Mask Credit Card Number in Message Content

Hides credit card numbers within messages.

CXone supports masking for standard credit card format. Credit card issuers may change their range or formatting. Our pattern recognition only supports changes made through March 2024.

Contact center administrator Mowgli Kipling wants to make sure agents cannot see a contact's credit card number in a message.

To accomplish this automated process, Mowgli creates a message created trigger with the following conditions:

  • Message direction: Allows him to specify the trigger to only fire for inbound (from the contact) messages.
  • Included channels condition: Allows him to specify the channels where message content should be masked. Mowgli includes all of his live chat channels, since those are the ones his agents might collect credit card information from through forms.

Then, he creates the mask credit card number in message content job and adds it to the trigger.

With this configuration, any credit card information in an inbound message through a live chat channel will be masked.

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 Mask credit card number in message content.
  6. 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.