Sensitive data redaction

You can configure Contact Center AI Platform (CCAI Platform) to redact sensitive data from chat sessions in real time in the agent adapter, in the web SDK widget, and in chat transcripts. This helps prevent unauthorized people from accessing sensitive data. This capability is available for the web channel.

Before you begin

Before you begin, do the following:

• Integrate your CCAI Platform instance with Sensitive Data Protection (DLP API).
• Prepare a service account key file (JSON format) from your Google Cloud account to upload to the CCAI Platform portal.
• Create Sensitive Data Protection inspection and de-identification templates.

Caution: Follow Google's best practices for managing service account keys.

Add a redaction platform

To add a redaction platform, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.
2. In the Redaction Platform pane, click Add platform. The Add Redaction Platform dialog appears.
3. In the Name field, enter a name for your platform.
4. In the Service list, click Google Cloud DLP API.
5. Click Add.
6. Click Upload key, and navigate to your service account key file. A valid key is required to activate the redaction platform.
7. When the key is verified, click Save. Your new platform is added to the Redaction Platform pane with a Valid status and the toggle in the on position.

The system fetches and syncs all available inspection and de-identification templates from your Google Cloud account. For more information, see Before you begin.

Redaction platform statuses

Here are the redaction platform statuses:

• Valid: The platform is active and all of its templates are valid and accessible.
• Invalid: All of the templates in the platform are invalid or missing. Redactions linked to this platform aren't functional.
• Needs attention: One or more templates in the platform are invalid. Redactions linked to this platform might not be functional until the platform is fixed.

When a platform's status changes to Needs attention or Invalid, the system sends an email notification to the administrator.

Configure automatic redaction settings at the global level

To configure automatic redaction settings at the global level, follow these steps:

1. In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu.
2. Go to the Automatic Redaction pane and click the toggle to the on position.
3. To configure the default template, do the following:
   1. In the Platform list, select a platform.
   2. In the Inspect list, select the type of information that you want to redact. Examples are SSN, CC, Phone number, Drivers license number, Passport ID number, Street address, Custom numbers (for example, bank account information).
   3. In the De-identify list, select a de-identifier for the system to use to redact sensitive information. For example, ###, or ***.
4. To configure the redaction settings, do the following:
   1. To redact sensitive data from all incoming messages, select the Automatically redact all incoming messages to agents checkbox. Configure whether you want sensitive data redaction to virtual agents, human agents, or both.
   2. To redact sensitive data from all outgoing messages to end-users, select the Automatically redact all outgoing messages to agents checkbox. Configure whether you want sensitive data redaction from virtual agents, human agents, or both.
   3. To redact all sensitive data from agents' session notes, select the Automatically redact all session notes from agents checkbox.
   4. To let human agents view and hide redacted sensitive data in messages, select the Allow human agents to view unredacted messages during session checkbox.

5. To configure the operation settings, do the following:

   1. To upload unredacted transcripts, select the Store unredacted transcripts in records checkbox. Configure whether you want to upload to linked CRM tickets, to external storage, or both.

      Note: When you select this option, both redacted and unredacted transcripts are stored. Unredacted transcripts are stored in a folder called chat-transcripts-unredacted.

   2. To upload unredacted wrap-up notes, select the Upload unredacted notes in the linked CRM tickets and session metadata checkbox.

      Note: When you select this option, both redacted and unredacted wrap-up notes are stored.

   3. To send unredacted transcripts to end-users, select the Send unredacted transcripts to consumers checkbox.

6. Click Save.

Configure automatic redaction settings at the queue level

To configure automatic redaction settings at the queue level, follow these steps:

1. In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu. The Queue Menu Settings page appears.
2. In the Web pane, click Edit / View.
3. Click the queue that you want to edit.
4. For Automatic Redaction, click Configure.
5. Click the Chat Redaction toggle to the on position.
6. To configure the default template, do the following:
   1. In the Platform list, select a platform.
   2. In the Inspect list, select the type of information that you want to redact. Examples are SSN, CC, Phone number, Drivers license number, Passport ID number, Street address, Custom numbers (for example, bank account information).
   3. In the De-identify list, select a de-identifier for the system to use to redact sensitive information. For example, ###, or ***.
7. To configure the redaction settings, do the following:
   1. To redact sensitive data from all incoming messages, select the Automatically redact all incoming messages to agents checkbox. Configure whether you want sensitive data redaction to virtual agents, human agents, or both.
   2. To redact sensitive data from all outgoing messages to end-users, select the Automatically redact all outgoing messages to agents checkbox. Configure whether you want sensitive data redaction from virtual agents, human agents, or both.
   3. To redact all sensitive data from agents' session notes, select the Automatically redact all session notes from agents checkbox.
   4. To let human agents view and hide redacted sensitive data in messages, select the Allow human agents to view unredacted messages during session checkbox.

8. To configure the operation settings, do the following:

   1. To upload unredacted transcripts, select the Store unredacted transcripts in records checkbox. Configure whether you want to upload to linked CRM tickets, to external storage, or both.

      Note: When you select this option, both redacted and unredacted transcripts are stored. Unredacted transcripts are stored in a folder called chat-transcripts-unredacted.

   2. To upload unredacted wrap-up notes, select the Upload unredacted notes in the linked CRM tickets and session metadata checkbox.

      Note: When you select this option, both redacted and unredacted wrap-up notes are stored.

   3. To send unredacted transcripts to end-users, select the Send unredacted transcripts to consumers checkbox.

9. Click Save.

Agent experience

When you configure sensitive data to be redacted for human agents, you can select the Allow human agents to view unredacted messages during session checkbox. This displays a Show redacted button in the chat adapter. When an agent clicks Show redacted, the button changes to Hide redacted and the redacted data displays. When an agent clicks Hide redacted, the button changes to Show redacted and the redacted data is hidden. For more information, see Configure automatic redaction settings at the global level and Configure automatic redaction settings at the queue level.