About action maps

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web action

An action that interacts directly with users through a web page. For example, content offers and web chats are web actions.

web action

An action that interacts directly with users through a web page. For example, content offers and web chats are web actions.

Learn how to build action maps that use different types of actions to enhance and extend a customer's journey.


Overview and best practices

Improve your action maps by reviewing the overall process for building them and our suggested best practices.

Create an action map

Learn how to create and manage your action maps. Action maps work on desktop applications and mobile devices.


Attributes and operators

When you create an action map, you specify the conditions that make it possible. To specify the conditions, you define an expression that includes an attribute and an operator.

Trigger an action map

Configure an action map to trigger based on segment match or user activity.

Select your action

Configure the action that the action map will use to engage your users.

Define outcome probabilities

Predictive Engagement uses AI to predict the actions your users will take. Help refine its modeling by identifying outcome probabilities.

Apply to webpages

An action map can trigger on any page where you use Genesys Predictive Engagement to track user activity. When you build an action map that uses a web action, you need to identify the webpages where the offer should appear. You can also specify pages where the offer should not appear.

Route the action map

Configure how Genesys Predictive Engagement routes users who respond to a web action and who are ready to work directly with a person.

Schedule group

In addition, for an action map that offers a web chat, you can select a schedule group to designate when agents are available. Genesys Predictive Engagement offers chats only when agents are available to connect with customers who accept the chat offers.

Prioritize the action maps

Multiple action maps can potentially trigger on a webpage. To ensure that Genesys Predictive Engagement picks the most appropriate one, configure the priority for each action map.

Activate or deactivate

To temporarily prevent an action map from triggering, deactivate it.

Maintain action maps

Genesys Predictive Engagement provides several features for maintaining action maps.

Monitor action maps

Use analytics to assess the effectiveness of your action maps.