Genesys Cloud - Main

We have links within our knowledge articles that open PDF files. When opening these URLs from Agent Assist Articles, users get an error when opening 'ERR_BLOCKED_BY_CLIENT'.

This happens for all users, but only when clicking the link from the Agent Assist window.

• When clicking the link from the article admin page, it works fine
• When using a similar link on the same article that goes to a word doc, it works fine.
• When using Microsoft Edge, it works fine
• When right clicking the link and choosing 'open in new tab', it works fine.
• When holding 'ctrl' when clicking the link it works fine.

The issue occurs for links on an internal intranet page as well as  publicly accessible links. The same issue is seen from different PCs and different networks (eg, personal laptop on home network, or work laptop on work network).

We have a ticket open with support, but was wondering if anyone else has come across this at all? Our current work around is to have to get users to right click and open in new tab for these particular links, and we have added this as actual text in the articles as a reminder.

#ConversationalAI(Bots,AgentAssist,etc.)
#Omni-ChannelDesktop/UserInterface

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Tony Gibson
Newcastle Greater Mutual Group
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Did you get a resolution to this Tony?

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Vaun McCarthy
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Is this occuring in the desktop client or in a browser?  If in a browser which browser?  I know you mention it working in Edge but I don' tsee any other details in your description

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Bob Hall
Southwest Business Corp.
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@Vaun McCarthy - No we are still working through this with support. A recommendation has been put forward involving changing some settings in Chrome. Although I need to test from outside our business environment as these settings are currently locked down by group policy. I am planning to do this out of hours as soon as possible. Should this prove to be helpful, I can then engage our admin team to asisst in further testing and/or changes to our policies.

@Bob Hall - This is happening in Google Chrome browser (we do not use the desktop application). I have also attempted to test using Firefox, but this browser does not seem to play ball in our environment with issue accessing the microphone and sound devices - not a big issue apart from this type of testing as Firefox is not used in the business.

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Tony Gibson
Newcastle Greater Mutual Group
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Good Morning again,

So I finally managed to check the PDF links from my own laptop and it worked first go WITHOUT any changes.

I then tested again from my work machine and it also worked without the need to make any changes.

It seems that either a Chrome update, or something in the Genesys Agent interface has changed to enable this to start working. I have asked in my support ticket if they are aware of any changes done on the Genesys side and will revert back with any findings.

Either way, this seems to have been resolved.

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Tony Gibson
Newcastle Greater Mutual Group
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