Create a web messaging offer

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

Configure the following permissions in Genesys Cloud CX:

  • Architect > Flow > Search (To use the Web Messaging Override Default flow)

Create an action map to offer web messaging

To offer web messaging on your website, create an action map that Genesys Predictive Engagement uses to engage visitors. The action map defines the conditions that trigger the web messaging offer.

Note the following:

  • If there is an active web messaging conversation, no other web messaging action will be mapped trigger.
  • If an action map triggers during a web session, it does not trigger again during that session. However, another action map could trigger, depending on your frequency capping settings.
  • If an action map triggers in one session and the visitor rejects it, it can trigger again in subsequent sessions if it qualifies.

Select the web messaging action

  1. Select the web messaging action and then click Next.
  2. If necessary, add a custom offer text message and click Done.