FAQs: Web messaging

With the introduction of Digital User Tracking (formerly known as Journey Tracking), Genesys recommends configuring web tracking directly within your Messenger configuration. You can find these settings by navigating to Menu > Digital and Telephony > Message > Messenger Configuration > Digital User Tracking and enabling Messenger-specific settings. For more information about web tracking settings configuration, see Configure web tracking.

Previously, web tracking settings were managed globally under Menu > Orchestration > Predictive Engagement > Predictive Engagement Settings > Tracking Settings. These settings applied the same behavior across all Messenger deployments of your organization.

The latest Messenger-specific web tracking settings allow you to define and save tracking behaviors to an individual Messenger configuration. This gives you the flexibility to tailor tracking for each of your websites, ensuring Digital User Tracking aligns with the specific goals and data needs of each experience.

To learn more about the advantages of using Messenger-specific web tracking settings and how it compares to the legacy Predictive Engagement settings, refer to the web tracking comparison table.

No, configuring web tracking is optional. By default, Digital User Tracking applies the standard tracking behavior, that is, 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.

The web tracking settings allow you to refine this behavior and customize how tracking works on your website. You can use these settings to:

• Exclude specific visitors by filtering their IP addresses.
• Include or ignore certain parts of your website URLs, such as fragments or query parameters.
• Collect keywords searched by visitors.

To learn more about the use cases these settings address and how to adapt tracking behavior to your website’s needs, see Examples of adapting tracking settings by website.

Your existing Messenger configurations that rely on the global web tracking settings defined under Orchestration > Predictive Engagement > Predictive Engagement Settings > Tracking Settings will continue to function as before. This ensures that your current tracking implementations deployed to your websites via Messenger remain uninterrupted after the introduction of Messenger-specific web tracking settings.

To start defining tracking behaviors specific to a Messenger, you can edit your Messenger configuration to select the recommended Messenger-specific option in the Digital User Tracking configuration section. You can then define your desired web tracking settings and deploy your changes to apply them to your website. For more information about web tracking settings configuration in Messenger, see Configure web tracking.

Defining tracking behavior at the configuration level lets you tailor tracking to each Messenger deployment and adapt Digital User Tracking to the unique needs of your websites. For more information about migration steps and benefits, see the Migration guide.

The session persistence method set on your Messenger Configuration determines the behavior that occurs when your customer navigates across subdomains of your website and the same Messenger deployment is present.

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Genesys Messenger runs in its own iframe and uses the Web Storage API to store internal vendor-specific identifiers in the browser’s localStorage, using Genesys Cloud as the origin for storage. Because of this, Messenger is not affected by browser deprecations of third-party cookies.

Messenger supports preview of file types only when it is supported by the browser. Each browser has its own set of file types that it can support rendering, so it can vary based on the browser and OS combination.

For example, .mp4 is a standard file type that is supported in all browsers whereas .mov is only supported in Safari and Firefox browsers in iOS. So Messenger uses a browser API to detect if it can support rendering and show preview. If not, it falls back to the download option where the user has to download the file and open in their native app to view. For information about file types preview, see Supported content profiles.

To migrate from co-browse for web chat to co-browse for web messaging, ensure that:

• Configure Messenger with co-browse for web messaging is enabled
• Your agents have the permission Conversation > Cobrowse > Add

When your customers use Messenger to initiate web messaging interactions, agents can propose a co-browse session directly within the conversation.

To migrate from the legacy co-browse for voice to the new co-browse for voice via Messenger, you must consider the timing of when to make the switch as the two versions of co-browse are not cross-compatible. As soon as your agents are assigned Conversation > CobrowseVoice > Add, the generated co-browse Meeting IDs will only work for the Messenger-based version. At the time you wish to switch from legacy to new co-browse, ensure that:

• Your agents have the new permission Conversation > CobrowseVoice > Add.
• Your website provides a way for customers to enter Meeting IDs for the Messenger-based co-browse, not the legacy co-browse deployment. Meeting IDs generated while using Conversation > CobrowseVoice > Add will not be recognized by the legacy co-browse deployment.

Cross sub-domain browsing can be achieved via your session persistence method, assuming both pages contain your Messenger Deployment. Cross domain scenarios are not included and are currently unsupported by Messenger.

Yes, co-browse relies on the Messenger snippet to continue the session when you navigate across pages.

When you enable Humanize your Conversation for your Messenger configuration, Messenger displays a participant name and avatar next to each message that you send.

Any message that an automated reply or bot flow sends on behalf of your brand appears with the bot name and bot avatar that you specified in your Messenger configuration. If you do not define a bot name, no bot name appears. If you do not define a custom bot avatar, Messenger uses the default bot avatar.

When an agent sends a message, Messenger displays the name and avatar as follows:

• If the agent has an alias and image defined, these are used. For more information, see Add an agent alias and image.
• If the agent has an alias defined but does not have an image defined, a generated avatar with their first initial is displayed.
• If the agent does not have an alias or image defined, the agent fallback avatar is used. 
• If the agent does not have an alias defined, no name is displayed.