Name every layer that data crosses, and say where the masking actually happens.
Reviewed by Pega Principal Solution Architect (CLSA)
Name every layer that data crosses, and say where the masking actually happens.
Your case calls Pega GenAI, and the prompt carries customer data. Risk and compliance will not sign the design off until you answer one question.
1. Four layers, and only one of them is a model.
Interaction, orchestration, abstraction and processing, then the model layer. Channels, portals and email bots are entry points only. A candidate who jumps straight from the portal to the LLM has skipped the two layers that do the governing.
2. Orchestration never leaves Pega Infinity.
The application logic stays centre-out, inside Infinity. It reaches Pega GenAI through standardised rule types such as Connect GenAI and GenAI Coach. The rule type is the seam, not a raw HTTP call your team writes.
3. The Gateway Proxy is the boundary. Say it by name.
The abstraction layer holds four things: the Assistant Service, payload translation, usage tracking, and the Gateway Proxy. Pega describes the proxy as the secure boundary that routes sanitised requests to external providers. Everything before it is inside your estate.
4. The masking happens in the abstraction layer, not in your app.
Policy enforcement, telemetry and masking all sit in one gateway service. Not in the case type. Not in the connector. One place, so one team can prove the control works.
5. Mask it yourself and you have broken the audit, not improved it.
A team that adds its own masking step inside a case type creates a second control that risk has to test separately. Now there are two places a prompt can leak and no single place to prove it does not. Centralised is the control here, not a convenience.
6. Sanitised at the gateway is not the same as never leaves.
The requests still go out to Bedrock, Vertex or OpenAI. Pega is provider agnostic at the model layer and does not embed one model in the platform. Give risk and compliance the accurate version, because they will read the addendum.
7. Pega GenAI runs in Pega Cloud only.
The features are available exclusively in Pega Cloud, under a licence and a signed addendum. A client-managed or on-premises deployment does not run them locally. It connects back to Pega Cloud through Pega PremBridge. For a bank that has fought hard for on-premises, that single fact reshapes the whole conversation.
Lesson
Every team asks where the data goes. The better question is where the control lives.
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