Redacting Chat Session Transcripts

In the Live Assist for Microsoft Dynamics 365 Administration Portal, you can request the redaction of stored chats. After a chat is redacted, the lines of the transcript, pre-chat surveys, and post-chat surveys are replaced with redaction text.

This can be used to remove a visitor's PII (Personal Identifiable Information) from Live Assist, to comply with GDPR legislation and your visitors' right to be forgotten and right to erasure.

When a Chat Session ID has been submitted for redaction, it is not redacted immediately—it remains in place for at least 5 days, and for no more than 25 days. Until the chat is redacted, you can still retrieve it in one of the following ways:

• Using the Transcript API,
• Through the Microsoft Dynamics 365 Chat Activity records, or
• Through the Live Assist Engagement Portal.

Important:
     •  Information stored in the Dynamics CRM cannot be redacted through this process—information such as contact records must be deleted through the CRM.
     •  Only completed chats can be redacted.
     •  Carefully consider the impact of submitting Chat Sessions for redaction. Transcript redaction is permanent, and when a transcript is redacted, there is no way to restore it. It is also not possible to revoke a redaction request.

Redacting a Transcript

Step 1—Create a Deletion Key in the Engagement Portal

1. Visit the Engagement/Supervisor Portal.
2. Select Engage -> Campaign Builder and view the Data Sources page:
   
   
   
3. Select the API tab and click + Add New
   
4. The API Key must have an Application name and Developer name. Under Data check Personal Data Deletion
   
5. When saved, you can view the Authentication Details: App key, Secret, Access token, and Access token secret. These details must be specific to the Live Assist Admin Portal.
   

Step 2—Load the key into the Live Assist Admin Portal

1. From the Live Assist Admin Portal, select Links > Chat Redaction
   
2. Only one API Key can be specified. Specify the attributes from the Authentication Details generated.
   

Step 3—Finding Chat Session IDs to redact

• The Chat Session ID is available on the Chat Activity from within Microsoft Dynamics 365
  

Step 4—Submit Chat Session IDs for deletion

• Chat Session IDs can be specified in the text field. If you need to mark more than one for redaction, you can provide a comma-separated list.
  

After Redaction

• Redaction can take up to 35 days to occur. The chat transcript and surveys are replaced with redaction text.
  For example: