Work with chat interactions with Altocloud


Prerequisites

The following permissions:

  • Journey > Action Map > View
  • Journey > Customer > View
  • Journey > Segment > View
  • Journey > Outcome > View
  • Journey > Visit > View
  • Journey > Event > View

Genesys Predictive Engagement (formerly Altocloud) is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

When a customer takes a specific action on your website, such as requesting a quote or clicking the Chat Now button, Altocloud automatically displays a chat window. If the visitor accepts the chat, Altocloud starts a chat interaction that PureCloud routes to your queue.

PureCloud routes chats started from an Altocloud tracked site to any available agent in the queue, whether the agent has Altocloud permissions or not. Agents with Altocloud permissions have access to the customer journey panel, which appears in the right side of the Interactions panel. Agents without Altocloud permissions do not have access to the customer journey panel.

Click Image
Click the image for details.
Active Interactions
Media settings
Start a new call
Send a new email
Get Interaction URL
Incoming interaction
Transfer chat
End chat
Script
Interaction Details
Profile
Customer Journey Information
Canned Responses
Notes
Wrap-up Codes
Chat Window
Customer Journey Information
Send Field
Resizer

For more information about the customer journey panel, see Journey Details.

Note: During chat interactions with Altocloud, agents can find and send canned responses and use a script to guide them through the interactions. Scripts prompt the agent to ask questions or allow them to update contact information. To request help from a supervisor during a chat interaction, agents can use Agent assistance.

Related tasks