Predictive Engagement permissions and prerequisites

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.

To use Predictive Engagement features, you need the permissions described here. For more information about Genesys Cloud’s feature permissions, see Roles and permissions overview and Product, roles, and permissions list.

To see Predictive Engagement features, make sure that your role includes the appropriate permissions or contact an administrator for assistance.

Prerequisites

Predictive Engagement feature enabled in your organization. For more information, contact your designated Customer Success Manager.
Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3 license
- Proactive web messaging or web chat with Predictive Engagement requires Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II license

(Web messaging only) Messenger snippet configured and deployed on your website. For more information, see Configure Messenger and Deploy Messenger.
(Web chat only) Genesys Cloud widget for Predictive Engagement configured and deployed on your website. For more information, See Prepare widgets for Predictive Engagement.

Add Predictive Engagement permissions

Assign Predictive Engagement administrator permissions to the user’s appropriate administrator role, and assign Predictive Engagement agent permissions to the user’s appropriate agent role. Predictive engagement is billed based on consumption of events. For more information on billing, see Predictive Engagement event pricing.

Click Admin.
Under People and Permissions, click Roles/Permissions.
Optionally use the Search filter to locate the appropriate role.
In the role’s row, click Edit Role.
Click the Permissions tab and click All Permissions.
Select the appropriate Predictive Engagement permissions and click Save.

Note: It can take up to five minutes for permission updates to make their way through Genesys Cloud and take effect.

Predictive Engagement roles and permissions

Predictive Engagement administrator permissions

Predictive Engagement bases permissions on tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to the selected user or users.

Action maps

An action map represents the steps that Predictive Engagement takes to engage selected customers to achieve a particular result. Action map permissions allow you to create and manage those steps.

This permission	Allows these actions
Journey > Action Map > All	Create and design, edit, and delete action maps.

Action targets

The action target permission enables you to view the queue associated with an action map and determine routing behavior.

This permission	Allows these actions
Journey > Action Target > View	View existing action targets.

Content offers

Content offer permissions enable you to present special promotions and information to customers and prompt them to take a predefined action.

This permission	Allows these actions
Uploads > publicAsset > upload	Upload images for content offers.

Event

The event permission enables you to view customer behavior on the website. For example, when a customer performs a search or adds an item to a cart.

This permission	Allows these actions
Journey > Event > View	View existing events.

Outcome

To assist customers in achieving the organization’s business goals, first define each business goal as an outcome. Outcome permissions help you create and manage those goals.

This permission	Allows these actions
Journey > Outcome > All	Create, view, edit, and delete outcomes.
Journey > Outcome Predictor > All	Create, view, edit, and delete outcome predictions.

Reports

The Action Map Analytics report helps you to gauge the effectiveness of your action maps. The Visitor Activity report helps you to track how visitors use your website. The Action Map Analytics report requires the Journey > Action Map > View permission to view action map analytics.

This permission	Allows these actions
Journey > Report > View	View existing reports.
Journey > Action Map > View	View action maps in the Action Map Analytics report.

Segments

A segment represents a group of customers who share some characteristic or who all behave the same way on your website. Segment permissions enable you to create and manage those groups.

This permission	Allows these actions
Journey > Segment > All	Create, view, edit, and delete segments.

Settings and snippets

Settings permissions allow you to manage and view Predictive Engagement settings, including the ability to add your domain name, define search queries, and view your tracking snippet.

This permission	Allows these actions
Journey > Settings > Edit	Edit settings.

Visit

The visit permission allows you to see Live Now live tracking information about visitors who are currently on your website.

This permission	Allows these actions
Journey > Visit > View	View visits.

Web chat deployment

The web chat deployment permissions enable you to create widgets for web chats with Predictive Engagement.

This permission	Allows these actions
Widgets > Widget Deployment > All	Create, view, edit, and delete widget deployments.

Customers

Customer permissions allow you to create new customers and see details about them, including their visit history.

This permission	Allows these actions
Journey > Customer > All	Create and view customer records.

Predictive Engagement agent permissions

Routing permissions for agents

This table lists the Genesys Cloud routing permissions available for agents to work with queues and Predictive Engagement.

This permission	Allows these actions
Routing > Agent > On Queue	Go on queue.
Routing > Queue > Join	Join a queue.
Routing > Queue > Search	Search for brief queue information.
Routing > Queue > View	View queues.

Predictive Engagement permissions for agents

This table lists the Predictive Engagement permissions available to agents.

This permission	Allows these actions
External Contacts > Contact > View	To view a contact.
External Contacts > Session > View	View a contact’s journey.
Journey > Action Map > View	View action maps
Journey > Event > View	See events on the customer journey map.
Journey > Event Type > View	See event information.
Journey > Outcome > View	See outcomes achieved and scores for a visit.
Journey > Segment > View	See matched segments for a visit.
Journey > OutcomeScores > View	See real-time predictions
Journey > Session > View	See live tracking information about visitors who are currently on your website.