Why can't I see Mediabriz in my Genesys Cloud workspace?

If Mediabriz does not appear in your Genesys Cloud workspace, first check that the installation and configuration have been completed correctly.

Check the Mediabriz installation

Make sure Mediabriz has been fully installed and configured for your Genesys Cloud organization.

If you are not sure whether the setup was completed, see the Mediabriz Installation Guide for Genesys Cloud.

Check the Mediabriz extension

Open the Mediabriz extension settings and check whether a yellow notice is displayed.

If you see the following notice:

"Mediabriz doesn't have access to this Genesys Cloud region yet."

the browser is not giving Mediabriz access to your Genesys Cloud region.

See What should I do if I see "Permissions were not granted for this Genesys Cloud region"? for instructions on resolving the issue.

If you use Mediabriz on your own web application (custom domain)

If Mediabriz appears on Genesys Cloud but not on your own web application, such as a CRM:

• In the extension settings, check that Custom Domain Mode is on and the domain is in the Custom Domains list.
• Check that the domain matches the address bar. crm.acme.com covers that address only, not app.acme.com. *.acme.com covers acme.com and all its subdomains.
• If a yellow notice lists the domain, click Grant access and select Allow.
• Only HTTPS pages are supported. Mediabriz runs on the page in the address bar, not inside a frame from another domain.

If Mediabriz no longer appears on Genesys Cloud, check the Domain Mode. Custom Domains Only runs Mediabriz on the custom domains only. Select Use Both to run it on both.

If the extension is managed by your organization, contact your IT administrator and refer them to Custom Domain Issues.

After resolving any configuration or permission issues, refresh the Genesys Cloud page and check that Mediabriz appears in the workspace.