Remove Personally Identifiable Information from a Contact

This workflow automation job removes personally identifiable information (PII) from an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. after it's closed. The system identifies PII by matching a regular expression (regex) that you specify in the job.

Create This Job

1. Click the app selector and select ACD.

2. Go to Digital > Automation Jobs.

3. Click Add.
4. Enter a Name that describes what the job does.
5. From the Action drop-down, select Remove Personally Identifiable Information from Contact.
6. Under Parameters, select an option to explain why the PII needs to be removed from the Content removed reason drop-down. You can select GDPR, Time to Live, or Other.
7. In Regular expression, enter a regular expression (regex) that will match the content you want to remove. If working with unicode strings, you can include the u modifier to ensure the regex works correctly. You can test the validity of your expression at https://regex101.com.
8. Click Save.

Add The Job to a Trigger

1. Go to Digital > Automation Triggers.

2. If you need to, create a new trigger and add conditions to it. These steps can be found on the individual help page for each trigger, listed in the following drop-down:

   Learn more about creating triggers

   • Agent Defocus From Case Tab
   • Agent Focus on Case Tab
   • Before Case Closed
   • Before Message Created
   • Case Created
   • Case Inbox Assignee Changed
   • Case Routing Queue Changed
   • Case Status Changed
   • Public Secured Form Submitted
   • Message Created
   • Visitor Inactivity
   • Triggered by API

3. Locate the trigger you want to assign this job to and open it.

4. Click Add existing job.

5. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
6. Click Add.