Genesys Cloud's digital user tracking feature enables real-time customer journey monitoring through Messenger, requiring the Predictive Engagement feature and appropriate licensing (CX 1-4 or Digital Add-on II). The system tracks web and mobile events through customizable configurations, with free event tracking available via Genesys AI Experience. Implementation follows a structured process beginning with Messenger configuration, where administrators create or edit configurations to enable tracking and optionally customize web tracking settings to filter audiences and define page views or site searches. After publishing the Messenger configuration, administrators deploy Messenger by creating a deployment and assigning a configuration version before publication. Web tracking is activated by inserting the Messenger snippet into the website, with optional additional web events configured through the journey plugin. Mobile tracking is implemented using Events methods available in the Messenger Mobile SDK for app visitors. The feature supports tracking across different web domains, native applications, and business contexts. Key functionalities include configuring Messenger settings, customizing web tracking parameters, filtering specific audiences, and defining page views and site searches. Custom events can be defined through the Messenger JavaScript SDK, enabling organizations to capture business-specific interactions. Real-time visibility is provided through Live Now, which displays active visitors and enables agents to access customer journey data alongside conversation interactions. Agents can view active visitors and access real-time customer journey data within the conversation view. Administrators can leverage collected data for advanced journey analytics and orchestration use cases, supporting data-driven decision-making and customer experience optimization. The feature integrates with Predictive Engagement and supports migration from legacy web chat and tracking systems, providing a comprehensive solution for organizations seeking to enhance their digital customer engagement capabilities.