Sorry I though this was for voice bot. Digital does not have this yet sorry.
Original Message:
Sent: 07-08-2024 21:13
From: Vikki Papesh
Subject: Suppression of web messaging transcription
That screenshot is from the Data section of a digital bot flow, referencing the variable created to hold the content of the slot.
------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
Original Message:
Sent: 07-08-2024 19:39
From: Anton Vroon
Subject: Suppression of web messaging transcription
Your original message mentioned it was for a bot, and this only available in bot flows, not Inbound flows
------------------------------
Anton Vroon
Original Message:
Sent: 07-08-2024 19:17
From: Vikki Papesh
Subject: Suppression of web messaging transcription
I don't see a "secure content" in the data or slot creation config...
------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
Original Message:
Sent: 07-08-2024 19:07
From: Anton Vroon
Subject: Suppression of web messaging transcription
The bot, you could mark the slots as secure, at least those responses captured by those slots will be masked if you do that. doesn't mask everything yes, but useful for capturing sensitive information.
Create a slot, before using it anywhere go to Data and edit the slot variable, ensure input and output are unticked, then select secure content
------------------------------
Anton Vroon
Original Message:
Sent: 07-08-2024 17:09
From: Vikki Papesh
Subject: Suppression of web messaging transcription
I created a division and moved the digital bot flow CX to the new division. I confirmed the digital bot flow is in the new division - the inbound message flow and related bot flows are still in the home division as they interact with queues, schedules and such in the home division. The entire transcript, including the content from the digital bot flow in a different division, is still presented to an agent working in the home division. Any other suggestions?
------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
Original Message:
Sent: 06-27-2024 23:51
From: Vikki Papesh
Subject: Suppression of web messaging transcription
I have not tried that yet, but will try that tomorrow.
Thank you,
SR. GENESYS CLOUD DEVELOPER II
Tandem Diabetes Care | positively different
12400 High Bluff Drive, San Diego CA 92130
tandemdiabetes.com
The information in this email (including any attachments) may be privileged and/or confidential and is intended only for the recipient(s) listed above. Any use, disclosure, distribution, or copying of this email is prohibited except by or on behalf of the intended recipient. If you have received this email in error, please notify me immediately and destroy all copies of the transmittal. Thank you.
Original Message:
Sent: 6/27/2024 11:48:00 PM
From: Robert Wakefield-Carl
Subject: RE: Suppression of web messaging transcription
True. Did you try the different division route?
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-27-2024 23:28
From: Vikki Papesh
Subject: Suppression of web messaging transcription
This is an inbound message flow rather than an inbound call flow, and it doesn't appear to have comparable recording controls.
The divisions concept is intriguing. I need to give that a try, thank you.
Vikki Papesh
SR. GENESYS CLOUD DEVELOPER II
P + 858.366.6948
Tandem Diabetes Care | positively different
12400 High Bluff Drive, San Diego CA 92130
tandemdiabetes.com
The information in this email (including any attachments) may be privileged and/or confidential and is intended only for the recipient(s) listed above. Any use, disclosure, distribution, or copying of this email is prohibited except by or on behalf of the intended recipient. If you have received this email in error, please notify me immediately and destroy all copies of the transmittal. Thank you.
Original Message:
Sent: 6/27/2024 11:22:00 PM
From: Robert Wakefield-Carl
Subject: RE: Suppression of web messaging transcription
if you check the box in the Inbound Call Flow to suppress recording on the flow, do you still get the bot transcription? One option is to place the Bot Flow in a division that others don't have access to. It should segment the recording and transcript and they should only be able to see the call flow in the division they have access to.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-27-2024 22:26
From: Vikki Papesh
Subject: Suppression of web messaging transcription
Is there a method to NOT capture transcription during a bot session?
I know that the transcription is necessary to do topic spotting and train bots, but those are not relevant to this solution, but I have a use case that requires we not track the interaction between a bot and a customer, much like a secure flow would do. We still want to capture the transcription/recording between the customer and agent.
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#QualityManagement
------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
------------------------------