WarmTransfer
Configuration · guide

Setting up WhatsApp as a Webex Contact Center channel

Webex Contact Center

Verified 2026-10-02 · 84 sources · tier 2

For Webex Contact Center administrators with Control Hub and Webex Connect admin access who will own the WhatsApp Business relationship for the business..

This guide configures WhatsApp as a Webex Contact Center digital channel: the channel is set up through Webex Connect, mapped to a Social Channel entry point and queue, and routed by flows built in Webex Connect 60 25 45. It also makes Meta-approved WhatsApp Registered Templates available, which Cisco says let a business send business-initiated messages outside the 24-hour customer service window 55.

Before you start

  • Webex Contact Center digital channels are released in controlled general availability, and only customers who have worked with Cisco's Solution Assurance team to plan onboarding can use them 61.
  • The digital channels article lists this WhatsApp prerequisite: work with your account manager to verify your business and set up your WhatsApp Business account (WABA) number 1.
  • Before configuring the asset, have a valid Meta user account, an active phone number not associated with a personal WhatsApp account, business details (company name, representative email and address), a website URL, a business category and a display name 8.
  • The number must not be a short code, or a toll-free number that cannot receive an OTP message 37.
  • The Webex Connect WhatsApp asset page says WhatsApp-provided '555' business numbers are not currently supported 36.
  • The number is verified with an OTP delivered by SMS or voice call, so it must be able to receive one of those 40.
  • In the United States and Canada, a virtual number must be onboarded as a 10DLC number with a brand and campaign ID before it can be enabled for WhatsApp through Webex Connect 58.
  • A newly added Control Hub administrator must create their Webex Connect user account and sign in to Webex Connect within 7 days, or the user account has to be recreated 62.
  • Digital channels for Webex Contact Center, WhatsApp included, are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer 60.
  • The WhatsApp Business Messaging Policy permits contacting a person only if they gave the business their number or username and opted in to receive messages or calls from it; see WhatsApp Business in contact centers 63.
  • Inventory against the organisation limits: 6,000 active entry points 64, and 500 skill-based or 10,500 team-based queues 65.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which phone number will carry WhatsApp?
Where will you create the WhatsApp asset?
Do you already have Meta-approved WhatsApp message templates for this WABA?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm that the tenant and digital services are provisioned

Do

  • When a Webex Contact Center organisation is set up, Webex Contact Center automatically provisions Webex Engage and Webex Connect as digital services, and the 2 products synchronise administrator user accounts 66.
  • Open Contact Center Tenant Settings > Digital in Control Hub, which shows Webex Engage and Webex Connect after provisioning and launches them 56.

Verify

  • Webex Engage and Webex Connect both appear on the Digital page and launch from it 56.

Step 2 Prepare the phone number

A number that has never been registered on WhatsApp

Do

  • Choose a number that is not a short code or a toll-free number unable to receive an OTP message 37, and not a WhatsApp-provided '555' number 36.
  • If it is a virtual number in the United States or Canada, onboard it as a 10DLC number with a brand and campaign ID first 58.
  • Make sure the number can receive the verification OTP by SMS or voice call 40.

Verify

  • Suggested check: send a text message and place a voice call to the number, and confirm someone receives each one.

A number currently in use on the WhatsApp Messenger or WhatsApp Business app

Do

  • The asset prerequisites require an active phone number not associated with a personal WhatsApp account 8.
  • WarmTransfer's reading of the sources is that the Webex Connect WhatsApp asset page describes no route for onboarding a number that stays live in the WhatsApp Business app, so for Webex Contact Center deleting the app account is the only documented path 14.

Verify

  • Suggested check: confirm the app no longer shows the account before you start the sign-up that creates the asset.

A number already on the WhatsApp Business Platform under another WABA or provider

Do

  • Raise the move with your account manager, because the digital channels article makes working with the account manager to verify the business and set up the WABA number a WhatsApp prerequisite 1.
  • During Embedded Sign-Up you select or create the WABA and then select or add the phone number, so the migrated number must be ready before that point 26.

Verify

  • Suggested check: get written confirmation of the migration path from your account manager before you create the asset.

Rollback

  • Suggested rollback: agree a cutover window with the current provider so the number can be moved back if the cutover fails.

