Migrate from web chat to web messaging for digital user tracking and Predictive Engagement

AI-generated summary

Genesys Cloud is discontinuing support for ACD Web Chat v2 and legacy Predictive Engagement web chat versions, requiring customers to migrate to Web Messaging and Messenger. This transition enhances customer journey data tracking by enabling native digital user tracking within Messenger, eliminating the need for separate web chat widgets and the Predictive Engagement Tracking snippet. The migration requires appropriate licensing (Genesys Cloud CX 2, CX 3, CX 4, or Digital Add-on II) and Web Deployments permissions. Implementation involves removing the Predictive Engagement Tracking snippet to prevent double tracking, enabling Digital User Tracking under Channel Setup in Messenger configuration, selecting Messenger-Specific Settings for web tracking configuration, and manually reconfiguring existing Predictive Engagement action maps from web chat to web messaging action types. The web messenger snippet deployment replaces web chat widgets for capturing journey insights, and users must update action maps to reflect the transition from web chat to web messaging functionality. The configuration process utilizes a Select action type dialog box interface within Genesys Cloud. Users access web messaging functionality by selecting the Web messaging option and completing setup by clicking Finish. The workflow supports multiple action type configurations, allowing users to repeat selection and modification steps for each additional action type before saving changes. The system includes a feedback mechanism for reporting issues, rating content clarity and usefulness, and specifying user roles (Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support). Related documentation covers web messaging configuration, Architect functionality, digital user tracking, integration with Adobe Launch and Google Tag Manager for Genesys Predictive Engagement, and action map creation, with community support resources available for additional assistance.

Series: Web chat to web messaging migration guide

Previous suggested step: Analytics impact from web chat to web messaging migration

Next suggested step: Enable authenticated web messaging

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: . All existing customers are encouraged to migrate to Web Messaging and Messenger.

PrerequisitesClick to expand

The migration from web chat to web messaging improves the ability to track customer journey data. After you configure the web messenger in Genesys Cloud and then deploy the messenger snippet, you no longer need the web chat widget to capture journey insights.

Before you begin

Review the following articles:

Steps to take

Enable digital user tracking within Messenger and manually update each action map from web chat to web messaging. To perform this task, follow these steps:

In your website, remove the Predictive Engagement Tracking snippet.
Note: Digital User Tracking is offered natively as part of Messenger. The Predictive Engagement Tracking snippet is no longer necessary as it is only required for Web Chat action type. Ensure that the Tracking Snippet is removed from your web domains when deploying Messenger to avoid double tracking.
In Genesys Cloud, select and configure your Messenger configuration:
1. Click Menu > Digital and Telephony > Message > Messenger Configurations.
2. Under Channel Setup, enable Digital User Tracking.
3. Under Behavior, click to expand Digital User Tracking Configuration.
4. Under Web Tracking Settings, ensure that Messenger-Specific Settings is selected. This option defines unique web tracking settings for your Messenger Configuration.
5. Click Next and review the configuration.
6. Click Publish New Version.
Update Predictive Engagement action maps that use the web chat action:
1. Click Admin.
2. Under Predictive Engagement, click Action Maps.
3. Click Menu > Orchestration > Predictive Engagement > Action Maps.
4. Click an action that currently maps to the web chat type. The action’s configuration opens.
5. Next to Select action, click Configure. The Select action type dialog box opens.
6. Click Web messaging.
7. Click Finish.
8. Repeat steps c-f for each action type to change.
9. Repeat steps b-d for each action type to change.
Click Save.

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