Masking Sensitive Data

Chat Server logs and chat transcripts might contain sensitive data such as credit card numbers, phone numbers, Social Security numbers, and so on. You can omit this data from logs and mask it in transcripts.

Logs

To omit sensitive data from logs, you must configure both UCS, as described elsewhere, and Chat Server, as follows:

• In the [settings] section, set message-log-print-size to 0. This means that logs do not show the messages sent between chat participants. Where a message occurs, the log shows [truncated from size=x], where x is the number of characters in the suppressed message.
• In the [log-filter-data] section,
  • Set StructuredText to hide so that logs will omit the transcript that UCS sends to Chat Server.
  • Set Transcript to hide so that logs will omit the transcript that Chat Server sends to UCS.

Chat Transcripts

Chat Server can mask sensitive data in transcripts by using a regular expression (regex) to find and substitute the data with a configurable replacement character. This functionality enables you to:

• Examine each chat session message with an ordered set of regex rules. Use the apply-config option to configure the source/location of regex rules that will be applied. Note: all options are located in the section [transcript-cleanup].
• Replace any part of the message that matches a regex rule with a replacement character specified by the configuration. The default is specified by the default-repchar option.
• When replacing symbols you can choose to replace all symbols or only digits. When replacing digits, you can also leave the last few digits unmasked —see the default-spec option.

This functionality can be applied in the transcript messages of an ongoing chat session and/or a transcript saved in the contact history (UCS). This is specified by the apply-area option.

Important

Prior to the 8.5.103 release, Chat Server used different options from [settings] for this functionality. Click here to view the previous description.

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If the apply-config option has a value of cfg or is set to mix and no UCS PII configuration has been provided for the given chat session, Chat Server uses the following default rules to find sensitive data:

	Name	Regular Expression
Credit card	GCTI_CreditCards	(?>^|(?<=[\s[:alpha:](),.:;?!"'`]))(?>4\d{3}|5[1-5]\d{2}|6011|622[1-9]|64[4-9]\d|65\d{2})[ -.]?\d{4}[ -.]?\d{4}[ -.]?\d{4}(?>$|(?=[\s[:alpha:](),.:;?!"'`]))
Social Security number	GCTI_SSN	(?>^|(?<=[\s[:alpha:](),.:;?!"'`]))(?!000|666|9)\d{3}[- ]?(?!00)\d{2}[- ]?(?!0000)\d{4}(?>$|(?=[\s[:alpha:](),.:;?!"'`]))
Phone number using the North American Numbering Plan	GCTI_PhoneNANPA	(?>^|(?<=[\s[:alpha:](),.:;?!"'`]))(?:\+?1[-. ]?)?(?:\(?[2-9][0-9]{2}\)?[-. ]?)?[2-9][0-9]{2}[-. ]?[0-9]{4}(?>$|(?=[\s[:alpha:](),.:;?!"'`]))

Tip

As of release 8.5.103, in addition to the method of configuration described on this page, Chat Server also supports reading the regex rules from UCS. To do this,

• Set the apply-config option to mix or ucs.
• Use Privacy Manager, a plugin for Genesys Administrator Extension (GAX), to select and activate these rules.

Typing Preview

Typing preview allows an agent to see text that a customer types before the text is submitted to the chat session. You can have Chat Server mask all digits in the typing preview by setting the typing-preview (called transcript-cleanup-typing before release 8.5.103) option to a value other than none. Chat Server then replaces all digits in the typing preview with the character specified by default-repchar (called transcript-cleanup-mask before release 8.5.103).