This feature restricts agents from viewing conversation transcripts for any segment associated with a skill designated to have masked transcripts at the backend account level. Only agents assigned to these designated skills can view relevant conversation transcripts, providing enhanced control over access to sensitive information.
Use Cases
- Sensitive Information Protection: Skills managing sensitive information (e.g., security, trauma, or medical details) can be masked to ensure only trained agents handle these conversations.
- External Agent Access: When external agents are involved, brands may want to restrict their access to transcripts of previous conversations handled by internal agents.
Example Scenario
A brand designates Skill B as restricted.
An agent with skills A, C, and D attempts to access a conversation from Skill B.
Since the agent lacks Skill B, they receive a masked message:
"You do not have permissions to view messages from this skill"
Enablement
To activate this feature, please contact your account team, who will coordinate with the Data Services & Solutions team.
Important Considerations
- Applies to all agent roles, including agent managers.
- Covers only historical conversations, not opened ones.
Limitations
- Transcript Visibility: Agents can access restricted conversations but will see the transcript as masked if they lack the required skill.
- User Identification Requirement: Masking applies only to users authenticated by a bearer (API key access does not support transcript masking).