I am currently losing my mind trying to record a new learning module for our agents. I am attempting to demonstrate the ‘Screen Share’ functionality between two test users in our sandbox environment. However, the ‘Screen Share’ button is consistently grayed out, even though I have the ‘Conversation > Screen Share > Add’ permission and I am using the latest Chrome browser. My IT team says it might be related to the ‘Organization ID’ being different in the embedded client versus the main UI. Has anyone else encountered this while creating training materials? It’s making our rollout communication a total nightmare!
I’ve seen this exact same ‘Gray Button’ issue during our Bold360-to-GC integration testing! The embedded client (like the one in Salesforce or a custom iframe) requires a specific origin validation to enable high-privilege features like Screen Share. If your sandbox URL isn’t explicitly listed in the ‘Trusted Domains’ list for your Organization, the browser’s security policy will block the WebRTC screen capture request before Genesys even sees it. It’s a fundamental security hurdle that many people miss because they think the ‘Permissions’ list is the only thing that matters!
Coming from PureConnect, I found the Genesys Cloud screen share configuration to be much more restrictive. In PureConnect, we had total control over the media path. Here, you are at the mercy of the WebRTC stack. In addition to the trusted domains, you must also ensure that your ‘Web Messaging’ deployment has ‘Co-browse’ enabled. Even if you are just doing agent-to-agent screen share, the platform sometimes utilizes the same internal library for the capture. If Co-browse isn’t active for the organization, the screen share libraries might not even load in the background!
Good afternoon. I’m building a custom agent desktop and I can confirm that the ‘Organization ID’ mismatch is a real thing. If you are using the v2.users.{id}.conversations API to trigger the screen share from a custom app, you must ensure that your OAuth Client ID was created in the exact same organization as the users. If you created a ‘Multi-Org’ app but didn’t authorize it correctly for the sandbox, the media gateway will reject the session key. It’s a very formal enterprise requirement that protects against cross-org data leakage, but it’s a huge pain for developers and trainers alike!