Good afternoon. I am the screen recording troubleshooter for our organization and I have a very specific issue. Our screen recording works perfectly for all voice calls. However, for our new ‘Web Messaging’ interactions, the screen recording is consistently failing to trigger. We are using the same Chrome extension and the same recording policy. I’ve checked the Chrome console and I see a ‘MediaStream Error: Track not found’. Why would the recording engine work for voice but fail for digital messaging? Is there a separate ‘Permission’ for recording digital interactions that I’ve missed?
Hey! Stackoverflow style help from the Python SDK contributor! I’ve seen this exact bug reported on the Genesys GitHub. The issue is that Web Messaging interactions in the ‘Embedded Framework’ (like inside Salesforce) don’t always emit the same ‘Call-Start’ event as voice. If the Chrome extension is waiting for a ‘Connected’ telephony state to start the screen capture, it will never find it for a messaging session! You have to ensure your ‘Recording Policy’ has the ‘Digital Channels’ checkbox explicitly selected. It’s a separate media stream entirely, and the extension needs to be told to look for the ‘Interaction ID’ instead of the ‘Call ID’!
I’ve been trying to document this exact scenario for our training materials! It’s so incredibly frustrated that the UI doesn’t give a clearer error! As the previous reply mentioned, it is usually a policy configuration issue. In the ‘Recording Policy’ editor, you must create a second policy specifically for the ‘Message’ media type. If you only have one policy for ‘Voice’, the system will never attempt to trigger the screen recording for chat or email. I have provided a screenshot of the correct ‘Dual-Media’ policy setup below. It’s a simple fix, but it’s a huge documentation gap for new admins!