We use 14 digit account numbers to locate customer accounts within our CRM. For example: 730471-80406592.

When our agents are sending or receiving account numbers to and from customers via email in Genesys, they're being automatically starred out as if Genesys thinks its a card number. My suspicion is that its being picked up by the Credit card number filter. https://help.mypurecloud.com/articles/sensitive-information-filtering/  

Is there any workaround to this issue? I've tried creating spaces between numbers or separating them with dashes but nothing needs to trick it into not censoring this number. My suspicion is that its being picked up by the https://help.mypurecloud.com/articles/sensitive-information-filtering/   

Yep, you are going to have a problem with those 14 digits, you are going to get redacted.  I would just ask for the last 8 digits and if you have a multiple match, then ask for the first 6 or ask them for their phone number, zip, or other info so it looks like it is just extra authentication while you match up the correct account.  Maybe in the future @Anik Dey will give us a REGEX pattern for the redaction.  

We use 14 digit account numbers to locate customer accounts within our CRM. For example: 730471-80406592.

When our agents are sending or receiving account numbers to and from customers via email in Genesys, they're being automatically starred out as if Genesys thinks its a card number. My suspicion is that its being picked up by the Credit card number filter. https://help.mypurecloud.com/articles/sensitive-information-filtering/  

Is there any workaround to this issue? I've tried creating spaces between numbers or separating them with dashes but nothing needs to trick it into not censoring this number. My suspicion is that its being picked up by the https://help.mypurecloud.com/articles/sensitive-information-filtering/   

Hi Robert, yes. RegEx based filtering is being worked on right now, hopefully we will GA by Q2: https://genesyscloud.ideas.aha.io/ideas/SPC-I-10

Yep, you are going to have a problem with those 14 digits, you are going to get redacted.  I would just ask for the last 8 digits and if you have a multiple match, then ask for the first 6 or ask them for their phone number, zip, or other info so it looks like it is just extra authentication while you match up the correct account.  Maybe in the future @Anik Dey will give us a REGEX pattern for the redaction.  

We use 14 digit account numbers to locate customer accounts within our CRM. For example: 730471-80406592.

When our agents are sending or receiving account numbers to and from customers via email in Genesys, they're being automatically starred out as if Genesys thinks its a card number. My suspicion is that its being picked up by the Credit card number filter. https://help.mypurecloud.com/articles/sensitive-information-filtering/  

Is there any workaround to this issue? I've tried creating spaces between numbers or separating them with dashes but nothing needs to trick it into not censoring this number. My suspicion is that its being picked up by the https://help.mypurecloud.com/articles/sensitive-information-filtering/   

Great news Anik!  Would this problem with automatic go away or will you turn off automatic and force people to REGEX.  If the later, we need a default template for what the automatic is doing today.

Hi Robert, yes. RegEx based filtering is being worked on right now, hopefully we will GA by Q2: https://genesyscloud.ideas.aha.io/ideas/SPC-I-10

Yep, you are going to have a problem with those 14 digits, you are going to get redacted.  I would just ask for the last 8 digits and if you have a multiple match, then ask for the first 6 or ask them for their phone number, zip, or other info so it looks like it is just extra authentication while you match up the correct account.  Maybe in the future @Anik Dey will give us a REGEX pattern for the redaction.  

We use 14 digit account numbers to locate customer accounts within our CRM. For example: 730471-80406592.

When our agents are sending or receiving account numbers to and from customers via email in Genesys, they're being automatically starred out as if Genesys thinks its a card number. My suspicion is that its being picked up by the Credit card number filter. https://help.mypurecloud.com/articles/sensitive-information-filtering/  

Is there any workaround to this issue? I've tried creating spaces between numbers or separating them with dashes but nothing needs to trick it into not censoring this number. My suspicion is that its being picked up by the https://help.mypurecloud.com/articles/sensitive-information-filtering/   

You would need to turn off automatic, and use Regex instead. Note that the RegEx filtering applies to digital interactions only and will permanently remove matched entities during data ingestion into GC. Unlike automatic, which allows you to see unmasked transcript based on elevated permissions.

Great news Anik!  Would this problem with automatic go away or will you turn off automatic and force people to REGEX.  If the later, we need a default template for what the automatic is doing today.

Hi Robert, yes. RegEx based filtering is being worked on right now, hopefully we will GA by Q2: https://genesyscloud.ideas.aha.io/ideas/SPC-I-10

Yep, you are going to have a problem with those 14 digits, you are going to get redacted.  I would just ask for the last 8 digits and if you have a multiple match, then ask for the first 6 or ask them for their phone number, zip, or other info so it looks like it is just extra authentication while you match up the correct account.  Maybe in the future @Anik Dey will give us a REGEX pattern for the redaction.  

We use 14 digit account numbers to locate customer accounts within our CRM. For example: 730471-80406592.

When our agents are sending or receiving account numbers to and from customers via email in Genesys, they're being automatically starred out as if Genesys thinks its a card number. My suspicion is that its being picked up by the Credit card number filter. https://help.mypurecloud.com/articles/sensitive-information-filtering/  

Is there any workaround to this issue? I've tried creating spaces between numbers or separating them with dashes but nothing needs to trick it into not censoring this number. My suspicion is that its being picked up by the https://help.mypurecloud.com/articles/sensitive-information-filtering/   

We use 14 digit account numbers to locate customer accounts within our CRM. For example: 730471-80406592.

When our agents are sending or receiving account numbers to and from customers via email in Genesys, they're being automatically starred out as if Genesys thinks its a card number. My suspicion is that its being picked up by the Credit card number filter. https://help.mypurecloud.com/articles/sensitive-information-filtering/  

Is there any workaround to this issue? I've tried creating spaces between numbers or separating them with dashes but nothing needs to trick it into not censoring this number. My suspicion is that its being picked up by the https://help.mypurecloud.com/articles/sensitive-information-filtering/