Series: Web tracking configuration from messenger guide

Until you manually migrate your current Messenger configurations to Messenger-Specific web tracking settings, they will continue to use the legacy settings defined in Predictive Engagement. The new Digital User Tracking configuration in your Messenger configuration offers the following options allowing you to try the latest web tracking settings and migrate at your own pace:

• Messenger-Specific Settings (Recommended): Select this option to enable the new web tracking settings and start defining unique tracking behaviors for each Messenger configuration.
• Global Settings (Legacy): This option is selected by default to ensure that your Messenger configurations continue to apply the same tracking behavior, dictated by the legacy settings of Predictive Engagement that you defined prior to the introduction of Digital User Tracking configuration in Messenger. You can leave this option selected until you’re ready to migrate.

Before you begin

Review the following articles:

• Get started with web messaging
• About web messaging
• Configure and deploy Genesys Messenger
• About Digital User Tracking

Steps to take

1. In your Messenger configuration, enable Digital User Tracking in Channel Setup.
2. In Behavior, under Digital User Tracking configuration, select Messenger-Specific Settings to enable the latest web tracking settings.
3. (Optional) Refine the tracking behavior if needed:
   1. To migrate specific settings you previously defined in the legacy settings of Predictive Engagement, add their values to Messenger-Specific Settings to save them to the Messenger configuration without impacting your other deployments. After these values are migrated, you can remove them from the legacy settings to ensure that they are no longer applied across your organization’s deployments.
   2. You can safely define new web tracking settings that may have conflicted with existing values if they were added to the legacy settings, now separated by Messenger configurations to eliminate any risk of sharing conflicting settings globally.
4. Publish a new Messenger configuration version to save your changes.
5. Assign your new Messenger configuration version to the selected Messenger deployments to apply your settings instantly.

To learn more about the web tracking settings, see Configure web tracking.

Make sure to test the web tracking settings you configure before deploying them to your environments running in production. In case you must rely on your legacy settings, you can edit your Messenger configuration anytime to apply the global settings of Predictive Engagement to your configuration again. To revert to those settings, see the detailed steps in Revert to Predictive Engagement Settings.