Difference between revisions of "ATC/Current/SDK/Web chat lifecycle"

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|DisplayName=Web chat lifecycle
 
|DisplayName=Web chat lifecycle
 
|TocName=Web chat lifecycle
 
|TocName=Web chat lifecycle
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|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. Lifecycle states are used in reporting and in determining the triggering behavior of action maps that use web chats.
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|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. {{MintyDocsProduct}} uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
 
|Dimension=WebActions
 
|Dimension=WebActions
 
|ComingSoon=No
 
|ComingSoon=No
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|Platform=GenesysEngage-onpremises, PureConnect, PureCloud
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|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
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|Prereq=
 
 
|Section={{Section
 
|Section={{Section
 +
|alignment=Vertical
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|structuredtext={{NoteFormat|1=This article only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud CX customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|2=}}<br />
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|Status=No
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}}{{Section
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|sectionHeading=Web chat operations
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|alignment=Vertical
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|structuredtext=[[File:GPE webchat webaction diagram.png]]
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|Status=No
 +
}}{{Section
 
|sectionHeading=Web chat lifecycle
 
|sectionHeading=Web chat lifecycle
 
|anchor=WebchatLifecycle
 
|anchor=WebchatLifecycle
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
+
|structuredtext=The following diagram shows the stages that occur during the lifecycle of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}} after {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=offering}} them to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=WebActionMethods|display text=Events methods for web actions}}. The {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=Terminal states}} section explains how states ensure that customers do not see the same offer to chat repeatedly.
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|image=
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−
|structuredtext=The following diagram shows the stages that occur during the lifecycle of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}}. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=WebActionMethods|display text=Events methods for web actions}}. The section, {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=Terminal states}}, explains how states ensure that customers do not repeatedly see the same offer to chat.
+
For more information about web chat offering, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=Offered action maps}}.
 +
 
 
[[File:Lifecycle.png]]
 
[[File:Lifecycle.png]]
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|structuredtextwide=
 
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|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=1ChatInvite
 
|anchor=1ChatInvite
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
−
|image=
 
 
|structuredtext=[[File:1ChatInvite.png|frameless|346x346px]]
 
|structuredtext=[[File:1ChatInvite.png|frameless|346x346px]]
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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{{!}}offered
 
{{!}}offered
 
{{!}}Web Actions Offered
 
{{!}}Web Actions Offered
−
{{!}}The customer's activity has qualified an action map, and a proactive invitation is offered.
+
{{!}}Visitor's activity qualified an action map and triggered a chat invitation.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}-
 
{{!}}-
 
{{!}}accepted
 
{{!}}accepted
 
{{!}}Web Actions Accepted
 
{{!}}Web Actions Accepted
−
{{!}}The customer accepts the invitation by clicking a button like, '''Yes, please'''.
+
{{!}}Visitor accepts the chat invitation.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}-
 
{{!}}-
 
{{!}}rejected
 
{{!}}rejected
 
{{!}}Web Actions  Rejected
 
{{!}}Web Actions  Rejected
−
{{!}}The customer rejects the invitation by either clicking  '''X''' or a button like, '''No, but thank you'''. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+
{{!}}Visitor rejects the chat invitation. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}-
 
{{!}}-
−
{{!}}errored
+
{{!}}ignored
−
{{!}}Web Actions Errored
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{{!}}Web Actions Ignored
−
{{!}}An error occurred in the widget that prevented the engagement from occurring.
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{{!}}Visitor ignored the invitation by navigating away from or around it. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
 
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
−
In addition, the errorMessage field is available.
 
 
{{!}}-
 
{{!}}-
−
{{!}}ignored
+
{{!}}errored
−
{{!}}Web Actions Ignored
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{{!}}Web Actions Errored
−
{{!}}The customer has ignored the invitation by navigating away from or around it. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+
{{!}}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.
 
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
−
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
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{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}. Also, the errorMessage field is available.<br />
−
<br />
 
 
{{!}}-
 
{{!}}-
 
{{!}}timed out
 
{{!}}timed out
 
{{!}}Web Actions Timed Out
 
{{!}}Web Actions Timed Out
−
{{!}}The timeout period has been reached and the invitation has been rescinded. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+
{{!}}Chat invitation timed out and was rescinded. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
−
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report. The timeout period is configurable via the widget.
+
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report. The timeout period is configurable through the widget.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}}
 
{{!}}}
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|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=2ChatForm
 
|anchor=2ChatForm
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
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|image=
 
 
|structuredtext=[[File:2ChatForm.png|none|frameless|351x351px]]
 
|structuredtext=[[File:2ChatForm.png|none|frameless|351x351px]]
 
<br />
 
<br />
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{{!}}rejected
 
{{!}}rejected
 
{{!}}Web Actions Rejected
 
{{!}}Web Actions Rejected
−
{{!}}The customer cancels the form by either clicking '''X''' or a button like '''Cancel'''. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+
{{!}}Visitor cancels or closes the form. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=3ChatWindow
 
|anchor=3ChatWindow
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
−
|image=
 
 
|structuredtext=[[File:3ChatWindowPreAgent.png|none|frameless|471x471px]]
 
|structuredtext=[[File:3ChatWindowPreAgent.png|none|frameless|471x471px]]
 
<br />
 
<br />
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{{!}}started
 
{{!}}started
 
{{!}}Web Actions Started
 
{{!}}Web Actions Started
−
{{!}}After the customer submits the form, a chat interaction is initated.
+
{{!}}After the visitor submits the form, a chat interaction starts.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
<br />
 
