Configure rule-based redaction in a contact flow
You configure rule-based redaction directly in the Set recording, analytics, and processing behavior flow block. The block contains the redaction mode (allowlist or denylist), the URL rules, and the window title rules that apply to contacts routed through the flow. Because the configuration lives in the flow, you can apply different redaction behavior to different contacts based on queue, contact attributes, or any other flow logic.
For an overview of how rule-based redaction works, see Rule-based redaction for screen recordings.
Contents
Prerequisites
Before you configure rule-based redaction, complete the following.
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Enable agent screen recording on your Connect Customer instance. See Enable screen recording.
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Confirm that agent workstations meet the requirements for rule-based redaction. See System and network requirements.
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Install or update the Connect Customer Client Application to version 3.0.2 or later. See Connect Customer Client Application.
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Deploy the Connect Customer browser extension to every browser that agents use during recorded contacts. See Deploy the browser extension.
Configure rule-based redaction in a flow block
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Open the Connect Customer admin website. On the navigation menu, choose Routing, then Flows.
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Open the contact flow in which you want to apply redaction. The flow must run before the contact is routed to an agent.
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Add a Set recording, analytics, and processing behavior block to the flow. For general information about this block, see Set recording and analytics behavior.
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Open the block. On the Config tab:
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For Select action, choose Set recording and analytics behavior.
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For Select channel, choose Screen recording.
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Under Agent screen recording, select Enable screen recording.
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Expand Redaction configuration and select Enable redaction.
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For Mode, choose one of the following.
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Allowlist - show matching content – Only content that matches a rule remains visible in the final recording; all other browser and application windows are masked.
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Denylist - hide matching content – Only content that matches a rule is masked in the final recording; all other content remains visible.
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Under URL rules, add one or more URL rules to match browser pages. For each rule:
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For Comparison type, choose a comparison type.
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For URL rule, enter the pattern to match against.
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To add another URL rule, choose Add URL rule.
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Under Window title rules, add one or more window title rules to match native application windows. For each rule:
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For Comparison type, choose a comparison type.
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For Window title rule, enter the pattern to match against.
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To add another window title rule, choose Add window title rule.
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Save and publish the flow.
You can add rules of either type, or both types, in the same block. The configuration applies to every contact that is routed through the flow until you change it.
Rule syntax
A flow block supports two types of rules.
| Rule type | Matches against |
|---|---|
| URL rule | The URL displayed in the address bar of a browser window. Requires the Connect Customer browser extension. Supported on Google Chrome, Microsoft Edge, and Mozilla Firefox. |
| Window title rule | The window title of a native application on the agent's workstation, such as a desktop application or a browser that is not otherwise supported for URL matching. |
Each rule has a comparison type and a pattern value.
| Condition | Matches when |
|---|---|
| Begins with | The URL or window title starts with the pattern. |
| Contains | The URL or window title contains the pattern at any position. |
| Exact | The URL or window title is identical to the pattern. |
A flow block supports up to 100 URL and window title rules. Each pattern is 1 to 128 characters.
Example configurations
Example 1: Redact a payment page and a legacy desktop application
To redact the payment entry page on an internal CRM and the window of a legacy billing application:
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Mode: Denylist - hide matching content
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URL rules:
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Comparison type: Begins with, URL rule:
https://crm.example.com/contacts/ -
Comparison type: Contains, URL rule:
/payment
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Window title rules:
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Comparison type: Contains, Window title rule:
Legacy Billing App
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Example 2: Allow only approved work applications
To hide everything except a small set of approved applications and websites:
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Mode: Allowlist - show matching content
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URL rules:
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Comparison type: Begins with, URL rule:
https://connect.example.com/ -
Comparison type: Begins with, URL rule:
https://crm.example.com/ -
Comparison type: Begins with, URL rule:
https://knowledge.example.com/
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Window title rules:
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Comparison type: Contains, Window title rule:
Amazon Connect Client -
Comparison type: Contains, Window title rule:
Company CRM
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Example 3: Apply different redaction behavior based on queue
To apply different rule sets to contacts based on the queue they are routed to, branch your flow before each Set recording, analytics, and processing behavior block. Each branch can configure the block with a different mode and rule set. For information about branching in flows, see Connect Customer flows.
Reuse a configuration across multiple flows
If you want the same redaction rules to apply across several flows, put the configured Set recording, analytics, and processing behavior block inside a flow module and invoke the module from each parent flow. Flow modules let you share a reusable piece of flow logic, including block configurations, across multiple flows without manually copying the rules into each one. When you update the rules in the flow module, every parent flow that invokes it picks up the change.
For information about creating and invoking flow modules, see Create reusable flow modules.
Update or remove rule-based redaction
To change the redaction rules, mode, or behavior for a flow, edit the Set recording, analytics, and processing behavior block in the flow and save the flow. To stop applying redaction in the flow, clear Enable redaction in the Redaction configuration panel.
Changes take effect for contacts that start running through the flow after you save it. Contacts that are already in progress continue to use the configuration that was in effect when they started.
