Content offer lifecycle

AI-generated summary

Genesys Cloud provides capabilities to define and manage the lifecycle of content offers. Content offers transition through offered, accepted, rejected, errored, and ignored states based on visitor actions. Accepted, rejected, and ignored are terminal states where the offer will not be represented after transitioning. The Action Map Performance report provides metrics aligned to these state transitions. Key events drive state changes, with each state providing data through Events methods. This enables full visibility into content offer performance and engagement.

State transitions for content offers

Click the image to enlarge.

Content offer lifecycle states

The following table describes the lifecycle of a content offer, including the events that can occur and the data that is available for use with the Events Methods.

State	Event	Description	Data available
offered	Web Actions Offered	Visitor’s activity qualifies an action map and the action map presents a content offer.	See Events methods with web actions.
accepted	Web Actions Accepted	Visitor accepts the offer (for example, clicks a Book now! button). This is a terminal state.	See Events methods with web actions.
rejected	Web Actions Rejected	Visitor rejects the offer (for example, clicks X or a No, but thank you button). This is a terminal state.	See Events methods with web actions.
errored	Web Actions Errored	An error occurred in the widget that prevented the engagement from occurring. Note: This event does not have a corresponding metric in the Action Map Performance Report.	See Events methods with web actions. In addition, the errorMessage field is available.
ignored	Web Actions Ignored	Visitor ignores the invitation (for example, navigates away from or around it). This is a terminal state. Note: This event does not have a corresponding metric in the Action Map Performance Report.	See Events methods with web actions.

Terminal states for content offers

In the content offer lifecycle, certain states are terminal, or final, states. If a visitor goes to a webpage where an action map is set to trigger a content offer, the action map doesn’t present the content offer when it’s in a terminal state. This feature ensures that a visitor does not receive the same content offer after accepting the offer previously or after indicating that they are not interested.

Terminal states for content offers are:

Accepted
Rejected
Ignored

For more information, see Define an action map’s triggers.

Report metrics and events

The metrics in the Action Map Performance report correlate with the event types for web actions. For more information about metrics for content offers, see Monitor a content offer’s performance.

[NEXT] Was this article helpful?

Get user feedback about articles.

Content offer lifecycle View summary