About actions

An action represents the steps to take to engage with visitors or to further related business outcomes. Actions are available in the Action Library.

Overview of actions and action maps

An action represents the steps to take to engage with users or to further related business outcomes. Genesys Predictive Engagement supports numerous types of actions, including content offers, webhooks, web messaging, and webchats.

An action map defines when and how you use an action.

• About action maps

Action Library

Use the Action Library to create a collection of reusable actions, such as content offers and webhooks, to use with action maps.

• View content offers
• View actions
• Add an action
• Duplicate an action
• Edit an action
• Revert an action to draft mode
• Archive an action
• Troubleshoot an action

Content offers

Content offers allow you to present highly customized, personalized offers to your website visitors.

• Overview
• Video
• Design the verbiage and visual styling
• Publish a content offer
• Monitor a content offer's performance
• Content offers lifecycle

Webhooks

Webhooks allow you to integrate with external systems. Webhooks use Genesys Cloud integrations and data actions.

• [[ATC/Current/AdminGuide/Overview|]]
• Video
• [[ATC/Current/AdminGuide/Scenario:_Spa_booking_integration|]]
• Configure a Genesys Cloud integration
• Configure a Genesys Cloud data action
• Create a webhook
• Use a webhook with an action map
• Go-live checklist
• [[ATC/Current/AdminGuide/Monitor_webhooks|]]
• [[ATC/Current/AdminGuide/Troubleshoot|]]

Web chats

Web chats allow you to present a standalone chat window to visitors.

• Overview
• Video
• Chat offer
• Chat window
• Monitor a web chat's performance
• Web chat lifecycle

Web messaging

Feature coming soon: Web messaging

Web messaging allows you to support interactions that occur when a visitor enters and exits your site numerous times. For example, a visitor might converse with an agent, leave your site, return to your site, resume the conversation, and then place an order.

• About web messaging

Architect flow actions

Architect flows allow you to send journey context data to third-party systems using a special type of Architect workflow. For example, you can send information about campaign contacts to Salesforce or another CRM.

• Overview of Architect flow actions
• Salesforce lead creation and campaign attribution integration
• Configure a Genesys Cloud integration
• Configure Genesys Cloud data actions
• Campaign parameters
• Prepare the workflow
• Update referential integrity constraints
• Build an action map that uses the Architect flow action
• Override default variables
• Go-live checklist
• Monitor an Architect flow action's performance

Monitor your actions

Genesys Predictive Engagement's analytics allow you to evaluate the effectiveness of your actions.

• Action Map Performance report