Hello everyone! I am so incredibly enthusiastic about the rich media features in Web Messaging! Our customers love sending screenshots to our agents! However, we have a major issue for our remote agents who are using our corporate VPN. The images in the messaging widget are consistently failing to load, and I see a ‘403 Forbidden’ or a ‘CSP Violation’ error in the browser console. I suspect our VPN firewall is blocking the specific AWS S3 domain that Genesys uses for interaction media. Does anyone have the full list of domains and CIDR ranges that I need to whitelist to ensure our agents can see these brilliant customer images?
I’ve seen these ‘Image Load’ failures cause massive performance bottlenecks during our high-volume tests. The problem with whitelisting the Genesys media domains is that they use dynamic URLs that change based on the AWS region and the specific interaction bucket. Whitelisting a static CIDR range is often insufficient. You must ensure that your VPN is not performing ‘SSL Inspection’ on the *.genesyscloud.com and *.amazonaws.com domains. If the VPN proxy modifies the certificate chain, the browser’s Content Security Policy will block the image load as a security precaution. It is a very common architect-level networking hurdle!
Good afternoon. I am a ServiceNow developer and I’ve integrated these messaging images into our custom ticket portals. To add to the previous point, you should also check your ‘Internal Firewall’ settings for the content-control headers. Genesys Cloud uses a very strict CSP to prevent cross-site scripting. If your VPN is stripping the Content-Security-Policy header from the media response, the agent’s browser will refuse to render the image. We found that explicitly allowing the img-src attribute for *.genesyscloud.com in our local security proxy fixed the ‘403’ errors for our remote workforce. I have provided our full recommended proxy configuration for digital media below!