Advanced tracking with cookies

Learn how to use the Journey JavaScript SDK to refine how Genesys Predictive Engagement tracks customer data. Alternatively, you can refine tracking using your preferred tag manager. For more information, see [[ATC/Current/AdminGuide/About_event_tracking|]].

About web messaging

Feature coming soon: Web messaging

This article only applies to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat. To use web messaging, you configure tracking through the Messenger JavaScript SDK instead of deploying a tracking snippet.

About advanced tracking

Use init options to change how Genesys Predictive Engagement sets cookies and how you track your visitors across subdomains or multiple domains.

Cookie options

By default, the Journey JavaScript SDK sets the cookie expiration date and determines the cookie domain. To customize these settings, use the following parameters with the init method.

me	Description	Default
allowedLinkers	An array of domains that are allowed to link into the current domain for cross-domain tracking	Null
autoLink	All links to the specified domains on the site will be augmented to contain information that allows the linked page to continue the current tracking session	Null
cookieDomain	Determines the domain on which the cookies are set	The highest level domain possible
cookieExpires	Specifies the expiration time in seconds for the actmi, _actmu and _actvc cookies. For example, 1 year = 365 days * 24 hours * 60 minutes * 60 seconds = 31536000 seconds.	1 year
cookiePrefix	Adds a prefix to the names of the Genesys Predictive Engagement cookies	"_" (underscore)

Example

ac('init', 'YOUR-ORGANIZATION-ID', {
  region: 'YOUR-REGION',
  cookieDomain: 'YOUR-DOMAIN',
  cookieExpires: 31536000,
  cookiePrefix: 'YOUR-PREFIX'
});

Track a domain and its subdomains

By default, to simplify cross-domain tracking implementations, Genesys Predictive Engagement will automatically write cookies to the highest level domain possible. If you manage both a domain and one or more subdomains such as www.example.com, blog.example.com and store.example.com, the cookie domain used to store cookies will be .example.com.

Tracking subdomains in 2 different accounts

For tracking subdomains separately in 2 different accounts, the Genesys Predictive Engagement tracking snippet needs to be customized to specify the desired domain in the init call:

 
ac('init', 'YOUR-ORGANIZATION-ID', {
  region: 'YOUR-REGION',
  cookieDomain: 'subdomain.example.co.uk'
});

Track multiple domains

A default setup will track traffic to each domain (for example: example.com and example.co.uk) independently. Therefore, a visitor arriving in one domain who then proceeds to another domain that is set up with the same tracking account is counted as two separate users with two separate visits/sessions. Each of these comprises the activities (pages visited, and so on) that occurred on each domain.

To enable cross domain tracking, also known as site linking, to bundle together the traffic to both domains, modify the init call in the Genesys Predictive Engagement tracking snippet to allow auto linking to another domains. Suppose you have a site, example.com that links to example.co.uk and vice versa.

To enable tracking across both of these domains, make the following modifications to the Genesys Predictive Engagement tracking snippet in example.com:

 
ac('init', 'YOUR-ORGANIZATION-ID', {
  region: 'YOUR-REGION',
  allowedLinkers: ['example.co.uk'],
  autoLink: ['example.co.uk']
});

Then, modify the Genesys Predictive Engagement tracking snippet in example.co.uk to also allow linking. Specifically, to accept the user tracking cookies from another site, and to enable auto linking to decorate all links pointing to example.com:

 
ac('init', 'YOUR-ORGANIZATION-ID', {
  region: 'YOUR-REGION',
  allowedLinkers: ['example.com'],
  autoLink: ['example.com']
});

Asymmetric site linking

You can set up asymmetric site linking. In this case, you can carry cookies from example.com to example.co.uk but not the other way around. In this case, the Genesys Predictive Engagement tracking snippet in example.com should remove example.co.uk from allowedLinkers, and autoLink should be removed from the Genesys Predictive Engagement tracking snippet added to example.co.uk.