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Hi everyone,

We have a requirement in our operation to anonymize the agent's name in chat transcriptions and reports provided to customers.

Currently, the PDF export displays the full name of the representative. To comply with data privacy regulations (such as GDPR/LGPD) and to protect team's identity, we need to replace the agent's name with a generic identifier (e.g., "Agent" or "Representative").

I would like to ask the community:

1. Has anyone encountered a similar requirement and implemented chat transcription anonymization?

2. How did you structure this solution within your Genesys Cloud architecture?

3. Could you share any tips, best practices, or recommended approaches for handling this data transformation via the API?

Thank you in advance for your support and insights!

Hi Maria,

As far as I know, there isn't currently a native Genesys Cloud feature that allows us to anonymize or replace the agent's name specifically in the exported chat transcription/PDF.

I'm also curious to know if anyone in the community has faced a similar requirement and found another approach within Genesys Cloud.

One option I was considering would be to handle this outside of Genesys Cloud through a custom application. The application could retrieve/export the interaction data from Genesys Cloud, process the transcription before making it available to the customer, and replace agent-identifying information with a generic value such as "Agent" or "Representative".

This way, instead of providing the customer with the native Genesys export, we would provide only the processed/anonymized version generated by the custom application.

One important consideration is to anonymize based on the participant/user identity, rather than simply performing a text replacement of the agent's name. A simple string replacement could accidentally modify the conversation content if the agent's name happens to appear naturally in a message.

Of course, this introduces an additional layer to maintain, so I would be very interested to hear if anyone has implemented something similar or knows of a more native or simpler approach.

Hi @Maria Carvalho,

This is a very interesting topic. Thanks for sharing it with the community!

I did some research, and it seems that this functionality is not currently available natively in Genesys Cloud. From what I understand, if the goal is to export the PDF directly from the platform with the agent's name anonymized, this would require a native option in Genesys Cloud.

However, I believe the API below could be useful for building a custom solution. The returned JSON identifies the participants through the participantPurpose property, where internal represents the agent and external represents the customer.

You could process this data programmatically and replace the agent's name with a generic identifier before presenting or exporting the transcript to the customer.

https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-speechandtextanalytics-conversations--conversationId--communications--communicationId--transcripturl

Thanks and regards.