This proposes a "Secure Message Flow" capability to handle PII in messaging without exposing it to agents or transcripts, similar to secure flows in voice. From what I can see, this capability isn't currently available , but it highlights that this is a known gap.
Original Message:
Sent: 05-06-2026 02:08
From: Phaneendra Avatapalli
Subject: Messaging - How to prevent sensitive information from being recorded in the interaction history
Hi Elisson,
From what I've seen, there isn't currently a native equivalent of secure input for messaging channels (like secure flows in voice) in Genesys Cloud.
For your requirement (capture data → use in a Data Action → hide it from the agent in real-time), there are a few capabilities available, but each comes with trade-offs:
- Digital Data Filtering
Can prevent sensitive data from being visible to agents by masking it at ingestion time, but it removes the value entirely, so it can't be used later in a Data Action. - Automatic Redaction (STA)
Allows data to be used and masks it in transcripts, but this happens after ingestion, so it doesn't function as a true real-time secure input. - Functions / Data Actions / Scripts
These help with processing or controlling the agent UI, but the customer input is already captured in the transcript before these are applied.
So currently, there isn't a native way to both:
- Use the data in the flow
- And prevent it from being visible to the agent during the interaction
One approach that may work depending on your scenario is to capture the sensitive data outside of Genesys:
- Send the customer a secure external link via messaging
- Collect the data in a secure form or portal
- Process it there or pass it to a backend service (such as a Genesys Function or external API)
This ensures the sensitive data never enters the messaging interaction, so it isn't recorded in the transcript or visible to the agent, while still allowing it to be processed securely.
Hope this helps. Would be great to hear if anyone in the community has implemented a similar use case.
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Phaneendra
Technical Solutions Consultant
Original Message:
Sent: 05-05-2026 21:26
From: Elisson Fernandes
Subject: Messaging - How to prevent sensitive information from being recorded in the interaction history
Hi everyone,
I need some help with a WhatsApp/Open Messaging flow. I believe this may not be possible natively in Genesys Cloud, but I wanted to ask if anyone has already faced a similar scenario.
In this flow, we need to collect a piece of information from the customer in order to execute a Data Action. However, this information is recorded in the real-time interaction history and becomes visible to the agent during the conversation.
We are aware that Genesys Cloud provides a masking feature after the interaction ends, but in this case, the requirement is to prevent this information from being recorded or displayed to the agent while the interaction is still in progress.
Has anyone found a workaround or implemented a solution for this scenario?
I believe the ideal approach would be to use a secure flow for messaging, similar to what is available for other channel (voice), but I have not found this option available in the environment so far.
#Architect
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Elisson Fernandes
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