ATC/Current/AdminGuide/Trigger

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

Prerequisites

• Configure the following permissions in Genesys Cloud:
  • Journey > Action Map > Add, Delete, Edit, and View (to create action maps)
  • Journey > Action Target > View (to select a team to handle interactions from the action map)
• Deploy the Genesys Predictive Engagement tracking snippet on the website you want to track. This enables you to trigger the action map based on event conditions.
• To trigger an action map based on other events, use ac('record') to send Genesys Predictive Engagement data about events you want to track.
• Create segments.
• Create outcomes.

About triggering action maps

When you create an action map, you specify the conditions, or triggers, that will make itNo results for a user. Possible triggers include:

• When Genesys Predictive Engagement matches a user to a segment
• When the user does something specific on your website
• The probability that the user will achieve a given business outcome

If multiple action maps are qualified, the priority of each action map determines which one is offered to the user. For more information, see Prioritize an action map and [[ATC/Current/AdminGuide/About_actions_and_action_maps|]].

A customer cannot qualify for the same action map multiple times in a singleNo results.

Trigger based on segment match

If you select multiple segments, the action map triggers when a customer matches any of them.

To trigger an action map based on one or more segments, you may also trigger it based on an outcome probability, but you cannot trigger it based on a user's activity.

1. Under Select trigger, click Segment match.
2. Click Show details.
3. Click Select segments.
4. Search for segments by name or description.
5. Select as many segments as you need.
6. Click Done.

Trigger based on user activity

To trigger an action map based on a user's activity, you can select one or more visitor journey attributes, which represent the specific events that occur.

To do this, you must first deploy the Genesys Predictive Engagement tracking snippet on the website you want to track. This 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 you want to track.

If you specify multiple visitor journey attributes, then the action map triggers when a customer matches all of them. Genesys Predictive Engagement evaluates the attributes in the order in which you define them.

If you want to trigger an action map based on a visitor journey attribute, you cannot trigger the action map based on a segment or an outcome probability.

1. Under Select trigger, click User activity.
2. Click Show details.
3. Under Visitor journey, Web is automatically selected as the session type.
4. In the Event details list, select the visitor journey attribute you want, and then click add details to complete the attribute definition using one of the supported operators.

Trigger based on outcome probability

You can trigger an action map based on the probability that a user will achieve a given business outcome, based on the behavior of users who have previously achieved that outcome.

If you want to trigger an action map based on an outcome probability, you may also trigger it based on a user's segment/s, but you cannot trigger it based on a user's activity (event condition).

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