Client does not load the content

Note: This article applies to Genesys Cloud for Salesforce.

The Genesys Cloud for Salesforce client does not load the content in Salesforce. 

Genesys Cloud for Salesforce is embedded as an iframe in the Salesforce user interface. Salesforce has updated the delivered CSP directives for Lightning pages, which will now prevent external websites from loading within an iframe on your Lightning pages. For more information, see Adopt Updated Content Security Policy (CSP) Directives (Release Update).

To successfully embed the client within Salesforce, administrators must add the Genesys Cloud region domains as the trusted URLs in Salesforce. The URL must be given in the format, https://*.<URL of the Genesys Cloud region>. For example, for the Americas (US West) region, the trusted URL is https://*.usw2.pure.cloud.

For more information, see Manage Trusted URLs in the Salesforce documentation.

When you specify the Content Security Policy (CSP) directives for the trusted URL, ensure that you select the following details for the embedded client to load the content:

  • The default selection for CSP Context is All. If you need to restrict the agents, then you must select Lightning Experience pages for the client to load.
  • Clear the img-src (images) option selected by default and select the frame-src (iframe content) as the CSP directives for the trusted URLs.

For more information, see Change the region of your Genesys Cloud organization and About Genesys Cloud for Salesforce.