What's new in Customer Journeys?

Connect and learn more!
Mask or redact certain words in Incident threads — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Mask or redact certain words in Incident threads

38
Views
0
Comments
edited Aug 18, 2022 4:15AM in General Technical Discussions

Introduction

Customers sometimes include things they shouldn't e.g. bad language, passwords, etc. This Extension allows agents to redact the contents inside a thread. It masks the old thread by replacing the highlighted word with [REDACTED]. The redacted word can be stitched back so that the agent can see the original text.

This document will provide detailed instructions for configuring the extensions along with a sample use case.

Sample Use Case

Given a thread in an incident, the user entered a word or a sentence that needs to be redacted or masked. 

For example, in the following incident, the requirement is that the word 'name' from the thread is to be redacted. The thread should be updated with [REDACTED] in place of the actual redacted word. Also, when the agent hover over the redacted word, the actual word should appear and should be highlighted, thus it becomes easy to identify. 

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!