ATC/Current/AdminGuide/Chat offers

Web chats present current promotions or important announcements to visitors via simple chat windows.

About WebChats

A Web chat engages your visitors through a standard chat window that proactively appears while visitors are on your website.

Offer Text

Specify the text that appears when the chat first appears.

Questions

Specify the questions that the chat window asks the visitor. If the visitor must respond to a question before proceeding with the chat, select Required.

Apply to pages

Use the fields to build an expression that tells Genesys Predictive Engagement where to display the chat.

The following table illustrates expressions that use the equals and like operators for the genesys.com platform.

This expression	Matches all pages on:
equals:platform	genesys.com
like:platform	/pureconnect /purecloud /pureengage

Route-to team

Select the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center.

The team you select appears blue.

Important

When a visitor triggers an action map, Genesys Predictive Engagement displays a chat window only if an agent in the team is available.

Priority

Genesys Predictive Engagement uses only one action map at a time for a given segment. If two action maps of the same type target the same segment at the same time, then the priority determines which action map the visitor experiences.

Important

If multiple action maps target the same segment at the same time, and they have the same priority, then Genesys Predictive Engagement will display each one a set percentage of the time. For example, if two action maps exist, then Genesys Predictive Engagement displays each one 50% of the time. If three action maps exist, then Genesys Predictive Engagement displays each one 33% of the time.