Journey map icons

AI-generated summary

Genesys Cloud provides web messaging, web chat, journey shaping, and call capabilities to engage website visitors. Icons represent visitor activities like accepting a messaging offer, submitting a web form, matching a visitor segment, or an agent receiving an inbound call. The journey map shows the sequence of engagement events using standardized icons with tooltips to indicate the specific activity. Key details captured include offering and responding to messaging and chat, tracking form interactions, visualizing journey shaping outcomes, and calls handled by agents

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.

Learn about the icons that could appear on the visitor .

About the icons

Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates the order in which the activity occurred.

The following types of icons can appear:

Web messaging icons

These icons are only available to Genesys Cloud CX customers who participate in the beta release for identity stitching.

Name	Icon	UI	Description
Messaging offer accepted			Website visitor accepted the messaging offer.
Messenger error			Messenger experience an error.
Messaging offer ignored			Website visitor left your website before responding to the messaging offer.
Messaging interaction offered			Predictive engagement presented a messaging offer to the website visitor.
Messaging offer rejected			Website visitor rejected the messaging offer.

Web chat icons

Tooltip	Icon	UI	Description
Chat offered			Genesys Predictive Engagement offered a chat to the user.
Chat accepted			User accepted the offer to chat.
Chat form completed			User completed the form to request a chat.
Chat rejected			User rejected the offer to chat.
Chat timed out			Offer to chat timed out before the user responded.
Chat ignored			User left the website before responding to the chat offer.
Chat error			Chat experienced an error.

Tooltip	Icon	UI	Description
Form submitted			User submitted a form.
Form abandoned			User abandoned the form before completing it.

Journey shaping icons

Tooltip	Icon	UI	Description
Outcome achieved			User achieved one of your outcomes.
Segment matched			User matched one of your segments. The color of the icon matches the color of the corresponding segment.
Page visit (Not mentioned)			Default icon used when no other icon is applicable.

Miscellaneous icons

Tooltip	Icon	UI	Description
Searched			User searched for something on your site.
Default			Default icon used when no other icon is applicable.

Custom event icons

Tooltip	Icon	UI	Description
Delivery			Delivery event occurred.
Invoice			Invoice event occurred.
Application			Application-related event occurred.
Contract			Contract event occurred.
Default Event			Default icon used for a custom event when no other icon is applicable.

Call icons

Tooltip	Icon	UI	Description
Abandoned			Customer abandoned the call.
Inbound call			Agent received an inbound call.
On hold			Agent placed the call on hold.
Outbound call			Agent placed an outbound call.
Transferred			Agent transferred the call.