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A clinic runs a Medical Agent that collects insurance IDs, policy holders, and sensitive intake answers from patients. The information has to live in the CRM so the team can act on it — but it shouldn’t sit in the database as plain text. Data encryption lets you mark specific CRM fields and forms so their values are stored encrypted at rest. This page explains what encryption does, what it deliberately doesn’t do, and what changes once you turn it on. To enable it, see custom fields and forms.

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Available on Medical Agents

Encryption is a Medical Agent capability. The encryption controls — the Encrypted column and Encrypt this field switch on the Fields screen, and the Encrypt form data setting in the Form Builder — appear only on Medical Agents. On other agent types you won’t see these options.
An agent’s type is set when you create it. If you need encryption on an agent that isn’t a Medical Agent, create a Medical Agent for that work rather than expecting the option to appear on an existing general agent.

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What encryption does — and doesn’t do

Encryption protects the stored copy of your data. It is not a way to hide values from your own team or the agent.
  • It encrypts values at rest. Encrypted values are stored as ciphertext in the database instead of readable text, so the stored data isn’t legible on its own.
  • Each agent has its own encryption key. One agent’s encrypted data can’t be read with another agent’s key.
  • It is not access control. When an authorized team member opens a contact or a submission, the values are decrypted automatically and shown normally. Encryption guards the data where it’s stored — it doesn’t change who can view it.
  • It is separate from “Allow for AI.” Turning on encryption for a field does not hide that field from the agent. Whether the agent can read and capture a field is still governed by its Allow for AI setting, independently of encryption. See custom fields.
If your goal is to keep a value away from people or the agent — rather than to protect it at rest — use roles to limit who can view a contact, and leave Allow for AI off for fields the agent shouldn’t use. Encryption and access control solve different problems.

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Two things you can encrypt

A custom field

Turn on Encrypt this field for an individual custom field. Its values are stored encrypted on every contact.

A whole form

Turn on Encrypt form data for a form. Every submission’s data for that form is stored encrypted.
Field encryption applies to custom fields only — the standard Name, Email, and Phone fields can’t be encrypted, and their toggle is disabled with the note “Only custom fields can be encrypted.”
CRM Fields screen on a Medical Agent showing the Encrypted column and per-field Encrypt switches

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It’s one-way

Encryption is deliberate and permanent — plan for it before you turn it on.
Encryption can’t be turned off once enabled, for either a field or a form. When you enable it, A2V2.ai asks you to confirm (“Enable Field Encryption” for a field, “Enable Encryption” for a form). After you confirm, the toggle is locked on and shows “Encryption is enabled and cannot be turned off.” If you no longer need an encrypted field, delete it and create a new one instead.

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What changes once it’s on

ConcernBehavior
StorageValues are stored encrypted at rest instead of as plain text.
Viewing in the dashboardNo change for your team — values are decrypted automatically and shown normally when you open the contact or submission.
Agent accessUnchanged and independent of encryption — governed by Allow for AI on the field. Encryption does not hide a field from the agent.
New vs. existing valuesApplies going forward. Values saved after you enable encryption are encrypted; values already stored aren’t retroactively encrypted.

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Working with regulated health data

Encryption is one piece of handling sensitive data, not a compliance certification on its own. If you’re building a healthcare workflow, it usually pairs with a HIPAA-eligible model and the right agreements in place for your organization.
Enabling encryption does not by itself make your use case HIPAA-compliant. Handling regulated health data also depends on model choice, the right agreements, and correct configuration for your organization. If you’re building for a healthcare use case, talk to us at support@a2v2.ai before going live so we can confirm the right setup.

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Troubleshooting

Encryption controls appear on Medical Agents only. On other agent types the Encrypted column, the Encrypt this field switch, and Encrypt form data won’t show. Create a Medical Agent for work that needs encryption.
Only custom fields can be encrypted. The standard Name, Email, and Phone fields show the switch disabled with “Only custom fields can be encrypted.” Add a custom field for the value you want to protect.
That’s expected — encryption is one-way. Once enabled for a field or form it can’t be disabled. If you no longer need an encrypted field, delete it and create a new, unencrypted one.
That’s expected. Encryption protects data at rest; it isn’t access control. Authorized team members see decrypted values when they open a contact. To limit who can view a contact, use roles.

Custom fields

Add and encrypt the custom fields your agent collects.

Forms

Build forms and encrypt their submission data.

Data privacy & isolation

How A2V2.ai keeps each organization’s and agent’s data separate and private.

Members & roles

Control who on your team can view and manage contacts.