Clomni

How the AI agent hides sensitive details and which topics it stays away from

Last updated: 4 November 2026 · 5 min read

A customer may type a card number, a FIN or a password in the chat. On the “Safety” page you choose that these details don't reach the AI, and which topics the agent doesn't talk about. Administrators see the page, and changes are saved at once.

Steps

  1. 1

    Open the page

    Open “Clomni AI”, click the agent in the “AI agents” list and choose “Safety” in the menu on the left.

  2. 2

    What can be hidden

    Each one has its own switch:

    • “Card number”: a bank card number. A number that passes the Luhn check is hidden, a phone number isn't. The AI sees [KART].
    • “FIN and ID card”: the 7-character FIN code and the ID card number (AZE and 8 digits, AA and 7 digits). The AI sees [FIN], and a mark of its own for the ID card.
    • “IBAN”: a bank account's IBAN, with its check digits. The AI sees [IBAN].
    • “Passwords and codes”: what follows words such as “password”, “SMS code”, “PIN” or “CVV”. The AI sees [PAROL] and [KOD]. A question like “I forgot my password” isn't hidden.

    A new agent starts with card, IBAN and passwords switched on. An agent made before this page has them all off: switch on what you need.

  3. 3

    How hiding works

    Hiding happens on the AI's side only. The customer's message stays as it is in the conversation, and your team sees all of it. The masked text is what goes to the AI model, the knowledge search, the AI logs, the summary written for your team and learning. The AI doesn't see a hidden detail, can't save it to a contact field and doesn't ask the customer for it again. A card or a document in a picture isn't hidden.

  4. 4

    Try it

    Type a text in “Try it”, for example “my card is 4169 7388 1234 5678”, and press “Check”. You see the text the way the AI reads it. The check uses the switches the agent has on.

  5. 5

    Forbidden topics

    Add the topics the agent doesn't talk about at all, for example “politics”, “religion” or “competitors”. For each one, choose:

    • “Declines politely”: the agent declines in a short reply and offers help with something else;
    • “Hands over to a person”: the agent gives the conversation to your team. On the “Results” page this handoff counts under “Chosen topic”.

    You can add up to 20 topics. “Don't” under “Rules” is what the agent must not do in a reply; a forbidden topic is a subject it doesn't discuss at all. For topics that belong to the agent's work but need a person, such as “refunds”, use “When these topics come up” on the “Handoff and closing” page.