Sensitive Personally Identifiable Information (PII) can be masked in digital cases and muted in voice calls by configuring an inbound or queue rule and adding the action to mask the matched terms with any desired symbol. It's important to note that once information is masked, it can also be unmasked if necessary.

To Create a Rule to Mask PII

1. Initiate the process by creating a Queue or Inbound rule within Rule Engine.

2. Specify the desired conditions that trigger the application of the masking. These conditions could be based on specific accounts, social channels, or any other relevant criteria to effectively filter and identify case conversations requiring sensitive information masking.

3. Next, add an action. Under Change Properties of Message, select the Search Pattern and Take Action action and set the value to Yes.

4. In the associated Text field, input the specific search regex pattern representing sensitive information, which can include ASCII or Unicode characters.

   

5. Once you've defined the pattern, click Add Action. From the list of actions, choose Add to PII entities, and then specify the Entity Masked Character as desired. This action will ensure that any sensitive information matching the specified pattern is identified and masked accordingly with the designated character.

6. Click Save at the bottom.

To Create a Rule to Unmask PII

1. Create a rule. Under Change Properties of Message, select the Search Pattern and Take Action action and set the value to Yes.

2. In the associated Text field, input the specific regex pattern representing sensitive information that you wish to unmask in digital and voice conversations.

3. Once you've defined the pattern, click Add Action. From the list of actions, choose Unmask PII entities. This action will identify any masked sensitive information matching the specified pattern and unmask it accordingly.

   

4. Click Save at the bottom.

Permission to View Unmasked PII Entity

Users who possess the "View Unmasked PII Entity" permission will be granted access to view unmasked PII information within digital and voice conversations. This permission enables authorized users to view sensitive information in its original, unmasked form, providing them with the necessary access to handle and manage such data appropriately.