Action Library

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Learn how to create and manage reusable content offers and webhooks that action maps can use.

Prerequisites

View actions

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  1. In Admin in Genesys Cloud, open the Action Library page.
  2. To change which action type displays, click its tab.
  3. To sort the list, click the ascending or descending arrow next to the column heading by which to sort.
  4. To view a description of a column's contents, click the Information icon.
Important
Web chat, web messaging, and Architect flow actions do not appear in the Action Library.

Name: Descriptive and meaningful action name.

Status: Status of the action.

  • Published: Action configuration is complete and the action is available to use in action maps. You can no longer edit the action.
  • Draft: Action configuration is in progress and the action is unavailable to use in action maps.
  • Archived: Action is no longer available to use in new action maps. However, the action continues to work with the action maps that were using it before archival.

Date Created: Date that an administrator created the action.

Last Modified: Most recent date that an administrator modified the action.

Content offers only

The action library gathers the following metrics in 3-month intervals.

  • Offered: Total number of times that Genesys Predictive Engagement offered this action to web site visitors.
  • CTR: (Click-through rate) Ratio of visitors who clicked the content offer to the number of visitors who saw the offer.

Webhooks only

The action library gathers the following metrics in 3-month intervals.

  • Triggered: Webhook initiated a call to the Genesys Cloud integration.
  • Successful: Call to the third-party system completed without error.

View action details

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  1. To view details about an action, click the action.
  2. To view an action map that uses the action, click the action map name.
  3. To close the action details view, click the arrow.

Create an action

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Create a content offer

On the Content offer tab, click Create content offer and then follow the instructions in Create a content offer.

Create a webhook

On the Webhook tab, click Create webhook and then follow the instructions in Create a webhook.

Edit an action

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On the tab for the action type to modify, click the action and then click the Edit menu option. For more information about the available options, see Create a content offer or Create a webhook.
Important
You can only edit actions that you saved as a draft. You cannot edit published actions.

Duplicate an action

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To simplify the process of creating an action, you can duplicate an existing one. On the tab for the action type to duplicate, click the action and then click the Duplicate menu option. The duplicate action displays in edit mode, with -COPY appended to the name. Change the name of the duplicate action and then modify the remaining information as appropriate. For more information about the available options, see Create a content offer or Create a webhook.

Save an action

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When you create or duplicate an action:

  • If you action is not ready to use in action maps, click Save as draft.
  • If the action is ready to use in action maps, click Save and publish.
Important
You cannot edit published actions. However, you can revert published actions to draft mode and then edit them.

Revert published action to draft

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To edit a published action, revert it to draft mode first. On the tab for the action type to revert, click the action and then click the Revert to draft menu option.

Archive an action

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If you no longer need an action, deletion is not possible; however, you can archive it. On the tab for the action type to archive, click the action and then click the Archive menu option.
Important
After archiving the action, ensure that you deactivate the action maps that use it.

Troubleshoot

For troubleshooting information, see Troubleshoot webhooks.