LiveEngage 2.0 – Product Training - LivePerson
LiveEngage 2.0 – Product Training - LivePerson
LiveEngage 2.0 – Product Training - LivePerson
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Keep our environment clean of credit cards<br />
As part of <strong>LivePerson</strong>'s efforts to comply with the Payment and<br />
Industry Data Security Standards (PCI DSS), <strong>LivePerson</strong><br />
uses three main methods to keep our environment clean of<br />
credit card numbers:<br />
Blocking<br />
Masking<br />
Encrypting
How do we block credit cards at the chat<br />
window and ticketing? By blocking credit<br />
card patterns.<br />
Visitor<br />
CC#: 4580 …<br />
Blocking credit card patterns ensures that<br />
credit card numbers will not be written<br />
into the chat window (including surveys<br />
but not ticketing).<br />
This means no credit card is displayed in<br />
the agent chat window and if the visitor<br />
does enter a credit card number in the<br />
chat, the digits are replaced immediately<br />
by “*”.<br />
Agent<br />
CC#: ****…
During a chat session, an agent and<br />
a visitor view a real credit card<br />
number(the application server receives<br />
input). Only at the end of session is the<br />
credit card number written and masked<br />
into the DB.<br />
Visitor<br />
Agent<br />
CC#: 4580 …<br />
CC#: 4580…<br />
There are two differences with encryption<br />
credit card:<br />
1. There is no method to decrypt the<br />
credit card into the real CC<br />
number.<br />
2. The feature can be activated by<br />
<strong>LivePerson</strong> Administrators at the<br />
OEM/Site level.<br />
CC # is saved<br />
masked<br />
to DB<br />
LP DB
The same as the “masking”, during the<br />
chat session, the agent and the visitor<br />
view the real credit card number (the<br />
application server receives input).<br />
Only at the end of session, the credit<br />
card number is written encrypted into<br />
the database.<br />
There are two differences between<br />
encrypting and masking:<br />
1. There is a method to decrypt<br />
the credit card into the real<br />
credit card number.<br />
2. The feature is set by default for<br />
all sites, and there is no way to<br />
disable it by the customer.<br />
Visitor<br />
Agent<br />
CC # is saved<br />
encrypted<br />
to DB<br />
Support team<br />
decrypts the CC #<br />
CC#: 4580 …<br />
CC#: 4580…<br />
LP DB
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