Enable exact search queries for encrypted phone fields
Stay organized with collections
Save and categorize content based on your preferences.
If you have phone fields encrypted in Salesforce, you need to make an
update in the CCAI Platform portal to allow searching for phone numbers
in your instance. If you encounter issues with search, verify that
encryption is properly configured in the Salesforce tenant. To verify you have
encryption configured correctly, see Enable encryption on standard properties.
Turn on exact search in Contact Center AI Platform
To turn on exact search, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings.
If you don't see the Settings menu, click menuMenu.
Under Account Lookup, click the Phone number lookup field is encrypted
checkbox.
Under Phone Number Format, select a phone number format. If the phone
number format is set to Automatic, the phone number lookup fails and
and an error is returned.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[],[],null,["# Enable exact search queries for encrypted phone fields\n\nIf you have phone fields encrypted in Salesforce, you need to make an\nupdate in the CCAI Platform portal to allow searching for phone numbers\nin your instance. If you encounter issues with search, verify that\nencryption is properly configured in the Salesforce tenant. To verify you have\nencryption configured correctly, see [Enable encryption on standard properties](/contact-center/ccai-platform/docs/salesforce-enable-encryption).\n\nTurn on exact search in Contact Center AI Platform\n--------------------------------------------------\n\nTo turn on exact search, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Developer Settings** .\n If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Under **Account Lookup** , click the **Phone number lookup field is encrypted**\n checkbox.\n\n3. Under **Phone Number Format** , select a phone number format. If the phone\n number format is set to **Automatic**, the phone number lookup fails and\n and an error is returned.\n\n4. Click **Save**."]]
