Number Masking & Privacy
On a shared inbox, not everyone needs to see customers’ raw phone numbers. Number masking lets admins hide customer numbers from agents — reducing the risk of an agent contacting customers off-platform or exporting your list — while admins keep full visibility.
How it works
When masking is on, agents see customer phone numbers obscured across the product: in chat lists, message threads, and contact records. Admins always see full numbers. The masking is applied server-side, so a masked number is never sent to an agent’s browser in the first place.
Masking is on by default. Loopwave fails closed toward privacy — a multi-agent inbox starts protected, and an admin must deliberately turn masking off.
Who sees what
| Viewer | Masking ON | Masking OFF |
|---|---|---|
| Admin | Full numbers | Full numbers |
| Agent | Masked numbers | Full numbers |
Masking only ever affects agents. It never changes what admins see.
Turning masking on or off
- Open privacy settings
As an admin, go to Settings → Privacy.
- Toggle “Mask numbers for agents”
On hides numbers from agents; off shows them. The change applies immediately to new responses.
The toggle is admin-only and is recorded in your activity log so you have a trail of when privacy settings changed.
Masking hides numbers in Loopwave’s responses to agents. It does not retroactively scrub numbers an agent may have already seen or saved while masking was off. Decide your privacy posture before granting agent access.
Masking pairs with roles — agents are masked, admins are not.