Predictive Engagement Journey tracking across subdomains

[atul.kaushal]

Hi team,

We have deployed Web messaging script across two domains "www.xyz.com" and "abc.xyz.com" and have enabled Predictive Engagement tracking. We have deployed the same deployment (code snippet) across these two domains using GTM because we want to track customers' journey across these sub domains

I can track customer on "www" subdomain and all their visits on multiple pages are tracked in Live or Segment view, but as soon as they move to subdomain "abc", the tracking is lost and it stops at the last visited page on "www.". I can also see Genesys events being fired(debugged) so I am sure that GTM scripts have successfully been injected in both subdomains.

I am not sure if it is a configuration issue or Predictive Engagement doesn't allow to track journey customers across subdomains?

Please help and advise.

Thanks in advance,

[Angelo_Cicchitto]

Currently Messenger (including Web Tracking) is isolated within each Sub-Domain, for the maximum level of privacy: we are planning to remove this constraint and support session persistence across Sub-Domains (within the same parent domain), see this Idea for tracking > Genesys Cloud Ideas Portal

[atul.kaushal]

Thanks for your response @Angelo_Cicchitto !