Genesys Cloud enables users to create action maps through the Predictive Engagement feature to automatically engage website visitors based on specified triggers and conditions. Users must have appropriate permissions for Journey Action Map and Action Target management, and must deploy either Genesys Messenger for web messaging customers or a tracking snippet for other implementations to enable event tracking and action map triggering. The action map creation process involves selecting a trigger type (segment, visitor activity, or outcome), choosing an action type (web messaging, web chat, content offer, or advanced orchestration flow), and specifying target webpages where the action map should or should not activate. For chat and messaging offers, administrators can route interactions to specific agent queues, restrict offers to times when agents are available through schedule groups, and override global frequency cap settings as needed. Action maps are active by default and can be toggled on or off; the system supports up to 200 active action maps per organization, with priority settings available for managing multiple similar action maps. Note: Genesys is deprecating Predictive Engagement Tracking SDK v1 in favor of digital user tracking via Messenger, requiring customers using the legacy tracking snippet to migrate to the newer implementation.