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  • 1.  Google is phasing out support for third-party cookies from its Chrome browser

    Posted 11-16-2023 11:24
    Edited by Martin Bunting 11-16-2023 11:24

    Google announced yesterday the phasing out support for third-party cookies from its Chrome browser.  I received this notice from Salesforce.  Will this impact Genesys and the integration to Salesforce and if so is Genesys working towards resolving this issue?

    Google Chrome's Phasing Out of Third-Party Cookies Potentially Impacts Open CTI (salesforce.com)


    #Integrations
    #Unsure/Other

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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 2.  RE: Google is phasing out support for third-party cookies from its Chrome browser

    Posted 11-16-2023 11:45

    I received this response from Genesys

    Please find the note on the resource center since this announcement: https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/

    NoteSalesforce announced that Google's decision to phase out third-party cookies in Chrome may affect the functionality of Open CTI starting in January 2024. Genesys is aware of this issue and is actively working on solutions to mitigate the impact of this change. Customers using the Genesys Cloud for Salesforce CTI integration will not be negatively affected by this change.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 3.  RE: Google is phasing out support for third-party cookies from its Chrome browser

    Posted 11-16-2023 12:44

    Martin,

    This has crossed my desk as well (in fact, I came here this morning to post about it and saw your post! So thanks 😀) I'm also hearing about it from customers on other platforms, but all related to that post from SalesForce.

    I don't pretend to be an expert on this aspect, and tried doing some research. Other than that page from SalesForce, I don't see much reference to this. What I have found is that the term "Open CTI" appears to have two meanings and I'm wondering if the two are getting mixed up? (Depending on where you look, CTI means "Computer Telephony Integration", or "Cyber Threat Intelligence")

    What I am struggling with is that it says "If your Open CTI implementations include browser cookies", surely SalesForce would know if their own client / integration uses cookies?

    Finally, IF it is an issue for Genesys Cloud, please remember the Desktop App is basically re-branded Chrome.... 😯

    I will be following this thread with interest. I will add to it if I find out anything else.



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    Paul Simpson
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  • 4.  RE: Google is phasing out support for third-party cookies from its Chrome browser

    Posted 11-16-2023 12:53

    Assuming it is Open CTI "Computer Telephony Integration" I also wonder if this would impact PureConnect customers and at this stage of the life of PureConnect would Genesys work on a fix for PureConnect. 



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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 5.  RE: Google is phasing out support for third-party cookies from its Chrome browser

    Posted 11-16-2023 13:07

    Good point...



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    Paul Simpson
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  • 6.  RE: Google is phasing out support for third-party cookies from its Chrome browser

    Posted 11-17-2023 12:50

    They are referencing Salesforce's Open CTI
    Salesforce Open CTI

    Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.

    Salesforce Open CTI



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    Kevin Brown
    Miratech, Inc
    United States
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