Content offers lifecycle

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This topic is part of the manual Journey JavaScript SDK for version Current of Genesys Predictive Engagement.

See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and when determining the triggering behavior of action maps that use content offers.

About web messaging

Web messaging: Feature coming soon
This article only applies to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat.


State transitions for content offers

GPE content offer webaction diagram.png

Content offer lifecycle states

COOffered1.png





The following table provides details about the lifecycle of a content offer, including the events that can occur and the data that is available for use with the Events methods.

State Event Description Data available
offered Web Actions Offered Visitor's activity qualified an action map, and a proactive invitation is offered. See Events methods with web actions.
accepted Web Actions Accepted Visitor accepts the invitation by clicking a button like Book now! This state is a terminal state. See Events methods with web actions.
rejected Web Actions Rejected Visitor rejects the invitation by either clicking X or a button like, No, but thank you. This state is a terminal state. See Events methods with web actions.
errored Web Actions Errored An error occurred in the widget that prevented the engagement from occurring.

Note: This event does not have a corresponding metric in the Action Map Performance Report.

See Events methods with web actions.

Also, the errorMessage field is available.

ignored Web Actions Ignored Visitor ignored the invitation by navigating away from or around it. This state is a terminal state.

Note: This event does not have a corresponding metric in the Action Map Performance Report.

See Events methods with web actions.


Terminal states for content offers

In the content offer lifecycle, certain states are considered terminal, or final states. If a visitor navigates to a webpage where an action map is set to trigger a content offer, the action map doesn't offer the content offer if it is in a terminal state. This feature ensures that a visitor does not receive the same content offer after accepting the offer or indicating that they are not interested in that particular content offer.

Terminal states for content offers are:

  • Accepted
  • Rejected
  • Ignored

For more information, see Trigger an action map.

Report metrics and events

The metrics in the Action Map Performance report correlate directly with the event types for web actions. For more information about metrics for content offers, see Monitor a content offer's performance.