Good morning. Our engineering department is developing a custom Open Messaging integration utilizing MuleSoft and Apache Kafka to bridge our proprietary mobile application with Genesys Cloud. We are successfully transmitting messages into the platform. However, our security protocols mandate that certain alphanumeric strings, specifically customer financial identifiers, must remain completely encrypted or redacted within all user interfaces. When we transmit the JSON payload via the Open Messaging API, the raw text is visible within the Interaction Details view. What is the enterprise standard methodology for redacting specific string patterns from the messaging transcript before it is persisted to the Genesys Cloud historical data stores?
Hello. Who oversees SOC2 compliance, I must emphasize that you should never send unencrypted financial identifiers into the open messaging endpoint if they are not meant to be recorded. Genesys Cloud does possess a Secure Data feature, but for digital messaging transcripts, the most reliable method is to perform the redaction within your MuleSoft middleware layer.
You must use a regular expression script inside your MuleSoft pipeline to replace the financial identifiers with asterisks before the payload ever reaches the Genesys Cloud API gateway. If the data touches the API, it will be written to the transcript database.
I agree with the preceding comment regarding middleware redaction. From an operational perspective, our analytics teams rely heavily on the Interaction Details views to evaluate agent performance. If you transmit raw financial data, it absolutely will populate within the Performance Workspace dashboards.
There is no configuration toggle within the standard dashboard settings to retrospectively mask data that was submitted in plain text. Therefore, pre-processing the payload in your Kafka stream is the only viable architectural decision to ensure data privacy.
This is exactly what I tell every single class I teach, and nobody listens! The Open Messaging API is just a dumb pipe! It takes whatever JSON you hand it and prints it directly to the agent screen and the database. There is no magic compliance filter sitting on the Genesys side that knows what your proprietary account numbers look like! I spend half my training sessions explaining to developers that they cannot just dump raw PII into a public API and expect the vendor to clean up the mess. Redact it in MuleSoft before you send it!