Overview of digital data filtering rules
Administrators can create and apply data filters to inbound and outbound digital interactions to mitigate the risk of sensitive data exposure by agents or customers. You can create custom data filters with (regex) to identify and filter specific information, such as email addresses, government identification numbers, financial account numbers, and other text strings as defined by a regular expression. The feature applies the filtering rules to inbound digital messages at the ingestion point into Genesys Cloud and to outbound digital messages in the Agent Workspace.
Supported digital channels
After you enable the filters, Genesys Cloud applies each filter to the message bodies of the digital channels.
- For inbound channels, Genesys Cloud replaces the strings that match a data filter with the filter character, X. The filter character is then presented in place of the matching string and also stored in the transcript. Thereafter, the matching strings are not visible to the agent and they are not stored in the platform.
- For outbound channels, the system blocks the agent’s message if it contains strings that match a data filter. The agent must compose a new message without sensitive data to send it to the customer successfully.
You can enable one or more filters for the following digital channels:
| Digital channel | Inbound | Outbound |
|---|---|---|
| Web Messaging | ||
| SMS | ||
| Open Messaging | ||
| Co-browse* | ||
| Apple Messaging |
*If a filter is enabled for co-browse, Genesys Cloud applies the filter to the contents of the webpage that a customer shares with an agent.
Predefined filters
Predefined filters are ready-made filters that work without any special configuration. Genesys Cloud provides the following set of predefined filters:
| Predefined filter | Inbound channels | Outbound channels |
|---|---|---|
| Masks email addresses in the inbound messages | Blocks messages containing email addresses | |
| Emojis Filter | Masks emojis in the inbound messages | Blocks messages containing emojis |
| IPV4 | Masks IP addresses in the IPv4 format | Blocks messages containing IP addresses in the IPv4 format |
| IPV6 | Masks IP addresses in the IPv6 format | Blocks messages containing IP addresses in the IPv4 format |
| Phone Number | Masks phone numbers in the inbound messages | Blocks messages containing phone numbers |
| Profanity Filter | Masks inappropriate words in the inbound messages | Blocks messages containing inappropriate words |
| SSN | Masks nine-digit United States Social Security Numbers (SSN) | Blocks messages containing nine-digit United States Social Security Numbers (SSN) |
For more information about adding and managing these predefined filters, see Manage data filters.
Custom filters
You can create your own data filters with the filter criteria to meet your requirements.
Custom data filters are useful when you want to filter specific data that has a standard format and can be defined by a regex. For example, a scenario where you want to hide or avoid storing country postal codes received through an inbound digital channel. You can define a regex that matches the format of various postal codes. Then, select one or more digital channels to which you want to apply the filter and enable the filter. Genesys Cloud applies the filter to the message bodies on the selected digital channels and prevents the agent from seeing the postal codes and also the platform from further processing or storing the matching strings.
For more information, see Create a data filter. For more details on regex, see Regular expression language quick reference.
- You can have up to 15 active filters at a time for each channel.
- Genesys Cloud applies filtering only to the message body and email subject. It does not apply the filtering rules to metadata on the conversation such as participant data.
- For inbound channels, Genesys Cloud redacts strings that match filters and replaces the matching strings with an X character. It cannot restore or use the redacted data for subsequent processing such as use with bots.
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