Difference between revisions of "ATC/Current/AgentGuide/How Predictive Engagement enriches your chat experience"

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|DisplayName=How Altocloud enriches web chats
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|TocName=A visitor's experience
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|Context=Altocloud presents contextual information about your visitor's history with your website and company.
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|Context=Learn about a visitor's experience with {{MINTYDOCSPRODUCT}} on your website.
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|freetext=Before you what with a visitor, that visitor has already been chatting with an AI-powered chat window. Depending on how your chat is configured, the visitor may need to provide certain information before chatting with you. Any information your customer has provided before chatting with you appears in the top of your chat window.
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|structuredtext=A web chat provides single-session chat capabilities to your website visitors through a chat window. The chat window can appear when a visitor takes a specific action that prompts a chat offer, such as requesting a quote, or clicks an option to start a chat interaction. If the visitor accepts the chat offer or starts a chat interaction, {{MINTYDOCSPRODUCT}} routes the interaction to an agent queue.
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|sectionHeading=As you chat with a visitor
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|sectionHeading=How Messenger appears
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|freetext=As you chat with a visitor, Altocloud presents real-time customer journey information. You see which pages the visitor views and if the visitor's actions cause their segment or outcome probability data to change. For more information, see See customer journey information.
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Web messaging provides asynchronous conversation capabilities to your website visitors through a Messenger window. For example, visitors can message you, leave your website, and return later to pick up the conversation where they left off. <span>The Messenger window</span> can appear when a visitor takes a specific action that prompts a messaging offer, such as requesting a quote, or clicks an option to start a messaging interaction. If the visitor accepts the messaging offer or starts a messaging interaction, {{MINTYDOCSPRODUCT}} routes the interaction to an agent queue.
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|AltText=How content offers appear
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|structuredtext=A content offer engages visitors on your website and encourages them to take a pre-defined action. A content offer can appear when a visitor takes a specific action, such as reviewing mortgage rates. If the visitor clicks the content offer, {{MINTYDOCSPRODUCT}} takes whatever action an administrator configured for the offer. For example, display a mortgage application.
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Latest revision as of 11:00, March 20, 2023

This topic is part of the manual Genesys Predictive Engagement Agent's Guide for version Current of Genesys Predictive Engagement.

Learn about a visitor's experience with Genesys Predictive Engagement on your website.

How chats appear

How chats appear

A web chat provides single-session chat capabilities to your website visitors through a chat window. The chat window can appear when a visitor takes a specific action that prompts a chat offer, such as requesting a quote, or clicks an option to start a chat interaction. If the visitor accepts the chat offer or starts a chat interaction, Genesys Predictive Engagement routes the interaction to an agent queue.

How Messenger appears

How web messaging appears

If you are a Genesys Cloud CX customer, your organization might be using the new web messaging feature instead of web chat.


Web messaging provides asynchronous conversation capabilities to your website visitors through a Messenger window. For example, visitors can message you, leave your website, and return later to pick up the conversation where they left off. The Messenger window can appear when a visitor takes a specific action that prompts a messaging offer, such as requesting a quote, or clicks an option to start a messaging interaction. If the visitor accepts the messaging offer or starts a messaging interaction, Genesys Predictive Engagement routes the interaction to an agent queue.

How content offers appear

How content offers appear

A content offer engages visitors on your website and encourages them to take a pre-defined action. A content offer can appear when a visitor takes a specific action, such as reviewing mortgage rates. If the visitor clicks the content offer, Genesys Predictive Engagement takes whatever action an administrator configured for the offer. For example, display a mortgage application.
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