Sensitive information can be masked by configuring an inbound or queue rule and adding the action to mask the matched terms with any symbol as desired. It is important to note that this is a one-way process, and the information cannot be restored.

To Create a Rule

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. Add action. Under Change Properties of Message, opt for the Search Pattern and Take Action action and set the value to Yes.

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4. In the associated Text field, enter the specific search regex pattern representing sensitive information (ASCII or unicode characters).

5. Click Add Action. Select the Mask Matched Terms action and set the mask value as desired (e.g., XXXX or any preferred symbol).

By following these steps, you ensure that sensitive information identified by the specified regex pattern is automatically masked, enhancing security and compliance during customer-agent interactions. This masking is not only visible to the agent during the interaction but is also applied and stored securely in the Sprinklr database.