Messenger - Google Tag Manager Tracking Snippet

Web Messaging
1

Hello,

We've recently deployed Web Messenger to our website, we are also looking at leveraging Predictive Engagement and have some questions about configuring using the tracking snippet. We currently track visitor activity through Google Tag Manager and would like to configure custom events with GTM.

Our first business case with Predictive Engagement is to identify a segment of our visitors using Google Tag Manager.

  1. Is there a way we can deploy & configure the tracking snippet using Google Tag Manager?
    a) This is our preferred option as we already track visitor activity with GTM
    b) With GTM, no additional website code is required

We've followed the steps to "Use Google Tag Manager with Genesys Predictive Engagement." However, we are running into some issues.

  1. The page counts are not displaying the correct counts
    image
  2. Messenger invites and content offers are not working
2

Hi @Jaime_Perez

For clarity, that article you posted applies to legacy GPE, when working for Web Chat only.
For Web Messaging & Messenger, there's only one snippet that already includes Journey Tracking (you just need to enable it within Messenger Configuration (step 6.f) and then follow the deployment example with Google TM here.
Also note that with Messenger (since it's async) we would show the proactive Messaging offer only if conversation hasn't started yet. That's probably why you don't always see the offer, if conversation has already previously started.

3

Hi @Angelo_Cicchitto

I appreciate the clarity here. Reading the "Deploy Messenger" article looks like we are able to deploy messenger separately using Google TM.

Are there any options to configure PE with messenger using Google TM similar to the legacy chat code? I'm asking because we've already manually deployed the code to our website and as I'm understanding it, we may need to remove the code to redeploy if we want to configure using Google TM. Is that correct?

In addition, if we were to redeploy using Google TM, are we able to call the different journey plugins? I'm assuming content offers would work as well? Just want to make sure this is possible.

Thank you.

4

Hey Jaime - when you say you already manually deployed the code to our website are you referring to legacy GPE tracking code? If that's the case, then you have to remove it, in case you are using new Messenger. The new Messenger already embeds the tracking portion of GPE.
In general, Google TM is a convenient replacement to manual deployments, and allows for easier & faster changes to your website logic, all centrally managed. If you already have Google TM running on your website, I believe you may want to leverage that as much as possible. Ultimately it is your choice.
Yes, Content Offers are included also with new Messenger snippet.

5

Hey @Angelo_Cicchitto, thanks for the response. When I mentioned manually deployed, I'm referring to adding the code snippet to our website versus deploying using Google TM as you are recommending. However, we are planning to redeploy using Google TM.

If we were to redeploy the code using Google TM, does the code support Single Page Applications? I'm assuming that is the case but would like confirmation. Thank you.

6

Yes, Single Page Applications are supported

7

Hi @Angelo_Cicchitto - I was hoping I could get some guidance on the below.
We are testing messenger deployment through Google TM. However, we are running into an issue with the show/hide command. We'd like to use logic to hide specific pages and show the messenger widget when triggered by business logic but we are receiving an error message with the command. I did escalate to Care but was hoping I could get a quick answer on here. I appreciate the help so far. Thanks.

Error message:

image
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Here is an example of the custom HTML tag:

image
image834×571 92.5 KB

8

Hi @Jaime_Perez, this error means that the right configuration option wasn't selected for Launcher button in your Messenger Admin UI configuration.

Selecting the following option "Hide until triggered by business logic" should enable those commands for you to work.

Screen Shot 2023-03-09 at 11.00.49 PM
Screen Shot 2023-03-09 at 11.00.49 PM1136×428 32.8 KB

9

@Ranjith_Manikante_Sa - Thanks for the prompt response. I switched the logic and the command is working now, I appreciate the help.

10

Hello, thank you all for the support. We have messenger deployed through Google TM and testing is going well. We are planning to move the code to production later this week. However, we would like to know if there is a way that we can send data through this setup to Google Analytics. For example, can we send data to Google Analytics if we engage with a site visitor using the PE messenger invite? We track visitor activity and want to understand if there is a way that we can send data to Google Analytics for tracking.

11

If you look through here https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/ you will find many events you can subscribe to. For example, one is Journey.qualifiedWebMessagingOffer in the Journey Plugin that will show Web Messaging was offered to a browser. You can subscribe and define a callback function that you want to execute and that can use the Google Analytics plugin that you load before the Messenging snippet. For example:

<script>

(function (g, e, n, es, ys) {
g['_genesysJs'] = e;
g[e] = g[e] || function () {
(g[e].q = g[e].q || []).push(arguments)
};
g[e].t = 1 * new Date();
g[e].c = es;
ys = document.createElement('script'); ys.async = 1; ys.src = n; ys.charset = 'utf-8'; document.head.appendChild(ys);
})(window, 'Genesys', 'https://apps.mypurecloud.de/genesys-bootstrap/genesys.min.js', {
environment: 'xxx',
deploymentId: 'xxx'
});

Genesys("subscribe", "Messenger.opened", function() {gtag('event','Engage',{'event_category':'GPEWM','event_label': 'Messenger opened'});});
Genesys("subscribe", "Conversations.started", function() {gtag('event','Engage',{'event_category':'GPEWM','event_label': 'Messenger Conversation started'});});
Genesys("subscribe", "Messenger.closed", function() {gtag('event','Engage',{'event_category':'GPEWM','event_label': 'Messenger Closed'});});
Genesys("subscribe", "Conversations.closed", function() {gtag('event','Engage',{'event_category':'GPEWM','event_label': 'Messenger Conversation closed'});});    
</script>

First and second script blocks load GA. The last one loads Messenger and has subscriptions sending events to GA that show Messenger behaviour and opening of conversations.

12

@msassoon, I appreciate the response and sharing the example. Thank you!

13

For future consideration, we'll evaluate the possibility to productize this functionality as a Messenger App/Plugin: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-53

14

Hi All -

Quick question. Is there an option to pass customer information with Google TM to display the visitor details in the Live Now view? Right now, we see "UNKNOWN" because we don't use external contacts. However, we are collecting customer name and email when a visitor interacts with us via Messenger. We also have data available for logged-in users.
image

15

I found the Journey.pageview and traits mapping command. Can someone confirm if we are limited to the default values or can we add our own custom traits? Here is the list I see in the "Live View" but there are different traits in the "More info:" link: Map traits to link customer records - Genesys Documentation

Examples in the TraitsMapper:
image

Examples on the Live Now page:
image

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16

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