Delete Content of a Message

Removes the author's name, email address, SMS, and social handles from the message contents. To delete this information from the interaction, use the Delete Author's Name of a Message job.

This job can be used to achieve compliance with federal privacy standards, such as the General Data Protection Regulation (GDPR) in the United States.

Contact center administrator Mowgli Kipling wants to remove message content after a certain number of days in order to be compliant with data protection policies, such as GDPR.

To accomplish this automated process, Mowgli creates a scheduler with the following conditions:

  • Message created time: Allows him to specify if he wants to target messages that are newer or older than a specified time. Mowgli sets the condition to target contacts older than 90 days.
  • Message direction: Allows him to specify if inbound or outbound messages should be deleted. Mowgli chooses inbound for this scenario.
  • Exclude message tags: Allows him to exclude messages that have specific tags. He chooses to exclude messages that have been deleted.

Then, he creates the following jobs and assigns them to the scheduler:

With this configuration, all messages that are older than 90 days and have not been deleted already will have their data deleted from CXone. They will also have the deleted tag added to them. Since Mowgli used a scheduler, the job will continuously run, rather than only being executed once.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Delete content of a message.

  6. Select the Content removed reason:

    • Select Time to Live if you need to remove the data after a certain amount of time has elapsed.  

    • Select GDPR if you need to remove the data for privacy reasons.

    • Select Other if you are removing the data for a different reason, such as limited storage capabilities.

  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.