Migrate from web chat to web messaging for digital user tracking and Predictive Engagement

AI-generated summary

Genesys Cloud web messaging improves customer journey tracking compared with previous web chat. Migrating to web messaging requires configuring and deploying the Genesys Cloud messenger, enabling journey tracking, and updating Predictive Engagement action maps from web chat to web messaging. This process involves selecting web messaging as the action type in the configuration dialog for each impacted action map. Key details include reconfiguring Global settings for Messenger, confirming journey tracking is enabled for the Messenger channel, and manually updating each action map that currently uses web chat to use web messaging instead.

Series: Web chat to web messaging migration guide

Previous suggested step: Analytics impact from web chat to web messaging migration

Next suggested step: Enable authenticated web messaging

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

The migration from web chat to web messaging improves the ability to track customer journey data. After you configure the web messenger in Genesys Cloud and then deploy the messenger snippet, you no longer need the web chat widget to capture journey insights.

Before you begin

Review the following articles:

Steps to take

Enable digital user tracking within Messenger and manually update each action map from web chat to web messaging. To perform this task, follow these steps:

In your website, remove the Predictive Engagement Tracking snippet.
Note: Digital User Tracking is offered natively as part of Messenger. The Predictive Engagement Tracking snippet is no longer necessary as it is only required for Web Chat action type. Ensure that the Tracking Snippet is removed from your web domains when deploying Messenger to avoid double tracking.
In Genesys Cloud, select and configure your Messenger configuration:
1. Click Menu > Digital and Telephony > Message > Messenger Configurations.
2. Under Channel Setup, enable Digital User Tracking.
3. Under Behavior, click to expand Digital User Tracking Configuration.
4. Under Web Tracking Settings, ensure that Messenger-Specific Settings is selected. This option defines unique web tracking settings for your Messenger Configuration.
5. Click Next and review the configuration.
6. Click Publish New Version.
Update Predictive Engagement action maps that use the web chat action:
1. Click Admin.
2. Under Predictive Engagement, click Action Maps.
3. Click Menu > Orchestration > Predictive Engagement > Action Maps.
4. Click an action that currently maps to the web chat type. The action’s configuration opens.
5. Next to Select action, click Configure. The Select action type dialog box opens.
6. Click Web messaging.
7. Click Finish.
8. Repeat steps c-f for each action type to change.
9. Repeat steps b-d for each action type to change.
Click Save.

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