Google Chrome Third-Party Cookie Phase-Out Impact on Salesforce Voice with Amazon Connect

Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect may be impacted by Google Chrome's Privacy Sandbox initiative, which phases out support for third-party cookies in Chrome.
Note: This article reflects the status as of December 2024. Amazon Connect received an approved exemption for third-party cookie usage through December 27, 2024.

Background

As part of Google's Privacy Sandbox project, Google is phasing out support for third-party cookies in the Chrome browser. Third-party cookies enable many valid use cases, such as managing states in embedded content and enabling user sessions across multiple sites. Starting in Q1 2024, Chrome began a gradual rollout, initially affecting 1% of users worldwide. Google stated that most enterprise end users are excluded from the initial 1%.

Impact on Salesforce Voice

Google approved Amazon Connect's use of third-party cookies until December 27, 2024. Amazon Connect is working on a solution and will share updates on their authentication approach. Salesforce will communicate further updates as they become available from Google and Amazon Connect.