Predictive Engagement permissions and prerequisites - Genesys Cloud Resource Center
Predictive Engagement permissions and prerequisites
AI-generated summary
Genesys Cloud Predictive Engagement requires specific permissions and prerequisites to enable proactive customer engagement capabilities through role-based access controls. Users must have appropriate permissions assigned by administrators, including Predictive Engagement administrator and agent permissions configured through the Roles and Permissions interface. Prerequisites include organizational enablement of the Predictive Engagement feature, a valid Genesys Cloud CX license (CX 1-4), and deployment of either a Messenger snippet for web messaging or a Genesys Cloud widget for web chat on the website. Proactive web messaging and chat specifically require CX 2, CX 3, CX 4, or CX 1 with Digital Add-on II license.
Key functional permissions encompass Action Maps for creating and managing customer engagement workflows, Action Targets for viewing queue associations and routing behavior, Content Offers for uploading promotional images and defining customer actions, Events for monitoring customer website behavior such as searches and cart additions, and Outcomes for defining business goals with outcome prediction capabilities. The system includes Action Map Analytics reporting to measure engagement effectiveness and operates on consumption-based billing tied to event usage.
Additional permission-based access controls support Segments for grouping customers by shared characteristics, Settings and Snippets for managing Predictive Engagement configuration and domain setup, and Visit permissions for real-time tracking of active website visitors. The Visitor Activity report tracks website visitor behavior, while Web chat deployment permissions enable creation and management of widget deployments. Customer permissions allow creation of customer records and access to visit history details.
For agents and supervisors, Genesys Cloud provides granular routing permissions including queue management capabilities and Predictive Engagement-specific permissions for viewing external contacts, contact journeys, action maps, customer journey events, outcomes with scores, matched segments, real-time outcome predictions, and live session tracking information. Permission changes require several minutes to take effect after assignment. Organizations should contact their designated Customer Success Manager for feature enablement and consult the Roles and Permissions for comprehensive permission details
Proactive web messaging or web chat with Predictive Engagement requires Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud CX 1 Digital Add-on II license
(Web messaging only) Messenger snippet configured and deployed on your website. For more information, see Configure Messenger and Deploy Messenger.
(Web chat only) Genesys Cloud widget for Predictive Engagement configured and deployed on your website. For more information, See Prepare widgets for Predictive Engagement.
Add Predictive Engagement permissions
Assign Predictive Engagement administrator permissions to the user’s appropriate administrator role, and assign Predictive Engagement agent permissions to the user’s appropriate agent role. Predictive engagement is billed based on consumption of events. For more information on billing, see Predictive Engagement event pricing.
Click Admin.
Under People and Permissions, click Roles/Permissions.
Click Menu > User Management > Roles and Permissions.
Find the role using the Search field or by paging through the list.
In the Actions column, click and from the menu that appears, click Edit Role.
Click the Permissions tab and click All Permissions.
Select the appropriate Predictive Engagement permissions and click Save.
Note: Permission changes can take a few minutes to take effect.
Predictive Engagement roles and permissions
Predictive Engagement bases permissions on tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to the selected user or users.
Action maps
An action map represents the steps that Predictive Engagement takes to engage selected customers to achieve a particular result. Action map permissions allow you to create and manage those steps.
This permission
Allows these actions
Journey > Action Map > All
Create and design, edit, and delete action maps.
Action targets
The action target permission enables you to view the queue associated with an action map and determine routing behavior.
This permission
Allows these actions
Journey > Action Target > View
View existing action targets.
Content offers
Content offer permissions enable you to present special promotions and information to customers and prompt them to take a predefined action.
This permission
Allows these actions
Uploads > publicAsset > upload
Upload images for content offers.
Event
The event permission enables you to view customer behavior on the website. For example, when a customer performs a search or adds an item to a cart.
This permission
Allows these actions
Journey > Event > View
View existing events.
Outcome
To assist customers in achieving the organization’s business goals, first define each business goal as an outcome. Outcome permissions help you create and manage those goals.
This permission
Allows these actions
Journey > Outcome > All
Create, view, edit, and delete outcomes.
Journey > Outcome Predictor > All
Create, view, edit, and delete outcome predictions.
Reports
The Action Map Analytics report helps you to gauge the effectiveness of your action maps. The Visitor Activity report helps you to track how visitors use your website. The Action Map Analytics report requires the Journey > Action Map > View permission to view action map analytics.
This permission
Allows these actions
Journey > Report > View
View existing reports.
Journey > Action Map > View
View action maps in the Action Map Analytics report.
Segments
A segment represents a group of customers who share some characteristic or who all behave the same way on your website. Segment permissions enable you to create and manage those groups.
This permission
Allows these actions
Journey > Segment > All
Create, view, edit, and delete segments.
Settings and snippets
Settings permissions allow you to manage and view Predictive Engagement settings, including the ability to add your domain name, define search queries, and view your tracking snippet.
This permission
Allows these actions
Journey > Settings > Edit
Edit settings.
Visit
The visit permission allows you to see Live Now live tracking information about visitors who are currently on your website.
This permission
Allows these actions
Journey > Visit > View
View visits.
Web chat deployment
The web chat deployment permissions enable you to create widgets for web chats with Predictive Engagement.
This permission
Allows these actions
Widgets > Widget Deployment > All
Create, view, edit, and delete widget deployments.
Customers
Customer permissions allow you to create new customers and see details about them, including their visit history.
This permission
Allows these actions
Journey > Customer > All
Create and view customer records.
Routing permissions for agents
This table lists the Genesys Cloud routing permissions available for agents to work with queues and Predictive Engagement.
This permission
Allows these actions
Routing > Agent > On Queue
Go on queue.
Routing > Queue > Join
Join a queue.
Routing > Queue > Search
Search for brief queue information.
Routing > Queue > View
View queues.
Predictive Engagement permissions for agents
This table lists the Predictive Engagement permissions available to agents.
This permission
Allows these actions
External Contacts > Contact > View
To view a contact.
External Contacts > Session > View
View a contact’s journey.
Journey > Action Map > View
View action maps
Journey > Event > View
See events on the customer journey map.
Journey > Event Type > View
See event information.
Journey > Outcome > View
See outcomes achieved and scores for a visit.
Journey > Segment > View
See matched segments for a visit.
Journey > OutcomeScores > View
See real-time predictions
Journey > Session > View
See live tracking information about visitors who are currently on your website.