Work with chat interactions with Predictive Engagement

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Genesys Cloud Predictive Engagement is an AI-powered, cloud-based customer engagement solution that analyzes visitor behavior on websites, predicts visitor outcomes, and personalizes interactions to facilitate goal achievement. When visitors trigger specific actions such as newsletter signups or chat requests, Predictive Engagement automatically displays a chat window and routes accepted interactions to available agents through Genesys Cloud queues. Agents with Predictive Engagement permissions access an enhanced customer journey panel within the Interactions panel, providing visibility into customer conversation data and interaction history, while agents without these permissions receive standard chat routing without journey context. The platform supports agent productivity features including canned responses and guided scripts that prompt information gathering and contact updates. Users require specific permissions across Journey, Customer, Segment, Outcome, Visit, Event, and External Contacts modules to access Predictive Engagement functionality. Note: Genesys is discontinuing support for legacy ACD Web Chat v1 and v2, with customers encouraged to migrate to Web Messaging and Messenger platforms.

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: . All existing customers are encouraged to migrate to Web Messaging and Messenger.

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Genesys Predictive Engagement is a cloud-based, Genesys Cloud AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

When a customer takes a specific action on your website, such as signing up for a newsletter or clicking the Chat Now button, Predictive Engagement automatically displays a chat window. If the visitor accepts the chat, Predictive Engagement starts a chat interaction that Genesys Cloud routes to your queue.

Genesys Cloud routes chats started from a site that uses Predictive Engagement to any available agent in the queue, whether the agent has Predictive Engagement permissions or not. Agents with Predictive Engagement permissions have access to the customer journey panel, which appears in the right side of the Interactions panel. Agents without Predictive Engagement permissions do not have access to the customer journey panel. You can view the customer conversation data on the divisions that are assigned to your user role.

For more information about the customer journey panel, see Customer summary for agents.

Note: During chat interactions with Predictive Engagement, agents can and to guide them through the interactions. Scripts prompt the agent to ask questions or allow them to update contact information.

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Work with chat interactions with Predictive Engagement

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