About Data Masking
Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security Numbers, bank account numbers, etc., is not transmitted from the system to the customers and vice versa. If the customer and agent do add any sensitive data in the email content and chat messages, all such data is masked before it is displayed to customers and agents and before it is stored in the eGain system.
Data masking is the process of scanning the content for sensitive information and applying regular expressions to mask the sensitive information and hide the original data with characters, like * ^ #. Data is masked using patterns that are defined using Javascript and Java regular expressions.
Data masking is available for emails and chats.
Masking patterns are defined by the partition administrators and then are applied to the email and chat channels. The partition administrator can decide to manage the channels for all departments at the partition level or can allow each department to manage their own configurations.
For chat, administrators have the option to allow customers to disable data masking for selective messages. The Off-the-record feature allows agents and customers to exchange sensitive information as data masking rules do not apply to these messages. Any information exchanged off-record is not stored in the eGain system. Off-the-record conversations can be started and stopped only by customers.
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