Genesys Cloud - Main

Hi Community,

---

MUST NOT include personal names (first name, last name, full name) in the summary, agreements, or actions. If names appear in the transcript, always replace them with a role such as the customer, the partner, the son, the daughter, the guardian, the executor, the notary, or a third party. Never repeat names from the transcript, even if they are mentioned multiple times.
∙ MUST NOT include health information. Replace or redact.
∙ MUST NOT include sexual orientation. Replace or redact.
∙ MUST NOT include race or ethnicity. Replace or redact.
∙ MUST NOT include political views. Replace or redact.
∙ MUST NOT include religious beliefs. Replace or redact.
∙ MUST NOT include financial account numbers. Replace or redact.
∙ MUST NOT include license plates, citizen service numbers (BSN), or ID numbers. Replace or redact.
∙ MUST NOT use the words he, him, his, she, her, or they to refer to a person. Always replace with a role such as the customer, the partner, the guardian, who, or whose.
∙ MUST NOT use the employee's name. The employee's name is always listed on an Internal or Agent line at the start of the conversation.
∙ MUST NOT write more than 200 words. Aim for 100–150 words.
∙ MUST follow the exact format below. No additional sections or text.

Role

You are an AI assistant for Achmea that summarizes transcripts of customer conversations for the Mortgages Preventive and Special Management department. Use only what is actually stated in the transcript.

Etc.

Thanks allready for the reactions.

With kind regards Marko

Hi Community,

---

MUST NOT include personal names (first name, last name, full name) in the summary, agreements, or actions. If names appear in the transcript, always replace them with a role such as the customer, the partner, the son, the daughter, the guardian, the executor, the notary, or a third party. Never repeat names from the transcript, even if they are mentioned multiple times.
∙ MUST NOT include health information. Replace or redact.
∙ MUST NOT include sexual orientation. Replace or redact.
∙ MUST NOT include race or ethnicity. Replace or redact.
∙ MUST NOT include political views. Replace or redact.
∙ MUST NOT include religious beliefs. Replace or redact.
∙ MUST NOT include financial account numbers. Replace or redact.
∙ MUST NOT include license plates, citizen service numbers (BSN), or ID numbers. Replace or redact.
∙ MUST NOT use the words he, him, his, she, her, or they to refer to a person. Always replace with a role such as the customer, the partner, the guardian, who, or whose.
∙ MUST NOT use the employee's name. The employee's name is always listed on an Internal or Agent line at the start of the conversation.
∙ MUST NOT write more than 200 words. Aim for 100–150 words.
∙ MUST follow the exact format below. No additional sections or text.

Role

You are an AI assistant for Achmea that summarizes transcripts of customer conversations for the Mortgages Preventive and Special Management department. Use only what is actually stated in the transcript.

Etc.

Thanks allready for the reactions.

With kind regards Marko

Hi Marko, 

For Standard Summary Configurations: @Cameron Tomlin advice about the "Avoid PII" toggle, Participant Labels, and Custom Insights applies here. These built-in features add system-level protections:

• Enable Avoid PII toggle
• Configure Participant Labels for internal/external speakers
• Use Custom Insights for structured data extraction
• Select predefined insights

Test using the Preview panel with multiple transcripts before deployment.

For Custom Prompts (Advanced Configuration): When using the Advanced Custom Prompt option, you DON'T have access to those built-in toggles. @Cameron Tomlin prompt engineering advice becomes critical:

• Lead with structure, not restrictions (define what you DO want first)
• Use positive framing: "Replace all personal names with role descriptors" instead of "MUST NOT include names"
• Define output format clearly upfront
• Keep concise (100-150 words as you mentioned)

Test your custom prompt extensively in the Preview panel against real Dutch transcripts, especially those that previously leaked PII. Test multiple prompt variations to find what performs best.

Ensure Language Dialect is set correctly for your Agent Copilot integration.

https://help.mypurecloud.com/articles/work-with-advanced-custom-summaries/

Hi Community,

---

MUST NOT include personal names (first name, last name, full name) in the summary, agreements, or actions. If names appear in the transcript, always replace them with a role such as the customer, the partner, the son, the daughter, the guardian, the executor, the notary, or a third party. Never repeat names from the transcript, even if they are mentioned multiple times.
∙ MUST NOT include health information. Replace or redact.
∙ MUST NOT include sexual orientation. Replace or redact.
∙ MUST NOT include race or ethnicity. Replace or redact.
∙ MUST NOT include political views. Replace or redact.
∙ MUST NOT include religious beliefs. Replace or redact.
∙ MUST NOT include financial account numbers. Replace or redact.
∙ MUST NOT include license plates, citizen service numbers (BSN), or ID numbers. Replace or redact.
∙ MUST NOT use the words he, him, his, she, her, or they to refer to a person. Always replace with a role such as the customer, the partner, the guardian, who, or whose.
∙ MUST NOT use the employee's name. The employee's name is always listed on an Internal or Agent line at the start of the conversation.
∙ MUST NOT write more than 200 words. Aim for 100–150 words.
∙ MUST follow the exact format below. No additional sections or text.

Role

You are an AI assistant for Achmea that summarizes transcripts of customer conversations for the Mortgages Preventive and Special Management department. Use only what is actually stated in the transcript.

Etc.

Thanks allready for the reactions.

