Genesys Cloud - Main

We have a client application integration set up through the integration widget, it takes agents to a google form to fill in and it works fine if the agent is using google chrome to access genesys.

However, we now have agents using the GenesysCloud 2.33.762.0 (EXE-x86) app and when they try to access the widget via the app, they get an error from google;

403. That's an error.

Ha anyone ran into this for the desktop app where integrations aren't working.

For reference we use a single sign on to access genesys.

Hello Emily, 

I highly recommend opening a ticket with Customer Care Integration Team as they will need to look to see what's going on under the hood with console and network logs. As this issue could be a number of things happening. 

Just out of curiosity does your environment run Zscaler or any kind of firewall that could be blocking the request being sent?

Cheers, 

We have a client application integration set up through the integration widget, it takes agents to a google form to fill in and it works fine if the agent is using google chrome to access genesys.

However, we now have agents using the GenesysCloud 2.33.762.0 (EXE-x86) app and when they try to access the widget via the app, they get an error from google;

403. That's an error.

Ha anyone ran into this for the desktop app where integrations aren't working.

For reference we use a single sign on to access genesys.

Hello Emily, 

I highly recommend opening a ticket with Customer Care Integration Team as they will need to look to see what's going on under the hood with console and network logs. As this issue could be a number of things happening. 

Just out of curiosity does your environment run Zscaler or any kind of firewall that could be blocking the request being sent?

Cheers, 

We have a client application integration set up through the integration widget, it takes agents to a google form to fill in and it works fine if the agent is using google chrome to access genesys.

However, we now have agents using the GenesysCloud 2.33.762.0 (EXE-x86) app and when they try to access the widget via the app, they get an error from google;

403. That's an error.

Ha anyone ran into this for the desktop app where integrations aren't working.

For reference we use a single sign on to access genesys.

could it be because when genesys is used in browser, the google token is already accepted because it's authorised in browser, however I don't believe the app would have that toekn stored, unless there is a way for it to be linked to their google login within the app

Hello Emily, 

I highly recommend opening a ticket with Customer Care Integration Team as they will need to look to see what's going on under the hood with console and network logs. As this issue could be a number of things happening. 

Just out of curiosity does your environment run Zscaler or any kind of firewall that could be blocking the request being sent?

Cheers, 

We have a client application integration set up through the integration widget, it takes agents to a google form to fill in and it works fine if the agent is using google chrome to access genesys.

However, we now have agents using the GenesysCloud 2.33.762.0 (EXE-x86) app and when they try to access the widget via the app, they get an error from google;

403. That's an error.

Ha anyone ran into this for the desktop app where integrations aren't working.

For reference we use a single sign on to access genesys.

@Jim Crespino your thoughts?

could it be because when genesys is used in browser, the google token is already accepted because it's authorised in browser, however I don't believe the app would have that toekn stored, unless there is a way for it to be linked to their google login within the app

Hello Emily, 

I highly recommend opening a ticket with Customer Care Integration Team as they will need to look to see what's going on under the hood with console and network logs. As this issue could be a number of things happening. 

Just out of curiosity does your environment run Zscaler or any kind of firewall that could be blocking the request being sent?

Cheers, 

We have a client application integration set up through the integration widget, it takes agents to a google form to fill in and it works fine if the agent is using google chrome to access genesys.

However, we now have agents using the GenesysCloud 2.33.762.0 (EXE-x86) app and when they try to access the widget via the app, they get an error from google;

403. That's an error.

Ha anyone ran into this for the desktop app where integrations aren't working.

For reference we use a single sign on to access genesys.