Journey map icons

Learn about the icons that could appear on the visitor journey map.

About the icons

Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates the order in which the activity occurred.

Following are the types of icons that could appear:


Web messaging icons

These icons are only available to Genesys Cloud CX customers who are participating in the beta release for identity stitching.

Icon Name Description
Messaging offer accepted Website visitor accepted the messaging offer.
Messenger error Messenger experience an error.
Messaging offer ignored Website visitor left your website before responding to the messaging offer.
Messaging interaction offered Predictive engagement presented a messaging offer to the website visitor.
Messaging offer rejected Website visitor rejected the messaging offer.

Web chat icons

Icon Tooltip Description
Chat offered Genesys Predictive Engagement offered a chat to the user.
Chat accepted User accepted the offer to chat.
Chat form completed User completed the form to request a chat.
Chat rejected User rejected the offer to chat.
Chat timed out Offer to chat timed out before the user responded.
Chat ignored User left the website before responding to the chat offer.
Chat error Chat experienced an error.
Icon Tooltip Description
Form submitted User submitted a form.
Form abandoned User abandoned the form before completing it.

Journey shaping icons

Icon Tooltip Description
Outcome achieved User achieved one of your outcomes.
Segment matched User matched one of your segments. The color of the icon matches the color of the corresponding segment.

Miscellaneous icons

Icon Tooltip Description
Searched User searched for something on your site.
Default Default icon used when no other icon is applicable.

Custom event icons

Icon Tooltip Description
Delivery Delivery event occurred.
Invoice Invoice event occurred.
Application Application-related event occurred.
Contract Contract event occurred.
Default Event Default icon used for a custom event when no other icon is applicable.

Call icons

Icon Tooltip Description
Abandoned Customer abandoned the call.
Inbound call Agent received an inbound call.
On hold Agent placed the call on hold.
Outbound call Agent placed an outbound call.
Transferred Agent transferred the call.