Sensitive information filtering
Genesys Cloud automatically prevents itself from transferring or storing credit card numbers as is required for certain organizations that must meet specific regulatory or industry standards such as PCI DSS. Genesys Cloud uses filtering to prevent the transmission of credit card numbers between users and agents in internal chat, web chat, email, and messaging. The Genesys Cloud filtering is based on the Luhn algorithm and related to ISO/IEC 7812-1:2017.
Unprotected Primary Account Numbers (PANs) must not be sent by internal chat, web chat, email, or messaging. Accordingly, Genesys Cloud expressly prohibits transmitting cardholder data by internal chat, web chat, email, or messaging.