Predictive Engagement permissions and prerequisites
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: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.
To use Predictive Engagement features, you need the permissions described here. For more information about Genesys Cloud’s feature permissions, see Roles and permissions overview and Product, roles, and permissions list.
To see Predictive Engagement features, make sure that your role includes the appropriate permissions or contact an administrator for assistance.
Add Predictive Engagement permissions
Assign Predictive Engagement administrator permissions to the user’s appropriate administrator role, and assign Predictive Engagement agent permissions to the user’s appropriate agent role. Predictive engagement is billed based on consumption of events. For more information on billing, see Predictive Engagement event pricing.
- Click Admin.
- Under People and Permissions, click Roles/Permissions.
- Click Menu > User Management > Roles and Permissions.
- Find the role using the Search field or by paging through the list.
- In the Actions column, click and from the menu that appears, click Edit Role.
- Click the Permissions tab and click All Permissions.
- Select the appropriate Predictive Engagement permissions and click Save.
Predictive Engagement roles and permissions
[NEXT] Was this article helpful?
Get user feedback about articles.