Genesys Cloud - Main

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.  

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

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.

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.

Anik, it is very important that you or one of your team scour the resource and developer sites to not reference redaction of information.  Genesys only does that with chat and web messaging.  All other cases should be referenced as masking.  This will help in PCI audits and EU standards when talking to clients. 

Hi Ryan,

Thanks for sharing. Yes, in this case, the number is getting recognized as credit card number and being masked. We can work with you to improve the algorithm to have a more precise recognition, please reach out to me. In the future, we are going to let you choose which PCI/PII entities you want to mask. So you would be able unmask account numbers but mask credit card numbers. 

Also, in the near future, we are introducing RegEx based filtering, you can follow this idea: https://genesyscloud.ideas.aha.io/ideas/SPC-I-10