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  • 1.  "Credit Card ending with XXXX" is being inserted into the Genesys Conversation IDs stored in our CRM

    Posted 07-24-2025 10:28
    No replies, thread closed.

    I'm assuming we're not the only ones who store our Genesys Conversation IDs within our CRM, tied to the record of the customers phone call.  For inbound calls, we assign the call.conversataionID variable to a value in the Screen Pop script and for Outbound calls, we assign Scripter.InteractionID to the same variable name.  That value is then stored in a field on the communication record in our CRM, Siebel.  This works pretty well, and we never really noticed any problems with it..  

    What we are seening now, or just noticing anyway, is that if the Conversation ID contains 16 straight digits, the first 12 are omitted and replaced with "Credit Card ending with ...".  Rendering the ability to link directly to the conversation in Genesys unusable.

    Has anyone else noticed this issue and has a a way to resolve it?  Or, a better way to get the conversation ID in the CRM record?

    Thank you,


    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

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    Jason Tripp
    Business Technology Solutions Architect
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  • 2.  RE: "Credit Card ending with XXXX" is being inserted into the Genesys Conversation IDs stored in our CRM
    Best Answer

    Posted 07-24-2025 11:34
    Edited by Samuel Jillard 08-12-2025 10:41
    No replies, thread closed.

    Hi Jason

    Genesys Cloud uses Credit card number Luhn algorithm-based filtering so as not to store credit card numbers.  There is an idea around disabling this: Allow customers to disable Luhn-based PCI Card number Filter to allow processing of legitimate strings

    I am not sure if anyone else in the community has found a way to store/transmit conversationIDs that would get filtered, but if they have, hopefully they can help.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: "Credit Card ending with XXXX" is being inserted into the Genesys Conversation IDs stored in our CRM

    Posted 07-25-2025 08:34
    No replies, thread closed.

    How are you pulling in the ConvID?  

    Currently we have a middleware that resides between the various CRM's that we have for different business units an Genesys Cloud.  This middle ware uses the analytics API's currently to first capture the userID of the agent, then identify the ConvID that is currently active, It then pulls the active ConvID into the CRM.

    We are working to modify this so that it will use the OAUTH token of the the individual agent and use the more reliable API's to pull in the ConvID, we're just not there yet.



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    Bob Hall
    .
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    Original Message


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