Digital User Tracking (formerly known as Journey Tracking) can now be provisioned, configured, and deployed directly from Messenger for a faster and simplified implementation experience, at no additional cost for Genesys AI Experience customers. You can continue to collect customer behavior data across your websites and mobile apps at scale, without unpredictable costs.

Digital User Tracking introduces the configuration of web tracking directly in Messenger. Previously, web tracking behavior was exclusively managed globally and defined for your entire organization via Predictive Engagement Settings. Genesys recommends using the latest improved settings to start creating unique tracking configurations tied to an individual Messenger configuration, adapted to the needs of your different websites. 

Before you begin

Review the following articles:

• Get started with web messaging
• About web messaging
• Genesys Cloud tokens-based pricing model
• About Digital User Tracking

In this guide

The articles in this series guide you through the impact and migration process of the tracking settings from Predictive Engagement to Messenger-Specific settings.

• Understand your web tracking settings
• Start using web tracking settings in Messenger
• Revert to Predictive Engagement Settings