Step 3 Authorize the Webex CC nodes in Webex Connect

Do

  • Set the Webex CC Task and Webex CC Engage nodes to the Authorized state in Webex Connect 9.
  • That authorisation is what lets Webex Connect nodes communicate with Webex Contact Center and Webex Engage, and it is required before any digital channel can be set up 67.

Verify

  • Both the Webex CC Task and Webex CC Engage nodes show the Authorized state 9.

Step 4 Prepare agents to receive social-channel work

Do

  • Follow the order the digital channels article gives: create a multimedia profile covering the digital media types, create a site tagged with the profile, create a team in that site, associate the agents with the team, site and profile, and configure the RONA timeout in Control Hub 34.

Verify

  • Suggested check: confirm a test agent's profile includes the social media type and that the agent belongs to the team you will route to.

Rollback

  • Suggested rollback: remove the social media type from the profile, or remove the test agent from the team.

Step 5 Create the WhatsApp asset

In Control Hub using the WhatsApp asset configuration released on 2026-09-17

Do

  • WhatsApp assets can be configured in Control Hub, where Assign To says whether the asset belongs to Webex Connect, Webex Contact Center or Contact Center Enterprise 12.
  • Create the asset and set Assign To to Webex Contact Center, so that Control Hub shows the options for that workload 12.

Verify

  • The asset is visible in both Control Hub and Webex Connect 13.

Rollback

  • Suggested rollback: change the ownership setting on the asset if it was assigned to the wrong workload.

In Webex Connect under Assets > Apps

Do

  • In Webex Connect, go to Assets > Apps, choose Configure New App and select WhatsApp 16.
  • Use Embedded Sign-Up, which Webex Connect supports and recommends for new WhatsApp assets 23.
  • Sign in with Facebook, select or create the Meta Business Account, the WABA and the WhatsApp Business Profile, and then select or add the phone number 26.

Verify

  • Suggested check: confirm the new app appears in the apps list.

Step 6 Verify the number, set the display name and decide on business verification

Do

  • Click Verify Number and enter the OTP, which arrives by SMS or voice call a few minutes later and is valid for 24 hours 40.
  • Enter a display name that matches the business name and follows WhatsApp's display name guidelines; it is the name customers see on the business profile 22.
  • The Webex Connect page says business verification is not mandatory to start messaging and is needed only when the business is ready to scale business-initiated conversations 59.
  • If verification is skipped, the business can send notifications to only 2 numbers and have 10 customer-initiated conversations 57.

Verify

  • Credentials show the Approved icon rather than the Pending-approval icon 21.
  • WABA status reads APPROVED, and number status, quality rating and message throughput are shown 44.

Rollback

  • Suggested rollback: re-enter the display name if it does not match the business name.

Step 7 Bind the asset to a dedicated Webex Connect service

In Control Hub using the WhatsApp asset configuration released on 2026-09-17

Do

  • For WhatsApp in Webex Contact Center, one Webex Connect service can have only one asset, so create a service for this asset alone 39.
  • Routing for assets configured in Control Hub still uses Webex Connect Flow Builder by default 13.
  • If the asset is not yet registered, go to Assets > Apps > WhatsApp in Webex Connect, choose Manage on the asset, click Register to Webex Engage, select the service and click Register 50.

Verify

  • A Webex Engage icon and a PCI check-enabled flag appear next to the app name in Webex Connect 51.

Rollback

  • Suggested rollback: change the ownership setting on the asset to release it from the contact center workload.

In Webex Connect under Assets > Apps

Do

  • For WhatsApp in Webex Contact Center, one Webex Connect service can have only one asset, so create a service for this asset alone 39.
  • Go to Assets > Apps > WhatsApp, choose Manage on the asset, click Register to Webex Engage, select the service for the WhatsApp flow and click Register 50.

Verify

  • The page shows 'Asset registered successfully' 50.
  • A Webex Engage icon and a PCI check-enabled flag appear next to the app name 51.

Step 8 Create the Social Channel queue and entry point and map the asset

Do

  • Create the queue with channel type Social Channel 45.
  • Create the entry point with Channel Type Social Channel and the WhatsApp digital channel, then map the WhatsApp asset to it 25.
  • The digital channels article places both objects in the Webex Contact Center Management Portal rather than in Webex Connect, with the entry point bound to the asset by an Asset Name field 68.
  • Registration in Webex Connect is not enough on its own: the entry point mapping must also be done in Webex Contact Center 24.

