Genesys Cloud allows users to switch between Messenger-Specific Settings and legacy Predictive Engagement Settings for web tracking configuration. Two main methods exist for reverting to Predictive Engagement settings: modifying the current Messenger configuration or deploying a previous version with legacy settings. To modify existing configurations, users navigate to the Digital User Tracking section in the Behavior step, select Global Settings, and confirm the change. This process preserves other Messenger configuration elements while only updating tracking settings. For deployment of previous versions, users can preview available versions to identify ones with global tracking settings and apply them through Messenger Deployments. The system requires reviewing configuration and deployment documentation before making changes, including digital user tracking guidelines. Users can clone previous configurations to preserve Messenger-Specific settings for future use. The platform maintains backward compatibility while encouraging transition to improved Messenger-Specific Settings for web tracking functionality.
Series: Web tracking configuration from messenger guide
Genesys recommends using the improved Messenger-Specific Settings to configure web tracking. However, as you transition to the latest settings, there may be situations that require you to fall back on the legacy Predictive Engagement Settings. In that case, you can always revert the changes and assign global settings to your Messenger configuration anytime. This article describes the different ways that you can revert the web tracking settings from Messenger-Specific Settings to the legacy Predictive Engagement Settings.
There are several ways to revert to your previous tracking behavior defined by Predictive Engagement settings:
Modify your latest Messenger configuration version, or
Deploy a previous Messenger configuration version saved with the legacy settings
Note: If you want to restore and resume modifying your Messenger-Specific web tracking settings at a later stage, you can clone a previous Messenger configuration version containing your latest settings and edit it. For more information about cloning a version, see Clone a version of a Messenger configuration to the draft version.
Modify the Messenger configuration
If you want to retain your latest Messenger configuration, including new settings you defined outside of Digital User Tracking (such as web messaging, co-browse, or other configurations), open your Messenger configuration and edit the latest version. From there, update only the Digital User Tracking configuration as needed.
In your Messenger configuration, in the Behavior step, navigate to Digital User Tracking configuration.
Under Web Tracking settings, select Global Settings.
In the warning message that appears, confirm your selection by clicking Use Global Settings. This clears the Messenger-Specific Settings you defined from this draft.
Publish a new Messenger configuration version to save your changes.
Assign your new Messenger configuration version to the selected Messenger deployments to apply the global settings.
Deploy a previous Messenger configuration version
If the updates in your most recent Messenger configuration version are only located in the Digital User Tracking configuration, and no other settings have changed, you can just redeploy a previous version that was published with the global tracking settings selected. This avoids creating a new Messenger configuration version with identical settings.
In Messenger configurations, click next to your Messenger configuration name.
Select Versions and then preview the available versions to identify the one that was published with global tracking settings.
Go to Messenger Deployments where the most recent configuration version is currently selected.
Change the selected version to the one that uses global tracking settings.
Publish your deployment to apply the changes.
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Revert to Predictive Engagement settings - Genesys Cloud Resource Center