Overview

Action maps use different types of actions to enhance and extend a customer's journey.

Overview

AnNo results represents the steps that Genesys Predictive Engagement takes to achieve a particular business result.

Actions

For each action map, you must select its action.

Some action maps useNo resultss. Web action engage directly with a customer. For example, you can create an action map that presents a web chat to visitors who go to a particular page for your current promotional campaign. The chat might ask the customer whether they want to talk directly with someone in sales who could then help them complete their purchase.

Some action maps, such as webhooks, use actions that react to user behavior, but do not interact directly with a user.

Qualified action maps

When you create an action map, you define its trigger. The trigger determines when the action map is "qualified." When an action map is qualified, it means that Genesys Predictive Engagement could use it, depending on the other offer-related considerations.

The types of triggers that you can define are:

• Who the customer is (what group orNo results the customer belongs to)
• What actions the customer takes on your website

Offered action maps

The following considerations determine whether a qualified action map is actually offered to a user:

• Priority: The action map's priority determines which action map is offered in the event that multiple action maps are qualified for a user.
• URL: For action maps that use web chats, you can apply an action map to specific webpages.
• Timing: When you select the action for an action map, you specify when the action works.
• Activation status: An action must be active in order for it to work.