PCI DSS compliant in Chat

[EilidhB]

Hi there,

I've seen notes/documentation on being able to mask sensitive information within chat e.g. card details.
I just want to check, does this mean the customer types in the details and the agent wouldn't be able to see them?
Is this automatic/apart of the standard widget capabilities and doesn't need extra code to include this feature?

Is there a possibility that the customer could type the details, the agent sees the details but once the chat is done the card details are masked after the fact? Or would we have to integrate some sort of payment facility within webchat that we direct the customer to so that we can take payment via chat?

At the moment we have to direct the customers to call us or we arrange a call back and this defeats the point of us using chat as a way to reduce phone traffic.

Cheers,
Eilidh

[anon39326996]

Hi, we automatically mask credit card data as noted here: https://help.mypurecloud.com/articles/pci-dss-compliance/

Web chat does not fall into our PCI scope and cannot be used to pass credit card data.

[EilidhB]

That's helpful actually, that link suggests Google dialogflow may be able to do this. I will investigate further, thanks.

[anon39326996]

Thanks for pointing that out. The PCI compliance is only for voice, not web chat or messaging but I agree the article seems to be worded in a way that is ambiguous. We'll fix that.