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Best practices for action maps

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Improve your action maps by reviewing best practices.

Best practices

When you design action maps, consider the following points:

  • If a customer is progressing towards a business outcome, do not impede their progress by popping an unnecessary chat window. Intervene only when a customer's activity indicates that they are no longer on track to achieve the outcome you want.
  • Genesys Predictive Engagement automatically tracks when a customer does any of the following things:
    • Completes fields in a form
    • Searches for something
    • Responds to a chat offer
    • Does not respond to a chat offer
    • Initially responds to a chat offer but then remains inactive until the offer times out
  • Genesys Predictive Engagement can also track custom events that you define. You can then configure the action map to trigger if one of these custom events occurs. For example:
    • A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart
  • The priority of an action map affects when it triggers.