Configure web tracking

AI-generated summary

Genesys Cloud is modernizing its web tracking capabilities by transitioning from legacy ACD Web Chat v2 and Predictive Engagement tracking to Web Messaging and Messenger with Digital User Tracking. The system offers two configuration pathways: Messenger-Specific Settings for current implementations and Predictive Engagement Settings for legacy systems, both supporting identical tracking parameters including allowed domains, excluded IP addresses, URL query parameters, URL fragments, and site searches. Core tracking functionality includes IP address exclusion, URL parameter filtering, fragment tracking, and site search monitoring with customizable settings for different web properties. Implementation requires Journey Settings permissions and properly deployed Genesys Messenger with Digital User Tracking enabled, which automatically records web visits and logs page viewed events for all tracked website visitors. Configuration management occurs through Menu > Digital and Telephony > Message > Messenger Configurations for Messenger-based tracking, while legacy systems access Menu > Orchestration > Predictive Engagement > Predictive Engagement Settings. The implementation workflow requires publishing changes as either a new version for existing configurations or initial configuration for new deployments, then assigning the updated version to the Messenger deployment and clicking Publish Deployment for immediate application. Users can customize web tracking behavior by accessing the Behavior step and selecting Messenger-Specific Settings, which is enabled by default for new configurations. Available tracking configuration options include excluding specific IP addresses and URL query parameters, toggling URL fragment tracking, and specifying URL query parameters for site search tracking. Web domain access restrictions can be configured through the Messenger deployment process, and changes must be saved to take effect. Genesys will discontinue support for Genesys Predictive Engagement Tracking SDK v1 and strongly recommends migrating to modernized Messenger-based settings for improved functionality and long-term support sustainability. Legacy settings remain available only for backward compatibility with existing GPE Tracking Snippet deployments, with migration guidance available in the Migration guide.

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 .

PrerequisitesClick to expand

Digital User Tracking applies the standard behavior; any visitor navigating your tracked website is recorded as a web visit, and each page they view and each URL change are logged as a page viewed event. You can optionally use the web tracking settings to refine this behavior and customize how tracking works on your website. This article explains how to selectively configure who or what to track, using the web tracking settings.

Configure web tracking from Messenger (recommended)Click to expand

This section describes the procedure to configure unique web tracking settings tailored to the tracking needs of your different web domains directly in Messenger.

To configure dedicated Web Tracking Settings directly from Messenger, follow these steps:

Click Menu > Digital and Telephony > Message > Messenger Configurations.
Navigate to and click an existing Messenger configuration for which you want to configure the Web Tracking Settings. The existing Messenger configuration by default opens the Review (Review before publishing) step. To create a new Messenger configuration, see Configure Messenger.
Click the Channel Setup (Choose Digital Channels) step.
Under Choose a Digital Channel you want to set up, select Digital User Tracking.
Navigate to and click the Behavior (Customize behavior) step.
(Optional) Under Digital User Tracking configuration, select Messenger-Specific Settings to configure the following Web Tracking settings for your specific web tracking needs. For new messenger configurations, this option is selected by default. If you decide to apply the legacy settings to your Messenger configuration, configure web tracking from Predictive Engagement Settings.
- Exclude IP Addresses – specify any IP addresses to be excluded from tracking.
- Exclude URL Query Parameters – specify any URL query parameters that you want Digital User Tracking to ignore.
- Track URL Fragments – toggle the button to on if you want to track URL fragments.
- Track Site Searches – specify URL query parameters used for user search to track search terms.
Click Next to review your Messenger Configuration.
Publish the changes.
- For an existing Messenger configuration, click Publish New Version.
- For a new Messenger configuration, click Publish Configuration to create the first version of this Messenger configuration.
In your Messenger deployment, assign the new version containing your changes.
Click Publish Deployment to instantly apply the new configuration. For more information about deploying a messenger, see Deploy Messenger.

Configure Web Tracking from Predictive Engagement SettingsClick to expand

The Web Tracking settings under Genesys Predictive Engagement (GPE) are globally shared between the GPE Tracking Snippet deployments and Messenger configurations with Global Settings (Legacy) enabled in the Digital User Tracking configuration. The legacy Web Tracking settings remain available as they are still required by the legacy tracking snippet in GPE. However, Genesys strongly recommends migrating to the new modernized Web Tracking settings in Messenger, offered by Digital User Tracking for improved functionality and long-term support. For more information about migration, see the Migration guide.

To configure the legacy Web Tracking settings under the Genesys Predictive Engagement settings, follow these steps:

Click Menu > Orchestration > Predictive Engagement > Predictive Engagement Settings.
In the Tracking Settings tab, specify the following:
- Allowed Domains – specify the allowed domains only if you’re using the legacy Tracking Snippet. To configure web domains in Messenger, see Restrict domain access step in Deploy Messenger.
- Exclude IP Addresses– specify any IP addresses to be excluded from tracking.
- Exclude URL Query Parameters – specify any URL query parameters that you want Digital User Tracking to ignore.
- Track URL Fragments – toggle the button to on if you want to track URL fragments.
- Track Site Searches – specify URL query parameters used for user search to track search terms.
Save your changes.

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Configure web tracking

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