5.19:Agent-guide/Tutorials/Chat/SensitiveData

• 日本語 • 한국어 • español • Deutsch • français • العربية

• 5.19

<translate>= How to Remove Sensitive Data from Chats = Depending on the type of services that your contact center provides, incoming chat interactions may contain sensitive data or images that people not familiar with Internet security risks can include in their messages. Examples of such data include payment card numbers, access codes, and clients’ personal health information.

Handling of such data may be governed by various laws, industry security standards, as well as internal policies of your organization. You may be expected to identify such data and make sure it is masked before the interaction is further processed and stored.

Note: All operations described as follows require the Mask interaction content privilege; for more information, contact your system administrator.

Remove Sensitive Images in the Chat Body

An image containing sensitive data

When you need to mask sensitive images in a chat interaction, do the following:

1. Highlight (i.e., click and drag) the image in the chat; a box with the option to Mask will appear.
   
   
   

   Highlight the image and then click Mask
   
   
   
2. When you select the Mask option, the image is replaced with the file name of the image. Note that you may unmask and remask images that are sent during the active interaction.
   
   
3. After the interaction is concluded, only the image's file name will be included in the chat transcript.
   
   
   

   The image is now masked

Remove Sensitive Text in the Chat Body

Highlight the sensitive text and then click Mask

When you need to mask sensitive text in a chat interaction, do the following:

1. Highlight (i.e., click and drag) the text in the chat; a box with the option to Mask or Search will appear.
   
   
   

   Masked text characters are replaced with asterisks
   
   
   
2. When you select the Mask option, the text characters will be converted to asterisks (i.e., *). Note that you may unmask and remask text strings that are sent during the active interaction.

After the interaction is concluded, only the masked text will be included in the chat transcript.

Unmasking

It is possible to unmask text and images that are masked during an active interaction. Unmasking is useful if you need to verify the sensitive data that was sent. Note: Once an interaction is concluded, the results of all masking actions are permanent and cannot be undone.

To unmask masked content, click on the masked image or text. A box with the option Unmask will appear; when the option is selected, the image and text will be displayed as they were originally received.

You may unmask data, if necessary

</translate>

< Previous | Next >