About Predictive Engagement

Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

You can use web messaging or web chat with Predictive Engagement. However, we encourage you to use web messaging to replace web chat.

Understand Predictive Engagement

Learn about Predictive Engagement. Review permissions and procedures required for a Predictive Engagement implementation, and pricing and GDPR compliance information.  


Configure Predictive Engagement

Administrators perform these Predictive Engagement setup tasks for Genesys Cloud customers. 


Work with interactions with Predictive Engagement

Agents answer, respond to, and complete interactions with Predictive Engagement customer journey information.


Analyze Predictive Engagement data

Contact center managers and supervisors can view live visitor tracking information, and visitor activity and action map performance reports. Add Predictive Engagement customer journey columns and filters to existing Genesys Cloud performance views. View historical journey data for interactions.


Customize web tracking using the Journey JavaScript SDK

If your organization is using web messaging, this section does not apply. Developers can use the Journey JavaScript SDK to customize how Predictive Engagement tracks and manages customer activity on your website.


Customize web tracking using the Messenger JavaScript SDK

If your organization is using web messaging, this section applies to you. Developers can use the Messenger JavaScript SDK to customize how Predictive Engagement tracks and manages customer activity on your website.


Create third-party integrations with Predictive Engagement

Use Architect workflows and Architect flow actions with Predictive Engagement to build in-house and third-party integrations. Use Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. 


Solutions, best practices, and business scenarios 

If your organization is using web messaging, this section does not apply. Learn about solutions and best practices that enable Genesys Cloud customers to make the most of Predictive Engagement and Genesys Cloud features.

Feature availability for users from another platform

Learn how customers from other platforms use Genesys Cloud.