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FAQs: Digital user tracking

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 .

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 .

Do I need to configure web tracking?

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 .

How do I migrate to Messenger-specific web tracking settings from the global settings of Genesys Predictive Engagement?

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 .

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 .

What data is captured by digital user tracking when a visitor navigates in my website or mobile app?

Genesys recognizes that every customer’s journey is unique and requires numerous data attributes. By default, digital user tracking captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segments to the customer.

For a full list of the data attributes that Genesys supports, see , , , and .

Does digital user tracking comply with GDPR?

As part of the Genesys Cloud CX platform, digital user tracking complies with GDPR regulations. For more information about Genesys Cloud CX and GDPR, see . 

Can I use digital user tracking at no additional cost?

Digital user tracking is free for Genesys AI Experience customers. Customers who have any of the following licenses can use digital user tracking free of charge:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital
  • Genesys Cloud CX 4
You can start tracking web and app events at scale without needing to consume any AI Experience tokens. Previously, Genesys Predictive Engagement charges relied on digital user tracking usage, billed per-event volume. However, with digital user tracking being available free of charge, Genesys Predictive Engagement is no longer a paid feature requiring any AI Experience tokens. Outside of Genesys Cloud AI Experience, digital user tracking continues to follow a per-event pricing model. To benefit from web and mobile tracking free of charge, we recommend Genesys Cloud AI Experience. For more information, see  and .

Is digital user tracking replacing Genesys Predictive Engagement?

Digital user tracking does not replace . Previously, web and mobile tracking were embedded within Predictive Engagement through the journey tracking feature. With digital user tracking, tracking has evolved into an independent capability that is provisioned, configured, and deployed directly from Messenger, for a simplified implementation experience, at no additional cost for Genesys AI Experience customers.

Digital user tracking collects and contextualizes visitor behavior data across your websites and mobile apps, while Predictive Engagement continues to focus on real-time, proactive customer engagement and acts on that insight to deliver personalized, timely interactions.

Digital user tracking provides the data foundation to power other event-driven Genesys solutions beyond Predictive Engagement, such as .