Use Adobe Launch with Genesys Predictive Engagement

Learn how to use Adobe Launch to customize and deploy the Genesys Predictive Engagement tracking snippet.

About web messaging

Feature coming soon: Web messaging

This article only applies to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat. To start tracking, configure Messenger and then use the Messenger JavaScript SDK to configure how you want to track web events.

Adobe Launch and Genesys Predictive Engagement

When you use Adobe Launch to deploy the Genesys Predictive Engagement tracking snippet, Genesys Predictive Engagement tracks standard customer journey events, including pageviews and form entries. You can also use Adobe Launch's prebuilt extensions, rules, action, events, and conditions to track other events that are specific to your webpage and business needs.

For more information about using Adobe Launch, see Adobe's Launch User Guide.

Get started (AI-198)

Following are the high-level steps for deploying the Genesys Predictive Engagement tracking snippet using Adobe Launch.

1. Install the Genesys Predictive Engagement extension.
2. Provide your organization ID and region.
3. Deploy the Genesys Predictive Engagement tracking snippet to your web site. The snippet starts the tracking feature on your web site and loads the autotrackURLChange module.
4. In Adobe Launch, create data elements and rules to trigger events.

Extensions

An extension is a collection of components (triggers, conditions, tags) that track events on a web site. Core Extension is the default Adobe Launch extension. This article describes how to integrate Adobe Launch using elements from the Core Extension only.

If necessary, you can install other extensions from the Adobe catalog (for example, Facebook Pixel and Google Analytics). For more information, see Adobe Extensions.

Rules

Rules define how Launch operates. Each rule contains a condition and the action that Launch takes when the criteria for a condition are met.

A rule consists of:

• An event, which is a user action. A condition and optional characteristic that refines the event definition. Events and conditions define when a rule triggers. For example, "If a user is inactive for 5 seconds."
• An action, which is a code snippet that Adobe Launch injects when the rule is met.

Examples of events

• Page URL change
• Key press
• Scrolling event

Examples of conditions

• A webpage where an event could happen
• An amount of time

For more information about rules, see Rules in the Adobe Launch User Guide.

Rule: Trigger after 6 seconds

The following instructions work with the 6-second scenario.

Configure a rule

The following rule triggers after a user has been on a webpage for 6 seconds.

Important

In this example, the value in the Condition field indicates that this rule triggers on all pages. If you do not specify where a rule triggers, it triggers on all webpages where you deployed the Genesys Predictive Engagement tracking snippet.

Call the event tag

From the action, call ac('record') and define an event tag with the name TimeOnPage6Secs.

Debug

To run Adobe Launch in debug mode, add the Adobe Experience Cloud Debugger extension.