Configure mobile tracking

AI-generated summary

Genesys Cloud enables mobile journey tracking by using Predictive Engagement APIs and action maps to observe app user journeys. When customers perform specified actions, Predictive Engagement proactively engages them through messaging offers. Developers can use the messenger mobile SDK and app events APIs to send app events and configure action maps that initiate messaging or orchestration offers. Key capabilities include proactive engagement, journey tracking, and orchestrating messaging offers based on user actions.

PrerequisitesClick to expand

Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II
Genesys AI Experience for free web and mobile events. For more information, see Event pricing for digital user tracking and Predictive Engagement.
Predictive Engagement feature enabled in your organization for tracking dependencies. For more information, contact your designated Customer Success Manager.
The following permissions in Genesys Cloud:
- Web Deployments > Configurations > All
- Web Deployments > Deployments > All

Digital user tracking allows you to track user actions inside your native iOS or Android app and surface those actions as customer journeys in Genesys Cloud. This feature is part of the Messenger Mobile SDK for a highly configurable and independent mobile tracking implementation or tied with mobile messaging to give agents a unified view of a customer journey during an active conversation.

Configure mobile tracking

To configure mobile tracking (Android or iOS), perform the following steps:

Enable digital user tracking – Ensure that you enable digital user tracking in your Messenger configuration and that you publish your latest changes. For more information, see Configure Messenger.
Deploy Messenger – Create a Messenger deployment and assign a suitable version of a Messenger configuration to the deployment. Publish the deployment to obtain the ID necessary to configure the Messenger Mobile SDK. For more information, see Deploy Messenger.
Set up the Mobile SDK – To access the mobile tracking features, set up Messenger Mobile SDK 2.5.0 or later in your native mobile application. For more information, see Getting Started for Android or Getting Started for iOS.
Configure mobile tracking – Configure user data to collect and use the Events method to track customer journeys in your native application. For more information, see mobile tracking for Android or mobile tracking for iOS.

Note: The Messenger Mobile SDK does not collect consent, show privacy prompts, or automatically gate the initialization of tracking or event methods based on any consent your policy requires. Regulating the behavior of mobile tracking and disclosing this data collection in privacy policies and Google Play Data safety declarations are entirely the responsibility of host applications.

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