I’m building a custom agent desktop component in React that needs to control the agent’s microphone state directly. The goal is to have a single source of truth for mute status between our internal UI and the Genesys Cloud softphone controls. I’m using the @genesyscloud/genesyscloud-client-embed package, specifically version 2.45.0. The embed initializes correctly and I can see the active conversation in the SDK’s state store.
The issue is that calling the mute API on the SDK instance doesn’t seem to trigger the visual update in the Genesys Cloud widget, nor does it actually silence the audio stream reliably. Here is the code snippet I’m using to toggle the state:
import { useGenesysCloudEmbed } from '@genesyscloud/genesyscloud-client-embed';
const { sdkInstance } = useGenesysCloudEmbed();
const handleMuteToggle = async (isMuted) => {
try {
if (!sdkInstance) return;
// Attempting to mute the microphone via the conversation API
const conversationId = sdkInstance.getConversationId(); // Helper to get current ID
await sdkInstance.conversations.conversationsApi.updateConversationParticipant(
conversationId,
'self',
{
mute: isMuted,
hold: false
}
);
console.log('Mute status updated to:', isMuted);
} catch (error) {
console.error('Failed to update mute status:', error);
}
};
When I step through the debugger, the updateConversationParticipant call completes with a 204 No Content response. There are no errors in the console. However, the microphone icon in the embedded Genesys Cloud widget remains green (unmuted), and if I check the WebRTC stats, the audio track is still sending data. I’ve also tried using the media API methods like sdkInstance.media.audio.setMute(true), but that method appears to be undefined in the current SDK version.
Is there a specific sequence required to sync the SDK’s internal media state with the Genesys Cloud server state? Or am I missing a permission scope on the OAuth token that prevents the mute action from taking effect? The token has the conversation:write scope. I’ve been staring at the SDK docs for an hour and it’s not clear if this is a known limitation or if I’m just calling the wrong method.