It might happen that some of the messages being sent by the user might get marked as personal or in other words, masked. The reason for this is, that the entity that is capturing the details related to the message might have been marked as personal on the Haptik platform.
In such cases, though the user has not shared any personally identifiable information, yet the message will be masked.
For this, you can check the message logs and see the entities that are being captured and check if they are not marked personal to solve this.
If the issue still persists, please connect with our Support Team at support@haptik.ai.