Enable in-flight sensitive data redaction and message processing - Amazon Connect

Enable in-flight sensitive data redaction and message processing

Amazon Connect supports message processing that intercepts and modifies chat messages before they reach any participant. This capability enables automatic redaction of sensitive data and custom message processing, helping businesses maintain compliance and security standards.

The following are processing options, along with features of each option:

  • Built-in sensitive data redaction

    • Automatically detects and removes credit card numbers, social security numbers, and other PII

    • Supports multiple languages, including English, French, Portuguese, German, Italian, and Spanish variants. For a list of the languages supported by Contact Lens redaction, see Languages supported by Amazon Connect features.

    • Choose to redact selected or all sensitive data entities

    • Replace with generic placeholders ([PII]) or entity-specific placeholders ([NAME], [CREDIT_CARD])

  • Custom message processors (via Lambda). For more information, see What is Lambda? in the AWS Lambda Developer's Guide.

    • Integrate third-party services for language translation

    • Apply profanity filtering

    • Transform messages using AI/LLM services

    • Implement business-specific message modifications

To configure message processing, define redaction rules in the Set recording and analytics behavior block. For more information, see Enable redaction of sensitive data. You can also specify a Lambda function for custom processing.

Your custom processor Lambda will take in an input JSON in the following format:

{
  "version": "1.0",
  "instanceId": "string",
  "associatedResourceArn": "string",
  "chatContent": {
    "absoluteTime": "string",
    "content": "string",
    "contentType": "string",
    "id": "string",
    "participantId": "string",
    "displayName": "string",
    "participantRole": "string",
    "initialContactId": "string",
    "contactId": "string"
  }
}

And output a JSON in the following format:

{
  "status": "string", // "PROCESSED"|"APPROVED"|"FAILED"|"REJECTED"
  "result": {
    "processedChatContent": {
      "content": "string",
      "contentType": "string" // "text/plain"|"text/markdown"|"application/json"
    }
  }
}

The processed chat content will replace the original message when published to chat participants.