General Data Protection Regulation (GDPR)

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.

Note: This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.

GDPR compliance

As part of the Genesys Cloud CX platform, Genesys Predictive Engagement complies with GDPR regulations. For more information about Genesys Cloud CX and GDPR, see Genesys Cloud CX and GDPR compliance.

Genesys Cloud CX provides a GDPR API. The GDPR API is the preferred self-service solution for Genesys Cloud CX customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud CX.

Genesys Predictive Engagement considerations

For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the Genesys Predictive Engagement product. You, our customers, are the data controllers of the personal data that you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. For more information about what to consider when determining the most appropriate lawful basis, see Lawful basis interactive guidance tool.

Genesys Predictive Engagement collects data about visitors’ activities on business websites. It uses machine learning and AI to analyze customer-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific customer achieving a specific outcome. An outcome is an event the business wants to maximize or minimize. Example outcomes are making a purchase, signing up for a webinar, or filling out a complex form online. For more information about how Genesys Predictive Engagement uses cookies to track visitor activity on websites, see Cookies.

Businesses use end-customer data that Genesys Predictive Engagement collects for three primary purposes:

  • Customer support – proactive or AI-driven engagement through chat and callback offers;
  • Sales engagement – proactive or AI engagement through chat, callbacks, and content offers;
  • Marketing – proactive or AI; for example, sign-up for an event or webinar through a content offer.
If you are still unsure whether you should obtain the data subject’s consent to process their personal data, consult your legal advisor.
Note: Genesys does not pass end-customer personal data processed through Genesys Predictive Engagement to any advertising or re-targeting companies. End-customer personal data processed through Genesys Predictive Engagement may be shared with business-integrated tools such as Salesforce and Marketo. Sharing only happens when one of our business customers configures that behavior for their organization.

If you identified consent as the most appropriate lawful basis for processing end customer personal data, then the following conditions should be met when obtaining consent:

  • You must be able to demonstrate that the data subject has consented to processing of his or her personal data. That means you should maintain a record or audit trail of consent being given.
  • If the data subject’s consent is given in the context of a written declaration which also concerns other matters, the request for consent shall be presented in a manner which is clearly distinguishable from the other matters, in an intelligible and easily accessible form, using clear and plain language.
  • The data subject shall have the right to withdraw his or her consent at any time. The withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal. Prior to giving consent, the data subject shall be informed thereof. It shall be as easy to withdraw as to give consent.
  • When assessing whether consent is freely given, utmost account shall be taken of whether, among other things, the performance of a contract, including the provision of a service, is conditional on consent to the processing of personal data that is not necessary for the performance of that contract.

If you identified consent as the most appropriate lawful basis for processing end customer personal data, consider what consent was given before calling the following functions:

  • ac('init',...) starts Genesys Predictive Engagement tracking on your website
  • ac('record',...) allows Genesys Predictive Engagement tracking of custom visitor actions on your website
  • ac('identify',...), is used to identify visitors
For more information about these functions and others where you might need to consider consent, see Tracking with Predictive Engagement.
Note: If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.

Stop tracking

For more information about how to stop tracking when a visitor revokes consent, see Stop tracking if a customer revokes consent.