Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 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
    No replies, thread closed.

    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

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------



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

    Posted 11-16-2023 11:45
    No replies, thread closed.

    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/

    Note: Salesforce 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.



    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------

    Original Message


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

    Posted 11-16-2023 12:44
    No replies, thread closed.

    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.



    ------------------------------
    Paul Simpson
    ------------------------------

    Original Message


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

    Posted 11-16-2023 12:53
    No replies, thread closed.

    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. 



    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------

    Original Message


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

    Posted 11-16-2023 13:07
    No replies, thread closed.

    Good point...



    ------------------------------
    Paul Simpson
    ------------------------------

    Original Message


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

    Posted 11-17-2023 12:50
    No replies, thread closed.

    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



    ------------------------------
    Kevin Brown
    Miratech, Inc
    United States
    ------------------------------

    Original Message


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

    Posted 04-22-2025 09:37
    No replies, thread closed.

    Hello, everyone!

    Sorry to resurrect an old thread, but I still have a customer ticket open to investigate this (!) and I'm trying to figure out if it can be now closed....

    It seems that all the various articles are still saying "watch this space" (or similar) but the date initially circulated was over a year ago! Can we assume that this has now happened and if customers are not having issues, then they won't, or has the date been pushed back to a point where it's still on the cards?

    I've tried various searches, but a lot seem to return references to Chrome OS, as opposed to the Browser.

    So, Hive Mind, thoughts?



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


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

    Posted 04-22-2025 12:57
    No replies, thread closed.

    Hi Paul,

    This happened a long time ago.  Salesforce was giving customers using OpenCTI a notification to check with their integrators to see if they used third-party cookies for primarily authentication or session management across different domains.

    They were also using this to tell customers to consider migrating to Service Cloud Voice, which offers tighter native integration with Salesforce.<sources-carousel-inline ng-version="0.0.0-PLACEHOLDER" _nghost-ng-c2082228934=""></sources-carousel-inline> 

    If your Salesforce integration used OpenCTI, you would have known long ago if it was relying on third-party cookies as things would have broken overnight.    <sources-carousel-inline ng-version="0.0.0-PLACEHOLDER" _nghost-ng-c2082228934=""></sources-carousel-inline>

    <sources-carousel-inline ng-version="0.0.0-PLACEHOLDER" _nghost-ng-c2082228934=""><sources-carousel _ngcontent-ng-c2082228934="" hide-from-message-actions="" id="sources" _nghost-ng-c665693076="" class="ng-tns-c665693076-31 hide-from-message-actions ng-star-inserted"></sources-carousel></sources-carousel-inline>

    And the key is whether it used OpenCTI to begin with.



    ------------------------------
    Kevin Brown
    VoxPeritus
    Fountain Hills, AZ
    United States
    ------------------------------

    Original Message


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

    Posted 04-22-2025 13:23
    No replies, thread closed.

    Cool, so if we are not having problems due to this, then we won't?

    Thanks!



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


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

    Posted 04-23-2025 10:45
    No replies, thread closed.

    Correct.  You are in the clear!



    ------------------------------
    Kevin Brown
    VoxPeritus
    Fountain Hills, AZ
    United States
    ------------------------------

    Original Message


Related Content