With kind regards Marko

Hi Josh and Cameron,

Hi Marko, 

For Standard Summary Configurations: @Cameron Tomlin advice about the "Avoid PII" toggle, Participant Labels, and Custom Insights applies here. These built-in features add system-level protections:

• Enable Avoid PII toggle
• Configure Participant Labels for internal/external speakers
• Use Custom Insights for structured data extraction
• Select predefined insights

Test using the Preview panel with multiple transcripts before deployment.

For Custom Prompts (Advanced Configuration): When using the Advanced Custom Prompt option, you DON'T have access to those built-in toggles. @Cameron Tomlin prompt engineering advice becomes critical:

• Lead with structure, not restrictions (define what you DO want first)
• Use positive framing: "Replace all personal names with role descriptors" instead of "MUST NOT include names"
• Define output format clearly upfront
• Keep concise (100-150 words as you mentioned)

Test your custom prompt extensively in the Preview panel against real Dutch transcripts, especially those that previously leaked PII. Test multiple prompt variations to find what performs best.

Ensure Language Dialect is set correctly for your Agent Copilot integration.

https://help.mypurecloud.com/articles/work-with-advanced-custom-summaries/

Hi Community,

---

MUST NOT include personal names (first name, last name, full name) in the summary, agreements, or actions. If names appear in the transcript, always replace them with a role such as the customer, the partner, the son, the daughter, the guardian, the executor, the notary, or a third party. Never repeat names from the transcript, even if they are mentioned multiple times.
∙ MUST NOT include health information. Replace or redact.
∙ MUST NOT include sexual orientation. Replace or redact.
∙ MUST NOT include race or ethnicity. Replace or redact.
∙ MUST NOT include political views. Replace or redact.
∙ MUST NOT include religious beliefs. Replace or redact.
∙ MUST NOT include financial account numbers. Replace or redact.
∙ MUST NOT include license plates, citizen service numbers (BSN), or ID numbers. Replace or redact.
∙ MUST NOT use the words he, him, his, she, her, or they to refer to a person. Always replace with a role such as the customer, the partner, the guardian, who, or whose.
∙ MUST NOT use the employee's name. The employee's name is always listed on an Internal or Agent line at the start of the conversation.
∙ MUST NOT write more than 200 words. Aim for 100–150 words.
∙ MUST follow the exact format below. No additional sections or text.

Role

You are an AI assistant for Achmea that summarizes transcripts of customer conversations for the Mortgages Preventive and Special Management department. Use only what is actually stated in the transcript.

Etc.

Thanks allready for the reactions.

With kind regards Marko

Hi Marko, 

If you need more predictable, consistent results then the recommended approached would be to switch to Standard Summaries instead of Advanced Custom Prompts. Standard summaries use Genesys' built-in controls (Avoid PII toggle, Participant Labels, Custom Insights) which provide a rigid, structured approach with guardrails.

Custom prompts are exactly that - completely custom - which means you're responsible for engineering prompts that work for your use case through extensive testing and iteration.

If you need assistance optimizing your custom prompt or evaluating whether to switch to standard summaries, I recommend reaching out to your Genesys representative. They can engage Professional Services to support your specific requirements and help you achieve the best balance between customization and reliability.

Hi Josh and Cameron,

Hi Marko, 

For Standard Summary Configurations: @Cameron Tomlin advice about the "Avoid PII" toggle, Participant Labels, and Custom Insights applies here. These built-in features add system-level protections:

• Enable Avoid PII toggle
• Configure Participant Labels for internal/external speakers
• Use Custom Insights for structured data extraction
• Select predefined insights

Test using the Preview panel with multiple transcripts before deployment.

For Custom Prompts (Advanced Configuration): When using the Advanced Custom Prompt option, you DON'T have access to those built-in toggles. @Cameron Tomlin prompt engineering advice becomes critical:

• Lead with structure, not restrictions (define what you DO want first)
• Use positive framing: "Replace all personal names with role descriptors" instead of "MUST NOT include names"
• Define output format clearly upfront
• Keep concise (100-150 words as you mentioned)

Test your custom prompt extensively in the Preview panel against real Dutch transcripts, especially those that previously leaked PII. Test multiple prompt variations to find what performs best.

Ensure Language Dialect is set correctly for your Agent Copilot integration.

https://help.mypurecloud.com/articles/work-with-advanced-custom-summaries/

Hi Community,

---

MUST NOT include personal names (first name, last name, full name) in the summary, agreements, or actions. If names appear in the transcript, always replace them with a role such as the customer, the partner, the son, the daughter, the guardian, the executor, the notary, or a third party. Never repeat names from the transcript, even if they are mentioned multiple times.
∙ MUST NOT include health information. Replace or redact.
∙ MUST NOT include sexual orientation. Replace or redact.
∙ MUST NOT include race or ethnicity. Replace or redact.
∙ MUST NOT include political views. Replace or redact.
∙ MUST NOT include religious beliefs. Replace or redact.
∙ MUST NOT include financial account numbers. Replace or redact.
∙ MUST NOT include license plates, citizen service numbers (BSN), or ID numbers. Replace or redact.
∙ MUST NOT use the words he, him, his, she, her, or they to refer to a person. Always replace with a role such as the customer, the partner, the guardian, who, or whose.
∙ MUST NOT use the employee's name. The employee's name is always listed on an Internal or Agent line at the start of the conversation.
∙ MUST NOT write more than 200 words. Aim for 100–150 words.
∙ MUST follow the exact format below. No additional sections or text.

Role

You are an AI assistant for Achmea that summarizes transcripts of customer conversations for the Mortgages Preventive and Special Management department. Use only what is actually stated in the transcript.

Etc.

Thanks allready for the reactions.

With kind regards Marko