Series: Web tracking configuration from messenger guide

Understand your web tracking settings

Your web tracking implementations are currently controlled by a single, centralized configuration under Predictive Engagement. The same tracking rules are applied across every Messenger deployment within an organization, governing how website URLs are collected and which visitors are tracked. Any change made to the legacy tracking settings affects all deployments, making it difficult to tailor to the unique requirements of individual websites.

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Genesys recommends configuring web tracking at the Messenger configuration level. While the global approach that the legacy web tracking settings offer simplified setup, it also limited the flexibility. In practice, however, each website often has unique tracking requirements based on its purpose, audience, and the data it must collect. The Predictive Engagement configuration model does not accommodate these variations. By defining Messenger-specific web tracking settings, you can now tailor tracking behaviors for each website within its own Messenger configuration. This flexibility ensures that tracking is precisely aligned with the objectives of each digital experience, without affecting other deployments. To learn more about how websites may have different tracking requirements, see Examples of adapting tracking settings by website.

The key benefits of migrating your web tracking configuration to Messenger-specific settings:

Each tracking configuration can be unique and is directly associated to a Messenger configuration.
Track multiple websites sharing similar properties but different web tracking requirements without compromising on the data you must capture.
Selectively apply tracking behavior to one or several Messenger deployments.
Improve collaboration between administrator users by assigning ownership of each Messenger configuration.
Fewer limitations on the number of IP addresses and query parameters are configured.
Test a Digital User Tracking configuration before deploying it to your public-facing environments.

Settings comparison

Features	Messenger-specific settings (recommended)	Predictive Engagement settings (legacy)
Web tracking setup	In one place Directly enable Digital User Tracking, configure web tracking, and deploy to your website from Messenger.	In two different locations Enable and deploy Digital User Tracking via Messenger and configure web tracking in Predictive Engagement.
Number of web tracking configuration	Multiple configurations One set of web tracking configuration per each Messenger configurations to deploy to one or multiple websites.	Single configuration Only one centralized web tracking configuration for all deployments across your organization.
Customization	High flexibility Create unique tracking behaviors adapted to different websites.	Limited Apply the same tracking behavior to your organization’s websites.
Compatibility	Messenger Messenger-specific web tracking settings only apply to Messenger deployments that they’re assigned to.	Messenger and Predictive Engagement’s legacy tracking snippet Predictive Engagement settings automatically apply to the legacy Predictive Engagement tracking snippet and to Messenger configurations saved with legacy settings selected.
Versioning	Yes Any change in the web tracking settings can be saved as a new Messenger configuration version.	No Versioning feature is not available under Predictive Engagement.
Settings	Improved and guided experience Messenger-specific web tracking settings come with additional descriptions and links in the user interface to simplify tracking configuration.	Limited user guidance The current legacy settings lack of contextual information to configure web tracking.

Next Suggested Article: Revert to Predictive Engagement settings