How do I correctly to ensure PII redaction applies consistently across digital channel transcripts in bulk exports?
- Configure redaction rules in the Admin console.
- Trigger a bulk export job via the Recording API (v2.1) for webchat data.
- Download the CSV from S3.
The voice transcripts show redacted fields, but the webchat JSON still contains raw customer emails. Is this a known limitation of the digital channel export pipeline, or is a specific metadata flag required to force redaction on text-based interactions?
it depends, but generally… the digital channel redaction lags behind voice. in zendesk we just filtered on export, but here you need to enable ‘pii_redaction’ in the specific webchat config under admin > omnichannel. check that toggle. also verify the export job timestamp is after the rule activation.
The main issue here is that the pii_redaction toggle in Admin > Omnichannel was likely enabled after the initial webchat sessions occurred. Ensure the rule is active before triggering the export job, as historical data requires a manual re-redaction process or a new export cycle to reflect the updated privacy settings.