Work with secure call and bot flows

AI-generated summary

Genesys Cloud's secure flows enable the processing of sensitive data within Architect flows through secure actions and variables, indicated by key icons, with built-in protections for PCI/PII-compliant information such as credit card data. The platform prevents certain logging and recording when bots are initiated from secure call flows, ensuring data protection during sensitive transactions. Key capabilities include the Extract Secure Data action, which transfers data from secure to non-secure variables, and the Call Secure Data action for processing sensitive transactions. Users can configure secure data resources, search for secure data within flows, access version history, transfer calls to secure flows, and return calls to agents. The Transfer to Secure Flow action is available exclusively in inbound, outbound, and in-queue call flows, while the Return to Agent action enables callers to reconnect with an agent in the initial flow or disconnects the call if no other participants remain. Secure flows require specific Architect permissions—Add, Edit, and View—assigned by administrators and impact analytics metrics including time in IVR, agent handle time, and agent talk time. The platform provides built-in variables such as Flow.InvocationData for secure flows and includes dependency search functionality to identify flows using particular resources. Configuration options encompass data resource management, expression creation for complex calculations, and access to Architect built-in variables and documentation resources. Users can view and edit variable properties within flows and generate printable copies of secure flows for documentation purposes. The platform includes a feedback mechanism allowing users to report issues such as inaccurate or incomplete information, outdated content, or usability concerns, with options to specify user roles including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support.

Series: Secure flows in Architect

Previous suggested step: Secure flow scenarios

PrerequisitesClick to expand

In Architect, a flow assumes secure functionality when processing a secure action or when a variable’s content is marked as secure. When it consumes secure data, a key icon appears.

Within a task, the key icon indicates that an action or an action beneath it is either secure or consumes secure data.

Notes:

Secure flows impact agent analytic metrics, including time in IVR, average time in IVR, agent handle time, average agent handle time, and agent talk time. For more information, see Metric definitions.
If a bot session is initiated from a secure call flow, the bot inherits the secure characteristics of the secure call flow, preventing a certain level of logging and recording of data to keep PCI/PII compliance.

To help familiarize yourself with secure flows in Architect, see Secure call flows overview and Secure flow scenarios. For more information on configuring and designing secure flows, review the following sections:

Secure flow configuration and setupClick to expand

Articles	Features you can configure
Manage data resources in a flow	Learn how to edit variables, view usage, and add and filter variables for flows.
Expression Help feature	Learn how to access the built-in expression resource to assist when creating task expressions.
Work with expressions	Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect built-in variables for all flow types. The built-in variable for secure flows is Flow.InvocationData. In a secure flow, the Update Data action updates the variable to the value of Flow.InvocationData supplied to the secure flow.
Search for flows by dependency and Dependency Search tab	Perform a search for flows used by particular dependencies or resources, such as prompts, users, or queues.
About Architect	Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Architect permissions overview	Architect permissions are based on flow design tasks, or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user.

Secure call flow actions and tasksClick to expand

Articles	Features you can configure
Create a flow	Learn how to create flows, including secure flows, in Architect.
Search for secure data within a flow	Learn how to find flows that contain data and to search for secure data within a flow.
Secure data version history	Access and view previous versions of a flow and see which versions contain secure data.
Extract Secure Data data action	In a secure flow, this action copies the data from a secure variable to a non-secure variable.
Call Secure Data data action	Use this action when dealing with sensitive data; for example, when charging a caller’s credit card.
Transfer to Secure Flow action	Call flows only: Learn about this action, available in inbound, outbound, and in-queue call flows.
Return to Agent action	Call flows only: Depending on the flow design, adding this action at the end of the secure flow can: Return the caller can return to the initial flow and reconnect with an agent. Disconnect the call if the flow instance is the only other participant other than the current call.
Manage a variable	View and edit a variable’s properties.
Print a copy of a flow	Learn how to generate a printable copy of a secure flow.

PCI data cleanupClick to expand

Consider a bot flow that takes a card payment by voice. The caller speaks their card number, expiry date, and CVV, and the flow stores each value in a secure variable before sending the details for authorization.

After a payment has been authorized, clear the CVV and the last collected utterance so that no sensitive card data remains in memory. The CVV is held in a secure variable, but Session.LastCollectionUtterance also stores the raw text of the caller’s most recent response, which may contain the spoken CVV. Both must be cleared explicitly.

To clear sensitive data after authorization in bot flows:

In the bot flow, add an Update Data action immediately after the authorization step, once you have the result you need.
In the Update Data action, add an update for the CVV secure variable (for example, Flow.CardCVV) and set its value to NOT_SET.
Add a second update for Session.LastCollectionUtterance and set its value to NOT_SET.
Save and publish the flow.

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Articles

Features you can configure

Learn how to edit variables, view usage, and add and filter variables for flows.

Learn how to access the built-in expression resource to assist when creating task expressions.

Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.

See the list of Architect built-in variables for all flow types. The built-in variable for secure flows is Flow.InvocationData. In a secure flow, the Update Data action updates the variable to the value of Flow.InvocationData supplied to the secure flow.

and

Perform a search for flows used by particular dependencies or resources, such as prompts, users, or queues.

Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.

Architect permissions are based on flow design tasks, or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user.

Articles

Features you can configure

Create a flow

Learn how to create flows, including secure flows, in Architect.

Search for secure data within a flow

Learn how to find flows that contain data and to search for secure data within a flow.

Secure data version history

Access and view previous versions of a flow and see which versions contain secure data.

Extract Secure Data data action

In a secure flow, this action copies the data from a secure variable to a non-secure variable.

Call Secure Data data action

Use this action when dealing with sensitive data; for example, when charging a caller’s credit card.

Call flows only: Learn about this action, available in inbound, outbound, and in-queue call flows.

Return to Agent action

Call flows only: Depending on the flow design, adding this action at the end of the secure flow can:

Return the caller can return to the initial flow and reconnect with an agent.
Disconnect the call if the flow instance is the only other participant other than the current call.

View and edit a variable’s properties.

Learn how to generate a printable copy of a secure flow.

Work with secure call and bot flows

Series: Secure flows in Architect

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Work with secure call and bot flows

Series: Secure flows in Architect

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