How to Hide Emails, Phone Numbers and PII on Zendesk, WhatsApp Web, and CRM Tools with a Chrome Extension

TL;DR

1. Support tools like Zendesk and messaging apps like WhatsApp Web often expose sensitive data (emails, phone numbers, names) in their UI.
2. Most redaction solutions require backend access, API integrations, or admin control.
3. A Chrome Extension can visually hide/mask sensitive data (PII) right in the browser — no backend change needed.
4. Strac’s Chrome Extension allows admins to configure rules to detect and redact PII across any web app.
5. It's ideal for regulated industries: finance, healthcare, betting, retail, or anyone needing lightweight frontend protection.

✨ The Hidden Data Leak Nobody Talks About

Your agents log into Zendesk to help customers. Or they’re chatting on WhatsApp Web with VIP clients.

But look closer:

• The customer’s email address is right there in the UI.
• Their phone number is visible in every reply.
• In CRMs or fraud tools, their SSN, address, or credit card info is exposed.

Most companies don’t realize: even if your backend is secure, your frontend UI can leak sensitive data.

Especially when:

• Screen sharing with vendors or interns
• Working in public or remote settings
• Screenshots are taken for documentation

This creates compliance risks under HIPAA, PCI, GDPR, and internal privacy policies.

What’s Wrong with Current Approaches?

• Endpoint agents are typically designed to block file uploads or transfers, but they don't touch the actual content being viewed by the user in the browser
• Many websites like WhatsApp Web, SEON, or other web-based tools don’t offer APIs for redaction or access control

They miss frontend PII exposure entirely.

For example:

• Zendesk user profile email shown when clicked — no API call needed
• WhatsApp chat history showing phone numbers — can’t be removed from the UI

✅ Why a Chrome Extension is the Perfect Fit

A browser extension sits directly in the user’s browser and can:

• Scan the webpage in real time
• Detect PII (email, phone, SSN, address) using ML and/or AI
• Redact, blur, or hide those fields dynamically

Benefits:

• No backend access needed
• Works across any web app
• Lightweight deployment
• Highly customizable masking rules

This is ideal for use cases like:

• Call center agents
• Customer support teams
• KYC and fraud prevention agents
• HR teams accessing CRM or applicant data

✨ How It Works (Strac Extension Demo)

Here’s how Strac’s Chrome Extension works across Zendesk, WhatsApp Web, and CRMs:

Step 1: Install Extension

Admins or IT deploy the extension across employee browsers using Chrome enterprise policies or manually.

Step 2: Configure Redaction Rules

Via dashboard or local config:

• What data to redact: email, phone, SSN, etc.
• How to redact: blur, mask (e.g., ****@gmail.com), hide entirely
• On which websites: zendesk.com, web.whatsapp.com, etc.

Step 3: Auto Redaction on UI

Once configured:

• Agent loads Zendesk → Email fields get blurred instantly
• Open WhatsApp Web → Contact numbers are hidden
• Visit CRM → PII fields masked in real-time

All of this happens client-side.

🌍 Real-World Examples

1. Zendesk

• Hide email addresses shown in user profiles
• Mask phone numbers inside ticket threads
• Blur attachments with sensitive file names

2. WhatsApp Web

• Redact contact numbers from chat header and messages
• Blur media previews containing visible PII

3. CRM Platforms or Tools like SEON, Dengage

• Hide user profile data like email, address, last 4 digits of SSN
• Block screenshots with visible customer info (optional)

🔐 Who Needs This?

This is especially useful for teams in:

IndustryRisk ScenarioBetting / GamblingExposing high-net-worth customer info during screen shareHealthcareAgents accessing PHI via support tools or chat appsRetail / E-commerceSharing Zendesk screens with vendors, exposing email/phoneBPOs / Call CentersPrivacy violation during onboarding/training

📈 Benefits Over Traditional DLP

While traditional DLP solutions like endpoint agents or agentless cloud scanners serve important roles, they simply can't solve the problem of frontend data exposure.

❌ Why Endpoint Agents Can't Help

• Endpoint DLP agents focus on blocking file uploads, clipboard use, or USB transfers, not on inspecting or modifying content being viewed inside the browser.
• They cannot detect or redact sensitive fields on live websites like Zendesk or WhatsApp Web.
• Most endpoint DLP tools don’t operate at the DOM level or can't keep up with modern web app frameworks (React, Vue, etc.).

❌ Why Agentless DLP Falls Short

• Agentless DLP relies on APIs or integrations with SaaS platforms — but many websites like WhatsApp Web, SEON, Dengage, and others offer no API access.
• Even when APIs exist (like in Zendesk), they may not expose user profile metadata or real-time frontend content.
• Agentless tools are often blind to browser-rendered data that never travels through email, upload, or storage APIs.

That’s why the Chrome Extension model stands apart — it directly sees what the user sees and redacts PII instantly.

✨ Get Started With Strac Chrome Extension

Strac's browser extension is already helping teams mask sensitive data across high-risk workflows. Easy to test, even easier to roll out.

• ✅ Works with Zendesk, WhatsApp Web, SEON, Dengage, Salesforce, and more
• ✅ Custom rules for each app
• ✅ No data ever leaves the browser
• ✅ HIPAA, PCI, GDPR-conscious design

Request a Demo →

🧠 Spicy FAQs

Can’t I just ask agents to be careful?

No. Human error is the #1 cause of data leaks. Visual PII redaction ensures they can’t accidentally see/share what they shouldn’t.

Why not just use Zendesk’s redaction APIs?

Zendesk redaction APIs are not able to remove user profile details (e.g. email address, phone neumber). However, chat messages can be redacted. Checkout Strac Zendesk DLP for how Strac automatically detects and redacts PII data elements: https://www.strac.io/integration/zendesk-dlp 

What’s the performance impact?

Negligible. The extension is very lightweight. No lag for users.

Can I enforce this for all users?

Yes.

Final Thoughts

Frontend data exposure is an underrated but dangerous threat. If your customer support or fraud teams use web tools with visible PII, you're likely violating internal policy — or worse, compliance mandates.

Deploying a browser extension like Strac is a quick, powerful way to:

• Mitigate insider risk
• Stay compliant
• Protect your customers' trust

The best part? No changes needed to your backend systems.

Get a Demo of the Strac Extension →