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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?
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.
Thank you Max for the information!
Sensitive data masking for all digital channels will be coming out in Q1, 2024, stay tuned for further updates. You can follow this idea:
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