Overview: Publish Message workflow module (Console)

This article explains the function and implementation process of using the Publish Message module when building Workflows in Console. 

In this article

Overview

The Publish Message workflow module instructs the system on how to process and post a message to the feed tab of an active interaction in real time. This means that the Publish Message module is used in a workflow to enable the system to screen messages before posting it to the feed tab of an interaction regardless of it being an inbound message (from the customer), an outbound message (from the queue user), or both. 

The main purpose of this module is to process and then post messages to the feed tab when the queue has messages that need additional processing and or screening. This is the case when a queue is using live translation. Also, this is the case when the queue manages sensitive information, so each message needs additional screening.

Common use cases for the Publish Message module

Below are some common use cases for using the Publish Message module.

Redact sensitive information from messages before publishing

Use this module when you need each message reviewed for additional security before it’s posted to the interaction. 

For messages that are handling sensitive information, this module can be configured to instruct the system to mask sensitive data included in a message from either party. This is common if the queue is managing credit card information, social security numbers or other personal information for validation purposes. For example, if your queue users need to collect the customer’s credit card number for account verification, but the queue user doesn’t need to see this information themselves, you can configure this module to redact credit card numbers. In this scenario, the credit card number is masked for both the customer and the queue user, but the system has collected it to use for the verification purposes.  

So, use this module when you want the system to screen messages for sensitive data before posting them to the interaction.

Publish translated messages

Use this module when you’re building a translation workflow. 

Configuring your account to use live transcription and translation in your queues is a valuable enhancement that allows your teams the ability to overcome language barriers effortlessly. This is beneficial in empowering your teams to manage interactions no matter the language of the customer while simultaneously reducing handle time and unnecessary transferring.

So, a common use case for using this module is to publish translated messages to the interaction. This means that this module is used in translation workflows because this module is what tells the system to publish the message to the feed once the translation is available.

How it works

Here’s an example of how this works. Imagine that you work for the customer service department of a bank, specifically in the credit card billing department. 

Your team of agents support customers from all over the world who speak a variety of languages. You have queue users in the US, Mexico, and France who manage these international interactions while also protecting the customer’s credit card number data.

Because of this, you want to ensure that your queue users are able to assist any customer speaking any language.

To effectively implement the Publish Message module for this scenario, you need to construct a translation workflow that is structured as follows: 

Start module > Detect Language module > Translate module > Publish Message module > End module 

In this scenario, the Publish Message module specifically needs to have redaction enabled for credit card numbers. After you have configured the modules and published the workflow, connect the published workflow to the necessary queue(s) that are using translation and redaction services before a message is published to the interaction.

Visual breakdown

Exterior structure

Interior structure

The interior of the Publish Message module provides you the ability to define if you want certain data to be redacted or not before posting the message to in the feed tab of an interaction.  

• Label: The Label field allows you to title the module. This title can be seen from the workflow overview and acts as a quick way to explain the purpose of this module at this point of the workflow.

• Redact: The Redact toggle allows you to define if there is sensitive information you expect to be shared that you want redacted or not before publishing to the feed tab. This toggle can be either enabled or disabled. The toggle defaults to being disabled.

  • ‘Enabled’ Redact toggle: When this toggle is enabled, you gain access to the Type menu where you can define the specific type of data you want to be redacted in real time before the message is posted to the feed tab of the interaction. 

  • ‘Disabled’ Redact toggle: When disabled, you can’t see or configure the Type menu as the module is configured to publish all messages it processes to the feed tab without redacting any information. 

• Type: The Type menu is only available for configuration if you have enabled the Redact toggle. This menu allows you to select which data pieces you want to be redacted in real time before the message is posted to the feed tab of the interaction. This menu includes options like “Credit Card Number”, “Email”, and more.

• +Add: The +Add button allows you to configure additional pieces of data to be redacted when processed through this workflow module.