Create an action map
Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.
High-level steps
- Go to Admin > Predictive Engagement > Action Maps > Create action map.
- Provide a name for the Action Map.
- Select which action to use when the action map triggers: web messaging, web chat, content offer, or advanced orchestration flow.
- Specify what triggers the action map (segment, visitor activity, outcome).
- Configure an outcome probability.
- Specify the webpages where you do or don’t want the action map to trigger.
- If the action map is for a web chat offer:
- To route the action map to a specific agent queue, select an agent queue.
- To only present chat offers when agents are available to receive them, select a schedule group.
- To ignore the global frequency cap settings and always offer web engagements that this action map qualifies, override the frequency cap for this action map.
- Some options are only available for certain actions.
- The action map is active and ready to trigger on your site by default. To prevent the action map from triggering on your site, slide the toggle to No.
- To create an action map after you reach the limit of 200 action maps, delete an existing action map.
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- Specify a descriptive name for the action map.
- Set the action map’s priority relative to similar action maps.