Webhooks overview

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Learn the process of integrating Genesys Predictive Engagement with an external system by building a webhook and connecting it to a Genesys Cloud integration.

Feature description

Use a webhook to send journey context data that Genesys Predictive Engagement collects on your site via a Genesys Cloud integration to your internal CRM or back office application. The data includes the customer and session information that you track with Predictive Engagement.

You can configure a webhook to send data about a marketing campaign, the referral site that directed the visitor to your website, or the information about the user's behaviors on your website.


Process overview

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  1. In Genesys Cloud, configure an integration and corresponding data actions.
  2. In Genesys Predictive Engagement, go to the Action Library and create your webhook.
  3. Build an action map that uses your webhook.
  4. Monitor your webhook with a report.
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