Genesys Cloud - Main

Hello,

Currently for accessing data between different inbound flows, we are using the Set and Get Participant Data blocks in Architect. The problem with this approach is that we don't have a way to encrypt this data at the conversation level with our own keys. So to avoid leaving sensitive information, after setting the data required for screen pop using SetScreenPop block in Architect we cleared the participant data, but the agent screen pop showed empty fields. Does Architect reference data/objects from Conversation attributes if we got the data from Participant data before setting the screen pop input? Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?

#ArchitectureandDesign

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Best,
Mourya Yalamanchili
Anthem, Inc.
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Hi Mourya

When the agent script is presented to the agent it will be looking for the participant data values at that time.

May I ask the use case for why you're clearing the participant data values out but still want them presented to the agent?  You may be better using a secure flow if you're not already and then also turning on the HIPAA/PCI-DSS settings for your org to prevent that data showing up in any logs.

Hello,

Currently for accessing data between different inbound flows, we are using the Set and Get Participant Data blocks in Architect. The problem with this approach is that we don't have a way to encrypt this data at the conversation level with our own keys. So to avoid leaving sensitive information, after setting the data required for screen pop using SetScreenPop block in Architect we cleared the participant data, but the agent screen pop showed empty fields. Does Architect reference data/objects from Conversation attributes if we got the data from Participant data before setting the screen pop input? Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?

Hi Vaun,

We need to present the data the user gives in the IVR to the agent as a screen pop, so they could copy the data from there without asking the user once again. As per our organization compliance we shouldn't be storing some information without encrypting with our own keys. I am not sure if using secure flows, would mask/hide data as we pass between call flows today as part of participant data. We also have HIPAA settings turned on for our organization.

Hi Mourya

When the agent script is presented to the agent it will be looking for the participant data values at that time.

May I ask the use case for why you're clearing the participant data values out but still want them presented to the agent?  You may be better using a secure flow if you're not already and then also turning on the HIPAA/PCI-DSS settings for your org to prevent that data showing up in any logs.

Hello,

Currently for accessing data between different inbound flows, we are using the Set and Get Participant Data blocks in Architect. The problem with this approach is that we don't have a way to encrypt this data at the conversation level with our own keys. So to avoid leaving sensitive information, after setting the data required for screen pop using SetScreenPop block in Architect we cleared the participant data, but the agent screen pop showed empty fields. Does Architect reference data/objects from Conversation attributes if we got the data from Participant data before setting the screen pop input? Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?

You can use Set Screen Pop & Set Participant Data action in secure flows, but they'll still write to the participant attributes.  No masking or hiding.

The HIPAA setting has no effect on participant data.

Hi Vaun,

We need to present the data the user gives in the IVR to the agent as a screen pop, so they could copy the data from there without asking the user once again. As per our organization compliance we shouldn't be storing some information without encrypting with our own keys. I am not sure if using secure flows, would mask/hide data as we pass between call flows today as part of participant data. We also have HIPAA settings turned on for our organization.

Hi Mourya

When the agent script is presented to the agent it will be looking for the participant data values at that time.

May I ask the use case for why you're clearing the participant data values out but still want them presented to the agent?  You may be better using a secure flow if you're not already and then also turning on the HIPAA/PCI-DSS settings for your org to prevent that data showing up in any logs.

Hello,

Currently for accessing data between different inbound flows, we are using the Set and Get Participant Data blocks in Architect. The problem with this approach is that we don't have a way to encrypt this data at the conversation level with our own keys. So to avoid leaving sensitive information, after setting the data required for screen pop using SetScreenPop block in Architect we cleared the participant data, but the agent screen pop showed empty fields. Does Architect reference data/objects from Conversation attributes if we got the data from Participant data before setting the screen pop input? Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?

Hello,

Currently for accessing data between different inbound flows, we are using the Set and Get Participant Data blocks in Architect. The problem with this approach is that we don't have a way to encrypt this data at the conversation level with our own keys. So to avoid leaving sensitive information, after setting the data required for screen pop using SetScreenPop block in Architect we cleared the participant data, but the agent screen pop showed empty fields. Does Architect reference data/objects from Conversation attributes if we got the data from Participant data before setting the screen pop input? Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?

The screen pop script get input values from the participant attributes on the conversation.  The Set Screen Pop action is basically a fancy version of the Set Participant Attribute action.  So since you're clearing them, the script will display empty fields.  

Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?

You could write the data to your own database and use a data action in the 1st flow to write it and another data action in the 2nd flow to fetch it.  The screen pop script can use the same data action to fetch the values when it displays.

Hello,

Currently for accessing data between different inbound flows, we are using the Set and Get Participant Data blocks in Architect. The problem with this approach is that we don't have a way to encrypt this data at the conversation level with our own keys. So to avoid leaving sensitive information, after setting the data required for screen pop using SetScreenPop block in Architect we cleared the participant data, but the agent screen pop showed empty fields. Does Architect reference data/objects from Conversation attributes if we got the data from Participant data before setting the screen pop input? Is there any other way we can send data between flows to avoid writing information to Participant section of the conversation?