---
title: "Incident In-app AI"
slug: "incident-in-app-ai-1"
updated: 2025-12-17T09:29:22Z
published: 2025-12-17T09:30:01Z
canonical: "help.symphonysummitai.com/incident-in-app-ai-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Incident In-app AI

Enterprises frequently deal with sensitive Personally Identifiable Information (PII) in their communications. Accidentally sharing PII can lead to serious compliance, privacy, and security issues. To prevent these risks, it's essential to identify PII, and our system can detect and mask PII data in real-time.

Copilot has a PII detection system by leveraging natural language processing (NLP) techniques and machine learning algorithms to identify and mask sensitive PII data in the Apex application. The system will integrate seamlessly with Apex application used within the organization, providing real time monitoring and intervention.

To mask personal information while creating Incidents, perform the following steps:

1. Log in to the application.
2. Navigate to **Incident** > **User** > **New Incident**.
3. Enter the required details along with personal information such as Email and Phone Number.![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ni(1).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A14%3A56Z&se=2026-11-11T16%3A14%3A56Z&sr=c&sp=r&sig=37fNyfzU2AC6qbASsMjxAekz2V%2Brd8WXJV5xCXV7DM4%3D)

Figure: New Incident
4. Click **Submit** to create an Incident with personal information.
5. Prior to Incident creation a popup window is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/PII.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A14%3A56Z&se=2026-11-11T16%3A14%3A56Z&sr=c&sp=r&sig=37fNyfzU2AC6qbASsMjxAekz2V%2Brd8WXJV5xCXV7DM4%3D)

Figure: PII Confirmation
6. Choose one of the option from the below:

**Give Consent and Submit**

Click **Give Consent and Submit**, if you want to provide your consent to use the details and create the ticket. When you choose this the personal details provided in the Incident is visible. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/PII data unmasked.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A14%3A56Z&se=2026-11-11T16%3A14%3A56Z&sr=c&sp=r&sig=37fNyfzU2AC6qbASsMjxAekz2V%2Brd8WXJV5xCXV7DM4%3D)Figure: Give Consent and Submit

**Mask and Submit**

Click **Mask and Submit** if you want to create the ticket by masking the details and then creating the ticket.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/PII masked.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A14%3A56Z&se=2026-11-11T16%3A14%3A56Z&sr=c&sp=r&sig=37fNyfzU2AC6qbASsMjxAekz2V%2Brd8WXJV5xCXV7DM4%3D)Figure: PII Masked

> [!NOTE]
> Note
> 
> Everywhere in the application the details are masked for this record

For more information, refer [PII Copilot Documentation](https://help.symphonysummitai.com/copilot/docs/copilot-pii-v1).