Create an action map

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Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.


High-level steps

  • Some options are only available for certain actions.
  • To create an action map after you reach the limit of 200 action maps, delete an existing action map.
  1. Specify a descriptive name for the action map.
  2. Set the action map's priority relative to similar action maps.
  3. Tip
    The action map is active and ready to trigger on your site by default. To prevent the action map from triggering on your site, slide the toggle to No.
  4. Select which action to use when the action map triggers: web messaging, web chat, content offer, or advanced orchestration flow.
  5. Specify what triggers the action map (segment, visitor activity, outcome).
  6. Configure an outcome probability.
  7. Specify the webpages where you do or don't want the action map to trigger.
  8. If the action map is for a web chat offer:
    1. To route the action map to a specific agent queue, select an agent queue.
    2. To only present chat offers when agents are available to receive them, select a schedule group.
  9. To ignore the global frequency cap settings and always offer web engagements that this action map qualifies, override the frequency cap for this action map.

AI-23 Add to High-level steps section

For more information about the number of action maps that you can create for your organization, see Limits for Genesys Predictive Engagement objects.

Example: How to create an action map

This video shows how to create an action map for offering a proactive chat to visitors on your website.