Mapping traits per individual events

Learn how to map multiple records for the same customer to see more complete customer profiles in Live Now.

Traits are properties, such as a customer's email address or phone number. Genesys Predictive Engagement gathers customer traits every time a customer visits a website that you track with the Genesys Predictive Engagement tracking snippet. It's possible to have multiple customer records for the same person. For example, when a customer visits your website multiple times and uses a different browser each time. Because Genesys Predictive Engagement creates a separate record for each instance, the separate customer records may contain only a subset of all the available customer traits. You can map the traits that the separate customer records contain to link the records. Then, you can see the complete customer information in Live Now.

After linking customer records, the traits mapper updates all the records when new trait information becomes available. It overwrites existing or duplicate traits with the most current trait information.

After the traits are mapped, they will appear for admins and agents.

More info on: LiveNow

More info on: Customer summary (admin view)

When using Messenger JavaScript SDK and its Journey Plugin to track visitors' activity on the website, you can map specific traits for specific events.

In order for traits to be mapped for each speficic event, the event attributes must contain the values for the specific traits. Then the traitsMapper option is used to mark which attributes contain traits and, if the name of the attribute is different than the mappable trait that Genesys supports, the mapping between Genesys supported trait and the name of the trait on the website.

If Genesys Predictive Engagement captures the same data in two places, the most recent trait mapped appears in Live Now. Previous values for mapped traits are not preserved.

In this simple example the attributes that are set on the event have the same names as the Genesys supported traits, so the traitsMapper is also simple:

{
  "email": "firstname.lastname@somemail.com",
  "cellPhone": "5552074397",
  "comment": "This is great",
  "section": "support"
}

[
  { "fieldName": "email" },
  { "fieldName": "cellPhone" }
]

This will result in below traits being recorded when the relevant event gets processed:

{
  "email": "firstname.lastname@somemail.com",
  "cellPhone": "5552074397"
}

In this example, the traits that are set on the event have different names than the traits supported by Genesys, so additional traitsMapper parameters are required to properly map such traits:

{
  "emailAddress": "firstname.lastname@somemail.com",
  "phoneMobile": "5552074397",
  "comment": "This is great",
  "section": "support"
}

[
  {
    "fieldName": "emailAddress",
    "traitName": "email"
  },
  {
    "fieldName": "phoneMobile",
    "traitName": "cellPhone"
  }
]

This will result in below traits being recorded when the relevant event gets processed:

{
  "email": "firstname.lastname@somemail.com",
  "cellPhone": "5552074397"
}

For the latest information on Journey Plugin commands that support mapping traits, please refer to Journey Plugin page.

Genesys("command", "Journey.record", {
  eventName: "form_submitted",
  customAttributes: {
    givenName: "John",
    familyName: "Smith",
    email: "john.smith@genesys.com"
  },
  traitsMapper: [
    { "fieldName": "givenName" },
    { "fieldName": "familyName" },
    { "fieldName": "email" }
  ]
});

Genesys("command", "Journey.record", {
  eventName: "form_submitted",
  customAttributes: {
    firstName: "John",
    lastName: "Smith",
    nameMiddle: "Thomas",
    emailAddress: "john.smith@genesys.com",
    phoneWork: "5559874321",
    phoneMobile: "5559871235",
    phoneOther: "5559712356",
    phoneHome: "5559871234",
    jobName: "Manager",
    salute: "Mr."
  },
  traitsMapper: [
    { "fieldName": "firstName", "traitName": "givenName" },
    { "fieldName": "lastName", "traitName": "familyName" },
    { "fieldName": "nameMiddle", "traitName": "middleName" },
    { "fieldName": "emailAddress", "traitName": "email" },
    { "fieldName": "phoneWork", "traitName": "workPhone" },
    { "fieldName": "phoneMobile", "traitName": "cellPhone" },
    { "fieldName": "phoneOther", "traitName": "otherPhone" },
    { "fieldName": "phoneHome", "traitName": "homePhone" },
    { "fieldName": "jobName", "traitName": "jobTitle" },
    { "fieldName": "salute", "traitName": "salutation" }
  ]
});