How do I correctly to restrict access to PII data within Architect flows for our Paris team? We need to ensure only specific roles can view sensitive fields in the Performance Dashboard. Currently, all agents see the data. Here is the current role configuration:
{
"id": "role-123",
"permissions": [
"architect:flow:view",
"analytics:report:view"
]
}
How do we enforce data masking?
The best way to fix this is to stop relying on standard role permissions for data masking. roles like architect:flow:view only control access to the architect interface, not the actual data payload within the conversation or analytics reports. for pii protection in paris (gdpr zone), you need to implement field-level encryption or masking directly in the data actions before the data hits service now or the dashboard.
check the data action configuration in genesys cloud. you should add a transform step that masks sensitive fields like customer.email or ssn before sending them via the webhook. here is a sample jsonata expression you can use in the data action transform field:
{
"customer": {
"name": $.customer.name,
"email": if($.customer.email != null) then mask($.customer.email) else null,
"phone": if($.customer.phone != null) then mask($.customer.phone) else null
}
}
this ensures the raw pii never leaves the secure genesys cloud environment in plain text. additionally, verify that your service now integration uses a dedicated service account with minimal privileges. do not use an admin account for webhook payloads. also, ensure the performance dashboard is configured with custom data views that exclude these masked fields from agent-level reports. if you are using custom attributes, mark them as ‘confidential’ in the user profile settings to prevent them from appearing in standard search results. this approach aligns with the latest security best practices for digital channels.
How do we enforce data masking?
You might want to look at genesyscloud_routing_data_action for field-level redaction. Role permissions do not mask payload data; they only control UI access.
If I remember correctly…
Cause: Zendesk ticket fields were static, but GC data actions handle dynamic payloads. Standard roles don’t mask PII.
Solution: Use genesyscloud_routing_data_action for redaction. In Zendesk, we just hid fields; here, you must explicitly configure the masking logic in the data action before it hits the dashboard.