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

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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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If the visitor accepts the chat, {{MINTYDOCSPRODUCT}} initiates a chat interaction that is routed to your queue.
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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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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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