External events in Journey Management

AI-generated summary

Genesys Cloud enables ingestion of external events from third-party systems into Journey Management to analyze comprehensive customer journey patterns. External events originate from platforms such as Adobe Analytics, Qualtics, ServiceNow, ERP systems, and custom applications, and can be combined with native Genesys Cloud events to create end-to-end journey visualizations. External event schemas are defined outside Journey Management and ingested via APIs. The implementation process requires defining events using supported schema formats (enum, number, string, and Boolean data types), establishing necessary permissions for data ingestion, and using APIs to ingest the data. Journey Management does not create event schemas, validate data format, or support event deletion or editing after ingestion. Key operational limits include a maximum of 20 external event types per organization, 50 attributes per event, and a requirement that events contain both date and customer identifier fields. Events lacking these identifiers are automatically dropped. Currently, only primary joins are available for external events, and external events do not count toward Journey Management fair usage limits. Organizations must validate data format before ingestion, as Journey Management performs no validation.

PrerequisitesClick to expand

Feature coming soon

You can ingest events that originate or are tracked in systems outside Genesys Cloud into Journey Management to analyze customer journey patterns. This includes events from third-party platforms such as CRM systems, e-commerce tools, survey platforms, Case Management systems, or custom-built applications. You can use the external events alongside native Genesys Cloud events to build end-to-end journey visualizations to better understand customer behavior.

Some examples of external events that can be used within Journey Management:

Website behavior events from Adobe Analytics
Survey responses from Qualtrics
Fulfillment or order events from ERP systems
Case Management updates from ServiceNow

Managing external events in Genesys Cloud

Journey Management does not create or define external event schemas. External event schemas are created and defined outside the Journey Management system and are ingested via APIs. The following steps outline the different phases that you must complete to get started:

Define the external events using supported schema. Journey Management filters and charts currently support enum (lists), number (integer/decimal), strings, and Boolean attribute data types. Genesys Cloud supports a wider variety of data types.
Set up the necessary permissions to ingest data. For more information, see Permission required to ingest external events.
Ingest the data using APIs. For more information, see External Events For Journey Management.

You are now ready to Create a new journey visualization with Journey Management.

Limits and considerations

You can ingest a maximum of 20 external event types per organization.
Note: This limit applies to all Genesys Cloud external event sources and is not specific to Journey Management.
Each event can contain a maximum of 50 attributes.
Events cannot be deleted or edited after they are ingested.
Journey Management does not validate the data format. Ensure that you validate the data before you ingest them.
Journey Management drops events that do not contain date and customer identifier.
Currently, only primary joins are available for external events.
External events do not count toward Journey Management fair usage limits.

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