Create unmasking window by customer ID

Kustomer can mask sensitive fields, such as an account number or a date of birth, so they are hidden in the agent desktop and in API responses. An attribute becomes sensitive through its custom attribute metadata (sensitive). Sometimes an agent or an integration legitimately needs to see the real values for one customer, for example to verify identity during a call. An unmasking window grants that for a limited time.

Creating a window starts it immediately and sets its end from your org's data masking settings, 24 hours by default. A customer has at most one window: creating another replaces it and restarts the clock. When the window ends, or when you delete it, sensitive values are masked again.

What a window covers

The window lives on the customer, and the create response returns the customer with an unmaskingWindow object holding requestedBy (the user who opened it), startDate and endDate. While the current time is between startDate and endDate, sensitive attributes are returned unmasked on:

• the customer,
• the customer's conversations,
• the customer's messages and notes,
• the customer's custom objects (KObjects).

The values are unmasked for anyone who can read those objects, not only for the user who opened the window, and masking is unchanged for every other customer. Opening or closing a window counts as an update to the customer: it changes the customer's updatedAt and rev.

Which endpoint to use

Neither request takes a body. Both return 404 if the customer doesn't exist. Close the window as soon as the task that needed it is done, rather than waiting for it to expire.