Data Privacy for Virtual Agent

You can use Data Privacy to detect and mask the sensitive data and PII during a Virtual Agent conversation.

Before you begin

Role required: virtual_agent_data_privacy_admin

About this task

Use Data Privacy to detect and mask the sensitive data and PII during a Virtual Agent conversation. Data Privacy is replacing the depreciated Sensitive Data Handler, see Deprecation Process [KB0867184] for more information. The setup process may vary depending on if Sensitive Data Handler was previously installed and configured.

Note:

If you have previously configured Sensitive Data Handler your settings will be migrated to Data Privacy as a policy. See Create anonymization policies for more information.

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. Under Sensitive data detection, select View all.
   If the button reads Get data privacy, you will need to install the Data Privacy plugin to continue. See Activate data privacy (Classic) for more information
3. Set the slider to Active.
4. Optional: If Data Privacy is not yet installed you will be prompted to install the Data Privacy plugin to continue, see Activate data privacy (Classic) for more information.
5. Select the appropriate conversation flow:
   1. Requester to agent - detect and mask sensitive data entered by the requester in an Agent Chat conversation.
   2. Agent to requester - detect and mask sensitive data entered by the agent in an Agent Chat conversation.
   3. 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.
6. Select Manage in Data Privacy.
   If you have configured Sensitive Data Handler before, your settings will be migrated as a policy to Data Privacy
7. Create a new Data Privacy policy for Virtual Agent, see Create anonymization policies for more information on Data Privacy policies.