Chrome autoplay policy changes

Warning: This change impacts any Genesys Cloud embedded client that uses the Chrome browser.

The problem

Chrome announced changes to its autoplay policy that take effect December 2018. Users must now interact with a browser item before audio playback starts. This change prevents incoming interactions from ringing.

For more information about Salesforce limitations, see Known Issues in the Salesforce documentation.

For more information about Chrome’s autoplay policy changes, see Web Audio section of Autoplay Policy Changes in the Google documentation.

Who’s affected

This change impacts any Genesys Cloud embedded client that uses the Chrome browser.

The fix

Enable Chrome to allow sound.

  1. Click Lock in the address bar of your Chrome browser.
  2. Click Site Settings.

    Chrome site settings

  3. Under Sound, select Allow.

    Chrome sound settings

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Chrome, About Genesys Cloud for Salesforce, About Genesys Cloud for Zendesk.