Genesys Cloud – Deprecation: GPE Tracking SDKv1

Genesys Cloud is deprecating the Genesys Predictive Engagement Tracking SDK v1, available via the legacy Tracking Snippet and the Tracking Settings under Predictive Engagement.

Web chat offers were configured with web events generated by the legacy GPE Tracking SDK. Following the deprecation of web chat, customers are encouraged to migrate to Messenger, which provides digital user tracking as the latest tracking solution, to ensure the continuity of event tracking, uninterrupted real-time customer journeys, and full compatibility with Genesys Predictive Engagement for the configuration of web messaging offers and content offers.

Messenger provides integrated messaging and tracking functionality out of the box, eliminating the need for separate deployments for messaging, and tracking capabilities while also simplifying tracking configuration.

FAQs

Am I affected?

You are impacted if your organization currently uses the following features:

• Tracking snippet under Predictive Engagement (GPE SDK)
• Tracking Settings under Predictive Engagement
• Journey JavaScript SDK

What do I need to do before the removal date?

Before the removal date, you must:

• Migrate from the GPE Tracking SDK to Messenger
• Migrate your Tracking Settings under Predictive Engagement to Messenger-specific Web tracking settings in Messenger

This change requires updates to your existing implementation. API changes associated with this transition may be breaking, and customer action is required.

How can I prepare for this deprecation?

To prepare for this change:

1. Remove the legacy tracking snippet from your websites and adopt digital user tracking by enabling it in Messenger to deploy it to your websites. The snippet generated by your Messenger deployments replaces the legacy tracking snippet. For more information, see Migrate web tracking settings from Predictive Engagement to Messenger.
2. Configure and manage web tracking behavior directly within Messenger as part of the Digital User Tracking settings. For more information, see Migrate web tracking settings from Predictive Engagement to Messenger.
3. Replace any custom event code on your website with the Journey Plugin commands.

What if I need help or have questions?

Contact your Genesys account team. You can also visit Genesys Product Support for more assistance.