Configure web tracking

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: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

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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