Data scrubbing

Puzzel chat data scrubbing is applicable to both chat and co-browsing. Data scrubbing is a functionality that removes sensitive data based on search and replacement patterns using regular expressions. It is executed before the data reaches the CommServer, ensuring that scrubbed data never enters Puzzel. If data is scrubbed, it is not displayed to either the customer or the agent, and it is not sent to the archive.

As a Puzzel customer, you choose one or more regular expressions to use for identifying data to scrub, as well as what those patterns should be replaced with (searchPattern and replacementPattern).

The searchPattern is a regular expression. A simple example to find email addresses is: 

"[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}"

For replacement, there are several options. 

1. You can replace matches with any string, for example: "removed", "scrubbed", or "masked".
2. maskX = replaces everything with "x".
3. maskStars = replaces everything with "*".
4. Regex pattern replacement = replaces parts of a string, for example $1xxxx$3. The $ variables are based on the defined searchPattern.

We also provide the option to enable or disable validation using the Luhn algorithm: https://en.wikipedia.org/wiki/Luhn_algorithm