Get Secured Data action

AI-generated summary

Genesys Cloud's Get Secured Data action enables retrieval of encrypted attributes from interactions and workflow participants across all flow types except bot flows. The system allows customers to encrypt data using their own AWS KMS symmetric key for conversations, providing enhanced security control over sensitive information. Key features include: - Attribute handling through name/variable pairs - Case-sensitive attribute management - Support for multiple attributes ("participant data") in a single action - Integration with built-in call variables, flow variables, and task variables - Encryption of data both in transit and at rest Configuration components: - Action naming for task sequence display - Attribute configuration with Name/Value pairs - String literal requirements for attribute names - Value assignment using literal or expression editors Path definitions: - Success path: Confirms successful communication with external endpoints - Failure path: Handles errors and connectivity issues Limitations: - Cannot assign secured customer data in Set Screen Pop actions - Requires AWS KMS symmetric key configuration - Not compatible with bot flows

This action is available in the Customer Secured Data menu in the task editor Toolbox. Use this action in all flow types, excluding bot flows.

Interactions and workflow participants can have attributes assigned to them. An attribute is a piece of information about an object that travels with it throughout the flow. For example, one attribute of an interaction object is the telephone number or email of the person who started the interaction. Each attribute is a name/variable pair. To retrieve an attribute, specify its name and a string variable you want to assign to the attribute.

Customer secured data

While all data within Genesys Cloud is encrypted in transit and at rest, customers can also encrypt attributes with their own encryption key. This feature provides customers with more encryption controls to apply to any sensitive data that is required in the flow orchestration.

To enable this functionality, customers must configure an AWS KMS symmetric key for conversations. For more information, see Use an AWS KMS symmetric key for conversations.

Notes:

Attributes are case-sensitive. If you use an existing attribute in another part of the flow, make sure that you match the case of the original attribute.
You cannot assign secured customer data in a Set Screen Pop action.

When you use the Get Secured Data action in a task, you set up an attribute that you retrieve from an interaction or workflow participant.

Action	Description and use
Name	Type a meaningful name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Add attribute to retrieve	Click next to Attribute to open the configuration fields and add a Name/Value pair configuration for an attribute. Multiple attributes (“participant data”) can be created and saved in a single Set Secured Data action.
Attribute Name	Assign a name to the attribute. The attribute name is a string literal and cannot remain blank (empty). This name must be copied exactly to any Get Secured Data action that retrieves the value.
Value To Assign	Attribute (conversation data) values are string literals or expressions, such as built-in call variables, flow variables, or task variables you create. Use the literal editor or expression editor to assign a string, variable, or expression value to the attribute.

Define success, failure, and output paths

Name	Description
Success	This path indicates that the action successfully communicated with its external endpoint and received a result. Drag the appropriate action below the Success path that follows the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company’s call or bot flow design. Note: A completed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received is the intended result or functionality.
Failure	This path indicates that an error occurred while running the action or a problem occurred while processing the results from a data action. Drag the appropriate action below the Failure path and direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Name

Description

Success

This path indicates that the action successfully communicated with its external endpoint and received a result.

Drag the appropriate action below the Success path that follows the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company’s call or bot flow design.

Note: A completed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received is the intended result or functionality.

Failure

This path indicates that an error occurred while running the action or a problem occurred while processing the results from a data action.

Drag the appropriate action below the Failure path and direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance.

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

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Get Secured Data action

Customer secured data

Define success, failure, and output paths

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