Action settings

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: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Prerequisites

The following permissions:

Configure the following permissions in Genesys Cloud CX:

    • Journey > Settings > Edit or View 

    Configure frequency capping

    If a visitor qualifies for multiple action maps during a single session, Genesys Predictive Engagement could offer each web engagement separately. The offers can present even though the visitor rejected, accepted, or completed an offer previously during the same session.

    To stop offering web chats, content offers, or web messaging to visitors during the same session after specific criteria is met, configure the global frequency capping settings.

    1. In Admin in Genesys Cloud CX, open the Global Settings page and then click the Action Settings tab.
    2. Configure the web chat, content offer, or web messaging settings as needed.

    Note: You can override these global settings for an individual action map. For more information, see Override global frequency capping settings.

    Web chats

    Configure whether to stop offering web chats to a visitor during the same session and under certain conditions.

    • Don’t offer another web chat after a conversation with an agent: Indicates whether to stop offering web chats to a visitor after the visitor chats with an agent.
    • Don’t offer another web chat after a rejection: Indicates whether to stop offering web chats to a visitor after the visitor rejects a web chat.
    • Apply a minimum wait time before offering next web chat: Period of time, in HH:MM format, to stop offering web chats to a visitor. A session can last for hours but if it times outs after 20 minutes of inactivity, this setting is inapplicable. The maximum number of hours that you can specify is 23; and the maximum number of minutes is 59.

    Note: If both toggles are set to Yes, the time picker is unavailable as it has no effect in this instance.

    Content offers

    Configure whether to stop presenting content offers to a visitor during the same session and under certain conditions.

    • Don’t present another content offer after an acceptance: Indicates whether to stop presenting content offers to a visitor after the visitor accepts a content offer.
    • Don’t present another content offer after a rejection: Indicates whether to stop presenting content offers to a visitor after the visitor rejects a content offer.
    • Apply a minimum wait time before presenting next content offer: Period of time, in HH:MM format, to stop presenting content offers to a visitor. A session can last for hours but if it times outs after 20 minutes of inactivity, this setting is inapplicable. The maximum number of hours that you can specify is 23; and the maximum number of minutes is 59.

    Note: If both toggles are set to Yes, the time picker is unavailable as it has no effect in this instance.  

    Web messaging

    If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

    Note: If your organization doesn’t use web messaging, these options aren’t visible.

    Configure whether to stop presenting web messaging offers to a visitor during the same session and under certain conditions.

    • Don’t present another web messaging offer after a conversation with an agent: Indicates whether to stop offering web messaging to a visitor after the visitor chats with an agent.
    • Don’t present another web messaging offer after a rejection: Indicates whether to stop offering web messaging to the visitor after a visitor rejects a web messaging offer.
    • Apply a minimum wait time before presenting next web messaging offer: Period of time, in HH:MM format, to stop offering web messaging to a visitor. A session can last for hours but if it times outs after 20 minutes of inactivity, this setting is inapplicable. The maximum number of hours that you can specify is 23; and the maximum number of minutes is 59.

    Note: If both toggles are set to Yes, the time picker is unavailable as it has no effect in this instance.