Trigger an action map

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Learn how to define a condition that causes Genesys Predictive Engagement to offer an action map to a particular visitor.

Prerequisites

About triggering action maps

When you create an action map, you specify the conditions, or triggers that qualify it for a visitor. A visitor cannot qualify for the same action map multiple times in a single session. If multiple action maps qualify, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Prioritize an action map.

You can trigger action maps based on:

Trigger based on segment match

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Select one or more segments that trigger the action map when a visitor matches them. If you select multiple segments, the action map triggers when a visitor matches any of the segments.
Important
You can trigger an action map based on segment matches and an outcome probability. However, you cannot trigger it based on a visitor's segment matches and a visitor's activity.

Trigger based on visitor activity

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If you haven't already, deploy the Genesys Predictive Engagement tracking snippet on the website to track. This snippet allows you to track standard web events. To trigger an action map based on other events, use ac('record') to send Genesys Predictive Engagement data about events that you want to track.

Select the session type and then select an event that triggers the action map. To trigger the action map when specific conditions are met, define one or more conditions (attributes). If you specify multiple conditions, the action map triggers when a visitor matches all the conditions. Genesys Predictive Engagement evaluates conditions in the order that you define them. For more information, see visitor journey attributes.
Important
You can trigger an action map based on visitor activity and an outcome probability. However, you cannot trigger it based on visitor activity and visitor segment matches.

Trigger based on outcome probability

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You can trigger an action map based on the probability of a visitor achieving a given business outcome, based on the behavior of visitors who achieved that outcome previously.

For more information about how to define outcome probabilities, see About outcome predictions and probabilities.
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