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  • 1.  Sensitive Data Redaction for Email Transcripts

    Posted 10-09-2023 16:07

    In Genesys Cloud, we can enable automatic redaction of sensitive information of the customer in recordings and voice transcriptions. How about email transcripts? How to mask sensitive data in email transcripts?


    #Unsure/Other

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    Lei Cao
    Nationwide Mutual Insurance Company
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  • 2.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 10-10-2023 18:13
      |   view attached

    Hi Lei,

    From what I've seen, there is no out-of-the-box way to do this. You would need to have Genesys already capture the email with PII removed to use the Genesys-native transcript viewer. By doing so, you may have to write a few workarounds. 

    Alternatively, you can use an AppFoundry add-on like Eccentex ServiceJourney that provides a 3rd-party email engine to Genesys Cloud. There you have a lot of control over how email content is displayed both to agents and to supervisors.



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    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
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  • 3.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 10-11-2023 11:26

    Thank you Max for the information!



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    Lei Cao
    Nationwide Mutual Insurance Company
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    Original Message


  • 4.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 10-11-2023 15:14

    Hi Lei,

    Sensitive data masking for all digital channels will be coming out in Q1, 2024, stay tuned for further updates. You can follow this idea:

    https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-143



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    Anik Dey
    Genesys - Employees
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