About actions

An action represents the steps you want to take to engage with users or to further related business outcomes. Actions are organized in the Action Library.

Overview

An action map defines when and how you use Genesys Predictive Engagement to interact with a specific set of users on your website. You can build any number of action maps, depending on your business needs. For each action map, you will select one action. An action is the specific method of engagement: for example, a webchat, content offer, or webhook.

• [[ATC/Current/AdminGuide/About_actions_and_action_maps|]]

Action Library

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

• View content offers
• View actions
• Action statuses
• Add an action
• Duplicate an action
• Edit an action
• Change the status of an action
• Archive an action
• Troubleshoot an action

Content offers

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

• Design the verbiage and visual styling
• Publish a content offer

Webhooks

You build webhooks to integrate with external systems. Webhooks use PureCloud integrations and data actions.

• [[ATC/Current/AdminGuide/About_webhooks|]]
• [[ATC/Current/AdminGuide/Overview|]]
• [[ATC/Current/AdminGuide/Scenario:_Spa_booking_integration|]]
• Configure a PureCloud integration
• Configure a PureCloud 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 present simple chats to users. To build them, you define what the offer text should be and what the chat window looks like.

• About web chats
• Chat offer
• Chat window

Monitor your actions

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

• Action Map Performance report