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Agent's ability to edit body of the email for compliance requirement

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  • 1.  Agent's ability to edit body of the email for compliance requirement

    Posted 08-15-2024 00:07
    Edited by Dhanalakshmi Vasudevan 08-15-2024 01:05
    No replies, thread closed.

    Hi, 

    We have a use case where one of our customers want their agents to have the ability to edit the body of the email to mask/remove sensitive data and mark the interaction done.

    I am aware of Sensitive Data Redaction for Payment Cards & Sensitive Data Redaction for Personal Information options at the org level. But those seems to be related to masking the payment & sensitive data in recordings and transcripts. But we want this ability to edit the source email.

    Please let me know if there is a way to achieve this or if any of you have come up with a work around for similar situation.

    Thanks in advance.

    #SecurityandCompliance #email #DigitalChannels #DigitalChannels

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    Dhanalakshmi Vasudevan
    Global Speech Networks Pty Ltd (Australia)
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  • 2.  RE: Agent's ability to edit body of the email for compliance requirement
    Best Answer

    Posted 08-17-2024 12:55
    No replies, thread closed.

    Masking in the digital channels just went into beta. It allows you to specify via REGEX or other matching patterns to mask out information within the digital channels Including email.  Here is a link to the health resource: Overview of digital data filtering rules - Genesys Cloud Resource Center (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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