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Preview: Personalize messages, make journey decisions based on web interactions

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Important

A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.

Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. Preview features aren’t meant for production use, especially to process personal data or other data that are subject to legal or regulatory compliance requirements.

Note

This feature will be available in all regions on December 20, 2024.

In Customer Insights - Journeys, you can track and leverage your customers’ online behavior to deliver personalized experiences across your digital channels. For example, you can boost conversions and customer loyalty by sending tailored offers after customers visit your website and show interest in a product or service. By tracking additional data about customers' online journeys, you can gain valuable insights into your customers' preferences and needs and easily measure your campaign’s effectiveness. Web tracking helps you understand website usage by capturing:

  • Website visits: Captured every time a known customer visits a page on your website.
  • Website link clicks: Captured every time a known customer selects a link such as a banner on your website.

Set up web tracking

To enable website tracking, you must add JavaScript code generated by Customer Insights - Journeys to each website that you want to track. The JavaScript code uses cookies to record each page that an individual browser requests from your website. Learn more: How the real-time journeys app uses cookies.

Important

The website tracking script that is supplied by this feature attempts to set a cookie for all visitors to your site. If your site includes a feature that allows visitors to opt-out of cookies, the website tracking script still attempts to set its cookie even for visitors who have opted-out. If you want to fully respect the opt-out preference of your site visitors, you must modify the website tracking script as required so that it also works with your site's opt-out mechanism.

Tip

Many countries and regions (including the European Union) require that you get consent before setting a cookie on a user's machine. It's your organization's responsibility to be aware of, and conform to, all relevant laws and regulations in the markets where you operate, including consent to set cookies. Read more about the EU regulations: Cookies and similar technologies. Learn more: How the real-time journeys app uses cookies.

To set up web tracking:

  1. Navigate to Settings > Feature switches > Tracking > Web Tracking. You need to enable the feature (in preview).

  2. Now, go to the Web Tracking option under the Customer Engagement section on the left menu. This is the tracking script that you must place on your website that you want to track. It's read-only.

    Screenshot of tracking script to copy.

  3. Copy the JavaScript code (be sure to select all of it) and place it in the <head> tag of your website. Make sure you don't already have a script set up for your site.

Personalize customer experiences based on web interaction

Web interactions can be utilized to create personalized customer experiences in the following ways:

  • As triggers to initiate a real-time journey to known contacts or leads.

    Screenshot of using a web interaction as a trigger.

  • In an if/then branch to respond to your customers’ website actions.

    Screenshot of using a web interaction in an if/then branch.

In both instances, you can define conditions based on webpage URL, webpage title, etc., to differentiate the experience based on a specific web property or specific web action such as viewing the shopping cart.