Pause an interaction’s recording to protect sensitive information

Prerequisites

The following permission:

  • Conversation > Recording > Pause
  • Conversation > Recording > PauseOthers

To protect sensitive, private, or secure information, such as a credit card number, pause recording during an interaction. You can still hear the customer, but Genesys Cloud does not record the interaction during the secure pause. 

  1. During a voice interaction, to stop recording, click Secure PauseSecure Pause
  2. To start recording again, click Secure Pause again.