Address Redaction

The Address Redaction Utility allows the administrator to remove various Personally Identifiable Information (PII) from address records. This meets General Data Protection Regulation (GDPR) requirements and California Consumer Protection Act (CCPA) requirements. The administrator can determine what address information is redacted and filter the cases that the utility processes. Redacted address records stay in the database, but the redacted information is removed, and the record is flagged for identification.

When the primary address is picked up by the utility, the processes are also run against the secondary address linked to the primary address. This occurs even if the secondary address is not flagged. You must select at least one filter to run this utility, which can only be on A codes. Audit Trail, Case Texts, Letters, and Attachments can also be removed by this utility. You can save the utility as a Favorite and schedule it.

If a particular A code is designated for redaction, an index for that A code should be added.

We recommend your Legal team approve the filters you set on this utility. You should run this utility in Search Only mode beforerunning the redaction to understand how many records will be redacted. The Legal team should review the redacted records. Use caution when giving a user permission to access this utility.

This utility complies with the many global regulations and security regulations to meet GDPR requirements, as well as CCPA requirements. When customer data is removed, it cannot be recovered.

Example of GDPR and CCPA Requirements

A customer requests to have personal information removed. The agent would select a flag on the Address section of a case to indicate that the consumer has requested the removal of their information. The utility can be scheduled on a daily, weekly, or monthly basis to remove all relevant data, as determined by corporate policy. Typically, this removal would be PII data such as first/given name, last name, address 1/2/3, email, email2, postal code in some countries, and phone.

To access the Address Redaction Utility:

From the Application Function Bar, select Utilities > Address Utilities > Address Redaction.

Utility options

Option	Description
Mode	Determines whether any data redaction is made. The options are: Search Only: Runs a search and creates a log of all the changes that would be made but does not actually redact any data. Running a search will generate a list of cases and address IDs that will be impacted. Redact Addresses: Removes the address information that you elected to remove. Running the utility in this mode will only display the number of records impacted.
Remove records in Case Audit Trail for selected categories for redacted address	Select to remove records in Case Audit Trail for selected categories for a redacted address.
Remove case texts for redacted address	Select to remove all case texts for a redacted address. To limit case text redaction to a specific text type, enter the text type in the Case Text Type field.
Case Text Type	When the Remove case texts for redacted address field is selected, you can restrict the redacted case text to a specific type. Click the Case Text Type button and select a text type from the list. You may select multiple case text types.
Remove letter content and email address associated with redacted address	Select to remove letter content and email address from all letters on cases that are associated with the redacted address.
Remove attachments associated with redacted address	Select to remove the attachments associated with a redacted address. This includes links and files. All attachments associated with the redacted address will be permanently deleted.
Remove text survey responses associated with redacted address	Select to remove the text answers in survey responses associated with a redacted address. All other survey responses (for example, multiple choice, category code, or multiple answer) will display.
Skip the address if associated to an open case	Select (default) to skip processing of an address record that is associated with an open case.
Include records that have already been redacted	Select to include address records that have already been redacted. This can be useful if redaction elements have been added since the original redaction. Previously redacted elements will remain redacted (even if not included in the current parameters).
Address Categories to Redact	Click the New Address Category button to add categories for the address fields to redact. Each time you click this button, a new Category box will display. This allows you to add multiple categories.
Category List	Select the arrow on the Category box to view a list of address fields and categories that you can select. Selecting a category will flag it for redaction. This list is limited to address field categories. If you select the wrong category or want to remove a category, click the Delete button next to the box. If you select the Phone Number category, all phone numbers will be removed. This includes any social media user names entered as a Phone Number category.

Utility filters

For more information, see Filters in Emplifi Agent.

You must select at least one filter to run this utility. The utility only filters on A codes.

Running the utility

When you select the Run button, a dialog window will display which shows the number of impacted records and asks you to confirm before proceeding. If you selected Search Only mode and select Run, you will see a list of impacted records.