Where should I configure digital user tracking?

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.