If you have a call that involves sensitive information, such as healthcare information, you may need to redact the caller ID of the external party on a call.
To make a redaction request you can either:
- Open a case in the Support Portal and select the Caller ID Redaction Request item in the Problem Type dropdown
- Make sure to include a Call ID so we know which call(s) to redact!
- Email support@avoxi.com and ask us to redact the Caller ID for a call. If you provide the Call ID from Genius, we will be able to redact that call and will confirm once redaction is complete.
The Support team will then use our redaction tools to redact the calls you have specified. Once redaction is complete, you will see the Caller ID in Genius for that call displayed as Redacted:
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Mobile App
If you also use the Mobile App and need redaction there, please reach out to support@avoxi.com to discuss options
We cannot delete calls
To comply with regulatory agencies and handle billing disputes, we will not delete calls from your system. We can provide the above-mentioned service to help redact certain pieces of information from the call and you have the power to delete call recordings.
