If your visitors are unable to start a voice conversation or the microphone fails to load, it is often due to the security headers configured on your website. Specifically, the Permissions-Policy may be explicitly blocking microphone access, which prevents the browser from prompting the visitor for permission.
To determine if this is the cause, you can perform a quick check using your browser's developer tools.
How to check your site's permissions policy
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Navigate to your website URL.
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Open the Network tab within your browser's Dev Tools (typically F12 or Right-Click > Inspect).
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Select the Doc filter to narrow down the results.
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Refresh the page.
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Click on the first line item (usually your domain or the page URL) and select the Headers tab.
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Scroll down to the Response Headers section and locate the Permissions-Policy line item.
If you see microphone={} or if the microphone is explicitly set to a blank value, your website is actively instructing the browser to deny microphone requests.
Resolving the Issue
If your policy is blocking the microphone, you will need to coordinate with your web development or security team to update your HTTP response headers.
To enable the voice call feature, the Permissions-Policy must be updated to allow the browser to request access. We recommend the following setting:
Permissions-Policy: microphone=(self)
This configuration allows microphone access for your site’s own origin while maintaining security controls for third-party content.
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