Calls recordings go through a number of steps:
1. An agent or customer initiates the call
2. Zendesk Talk creates a new ticket in Zendesk Support
3. The call is completed
4. Zendesk Talk adds a new comment to the ticket it created in Zendesk Support containing a complete recording of the call
5. A trigger notifies Intelligent Voice that a new recording has been added
6. Intelligent Voice retrieves the call recording, transcribes it and scans for potential payment card data.
7. If payment card data is suspected, Intelligent Voice will create a new call recording with the payment card data redacted (replaced by silence), and a transcript with the payment card data replaced by ••••• characters. This will be added to the ticket as a new comment.
8. If no payment card data is suspected, Intelligent Voice will add the original recording and a transcription to the ticket as a new comment
9. The ticket now has both the original comment added by Zendesk Talk which contains just the call recording, and the new comment added by Intelligent Voice which contains both the recording and the transcript, with payment card data redacted. To comply with PCI DSS rules, we recommend you configure Zendesk Talk to delete the original recordings after a short retention period, such as 1 day.