Marty_Hand | 2023-07-12 17:52:59 UTC | #1
We are looking for a way to trigger a GDPR Delete request for every SMS interaction once the agent ends it. We have the timeout value set to 0 so there is no option to reopen a messaging interaction once it has been ended by the agent.
We currently have an SMS anonymizer in place that costs us a ton of money each month and we are hoping to find a solution that would allow us to eliminate the anonymizer but that would require the ability to delete the phone numbers from the interaction record. Doing a manual submission of each interaction (as many as 1000 each day) is not feasible so we are trying to figure out a way to automate the GDPR delete request.
Any thoughts?
John_Carnell | 2023-07-12 18:27:07 UTC | #2
Hi Marty,
Your best bet would be to have a process automation trigger that would fire at the end of each conversation. Your process automation trigger would listen for the v2.detail.events.conversation.{id}.acw event. You could probably filter on the message type of 'SMS'. If you get an SMS message you could trigger a Genesys Cloud Architect workflow that would use a data action to make a public API request to make a GDPR delete request.
This is a 10,000 foot overview and you would need to prototype this out to make sure it meets your need. Some useful source material:
Thanks, John Carnell Director, Developer Engagement
system | 2023-08-12 18:27:49 UTC | #3
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