Migrate web tracking settings from Predictive Engagement to Messenger

AI-generated summary

Genesys Cloud now enables Digital User Tracking configuration directly through Messenger, replacing the previous Predictive Engagement system. The migration requires specific licenses (Genesys Cloud CX 2-4, Digital variants, or CX 1 Digital Add-on II) and permissions for Journey Settings and Web Deployments. The new system allows for individualized tracking configurations per Messenger deployment, offering more flexible implementation compared to the previous global settings approach. Key features include customer behavior tracking across websites and mobile apps, cost-effective scaling for Genesys AI Experience customers, and backwards compatibility with existing Predictive Engagement settings until new configurations are manually deployed. The system requires Messenger deployment with Digital User Tracking enabled and maintains existing tracking behaviors until new settings are explicitly saved and implemented.

Series: Web tracking configuration from messenger guide

Next suggested step: Start using web tracking settings in Messenger

PrerequisitesClick to expand

Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
Configure the following permissions in Genesys Cloud:
- Journey > Settings > Edit
- Web Deployments > Configurations > All permission
- Web Deployments > Deployments > All permission
Configure and deploy Genesys Messenger with Digital User Tracking enabled.

Digital User Tracking (formerly known as Journey Tracking) can now be provisioned, configured, and deployed directly from Messenger for a faster and simplified implementation experience, at no additional cost for Genesys AI Experience customers. You can continue to collect customer behavior data across your websites and mobile apps at scale, without unpredictable costs.

Digital User Tracking introduces the configuration of web tracking directly in Messenger. Previously, web tracking behavior was exclusively managed globally and defined for your entire organization via Predictive Engagement Settings. Genesys recommends using the latest improved settings to start creating unique tracking configurations tied to an individual Messenger configuration, adapted to the needs of your different websites.

Note: Until you manually save your web tracking settings for each individual Messenger configuration and deploy them, your existing Messenger configuration continues to apply tracking behaviors previously defined in Predictive Engagement to avoid disrupting your current tracking implementations.

Before you begin

Review the following articles:

In this guide

The articles in this series guide you through the impact and migration process of the tracking settings from Predictive Engagement to Messenger-Specific settings.

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