Set Secured Data action

AI-generated summary

Genesys Cloud's Set Secured Data action provides robust attribute management capabilities for managing interactions and workflow participants, featuring persistent data storage across call flow transfers and comprehensive encryption security. The system stores attributes as name/value string pairs that remain accessible throughout multiple call flows, unlike standard flow variables. Data security is maintained through encryption both in transit and at rest, with customers having the option to implement custom encryption keys via AWS KMS symmetric key for conversations. Key functionality includes case-sensitive attribute naming, integration with services like Genesys Cloud for Salesforce for screen pop information, and a queued updates system that manages attribute changes before flow termination. The action requires precise name matching for attribute recall and supports multiple participant data attributes through Name/Value pair configuration. Technical implementation requires specific considerations, including the inability to assign secured customer data in Set Screen Pop actions and the requirement for agents to have scripts to read secured customer data. Attribute values set during interactions are immediately available for subsequent Get Secured Data calls, while updates are queued and transmitted to the cloud upon flow termination. Success paths indicate successful external endpoint communication, while failure paths manage errors through alternative actions such as error messages or agent transfers.

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; also known as conversation data or participant data, assigned to them.

About attributes

An attribute is a piece of information about a participant that travels with it throughout the interaction. In contrast to flow variables, participant data attributes persist between transfers from one call flow to another. For example, the caller’s telephone number (Call.Ani) does not persist if the interaction is transferred to another call flow. However, if the information is stored into participant data, subsequent flows can access it.

Each participant data is a name/value pair. These pairings are strings controlled by the flow author. To set an attribute, specify its name and a string value to assign to the attribute. These participant data attributes are most useful for any information that must persist beyond the current call flow. For example, information accessible from a different flow or information that leaves Architect altogether, such as Genesys Cloud for Salesforce, which receives screen pop URL information set via Participant Data.

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. To read secured customer data, the agent must have a script.

Set an attribute value on an interactionClick to expand

The Set Secured Data action in a task assigns an attribute value on an interaction. For example, if your flow includes a Call Data action that looks up information for a caller, use the Set Secured Data action to save the results of what the Call Data action finds.

If Architect transfers the interaction to another flow, the second flow can recall the information through the Get Secured Data action. This step ensures that you do not need to repeat the Call Data action.

Note: To ensure that Architect recalls an attribute with a Get Secured Data action, make sure that the attribute name exactly matches the Set Secured Data name from the previous flow. Architect does not automatically complete conversation data names across call flows. Best practice recommends that you copy and paste case-sensitive names to ensure a precise match.

If the Set Secured Data action sets a conversation attribute value during an interaction, then the flow reads this value on subsequent Get Secured Data action calls, even though the set value is not updated in the cloud until the flow ends. For example:

If the flow issues a Get Secured Data action with “Foo” as the attribute name, the cloud returns “Hello.” The variable bound to “Foo” in the Get Secured Data action is set to “Hello.”
The flow then issues a Set Secured Data action with “Foo” as the attribute name and “Goodbye” as the value.
The flow repeats the task of issuing a Get Secured Data action with “Foo” as the attribute name and the Cloud returns “Hello” as before. Updates made via Set Conversation Data are queued and only sent to the cloud just before termination. However in this case, the variable bound to “Foo” is set to “Goodbye” because Get Conversation Data uses any values that are queued for update before it uses what the cloud returns.

Configure the Set Secured Data actionClick to expand

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 set	Click next to Attribute 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 Conversation 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 and follow 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 there was an error running the action or there was a problem 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 and follow 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 there was an error running the action or there was a problem 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.

Notes:

Sometimes, the attribute value of a participant can change while the participant proceeds through a flow that also changes the attribute value. The updates made via the Set Secured Data action are queued in memory until just before flow termination.
Updates go to the cloud in one batch. If multiple Set Secured Data action calls occur by a flow against the same attribute, the value set in the last call wins.

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Set Secured Data action

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Customer secured data

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