ATC/Current/AdminGuide/Trigger

Learn how to define the condition that causes the action map to engage a particular user.

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Action Map > Add, Delete, Edit, and View permissions (to create action maps)
  • Journey > Action Target > View permission (to select a team to handle interactions from the action map)
• Create segments.
• Create outcomes.

About triggering action maps

When you create an action map, specify what triggers it:

• When Genesys Predictive Engagement matches a user to a segment
• When the user does something specific on your website
• Trigger based on outcome probability

When a customer visits your website, there may be several action maps that could engage the user. To determine which action map should trigger, set the priority of each action map.

Important

An action map can trigger only one time per userNo results.

Trigger based on segment match

To trigger the action map based on the segment that the customer belongs to:

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.
   Important

   If you select multiple segments, then the action map triggers when a customer matches any one of them.
6. Click Done.

Trigger based on user activity

To trigger the action map based on what the user does:

1. Under Select trigger, click User activity.
2. Click Show details.
3. Under Set conditions, define the customer behavior you want to track. Use a combination of conditions and operators.
   Important

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