Work with message interactions with Predictive Engagement
The following permissions:
- Journey > Action Map > View
- Journey > Customer > View
- Journey > Segment > View
- Journey > Outcome > View
- Journey > Visit > View
- Journey > Event > View
- External contacts > Session > View
Genesys Predictive Engagement 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 filling out a form or starting a message interaction, Predictive Engagement displays a Messenger window. If the visitor accepts the messaging offer, Predictive Engagement starts a message interaction that Genesys Cloud routes to an agent queue.
Genesys Cloud routes message interactions started from a site that uses Predictive Engagement to an available agent in the queue, regardless of whether the agent has Predictive Engagement permissions. Agents with Predictive Engagement permissions have access to the Customer Journey panel, which appears to the right of the Interactions panel. Agents without Predictive Engagement permissions do not have access to the Customer Journey panel.
For more information about the customer journey panel, see Customer summary for agents.
Related tasks
- Work with message interactions
- Accept and respond to a message interaction
- Send an emoji in a message interaction
- Navigate the Interactions panel
- View and verify a contact’s profile
- Add a canned response to a message interaction response
- Transfer a message interaction
- Discard a message interaction
- View interaction details
- View interaction history for a contact
- View interaction history for an organization
- View an interaction’s Predictive Engagement journey data