Use Google Tag Manager with Genesys Predictive Engagement

AI-generated summary

Genesys Cloud's Predictive Engagement integrates with Google Tag Manager to deploy tracking snippets and enable web communication features on websites through a structured deployment process. The platform provides two primary snippets: the Predictive Engagement tracking snippet for web chat functionality and the Messenger snippet for web messaging (available to Genesys Cloud CX customers). Deployment involves creating a Custom HTML tag within Google Tag Manager, pasting the snippet code enclosed in script tags, applying the All Pages trigger, and publishing the configuration. Google Tag Manager facilitates deployment through prebuilt tags, triggers, and variables that track standard customer journey events such as pageviews and form submissions, while also enabling custom event tracking aligned with specific business requirements. Triggers define conditions for when tags execute and include built-in options such as Form Submission, Element Visibility, Scroll Depth, and Time-based triggers. The Scroll Depth trigger captures vertical and horizontal scrolling events specified in percentages or pixels, while the Element Visibility trigger detects when elements appear on a page. Notable trigger limitations include firing only once per page without manual reset capability, and scroll triggers always firing on non-scrollable pages unless wrapped with conditional code. Tags are code snippets that Google Tag Manager injects and executes when trigger conditions occur. Custom HTML tags support JavaScript, though function calls must be implemented through triggers to avoid errors. Deployed Predictive Engagement snippets enable invocation of Journey JavaScript SDK methods from Google Tag Manager tags, and tags can be suppressed using event.preventDefault() on webpage element listeners. Debug mode is accessible via the Preview button on the account page, displaying a Debug panel in the bottom right corner of integrated pages and enabling console tracking of all webpage events. Genesys Cloud provides diagnostic visibility into tag triggering status, error messages, and variable values during system operations. The documentation notes two feature deprecations: Genesys Predictive Engagement Tracking SDK v1 (with migration recommended to Messenger-based digital user tracking) and ACD Web Chat v2 (with migration recommended to Web Messaging and Messenger). Customers are advised to migrate to current versions to maintain ongoing support and access to updated functionality. The platform includes a feedback mechanism allowing users to report issues or provide positive feedback regarding documentation accuracy, clarity, and content organization, with user role capture and privacy policy acknowledgment required for submission.

Feature deprecations:

Genesys will no longer support Genesys Predictive Engagement (GPE) Tracking SDK v1, which is available to customers via the legacy tracking snippet under Predictive Engagement. All customers are encouraged to migrate to digital user tracking via Messenger. For more information, see .

About the tracking snippets

Customers who want to use web chat must use the Predictive Engagement tracking snippet. This snippet deploys Predictive Engagement tracking on your website and also allows you to use the web chat feature.

Genesys Cloud CX customers who want to use web messaging instead of web chat must use the Messenger snippet. This snippet deploys Predictive Engagement tracking on your website and also allows you to use the web messaging feature.

About Google Tag Manager

When you use Google Tag Manager to deploy Genesys Predictive Engagement tracking, Genesys Predictive Engagement tracks standard customer journey events including pageviews and form entries. You can also use Google Tag Manager’s prebuilt tags, triggers, variables, to track other events that are specific to your webpage and business needs.

For more information about using Google Tag Manager, see Google’s Tag Manager Help.

With the help of Google Tag Manager, you can deploy:

Messenger snippet
Predictive Engagement tracking snippet

Deploy the Messenger snippet with Google Tag Manager

To deploy the Messenger snippet (available to Genesys Cloud CX customers only), complete these steps:

In Genesys Cloud CX Admin under Message, click Messenger Deployments.
Click the name of the Messenger deployment to deploy.
In the Deploy your snippet section, click Copy to Clipboard.
In Google Tag Manager, create a Custom HTML tag.
Paste the snippet into the body of the Custom HTML tag.
Enclose the JavaScript code with <script > tags. Ensure that you unescape the snippet code to remove the new line escaped characters.
Save the tag.
Select the All Pages trigger.
Save the tag with a meaningful name, such as Messenger Tag.
Click Submit and then click Publish. The tag publishes to all pages on your website.

For more information, see Deploy Messenger in the Genesys Cloud CX Resource Center.

Deploy the Predictive Engagement tracking snippet with Google Tag Manager

This video shows you how to use Google Tag Manager to deploy the Genesys Predictive Engagement tracking snippet on your website.

To deploy the Predictive Engagement tracking snippet, complete these steps:

In Google Tag Manager, create a new trigger and select DOM Ready as the type.
Create a new tag and select Custom HTML for the type.
Configure the tag to use the new DOM Ready trigger.
In Genesys Predictive Engagement, copy the tracking snippet.
In Google Tag Manager, paste the snippet in the new Custom HTML tag.
Save your changes and publish your workspace.

Triggers

A trigger is a condition that defines when a tag must run. Google Tag Manager provides a collection of built-in triggers. You can also create your own trigger.

This example shows the Form Submission trigger, which launches when the visitor clicks Sign up to submit the form.

Tip

Track submission errors with the built-in Element Visibility trigger. If an error message appears on the page, you can assume that the form contains errors and take appropriate actions. You can also track field-related error messages the same way.

Example trigger: track when a visitor scrolls

This example shows how to use the Scroll Depth trigger to capture vertical and horizontal scrolling events on webpages.

This trigger can fire either on all webpages or on a subset of pages that match the conditions that you specify
Specify the vertical and horizontal scroll depths in either percent or pixels.
Separate multiple values with commas.

Note: The Enable this trigger on Window Load (gtm.load) option makes sense only when the whole content of the webpage loads.

Limitations

The trigger can run only once per webpage. You cannot reset it manually. If a page is not scrollable, the trigger always fires. To avoid the trigger always firing, wrap the tag with the following code:

if ($(document).height() > $(window).height()) { /* your tag code */ }

Example trigger: track how long a visitor stays on a page

This example shows how to define a trigger to track whether a webpage remains open for 3 seconds.

Example trigger: form submission error

The Element Visibility trigger fires when an element is shown on the page. It is useful to catch form submission errors (such as when a field validator error message appears.)

Suppress triggering a tag

To prevent a tag from triggering, use event.preventDefault() on a webpage element listener.

Debug

To run Google Tag Manager integration in debug mode, click Preview on your account page. Debug appears on the bottom right corner of each integrated page on your website.

Use the console to track all events on the webpage. You can see information such as which tags have or have not triggered, error messages, and values of the variables.

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