What is (Number Masking) in CallHippo?

Number Masking is a feature in CallHippo that ensures privacy by hiding the actual phone number of both the caller and the receiver. Instead of displaying personal or business numbers.

With Number Masking:

Phone numbers in contacts, call logs, and on the calling screen are partially hidden (e.g., +918*******9).

It prevents unauthorized access and reduces the risk of data misuse or fraudulent activities.

This feature enhances customer privacy while maintaining seamless communication within your business.

1. What is  Number Masking, and how does it work?

Smart Number Masking is a feature when a customer or agent makes a call, the recipient sees the masked number instead of the actual phone number, ensuring privacy and security.

2. Why should businesses use Number Masking?

Businesses use Smart Number Masking to:

  • Protect customer and agent privacy.

  • Ensure secure communication between users.

  • Maintain professionalism by displaying a business number instead of personal numbers.

  • Comply with data protection policies and regulatory requirements.

3. What are the use cases of  Number Masking?

  • E-commerce & Delivery Services: Ensuring customers and delivery agents can communicate without revealing personal numbers.

  • Customer Support: Allowing agents to call customers without exposing their direct phone numbers.

  • Ride-Sharing & Transportation: Drivers and passengers can communicate safely using virtual numbers.

  • Healthcare & Consultation Services: Doctors and patients can interact securely while maintaining confidentiality.

4. What happens if Smart Number Masking is not working?

If Smart Number Masking is not functioning properly, Possible reasons and solutions include:

  • Network Issues: Ensure a stable internet connection.

  • Feature Not Enabled: Check if the masking feature is active in the CallHippo dashboard.

  • Configuration Issues: Contact CallHippo support to verify settings.

  • Carrier Restrictions: Some telecom providers may block number masking—check with the customer services provider.

5. How to enable Smart Number Masking in CallHippo?

  1. Log in to your CallHippo dashboard.

  2. Navigate to Settings.

  3. Enable Hide Customer's Number (Number Masking) for inbound and outbound calls.

  4. Select the user for which you want to Hide the number

6. Can I use Number Masking for both inbound and outbound calls?

Yes, CallHippo’s Number Masking works for both incoming and outgoing calls, ensuring privacy in all communication channels.

7. Will call recordings still work if  Number Masking is enabled?

Yes, call recordings will still be captured, but they will store the masked number instead of the actual phone numbers for security reasons.

8. Does Number Masking work for international calls?

Yes, but it depends on country-specific telecom regulations. Some regions may have restrictions on number masking.

9. How can I troubleshoot Smart Number Masking issues?

  • Check your CallHippo settings to ensure masking is enabled.

  • Verify with your telecom provider if number masking is supported in your region.

  • Restart the CallHippo app and try making a test call.

  • Contact [email protected] for assistance.

10. Can I disable Number Masking for specific calls?

No.