Encryption Settings
The following interaction data can be stored in an encrypted format in Bright Pattern Contact Center:
- Chat transcripts
- SMS transcripts
- Stored email messages and attachments
- Screen recordings
- Voice recordings and transcripts
- Web RTC recordings
When you activate encrypted storage for one or more interaction types, the stored data can only be decrypted by the Bright Pattern Contact Center application. Even if you later disable encryption, data stored during that period remains encrypted.
Navigate to Security > Encryption Settings in the administrator application to select what data to encrypt. If you do not see this section, ask your service provider to enable encryption for your contact center.
Important Considerations
Encrypted data stored in Bright Pattern Contact Center is subject to the following:
- Dependence on encryption and decryption keys: Encryption keys are stored in the system and must be protected to maintain access to encrypted data. See Encryption Key Management for more information.
- Data access only through the application: Reviewing transcripts, messages, or listening to recorded calls can only be done directly in the contact center application, or by first exporting decrypted data to third-party storage.
- Search limitations: The content of encrypted data (for example the body of encrypted emails) cannot be searched and will not be displayed in search results.
- Decryption during export: When data is exported to external storage (e.g., call recordings to AWS S3), it is decrypted before transfer and stored in an unencrypted format.
|
When choosing a transport protocol for exporting recordings, consider the level of security and communication encryption required. Bright Pattern offers the following protocols:
| |