Web chat lifecycle

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See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.

Web chat operations

GPE webchat webaction diagram.png

Web chat lifecycle

The following diagram shows the stages that occur during the lifecycle of web chats after offering them to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the Events methods for web actions. The section, Terminal states, explains how states ensure that customers do not repeatedly see the same offer to chat.

For more information about web chat offering, see Offered action maps.

Lifecycle.png

1. Web chat invitation

1ChatInvite.png

State Event Description Data collected
offered Web Actions Offered Customer's activity qualified an action map and triggers a chat invitation. See Event types for web actions.
accepted Web Actions Accepted Visitor accepts the chat invitation. See Event types for web actions.
rejected Web Actions Rejected Visitor rejects the chat invitation. This state is a terminal state. See Event types for web actions.
ignored Web Actions Ignored Visitor ignored the invitation by navigating away from or around it. This state is a terminal state.

Note: This event does not have a corresponding metric in the Action Map Performance Report.

See Event types for web actions.
errored Web Actions Errored Error occurred in the widget that prevented the engagement from occurring.

Note: This event does not have a corresponding metric in the Action Map Performance Report.

See Event types for web actions. Also, the errorMessage field is available.
timed out Web Actions Timed Out Chat invitation timed out and was rescinded. This state is a terminal state.

Note: This event does not have a corresponding metric in the Action Map Performance Report. The timeout period is configurable through the widget.

See Event types for web actions.

2. Web chat form

2ChatForm.png


State Event Description Data collected
rejected Web Actions Rejected Visitor cancels or closes the form. This state is a terminal state. See Event types for web actions.

3. Web chat window: before agent connects

3ChatWindowPreAgent.png


State Event Description Data collected
started Web Actions Started After the visitor submits the form, a chat interaction starts. See Event types for web actions.


abandoned Web Actions Abandoned Visitor closes the chat window before an agent connects. This state is a terminal state. See Event types for web actions.

4 Web chat window: after agent connects

4AgentConnected.png


State Event Description Data collected
engaged Web Actions Engaged Agent accepts the chat and connects with the visitor. This state is a terminal state. See Event types for web actions.

5. Web chat completion

5ChatCompletion.png


State Event Description Data collected
Not applicable/Not tracked Not applicable/Not tracked Either the visitor or the agent ends the chat.

Note: This event does not have a corresponding metric in the Action Map Performance Report.

See Event types for web actions.

Terminal states for web chats

In the web chat lifecycle, certain states are terminal, or final, states. If a visitor visits a web page where an action map is set to trigger a web chat, the action map doesn't offer the web chat if it is already in a terminal state. This action ensures that a visitor does not receive the same offer to chat after accepting the offer already or indicating that they are not interested in that particular chat offer.

Terminal states for web chats are:

  • Engaged
  • Rejected
  • Timed out
  • Ignored
  • Abandoned

For more information, see Trigger an action map.

Report metrics and events

The metrics used in the Action Map Performance report metrics correlate directly with the event types for web actions. For more information about metrics for web chats, see Monitor a web chat's performance.