Genesys Cloud - Main

**UPDATE** Secondary test conducted and redactions occurred on all 4 credit card types. Comparing test results and Genesys has been in contact.

Our organization has voice transcription turned off; however, we do utilize Chat and SMS so we do review those digital transcripts.

We ran a test, using test credit card numbers, to ensure they redact in the SMS transcript and only the VISA number redacted everything but the last 4-digits. When testing AMEX, Discover, and MasterCard, all digits were visible in the transcripts for these card types.

Is this a ticket or is this an enhancement to the digital transcripts?

#DigitalChannels
#Security

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Nicki Dehn
AAA Club Alliance
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The real time redaction for Messaging (web or sms) is only looking at standard 16-digit numbers.  If you use the masking, it should catch of the other cards:  Enable automatic redaction of sensitive information - Genesys Cloud Resource Center (mypurecloud.com).  Warning, it masks ALL fields listed if you enable this.  Future selection of what fields will be masked is coming out sometime.  

Hi Nicole,

Currently, we only support automated redaction of audio and transcript sensitive data masking for voice interactions. All digital channels - sms, chat, email - will be supported later this year in Q4, 2024.

You can follow this idea to track the progress of this - https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-143

Once this goes out, all 4 credit card types will be masked in digital transcripts based on user permissions.

Thanks for the update Anik.  The masking (calling it redaction is inaccurate), is nice but we have an issue with both the PCI and PHI blocking things like name, phone number, and Email that need to be there for things like ACD voicemail.  Hard to call a person back when it says "Hi, this is [name] calling from [phone number].  You can call me or reply by email to [email]"  I think the best approach is two-fold:

1. Allow selections underneath the masking selection to include only certain fields.
2. Allow customers to decide what to mask based on REGEX or selections like we have slots for in bots

Also, many customers are asking for true redaction, not masking.  Perhaps with the masking selection to allow for redaction as well?

Hi Robert,

Both points are valid. We are working on both.

Regex work is tracked by this idea - https://genesyscloud.ideas.aha.io/ideas/SPC-I-10