Configuring Sensitive Data Handler
Detect and mask sensitive information that is shared in Agent Chat or Virtual Agent conversations.
Before you begin
Note: This feature is being prepared for future deprecation. It will be hidden and no longer available for installation but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
Install the Data Privacy application as a replacement. For more information, see Data Privacy for Virtual Agent.
Activate the Sensitive Data Handler plugin (com.glide.sensitive_data_handling).
Role required: admin, virtual_agent_admin
Procedure
Navigate to All > Conversational Interfaces > Settings.
Under Sensitive data detection, select View all.
Slide the Active toggle switch to enable sensitive data detection.
Select the appropriate conversation flow:
- Requester to agent - detect and mask sensitive data entered by the requester in an Agent Chat conversation.
- Agent to requester - detect and mask sensitive data entered by the agent in an Agent Chat conversation.
- Requester to Virtual Agent - detect and mask sensitive data entered by the requester during a Virtual Agent conversation. Note: You must select at least one conversation flow.
The Regular Expressions tab displays the existing expressions:
| Field | Description |
|---|---|
| Name | Name of the regular expression. |
| Regular Expression | Pattern that defines the expression. |
| Number of characters to mask | Number of characters in the regular expression that are masked. |
| Start masking from | Direction the regular expression is masked: left to right or right to left. |
| Status | - Active - this expression is masked. - Inactive - this expression isn't masked. |
| Order | Order in which the active regular expressions are analyzed against a message to determine if there are any matches. |
- Either select an existing expression to modify or create a new regular expression by selecting New and filling in the fields.
| Field | Description |
|---|---|
| Name | Name of the regular expression. |
| Number of characters to mask | Number of characters in the regular expression that are masked. |
| Masking symbol | Symbol used in place of the sensitive data. |
| Status | - Active - this expression is masked. - Inactive - this expression isn't masked. |
| Domain | Name of the domain that this regular expression affects. If you select Global, then the regular expression applies to both the agent and requester domains. For the agent and requester to see each other's domain, the administrator must do one of the following:- Include the domain where the regular expression should be visible as a child domain to the corresponding parent domain. - Grant necessary access to the appropriate domain if it's a sister domain. - Set the regular expression under a global domain. |
| Regular Expression | Pattern that defines the expression. Check your regular expression on a regex validation site such as https://regex101.com/ |
| Order | Order in which the active regular expressions are analyzed against a message to determine if there are any matches. |
| Start masking from | Indicates whether the regular expression is processed from left to right or right to left. |
On the Agent system messages tab, enter information for the message that the agent sees if they enter sensitive data:
Field Description Description Description of the system message. Value Exact wording of the system message that displays to the agent. Updated Date and time the message was most recently updated. Updated by Name of the user who most recently updated the message. On the Requester system messages tab, enter information for the message that the requester sees if they enter sensitive data:
Field Description Description Description of the system message. Value Exact wording of the system message that displays to the requester. Updated Date and time the message was most recently updated. Updated by Name of the user who most recently updated the message. Select Save.
Parent Topic:Configuring Agent Chat