# PII whitelisting and FreshChat live chat handover

**Summary:** Whitelist words you don't want the PII filter to remove, and hand off live chat conversations to FreshChat.

**In short:** Protect privacy without filtering your product names.

**Published:** 2025-01-20

- You can now add a __whitelist of words__ you don’t want to be removed by the PII filter. This will ensure the data and privacy protections remain in place while preventing certain words (ie. names of your products) from getting filtered.
![Allowed PII words field in AI configuration](../../media/AI_Configuration_-_Allowed_PII_words.png)
- Live chat handover to FreshChat is now possible! 🎉