PHI Redaction in Version2

The Version2 Personal Health Information (PHI) Redaction setting in Version2 helps organizations protect sensitive information shared by donors, patients, alumni, and other constituents during conversations with a Virtual Engagement Officer (VEO).

When enabled, redaction occurs immediately upon receipt of an inbound message. This means protected information is removed before the message enters the Version2 platform and before any content is included in your Data Return File.

As a result:

• Protected information does not enter the Version2 system.
• Protected information is not stored in conversation records.
• Protected information is not included in Data Return Files.
• The VEO can still understand the context of the message and respond appropriately.

Available Redaction Settings

Version2 offers two levels of redaction:

Clinical Redaction

Clinical Redaction removes medical information while preserving general identifying details that may be necessary for conversation context.

Clinical Redaction detects and redacts:

• Medical conditions
• Diagnoses
• Medications
• Treatments
• Procedures

Clinical Redaction does not redact:

• Names
• Dates
• Addresses
• Locations
• Phone numbers
• Hospital or medical center names
• Physician names

Full Redaction

Full Redaction includes everything covered by Clinical Redaction, plus personally identifying information.

Full Redaction detects and redacts:

• Medical conditions
• Diagnoses
• Medications
• Treatments
• Procedures
• Names
• Dates
• Addresses
• Locations
• Phone numbers
• Hospital and medical center names
• Physician and other provider names

Because Full Redaction is designed to remove identifying information from all inbound messages, redaction will occur even when a message does not contain medical information.

Example: Clinical Redaction

Original Message

Hi, it's Michael Carter from Austin, Texas and I just wanted to let you know I had a really great experience with Dr. Patel at the Central Texas Medical Center recently. She successfully treated my rheumatoid arthritis, which was truly amazing, and I will be forever grateful to her. I'd like to donate to her research—would you be able to help coordinate that?

After Clinical Redaction

Hi, it's Michael Carter from Austin, Texas and I just wanted to let you know I had a really great experience with Dr. Patel at the Central Texas Medical Center recently. She successfully [TEST_TREATMENT_PROCEDURE-TREATMENT_NAME] my [MEDICAL_CONDITION-DX_NAME], which was truly amazing, and I will be forever grateful to her. I'd like to donate to her research—would you be able to help coordinate that?

Example: Full Redaction

Original Message

Hi, it's Michael Carter from Austin, Texas and I just wanted to let you know I had a really great experience with Dr. Patel at the Central Texas Medical Center recently. She successfully treated my rheumatoid arthritis, which was truly amazing, and I will be forever grateful to her. I'd like to donate to her research—would you be able to help coordinate that?

After Full Redaction

Hi, it's [PROTECTED_HEALTH_INFORMATION-NAME] from [PROTECTED_HEALTH_INFORMATION-ADDRESS] and I just wanted to let you know I had a really great experience with Dr. [PROTECTED_HEALTH_INFORMATION-NAME] at the [PROTECTED_HEALTH_INFORMATION-ADDRESS] recently. She successfully [TEST_TREATMENT_PROCEDURE-TREATMENT_NAME] my [MEDICAL_CONDITION-DX_NAME], which was truly amazing, and I will be forever grateful to her. I'd like to donate to her research—would you be able to help coordinate that?

VEO Response Quality

We have tested VEO responses using both Clinical and Full Redaction settings. In both scenarios, the AI remains able to understand the donor's intent and generate helpful, relevant responses.

For example, even when names, locations, and medical details are redacted, the VEO can still recognize that the constituent is expressing gratitude for a positive care experience and wishes to support related research efforts.

This allows organizations to maintain meaningful engagement while protecting sensitive information.

Please reach out to your Customer Success Manager, Onboarding Specialist (if in onboarding phase) or Version2 Support to explore the PHI redaction option that is right for your organization.