Find callback logs by looking up hashed phone numbers.

For customer confidentiality, callback phone numbers are hashed before being written to Mindful Callback logs. Thus, it is not possible to search for interactions in Datadog by customer phone number. This guide details the steps to convert a phone number into the same hash value stored in logs, so that you can reliably search for an interaction.

Create hash values

Follow the steps below to hash a phone number and locate it in Datadog.

1. Obtain the customer phone number associated with the interaction.

   This can come directly from the client, historical reports, or Call Detail records.

2. In Platform Admin, open the Hash Value page.

3. On the Hash Value page, enter the customer phone number in the Text field, then click Hash.

   

   After a moment, you should see the hash value displayed in a banner message:

   
4. Copy the hash value from the banner message.

Locate logs

1. In the Datadog UI (accessible through Okta), open the Logs page.

2. Enter search parameters in the search field:

   

   • Enter the hash value for the customer phone number.

   • (Optional) Add "app:callbackcloud" to limit the search to Callback logs.

   • (Optional) Add "env:production" to limit the search to the Production instance, if needed.

   • (Optional) Update the time/duration filter near the top-right of the page to include the relevant timeframe, if needed.

Search results will update automatically as you enter criteria in the search field.

(Optional) Verify hash values

If needed, you can verify that a hash value accurately represents a specific phone number on the Verify Hash page via the steps below:

1. On the Verify Hash page, enter the customer phone number in the Text field.

2. Enter the hash value in the Digest field.

3. Click Verify when ready.

   

   A banner message will appear, indicating whether the hash value corresponds to the phone number or not.