What is Hide Customer's Number?
Hide Customer's Number, also known as Number Masking, is a privacy-focused feature that allows the owner account to hide actual phone numbers from other users within the system, while still enabling them to make and receive calls. When this feature is enabled, users see a partially hidden version of the number (e.g., +918*******9) instead of the full phone number.
This helps protect sensitive client information while ensuring smooth calling operations across teams.
Why Use Hide Customer's Number and What Are the Benefits?
Hide Customer's Number is an essential tool for businesses that prioritize customer privacy and want to prevent internal misuse of client data. It is especially useful in environments where multiple agents or teams interact with customer contacts.
Key benefits include:
Prevents unauthorized access or misuse of customer phone numbers
Maintains full calling functionality without exposing sensitive contact details
Supports compliance with privacy and data protection standards
Builds customer trust by safeguarding personal information
Ideal for industries such as customer support, logistics, real estate, and healthcare, where confidentiality is critical
Where and How Is Hide Customer's Number Applied?
Once enabled, Hide Customer's Number is applied across key areas of CallHippo to obscure full contact details from view:
Contacts List: Client numbers are displayed in a masked format (e.g., +918*******9)
Call Logs: Numbers in the call logs are partially hidden
Dialer Screen: While making or receiving calls from your dialer, users see only the masked version of your client’s number.
Even though the full number is hidden, users retain complete call functionality, including the ability to place and receive calls as usual.
Important: This feature only helps you hide your client’s number. You cannot hide the numbers allocated to the agents from them in any way.
Steps to enable the “Hide Customer’s Number” feature:
1. Log in to your CallHippo dashboard.
2. Click on the settings option visible at the top of the screen.
3. Click on the toggle option visible in the screenshot to enable the feature.
4. Select the role of the agent and then the user from the dropdown list for which you want to enable to feature and hide the numbers from.
5. Click on the “Apply” button to finalize the changes.
6. You will be able to see the list of users from which the Customer’s Number is hidden on the screen, as visible in the screenshot.
If the changes don't reflect instantly, ask the agent to re-login once, and then the agent will only see your phone number in a masked format when you make calls through CallHippo. This helps maintain your privacy while using the service.
Frequently asked questions:
Q: What happens if Smart Number Masking is not working?
A: 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.
Q: Can I use Number Masking for both inbound and outbound calls?
A: Yes, CallHippo’s Number Masking works for both incoming and outgoing calls, ensuring privacy in all communication channels.
Q: Will call recordings still work if Number Masking is enabled?
A: Yes, call recordings will still be captured, but they will store the masked number instead of the actual phone numbers for security reasons.
Q: Does Number Masking work for international calls?
A: Yes, it works for international calls as well.
Q: How can I troubleshoot Smart Number Masking issues?
Check your CallHippo settings to ensure masking is enabled.
Restart the CallHippo app and try making a test call.
Contact [email protected] for assistance.
Q: Can I use the "Hide Customer’s Number" feature to hide agent phone numbers from other users?
A: No, this feature is designed solely to hide client phone numbers from selected users. It does not hide the phone numbers assigned to agents. Agent numbers remain visible to ensure proper communication and coordination within your team.
Q: Can I have a demo of Number Masking before upgrading to the plan that includes this feature?
A: Yes, we can offer a demo of the Number Masking feature if you are planning to upgrade the plan for this.
Q: If users can see the allocated number, then what will be hidden?
A: The "Hide Customer’s Number" feature only hides customer phone numbers from selected users—it does not hide the numbers allocated to agents. Agent numbers will always remain visible to ensure smooth internal communication and operational clarity. What will be hidden are the actual phone numbers of customers or leads stored in your system; these will appear in a masked format (e.g., +918*******9) for users who are restricted by this feature.
Q. What is Number Masking, and how does it work?
A: 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.
Q: Why should businesses use Number Masking?
A: 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.
Q: 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.
Q: What happens if Smart Number Masking is not working?
A: 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 service provider.
Q: Can I use Number Masking for both inbound and outbound calls
A: Yes, CallHippo’s Number Masking works for both incoming and outgoing calls, ensuring privacy in all communication channels.
Q: Will call recordings still work if Number Masking is enabled?
A: Yes, call recordings will still be captured, but they will store the masked number instead of the actual phone numbers for security reasons.
Q: Does Number Masking work for international calls?
A: Yes, but it depends on country-specific telecom regulations. Some regions may have restrictions on number masking.
Q: 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.
Q: Can I disable Number Masking for specific calls?
A: No.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]