Genesys Cloud - Developer Community!

Hello everyone,

We're facing a specific requirement from one of our customers and would appreciate your recommendations.

The customer requires that all personally identifiable information (PII) stored in Participant Data be encrypted after the interaction has ended. However, during the interaction, these values must remain available in the agent's screen script.

Our initial idea is to trigger a Workflow after the conversation ends, encrypt the sensitive Participant Data values, and then update the conversation with the encrypted values.

We have a few questions:

• Has anyone implemented a similar solution?
• Is using a Workflow to update Participant Data after the interaction the recommended approach, or is there a better alternative?
• Are there any limitations or best practices we should be aware of when updating Participant Data after the conversation has ended?
• What encryption method would you recommend for this scenario?

We initially considered using RSA, but the encrypted output becomes significantly larger than the original value, which could become a problem when storing Participant Data. Have you had better results using another encryption algorithm (for example, AES or another approach) while still maintaining strong security?

Any recommendations or real-world experiences would be greatly appreciated.

Thank you!

Hi Thiago, some things to consider:

• You asked about limitations working with Participant Data like that... There is only one thing that comes to mind, but I haven't had to deal with this issue for a few years, so no entirely sure if it still works like that... But... When you update a participant data after the conversation ends (Which will happen in your case if you make that update using a trigger/workflow, etc.), the updated value does not get updated into the Analytics APIs, the value in those keep what the participant data had at the time the conversation ended.... Like I said, not sure if this still works like that, so you might have to test, but keep it in mind.

• A different approach you could consider is encrypting the data before sending the conversation to the Agent (basically, encrypt it from the start, as soon as you write the Participant Data), and then decrypt it on the Script itself before displaying it to the agent)... This way it will always be encrypted in all stages, and you just decrypt the extracted value while using it on the Script.