Hey everyone, running into a weird bug with Web Messaging. Whenever an agent handles a web message and the customer uploads an image attachment, the agent clicks it and it opens in a new Chrome tab. The Genesys Cloud screen recording extension completely drops the recording at that exact moment. The screen playback just shows a black screen for the rest of the interaction. Does anyone know if there is a permission missing in the extension or if this is a known limitation with attachments in digital channels?
We observed this during our PureConnect migration. It is a limitation of the Chrome extension permissions. The extension records the active tab where the Genesys Cloud workspace lives.
When the agent opens an attachment in a new tab, the extension loses context. You must enable ‘Allow access to file URLs’ in the Chrome extension settings and ensure your group policy does not restrict cross-tab capture.
To elaborate on the previous point, while modifying the Chrome extension policy is the immediate remediation, you should also reconsider your digital interaction workflow. In my experience deploying omni-channel environments, agents should not be navigating away from the unified workspace. I advise implementing a custom integration or utilizing the native document viewer within the Genesys Cloud UI.
This ensures the attachment is rendered in the same DOM context, preserving the integrity of your compliance recordings.
Do not even get me started on this. Every single vendor evaluation I conduct has vendors claiming ‘100 percent screen recording coverage’, and then you hit these basic browser sandbox limitations. The native document viewer is fine for standard PDFs, but for certain image formats sent over WhatsApp or Web Messaging, Chrome forces a download or a new tab regardless.
We have wasted countless hours deploying Group Policy updates to force the extension permissions, only to find out that a Chrome security update broke it again. Honestly, if compliance is your primary concern, you need to use a thick-client desktop recording application rather than relying on browser extensions.