Pause a call recording to protect sensitive data

AI-generated summary

Genesys Cloud allows agents to temporarily pause call recordings during ACD interactions to protect sensitive information such as credit card numbers. The Secure Pause feature requires specific permissions including "Conversation > Recording > Pause" and "Conversation > Recording > PauseOthers." While paused, agents can still hear customers, but the system does not record the conversation. This functionality is exclusively available for ACD calls through the agent interface and cannot be used with non-ACD calls. Agents can toggle recording on and off by clicking the Secure Pause button during voice interactions to protect sensitive, private, or secure data without losing audio communication with the customer.

PrerequisitesClick to expand

To protect sensitive, private, or secure information, like a credit card number, pause recording during a call. You can still hear the customer, but Genesys Cloud does not record the interaction during the secure pause. How you access secure pause depends on the kind of call.

Secure pause for ACD callsClick to expand

Secure pause for non-ACDClick to expand

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Pause a call recording to protect sensitive data