Web chats

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

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 the question before proceeding with the chat, select Required.

Apply to pages

Specify the pages where the Web chat should appear.

Route-to Team

Select the teams of agents that should receive notification of the Web chat.

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.