Our site currently resides on a restricted pod and we want our agents to benefit from Sneak Preview. How will Data Masking affect Sneak Preview information?
November 2016 and newer
Sneak Preview allows an agent to view what an end-user is typing into the chat window before the end-user sends the text.
Sneak Preview is available for Sites on restricted pods (such as PC or FG). The configuration settings to enable Sneak Preview are disabled by default. For more information on enabling Sneak Preview, please see Answer ID 9045: Best Practices for Sneak Preview.
If your site is on a restricted pod and you choose to enable Sneak Preview…
- An agent will see numerical strings within the Sneak Preview portion of the Chat Transcript
- Numerical strings show within Sneak Preview as they are typed by the end-user
- This occurs until the point when the numerical string matches a defined pattern, at which time the digits are masked within the Sneak Preview data
- When the end-user presses 'Send' the standard functionality of the restricted pod, as well as any Incident Thread Masking configurations, resume normally
For additional information about Masking, refer to these answers:
Answer ID 6541: PC (PCI) FG Masking: Incident vs Chat
Answer ID 6316: Enable Incident Thread masking feature
Answer ID 4019: Off the Record button in Chat
For more information on Sneak Peak, refer to online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.
If you would like to view what other customers do with chat, visit our Communication Channels Forum.