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.