Verify

  • The new queue appears in the Queue Task node's queue dropdown in Webex Connect, because queues configured in Webex Contact Center are mapped to the Webex Connect tenant 47.

Rollback

  • Suggested rollback: unmap the asset, then delete the entry point and the queue.

Step 9 Build the inbound flow and global task flows

Do

  • Build the contact-lifecycle flows in Webex Connect Flow Builder, starting from the predefined templates Cisco publishes through DevNet 29 69.
  • In the dedicated service, open the Flows tab, choose Create Flow, name the flow, pick Upload a flow, choose the template file and click Create 27.
  • Save the uploaded flow before you go any further 28.
  • Open every pre-built Webex Contact Center node in the imported flow and authorise it through a Node Runtime Authorization selection, because the authorisation is per node 70.
  • We infer that the asset needs its own inbound flow in its own service, one that receives incoming WhatsApp messages, creates or appends the conversation and calls Queue Task 31.
  • Cisco's Contact Center Enterprise equivalent needs one flow per WABA, with a WANumber variable set to the WhatsApp Business phone number including the country code 10 11.
  • In Queue Task, set the media channel to WhatsApp and supply the task ID, conversation ID, media type and queue details 48.
  • Pick the queue you created from the Queue Task dropdown 47.
  • Configure any skill requirements and contact priority on the QueueTask node 71.
  • Connect the Queue Task outcomes, which include Queued, taskFailed, onTimeout, onError and onInvalidData 46.
  • At least 1 outcome of each node must be connected to a subsequent node for the flow to continue 72.
  • Make sure the global Task Routed, Task Modified and Close Task flows from the sample templates are in place 30.
  • The flow templates cannot append WhatsApp location messages, so extract the latitude and longitude and send them as plain text, for example as a generated map URL 32.
  • Keep each flow under the 10 MB maximum to avoid problems saving or publishing 73.
  • Save produces a Working Draft, and Make Live publishes the flow so it processes triggers 74.

Verify

  • Every Webex CC node in the flow is authorised 70.
  • Suggested check: send a test message to the business number and confirm the queued outcome appears in the flow's debug log.

Rollback

  • A live flow can be paused from the flow listing page 74.
  • Runs triggered before a new version was published keep executing the configuration that was live when they started 75.
  • Leave the global flows in place, because they are used across channels 30.

Step 10 Make WhatsApp registered templates available to agents

Yes. Approved templates exist and only need to be made available to agents

Do

  • Check template support in your tenant first: the digital channels article lists WhatsApp templates as not supported 76 77, while Cisco says Meta-approved WhatsApp Registered Templates let a business send business-initiated messages outside the 24-hour customer service window 55.
  • In Control Hub, go to Services > Contact Center > Desktop Experience > Quick replies 49.
  • Add a quick reply with Response type 'WhatsApp registered Message', and enter the business account ID, language, WhatsApp category, optional header, message, optional footer of at most 60 characters, and sample values for variables 43.
  • Outside the 24-hour customer service window a business may send WhatsApp messages only through approved message templates 78.

Verify

  • Suggested check: save the quick reply and confirm an agent can see it during a test conversation.

Rollback

  • Suggested rollback: delete the quick reply.

No. Templates must be written and submitted for approval

Do

  • Check template support in your tenant first: the digital channels article lists WhatsApp templates as not supported 76 77, while Cisco says Meta-approved WhatsApp Registered Templates let a business send business-initiated messages outside the 24-hour customer service window 55.
  • Write each template in one of the 3 Webex Connect categories: Marketing, Utility or Authentication 18.
  • Add a sample to each submission; it is mandatory when the template contains variables or media, and Webex Connect says it substantially increases the chance of approval 19.
  • Register the templates in Webex Connect under Tools > Templates (Add New Template), which submits them to WhatsApp for approval 20 79.
  • Edits made in WhatsApp Manager are not synced into Webex Connect, so a changed template must be created anew there 80.
  • After approval, add each template in Control Hub under Services > Contact Center > Desktop Experience > Quick replies 49, with Response type 'WhatsApp registered Message' and the business account ID, language, category, message, optional footer of at most 60 characters and sample values for variables 43.

