Predictive Engagement prerequisites

Administrators fulfill these prerequisites before configuring Predictive Engagement. For more information, see About Predictive Engagement.

Prerequisites
  • Predictive Engagement feature enabled in your organization. For more information, contact your designated Customer Success Manager.
  • Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3
    • Proactive web messaging or web chat with Predictive Engagement requires Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital I, or Genesys Cloud User 1 Digital II
  • The following Predictive Engagement administrator permissions:
    • Journey > Action Map > All 
    • Journey > Action Target > All 
    • Journey > Customer > All 
    • Journey > Event > All 
    • Journey > Outcome > All 
    • Journey > Report > All 
    • Journey > Segment > All
    • Journey > Settings > All
    • Journey > Snippets > All
    • Journey > Visit > All
    • Widgets > Widget Deployment > All (web chat only)
  • The appropriate Predictive Engagement permissions assigned to agents and other Genesys Cloud users. For more information, see Predictive Engagement permissions overview.
  • (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.