Hello everyone! I am so incredibly enthusiastic about the future of security! I’ve successfully implemented a Voice Biometrics check in our Architect IVR flow that generates a ‘Bio-Score’ for every caller. Now, I want to pass that score into Salesforce so that if the customer later switches to Web Messaging, our agents can see that they’ve already been authenticated! I’m using the ‘Participant Data’ to store the score, but when the Salesforce Managed Package creates the Case for the messaging session, the ‘Bio-Score’ attribute is nowhere to be found! How can I bridge this gap between voice-captured PII and our digital Salesforce workflows? It would be so brilliant to have this working!
I’m the Salesforce admin and I can tell you that the ‘Managed Package’ is a total nightmare when it comes to custom participant data! By default, the package only looks for a specific set of hardcoded attributes during Case creation. If your ‘Bio-Score’ isn’t named exactly as a mapped field in the Salesforce integration settings, the platform just ignores it. Even then, participant data from a previous voice conversation is not automatically linked to a new messaging conversation, even if it’s the same customer! You’ll have to write a custom Apex trigger to search the ExternalContact history and pull the attribute manually. It’s so frustrating that this isn’t built-in!
Greetings! As a GDPR specialist at a German company, I must warn you that passing ‘Bio-Scores’ into Salesforce without explicit consent and a very strict data retention policy is a major compliance risk! In Germany, biometric data is considered highly sensitive. While I love the enthusiasm for security, you must ensure that your ‘Bio-Score’ is redacted from the Salesforce Case as soon as the interaction is closed. It is much more brilliant to store a simple ‘Authenticated: YES/NO’ flag instead of the raw biometric confidence score! It’s better for the customer’s privacy and much easier to explain to the regulators!