Understand your web tracking settings

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across all digital deployments organization-wide, enabling precise alignment of tracking behaviors with specific website objectives and audience requirements. The platform offers multiple key advantages over the legacy Predictive Engagement system. Administrators can create unique tracking configurations directly associated with each Messenger deployment, allowing organizations to track multiple websites with different requirements without compromising data capture. The system supports configuration ownership assignment for improved administrator collaboration, increased limits for IP addresses and query parameters, and testing capabilities for Digital User Tracking configurations prior to public deployment. Web tracking setup is consolidated in a single location within Messenger rather than requiring configuration across two separate systems. Messenger-specific settings provide multiple configuration options per deployment, high customization flexibility, versioning capabilities for tracking configuration changes, and an improved user interface with contextual guidance and descriptive information. Administrators can selectively apply tracking behavior to specific Messenger deployments while maintaining backward compatibility with existing implementations. A notable distinction exists in compatibility scope: Messenger-specific settings apply only to assigned Messenger deployments, whereas legacy Predictive Engagement settings automatically apply to both Predictive Engagement tracking snippets and Messenger configurations using legacy settings. Implementation of Messenger-specific web tracking requires knowledge of web messaging, Messenger configuration, and Digital User Tracking. This approach addresses fundamental limitations of the legacy system by eliminating the need for organization-wide changes when adjusting tracking behaviors for individual deployments, thereby providing organizations with greater control and flexibility over their web tracking infrastructure.

Series: Web tracking configuration from messenger guide

Previous suggested step: Start using web tracking settings in Messenger

Next suggested step: Revert to Predictive Engagement settings

Your web tracking implementations are currently controlled by a single, centralized configuration under Predictive Engagement. The same tracking rules are applied across every Messenger deployment within an organization, governing how website URLs are collected and which visitors are tracked. Any change made to the legacy tracking settings affects all deployments, making it difficult to tailor to the unique requirements of individual websites.

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Recommendations

Genesys recommends configuring web tracking at the Messenger configuration level. While the global approach that the legacy web tracking settings offer simplified setup, it also limited the flexibility. In practice, however, each website often has unique tracking requirements based on its purpose, audience, and the data it must collect. The Predictive Engagement configuration model does not accommodate these variations. By defining Messenger-specific web tracking settings, you can now tailor tracking behaviors for each website within its own Messenger configuration. This flexibility ensures that tracking is precisely aligned with the objectives of each digital experience, without affecting other deployments. To learn more about how websites may have different tracking requirements, see Examples of adapting tracking settings by website.

The key benefits of migrating your web tracking configuration to Messenger-specific settings:

Each tracking configuration can be unique and is directly associated to a Messenger configuration.
Track multiple websites sharing similar properties but different web tracking requirements without compromising on the data you must capture.
Selectively apply tracking behavior to one or several Messenger deployments.
Improve collaboration between administrator users by assigning ownership of each Messenger configuration.
Fewer limitations on the number of IP addresses and query parameters are configured.
Test a Digital User Tracking configuration before deploying it to your public-facing environments.

Settings comparison

Features	Messenger-specific settings (recommended)	Predictive Engagement settings (legacy)
Web tracking setup	In one place Directly enable Digital User Tracking, configure web tracking, and deploy to your website from Messenger.	In two different locations Enable and deploy Digital User Tracking via Messenger and configure web tracking in Predictive Engagement.
Number of web tracking configuration	Multiple configurations One set of web tracking configuration per each Messenger configurations to deploy to one or multiple websites.	Single configuration Only one centralized web tracking configuration for all deployments across your organization.
Customization	High flexibility Create unique tracking behaviors adapted to different websites.	Limited Apply the same tracking behavior to your organization’s websites.
Compatibility	Messenger Messenger-specific web tracking settings only apply to Messenger deployments that they’re assigned to.	Messenger and Predictive Engagement’s legacy tracking snippet Predictive Engagement settings automatically apply to the legacy Predictive Engagement tracking snippet and to Messenger configurations saved with legacy settings selected.
Versioning	Yes Any change in the web tracking settings can be saved as a new Messenger configuration version.	No Versioning feature is not available under Predictive Engagement.
Settings	Improved and guided experience Messenger-specific web tracking settings come with additional descriptions and links in the user interface to simplify tracking configuration.	Limited user guidance The current legacy settings lack of contextual information to configure web tracking.

Features

Messenger-specific settings (recommended)

Predictive Engagement settings (legacy)

Web tracking setup

In one place

Directly enable Digital User Tracking, configure web tracking, and deploy to your website from Messenger.

In two different locations

Enable and deploy Digital User Tracking via Messenger and configure web tracking in Predictive Engagement.

Number of web tracking configuration

Multiple configurations

One set of web tracking configuration per each Messenger configurations to deploy to one or multiple websites.

Single configuration

Only one centralized web tracking configuration for all deployments across your organization.

Customization

High flexibility

Create unique tracking behaviors adapted to different websites.

Limited

Apply the same tracking behavior to your organization’s websites.

Compatibility

Messenger

Messenger-specific web tracking settings only apply to Messenger deployments that they’re assigned to.

Messenger and Predictive Engagement’s legacy tracking snippet

Predictive Engagement settings automatically apply to the legacy Predictive Engagement tracking snippet and to Messenger configurations saved with legacy settings selected.

Versioning

Yes

Any change in the web tracking settings can be saved as a new Messenger configuration version.

Versioning feature is not available under Predictive Engagement.

Settings

Improved and guided experience

Messenger-specific web tracking settings come with additional descriptions and links in the user interface to simplify tracking configuration.

Limited user guidance

The current legacy settings lack of contextual information to configure web tracking.

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