Verify

  • Approval status refreshes automatically, rejection reasons are shown, and only approved templates appear on the Templates page and in the WhatsApp send node 7.

Rollback

  • Suggested rollback: withdraw or delete any template still pending approval, and delete any quick reply you added.

Step 11 Check the agent experience

Do

Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out transfer as number 10, conference as number 11, end as number 13 and wrap up reasons dialog (opens after end) as number 15.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
  • Brief agents on the Agent Desktop offer: a popover shows Customer Name, Customer Phone Number, Source Number, Queue Name and an Accept button, and the agent clicks Accept to respond 5.
  • Accept All Tasks accepts all pending chats, emails and social messaging conversations together 2.
  • The WhatsApp compose box takes at most 4096 characters 3.
  • Agents can transfer a conversation to a queue or an agent and can add another agent, who leaves with Exit Conference 6.
  • To end a conversation, the agent clicks End, selects a wrap-up reason and submits it 4.
  • Webex Contact Center does not support voice messages on the WhatsApp channel 38.
  • Stickers, pictures and GIFs that customers send appear to the agent as attachments 33.
  • Attachments are scanned for malware in both directions, and one that fails is shown as an unknown or blocked file with no download option 81.
  • A live location or contact shared by a customer does not render on the Agent Desktop 35.
  • When a conversation has been inactive for more than 24 hours since the customer's last message, the free-text composer is blocked and the agent is guided to send an approved WhatsApp Registered Template 15.
  • The Initiate outbound conversation article (updated 2025-12-17) lists agent-initiated outbound messaging for SMS and Email only, not WhatsApp 41.

Verify

  • The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+ 82.
  • Suggested check: have a test agent on a supported browser receive, accept, transfer and end a test conversation with a wrap-up reason.

Step 12 Test end to end, including the 24-hour rule

Do

  • Message the business number from a test account and confirm the agent receives the offer popover and can accept it 5.
  • Send a picture and confirm it arrives as an attachment 33.
  • Send a location and confirm the flow delivers it as plain text, such as a map URL 32.
  • The 24-hour customer service window opens when a user messages the business, and each further user message resets it 83 84.
  • Leave a test conversation inactive for more than 24 hours after the customer's last message, then confirm the composer blocks free text and guides the agent to an approved Registered Template 15.

Verify

  • The display name customers see on the business profile matches the business name 22.
  • The quality rating, based on how recipients received messages over the past 7 days, stays healthy 44.
  • If verification was skipped, the business is limited to notifications to 2 numbers and 10 customer-initiated conversations 57.

Rollback

  • Suggested rollback: unmap the entry point or pause the inbound flow to take the channel out of service.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Connect, and Meta WhatsApp Business Platform. Deployments: cloud, multi-tenant, and webex-connect. Sources checked 2026-10-02.

  • The 10DLC requirement applies to virtual numbers in the United States and Canada 58.
  • The outbound-conversation limitation reflects the article as updated 2025-12-17 41.
  • Digital channels are available only to customers who planned onboarding with Cisco's Solution Assurance team 61.

What remains uncertain

  • The exact Control Hub menu path for creating a WhatsApp asset is not covered by the sources below.
  • How to delete a Control Hub-created asset is not covered by the sources below.
  • An action that unregisters an asset from Webex Engage in Webex Connect is not covered by the sources below.
  • Whether, and how, a number can migrate from another provider's WABA is not covered by the sources below.
  • Whether the sample repository includes a WhatsApp-specific inbound flow template for Webex Contact Center is not covered by the sources below.

