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------------------------------
Original Message:
Sent: 10-09-2023 16:06
From: Lei Cao
Subject: Sensitive Data Redaction for Email Transcripts
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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