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 events generated by the legacy GPE Tracking SDK were used to configure proactive web chat offers in Genesys Predictive Engagement. Since web chat will be deprecated, customers are encouraged to migrate to Messenger, which provides digital user tracking as the latest tracking solution. This helps ensure continuity of event tracking, uninterrupted real-time customer journeys, and compatibility with Genesys Predictive Engagement for configuring 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 if it depends on APIs or fields associated the legacy GPE Tracking SDK. Since these APIs and fields are tied to the web chat functionality that will be deprecated, this transition may include breaking changes and require customer action.

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.