About action maps

AI-generated summary

Genesys Cloud's action maps enable businesses to customize visitor journeys through automated actions and triggers across desktop and mobile platforms using AI-powered capabilities. The system supports multiple engagement types including web messaging, web chat, content offers, and Architect flow integration, triggered by segment matching, AI-driven outcome probability predictions, and user activity tracking. Administrators can configure flexible webpage criteria using OR/AND conditions, estimate audience reach through built-in sizing tools, and route interactions to agent queues with schedule group integration to ensure chat availability aligns with agent capacity. The Predictive Engagement feature strategically delivers interactions only when agents are available, enhancing operational efficiency. Advanced configuration options allow administrators to override global frequency capping settings on individual action maps, establish priority levels when multiple action maps trigger simultaneously, and access comprehensive maintenance tools for searching, duplicating, editing, and deleting action maps. Users can specify pages where offers should not appear and apply action maps to specific webpages using flexible OR/AND conditions to target precise visitor segments. Performance monitoring is supported through robust analytics capabilities including action map performance reports, individual metrics, and comprehensive reporting functionality that assesses overall engagement effectiveness. The platform enables businesses to create targeted, data-driven engagement strategies based on visitor segments and behavioral activities while maintaining operational control and visibility into campaign performance. Schedule groups can be assigned to web chat offers to ensure agents are available before presenting chat options to visitors, and multiple action maps can be prioritized to ensure the most appropriate engagement displays when simultaneous triggers occur.

Feature deprecation: Genesys Cloud will deprecate the Journey Outcomes feature in Genesys Predictive Engagement (GPE). For more information, see .

Learn how to create action maps that use different types of actions to enhance and extend a visitor’s journey.

Overview and best practices

Improve your action maps by reviewing the overall process for creating them and our suggested best practices.

Create an action map

Learn how to create and manage your action maps. Action maps work on desktop applications and mobile devices.

Create an action map

Trigger an action map

Configure an action map to trigger based on segment match, outcome probability, and/or visitor activity. Use the audience size estimator to understand the potential reach based on the segments and the outcome probability you set.

Attributes and operators

When you create an action map, you specify the conditions that make it possible. To specify the conditions, define an expression that includes an attribute and an operator.

Select an action

Select and configure the action for the action map to use to engage your visitors.

Define outcome probabilities

Predictive Engagement uses AI to predict the actions that your visitors will take. Help refine its modeling by identifying outcome probabilities.

Apply to webpages

An action map can trigger on any page where you use Genesys Predictive Engagement to track visitor activity. When you build an action map that uses a web action, identify the webpages where you want the offer to appear. You can also specify pages where you don’t want the offer to appear.

Route the action map

Configure how Genesys Predictive Engagement routes visitors who respond to a web action and who are ready to work with an agent or sales representative directly.

Route an action map to an agent queue

Schedule group

For an action map that offers a web chat, you can select a schedule group to designate when agents are available. Genesys Predictive Engagement offers chats only when agents are available to connect with visitors who accept the chat offers.

Override global frequency capping

If frequency capping for web engagements is configured at the global level, you can override it for an individual action map.

Override global frequency capping settings

Prioritize the action maps

Multiple action maps can trigger on a webpage. To ensure that Genesys Predictive Engagement picks the most appropriate one, configure the priority for each action map

Prioritize an action map

Maintain action maps

Genesys Predictive Engagement provides several features for maintaining action maps.

Monitor action maps

Use analytics to assess the effectiveness of your action maps.

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