Omnichannel for Customer Service – Masking Chat Conversation

Omnichannel for Customer Service offers us the capability to mask chat data.

Why use data masking?

Data masking helps the organization to protect the customer sensitive data like Credit card details, SSN number, Account Number, etc.

How does it help any use case?

Any text that’s masked in a conversation will also be masked in the conversation transcript.

Masking rules can be implemented for customers, agents, or both.

Let’s start with setting up a masking rule, follow the below steps:

  • Go to Omnichannel Administration App
  • Under site map go to Settings –> Data Masking Settings
  • Enable Mask private customer data from the agent
  • Create a masking rule
Omnichannel Administration: Masking rule page
  • Mask private agent data from the customer: Data the agent sends is masked for both the customer and agent for live chat and async channel messages.
  • Mask private customer data from the agent: Data the customer sends is masked for both the customer and agent for live chat, but only for the user interface of the agent when using async channels.

For the masking rule to work, we need to Activate the desired rule.

Create New Masking Rule
Masking rule needed Regular Expression for masking the data.

Only 10 data-masking rules, including the rules provided out of the box, can exist in Omnichannel for Customer Service.

Let’s create a simple masking rule where the rule would mask(#) any incorrect word send via customer chat to our agent.
I have entered the few incorrect words inside the regular expression field. Now, if the customer enters any words(shit|donkey|fool|useless|angry|sue) which lies within this Regular Expression the word would be masked by “#”

Create Masking Rule

Name: Enter the masking rule name
Description: Provide the description of the created rule
Regular Expression: Regular Expression is required for masking data

Going to the portal, User-initiated the chat and type the incorrect word on the chat window.

Following the same chat, refer to the below slide.

I hope this helps!!!