See also

Configures

Depends on

Related to

Sibling of

Specialises

Troubleshot by

Sources

  1. 1
    The Webex Contact Center digital channels article lists this WhatsApp prerequisite: work with your account manager to verify your business and set up your WhatsApp Business account (WABA) number.
    Set up digital channels in Webex Contact Center · Channel-specific prerequisites, WhatsApp · Checked 2026-10-02
  2. 2
    Agents can use Accept All Tasks to accept all pending chats, emails and social messaging conversations together.
    Get started with Agent Desktop · Calls and conversations (task list) · Checked 2026-10-02
  3. 3
    The Agent Desktop WhatsApp compose box takes at most 4096 characters.
    Manage WhatsApp conversations · Respond to a WhatsApp conversation · Checked 2026-10-02
  4. 4
    To end a WhatsApp conversation the agent clicks End, selects a wrap-up reason and submits it.
    Manage WhatsApp conversations · End a WhatsApp conversation · Checked 2026-10-02
  5. 5
    When a WhatsApp conversation is offered, the agent sees a popover with Customer Name, Customer Phone Number, Source Number, Queue Name and an Accept button, and clicks Accept to respond.
    Manage WhatsApp conversations · Respond to a WhatsApp conversation · Checked 2026-10-02
  6. 6
    An agent can transfer a WhatsApp conversation to a queue or an agent, and can add another agent to it. The added agent can leave with Exit Conference.
    Manage WhatsApp conversations · Transfer a WhatsApp conversation; Add an agent to a WhatsApp conversation · Checked 2026-10-02
  7. 7
    Only approved WhatsApp templates appear on the Webex Connect Templates page and in the WhatsApp send node. Approval status refreshes automatically, and rejection reasons are shown.
    WhatsApp templates (Webex Connect Platform Overview) · Approval and approved template usage · Checked 2026-10-02
  8. 8
    Before configuring a WhatsApp asset in Webex Connect, the administrator needs a valid Meta user account, an active phone number not associated with a personal WhatsApp account, business details (company name, representative email and address), a website URL, a business category and a display name.
    WhatsApp - WXCC · Prerequisites · Checked 2026-10-02
  9. 9
    Before setting up digital channels, set the Webex CC Task and Webex CC Engage nodes to the Authorized state in Webex Connect.
    Set up digital channels in Webex Contact Center · Provision digital channels, step 2 (node authorization) · Checked 2026-10-02
  10. 10
    In the Webex Connect integration with Contact Center Enterprise, every WABA integrated as an asset needs its own flow to handle customer-initiated conversations.
    Flow Configurations - CCE · WhatsApp Inbound Message Flow · Checked 2026-10-02
  11. 11
    The CCE WhatsApp inbound flow template has a WANumber variable that must be set to the WABA asset's WhatsApp Business phone number, including the country code. Its logic searches for an existing conversation and appends to it, or creates a new one.
    Flow Configurations - CCE · WhatsApp Inbound Message Flow, configuration · Checked 2026-10-02
  12. 12
    With WhatsApp asset configuration in Control Hub, the administrator uses Assign To to say whether the asset belongs to Webex Connect, Webex Contact Center or Contact Center Enterprise, and Control Hub then shows the options for that workload.
    What's new for administrators in Webex Contact Center · Digital Channel: WhatsApp Asset Configuration in Control Hub (September 17, 2026) · Checked 2026-10-02
  13. 13
    WhatsApp assets configured in Control Hub stay visible in both Control Hub and Webex Connect, and existing routing still uses Webex Connect Flow Builder by default.
    What's new for administrators in Webex Contact Center · Digital Channel: WhatsApp Asset Configuration in Control Hub (September 17, 2026) · Checked 2026-10-02
  14. 14
    The Webex Connect WhatsApp asset page describes no route for onboarding a number that stays live in the WhatsApp Business app. Its prerequisites require a number not tied to personal WhatsApp, so for Webex Contact Center deleting the app account is the only documented path.inferred
    WhatsApp - WXCC · Prerequisites; Embedded Sign-Up phone number step (absence of a business-app onboarding option) · Checked 2026-10-02
  15. 15
    In Agent Desktop, when a WhatsApp conversation has been inactive for more than 24 hours since the customer's last message, the free-text composer is blocked and the agent is guided to send an approved WhatsApp Registered Template instead.
    What's new for agents in Webex Contact Center · WhatsApp Registered Templates (April 30, 2026) · Checked 2026-10-02
  16. 16
    In Webex Connect a WhatsApp asset is created under Assets > Apps by choosing Configure New App and selecting WhatsApp.
    WhatsApp - WXCC · Configuring the WhatsApp app (opening steps) · Checked 2026-10-02
  17. 17
