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:

1. 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.
2. Set up the necessary permissions to ingest data. For more information, see Permission required to ingest external events.
3. Ingest the data using APIs. For more information, see External Events For Journey Management. 
4. View external events available for use in Journey Management. For more information, see Manage external events in Journey Management.
5. Activate the available external events in Journey Management. For more information, see Activate external events in 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.