<br />
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{{!}}abandoned
 
{{!}}abandoned
 
{{!}}Web Actions Abandoned
 
{{!}}Web Actions Abandoned
−
{{!}}The customer closes the chat window before an agent connects. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+
{{!}}Visitor closes the chat window before an agent connects. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}}
 
{{!}}}
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|structuredtextwide=
 
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|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
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|anchor=AgentConnected
 
|anchor=AgentConnected
 
|alignment=Vertical
 
|alignment=Vertical
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|structuredtext=[[File:4AgentConnected.png|none|frameless|471x471px]]
 
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<br />
 
<br />
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{{!}}engaged
 
{{!}}engaged
 
{{!}}Web Actions Engaged
 
{{!}}Web Actions Engaged
−
{{!}}An agent accepts the chat and is connected with the customer. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+
{{!}}Agent accepts the chat and connects with the visitor. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}}
 
{{!}}}
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|structuredtextwide=
 
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|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=5ChatCompletion
 
|anchor=5ChatCompletion
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
−
|image=
 
 
|structuredtext=[[File:5ChatCompletion.png|none|frameless|471x471px]]
 
|structuredtext=[[File:5ChatCompletion.png|none|frameless|471x471px]]
 
<br />
 
<br />
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{{!}}Not applicable/Not tracked
 
{{!}}Not applicable/Not tracked
 
{{!}}Not applicable/Not tracked
 
{{!}}Not applicable/Not tracked
−
{{!}}Either the customer or the agent ends the chat.
+
{{!}}Either the visitor or the agent ends the chat.
 
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
 
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 
{{!}}}
 
{{!}}}
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|structuredtextwide=
 
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|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=Terminal
 
|anchor=Terminal
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
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|structuredtext=In the web chat lifecycle, certain states are ''terminal'', or final, states. If a visitor visits a webpage where an action map is set to trigger a web chat, the action map doesn't offer the web chat if it is in a terminal state. This feature ensures that a visitor does not receive the same offer to chat after accepting the offer already or indicating that they are not interested in that particular chat offer.   
−
|image=
 
−
|structuredtext=In the web chat lifecycle, certain states are considered ''terminal'', or final, states. If a customer navigates to a web page where an action map is set to trigger a web chat, the action map will not offer the web chat if it is already in a terminal state. This ensures that a customer does not receive the same offer to chat after the customer has already accepted the offer or has indicated that they are not interested in that particular chat offer.   
 
  
 
Terminal states for web chats are:
 
Terminal states for web chats are:
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For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger}}.
 
For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger}}.
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|anchor=ReportMetricsEvents
 
|anchor=ReportMetricsEvents
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
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|image=
 
 
|structuredtext=The metrics used in the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} metrics correlate directly with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=event types for web actions}}. For more information about metrics for web chats, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=WCMonitor|display text=Monitor a web chat's performance}}.
 
|structuredtext=The metrics used in the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} metrics correlate directly with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=event types for web actions}}. For more information about metrics for web chats, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=WCMonitor|display text=Monitor a web chat's performance}}.
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 21:28, November 9, 2021

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

See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.

Important
This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Web chat operations

GPE webchat webaction diagram.png

Web chat lifecycle

The following diagram shows the stages that occur during the lifecycle of web chats after offering them to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the Events methods for web actions. The Terminal states section explains how states ensure that customers do not see the same offer to chat repeatedly.

For more information about web chat offering, see Offered action maps.

Lifecycle.png

1. Web chat invitation

1ChatInvite.png

State Event Description Data collected
offered Web Actions Offered Visitor's activity qualified an action map and triggered a chat invitation. See Event types for web actions.
accepted Web Actions Accepted Visitor accepts the chat invitation. See Event types for web actions.
rejected Web Actions Rejected Visitor rejects the chat invitation. This state is a terminal state. See Event types for web actions.
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 Event types for web actions.
errored Web Actions Errored 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 Event types for web actions. Also, the errorMessage field is available.
timed out Web Actions Timed Out Chat invitation timed out and was rescinded. This state is a terminal state.

Note: This event does not have a corresponding metric in the Action Map Performance Report. The timeout period is configurable through the widget.

See Event types for web actions.

2. Web chat form

2ChatForm.png


State Event Description Data collected
rejected Web Actions Rejected Visitor cancels or closes the form. This state is a terminal state. See Event types for web actions.

3. Web chat window: before agent connects

3ChatWindowPreAgent.png


State Event Description Data collected
started Web Actions Started After the visitor submits the form, a chat interaction starts. See Event types for web actions.


abandoned Web Actions Abandoned Visitor closes the chat window before an agent connects. This state is a terminal state. See Event types for web actions.

4 Web chat window: after agent connects

4AgentConnected.png


State Event Description Data collected
engaged Web Actions Engaged Agent accepts the chat and connects with the visitor. This state is a terminal state. See Event types for web actions.

5. Web chat completion

5ChatCompletion.png


State Event Description Data collected
Not applicable/Not tracked Not applicable/Not tracked Either the visitor or the agent ends the chat.

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

See Event types for web actions.

Terminal states for web chats

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

Terminal states for web chats are:

  • Engaged
  • Rejected
  • Timed out
  • Ignored
  • Abandoned

For more information, see Define an action map's triggers.

Report metrics and events

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

Retrieved from "https://all.docs.genesys.com/ATC/Current/SDK/Web_chat_lifecycle (2025-06-20 05:04:20)"
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