first three and last four digits with the middle starred out, so +919876543210 reads as *+919\\\\\3210. That's deliberately just enough to tell two contacts apart or to check a number against one a customer read out to you, without the whole thing sitting on screen where a passing colleague, a screen share or a recorded demo would pick it up. It's a single switch covering everyone on the account** — there's no separate setting per screen, and it applies to you as much as to your agents.

Masking everywhere is often too much, because the inbox is exactly where an agent may need the real number — to call it back, or to read it out for confirmation. Except - Team Inbox appears once masking is on and carves out that one place: numbers stay starred across the rest of the console but read normally inside Team Inbox. It's the setting most teams end up on, since it protects the wide surfaces like contact lists and exports of attention while leaving the people actually handling conversations able to do their job. The exception only exists while masking is on — switch masking off and it clears itself, so turning masking back on later starts from a clean slate rather than quietly restoring an old exception.

The account-wide switch is all-or-nothing, and Individual Override is the note at the bottom pointing out that particular people can be handled differently. It isn't a control itself — there's nothing to toggle here, just a link through to Settings → User Management, which is where per-person decisions are made. Open any teammate from there, or add a new one, and you'll find a Mask contact phone number for this user switch on their record: turn it on and that person sees contact numbers starred in Team Inbox, regardless of what the rest of the account is doing. It's the setting to reach for when one contractor, agency or temporary agent shouldn't be reading customer numbers even though your team can.