Genesys Cloud JS SDK: How to programmatically mute/unmute agent mic during active call?

General Discussion
1

Hey everyone,

I’m trying to add a mute button to our custom web widget for agents. We’re using the Genesys Cloud JavaScript SDK (v1.5.2) to build a simple self-service tool for our Chicago BPO team. The goal is straightforward: let the agent click a button to mute their microphone during an active voice conversation.

I’ve been digging through the -platform-client docs, but I can’t find a clear method for toggling the mute state on the client side. I see methods for creating conversations and transferring calls, but nothing obvious for local media control like setMute(true) or similar.

Here’s the basic setup I have so far. I’m initializing the client and getting the conversation details:

import { PlatformClient } from '@genesyscloud/-platform-client';

const client = new PlatformClient();
// ... auth logic omitted for brevity ...

async function handleMuteToggle(conversationId) {
 try {
 const conv = await client.conversationsApi.getConversation(conversationId);
 console.log('Current state:', conv.participants);
 
 // I'm stuck here. How do I change the muted state?
 // client.conversationsApi.updateConversationParticipant?
 } catch (error) {
 console.error('Failed to toggle mute:', error);
 }
}

I tried looking at updateConversationParticipant but that seems to be for admin actions or updating skills, not real-time media control. I also checked if there’s a WebSocket event I can listen to, but I need to trigger the change, not just monitor it.

Is there a specific API call I’m missing? Or is this something that only works through the native desktop client SDK and not the web-based JS SDK? I don’t want to force agents to use the desktop app if a simple web button can do it.

Any pointers would be appreciated. I’ve been spinning my wheels on this for two days.

2

You might want to check the conversation object directly. The SDK exposes a mute method on the active call instance. It’s not always obvious in the docs, but if you have the conversation ID, you can call conversation.mute(true) or false. Just make sure you’re grabbing the correct conversation instance first.