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tomas_balciunas
New Participant
July 5, 2016
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Visitor ID service and Cross domain

  • July 5, 2016
  • 11 replies
  • 7673 views

To begin with, since we implemented visitor ID service (and started using first party cookie for visitor id) our cross domain tracking got f*cked. 

The scenario is

- a visitor lands on www.rackspace.co.uk

- clicks on start a chat button and a new pop up come up

- when a visitor types in something in the chat box event77 fires 

The issue is that now in marketing channels 60% of event77 go to session refresh channel. This would suggest that the chat window sees it as a new session but I maybe it simply sees it as a new visitor with a new ID. Could someone help out as I have no idea how to fix it. 

 

Thanks for the help!

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Best answer by jantzen_b

The ID service has undergone extensive changes since this was posted. Please review the latest on Adobe's Unified Customer Profile - https://helpx.adobe.com/marketing-cloud/how-to/unified-profile.html

11 replies

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JasonW_
JasonW_
New Participant
July 7, 2016

Hi Tomas,

We've been experiencing the same issue since implementing AppMeasurement last March.

It's a known issue to Adobe and their Engineering team is currently working on a fix (although it's unknown as to when it will be available).

At Adobe's recommendation we adjusted our timeout settings in AppMeasurement multiple times, but unfortunately it hasn't helped the issue (at least in our case). Maybe it's worth considering for you to try anyway.

Jason

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