Get Secured Data action

Feature coming soon

Interactions and workflow participants can have attributes assigned to them. An attribute is a piece of information about an object that travels with it throughout the flow. For example, one attribute of an interaction object is the telephone number or email of the person who initiated the interaction. Each attribute is a name/variable pair. To retrieve an attribute, specify its name and a string variable you want to assign to the attribute. 

Customer secured data

While all data within Genesys Cloud is encrypted in transit and also encrypted at rest, customers can also encrypt attributes with their own encryption key. This feature provides customers with more encryption controls to apply to any sensitive data that is required in the flow orchestration.

To enable this functionality, customers must configure an AWS KMS symmetric key for conversations. For more information, see Use an AWS KMS symmetric key for conversations.

Notes:
  • Attributes are case-sensitive. If you use an existing attribute in another part of the flow, make sure that you match the case of the original attribute.
  • Secured customer data cannot be assigned in a Set Screen Pop action. To read secured customer data, the agent must be presented with a script.

Use the Get Conversation Data action in a task to set up an attribute to retrieve from an interaction or workflow participant.

Action Description and use

Name

Type a meaningful name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

Add attribute to retrieve

Click this button to add a Name/Value pair configuration for an attribute. Multiple attributes (“participant data”) can be created and saved in a single Set Secured Data action.

Attribute Name

Assign a name to the attribute. The attribute name is a string literal and cannot remain blank (empty). This name must be copied exactly to any Get Conversation Data action that retrieves the value.

Value To Assign

Attribute (conversation data) values are string literals or expressions, such as built-in call variables, flow variables, or task variables you create. Use the literal editor or expression editor to assign a string, variable, or expression value to the attribute. 

Define success, failure, and output paths

Name Description
Success

This path indicates that the action successfully communicated with its external endpoint and received a result.

Drag the appropriate action below the Success path to follow the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company’s call or bot flow design.

Note: An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received is the intended result or functionality.

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a data action.  

Drag the appropriate action below the Failure path to direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.