Create a web messaging offer

AI-generated summary

Genesys Cloud enables businesses to offer web messaging to website visitors through action maps in Predictive Engagement, which define trigger conditions and customize offer text to engage visitors meeting specific criteria. When visitors accept a web messaging offer, they can have real-time conversations with agents, providing an additional digital customer engagement channel alongside voice, email, and social messaging. To create a web messaging offer, users must configure appropriate permissions in Genesys Cloud CX, select the web messaging action, and optionally add custom offer text and designate agent availability through schedule groups. Key operational constraints include: web messaging offers will not display if a conversation is already active, if the browser tab is in the background, or if the visitor has been inactive for 5+ minutes; an action map will not trigger multiple times within the same session but may trigger in subsequent sessions if conditions are met; and frequency capping settings control whether multiple action maps can trigger. Genesys is deprecating legacy ACD Web Chat v1 and v2, encouraging customers to migrate to Web Messaging and Messenger.

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: . All existing customers are encouraged to migrate to Web Messaging and Messenger.

PrerequisitesClick to expand

Create an action map to offer web messaging

To offer web messaging on your website, create an action map that Genesys Predictive Engagement uses to engage visitors. The action map defines the conditions that trigger the web messaging offer.

Note:

If a web messaging conversation is already active, a new web messaging offer will not be presented.
If an action map triggers during a web session, it does not trigger again during that session. However, another action map could trigger, depending on your frequency capping settings.
If an action map triggers in one session and the visitor rejects it, it can trigger again in subsequent sessions if it qualifies.
If the web visitor’s browser tab or window are moved to the background, a web messaging offer will not be presented.
If a web visitor’s status is away due to inactivity for at least 5 minutes, a web messaging offer will not be presented.

Select the web messaging action

Select the web messaging action and then click Next.
If necessary, add a custom offer text message and click Done.
Note: To designate when agents are available, you can select a schedule group. Genesys Predictive Engagement offers web messaging only when agents are available to connect with visitors who accept the web messaging offers.

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Create a web messaging offer View summary

Create an action map to offer web messaging

Select the web messaging action

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Create a web messaging offer