Event-related tags

AI-generated summary

Genesys Cloud enables event-related tags that trigger proactive engagement actions when website visitors interact with specific page sections. The feature detects section clicks (such as "Contact Us") using jQuery and records custom attributes like section titles, then executes action maps to initiate outbound engagement. For web chat customers, tags can offer chat when visitors open designated sections, indicating purchase intent or support needs. Web messaging customers can similarly present messaging offers upon section clicks. The implementation uses either legacy tracking code for web chat or Messenger-based digital user tracking for web messaging. However, Genesys is deprecating Predictive Engagement Tracking SDK v1 and ACD Web Chat v2, with customers encouraged to migrate to Web Messaging and Messenger platforms. The technical implementation involves DOM event listeners with configurable timeouts and custom attribute recording to capture visitor behavior and trigger targeted engagement strategies.

Feature deprecations:

Genesys will no longer support Genesys Predictive Engagement (GPE) Tracking SDK v1, which is available to customers via the legacy tracking snippet under Predictive Engagement. All customers are encouraged to migrate to digital user tracking via Messenger. For more information, see .

Offer a chat when a visitor clicks a section on a page

This section only applies to customers using web chat. If you are a Genesys Cloud CX customer using web messaging, see Present a messaging offer when a visitor clicks a section on a page.

Use the following tag to trigger an action map to offer a chat to a visitor when the visitor opens the “Contact Us” section of a page. The visitor’s action indicates that the visitor is very likely to call the contact center.

Tag

console.log('[Predictive Engagement] Contact Us Section v0.2');ac('dom', 'ready', function () {  setTimeout(function(){  $('div.spl-accordion-heading').on('click', function() {      const sectionTitle = $(this).text().trim();      ac('record', 'section_opened', 'Contact Us Section', {        sectionTitle: sectionTitle      });  });  }, 1500);});

Present a messaging offer when a visitor clicks a section on a page

This section only applies to Genesys cloud customers using web messaging. If you are using web chat, see Offer a chat when a visitor clicks a section on a page.

Tag

console.log('[Predictive Engagement] Contact Us Section v0.2');Genesys("subscribe", "Journey.ready", function(){  setTimeout(function(){  $('div.spl-accordion-heading').on('click', function() {      const sectionTitle = $(this).text().trim();           Genesys("command", "Journey.record", { eventName: "section_opened", customAttributes: { sectionTitle: "Contact Us Section"             }  });       });  }, 1500);});

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Event-related tags

Offer a chat when a visitor clicks a section on a page

Tag

Present a messaging offer when a visitor clicks a section on a page

Tag

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