ATC/Current/AdminGuide/Action maps

Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.

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 that you want to track (to trigger the action map based on pageview events)
• To trigger an action map based on other events, use ac('record') to send Genesys Predictive Engagement data about events that you want to track.
• Create segments.
• Create outcomes.
• Create the action.

Overview

1. In Admin in Genesys Cloud, open the Action Maps page.
2. Create an action map and then select the trigger for the action map:
   • Segment match
   • Visitor activity
   • Outcome probability
3. [[ATC/Current/AdminGuide/Select_action|]].
4. Apply the action map to specific web pages.
5. Route the action map to a target.
6. Schedule your action map.
7. Prioritize the action map.

AI-23 Add to section above

For more information about the number of action maps that you can create for your organization, see [[ATC/Limits|]].

Example: How to create an action map

This video shows how to create an action map for offering a proactive chat to visitors on your website.