Overview of digital data filtering rules
Administrators can create and apply data filters to inbound digital interactions to mitigate the risk of sensitive data exposure by agents or customers. You can create custom data filters with regular expressions (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.
You can enable one or more filters for the following digital channels:
- Web Messaging
- SMS
- Open Messaging
After you enable the filters, Genesys Cloud applies each filter to the message bodies of the digital 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.
Predefined filters
Predefined filters are ready-made filters that work without any special configuration. Genesys Cloud provides the following set of predefined filters:
- Email – Masks email addresses
- SSN – Masks nine-digit United States Social Security Numbers (SSN)
- Phone Number – Masks phone numbers
- IPv4 – Masks IP addresses in the IPv4 format
- IPv6 – Masks IP addresses in the IPv6 format
For more information, 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 exclude 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 any 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.
- 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.