    Webex Connect says template messages are the only type of message that can be sent to customers who have not messaged the business, or who have not messaged it in the last 24 hours.
    WhatsApp templates (Webex Connect Platform Overview) · Template messages (introduction) · Checked 2026-10-02
  18. 18
    Webex Connect WhatsApp templates fall into one of three categories: Marketing, Utility or Authentication.
    WhatsApp templates (Webex Connect Platform Overview) · Template categories · Checked 2026-10-02
  19. 19
    Webex Connect says adding a sample to a WhatsApp template submission substantially increases the chance of approval. A sample is mandatory when the template contains variables or media.
    WhatsApp templates (Webex Connect Platform Overview) · Sample content · Checked 2026-10-02
  20. 20
    In Webex Connect, WhatsApp templates are registered and approved under Tools > Templates (Add New Template) before they can be used to send notification messages.
    WhatsApp templates (Webex Connect Platform Overview) · Creating a template (menu path) · Checked 2026-10-02
  21. 21
    After Embedded Sign-Up, Webex Connect shows an Approved icon on approved credentials and a Pending-approval icon on credentials still awaiting approval.
    WhatsApp - WXCC · Embedded Sign-Up, final step (credentials approval) · Checked 2026-10-02
  22. 22
    The WhatsApp Business display name entered in Embedded Sign-Up is the name customers see on the business profile. It should match the business name and follow WhatsApp's display name guidelines.
    WhatsApp - WXCC · Embedded Sign-Up, display name step · Checked 2026-10-02
  23. 24
    After a WhatsApp asset is registered in Webex Connect, its entry point mapping must also be done in Webex Contact Center.
    WhatsApp - WXCC · Registering Asset with Webex Contact Center (note) · Checked 2026-10-02
  24. 25
    For WhatsApp, create the entry point with Channel Type Social Channel and the matching digital channel, then map the WhatsApp asset to it.
    Set up digital channels in Webex Contact Center · Provision digital channels, step 5 (entry points and queues) · Checked 2026-10-02
  25. 26
    During Embedded Sign-Up the administrator signs in with Facebook, then selects or creates a Meta Business Account, a WhatsApp Business Account (WABA) and a WhatsApp Business Profile, and then selects or adds the phone number.
    WhatsApp - WXCC · Embedded Sign-Up, steps 1 to 5 · Checked 2026-10-02
  26. 27
    To import a sample flow, create a service in Webex Connect, open its Flows tab, choose Create Flow, name the flow, pick Upload a flow as the method, choose the template file and click Create.
    Flow Configuration using Sample Templates · Import a flow into a service · Checked 2026-10-02
  27. 28
    A flow created with the Upload Flow method must be saved before you go any further.
    Flow Configuration using Sample Templates · Import a flow into a service (note) · Checked 2026-10-02
  28. 29
    After WhatsApp and other digital assets are created in Webex Connect and registered with Webex Contact Center, the contact-lifecycle flows are built in Webex Connect Flow Builder, starting from predefined templates that Cisco publishes through DevNet.
    Set up digital channels in Webex Contact Center · Configure flows for digital channels · Checked 2026-10-02
  29. 30
    The sample templates include three global flows used across channels: Task Routed (adds the agent to the conversation), Task Modified (transfers and conferences) and Close Task (runs when the agent ends the contact).
    Flow Configuration using Sample Templates · Global flows · Checked 2026-10-02
  30. 31
    For Webex Contact Center, a WhatsApp asset most likely needs its own inbound flow in its own service. That flow receives incoming WhatsApp messages, creates or appends the conversation and calls Queue Task, and the global Task Routed, Task Modified and Close Task flows run alongside it.inferred
    Flow Configurations - CCE · WhatsApp Inbound Message Flow; combined with the Webex Contact Center sample template page and the one-service-one-asset limitation · Checked 2026-10-02
  31. 32
    The Webex Contact Center flow templates do not support appending WhatsApp location messages to conversations. The documented workaround is to extract the latitude and longitude and send them as plain text, for example as a generated map URL.
    Flow Configuration using Sample Templates · Note on WhatsApp location messages · Checked 2026-10-02
  32. 33
    Multimedia that customers send on WhatsApp, such as stickers, pictures and GIFs, appears to the agent as attachments.
    Set up digital channels in Webex Contact Center · WhatsApp limitations list · Checked 2026-10-02
  33. 34
    The digital channels article orders agent setup as: create multimedia profiles covering the digital media types, create a site tagged with the profile, create a team in that site, create users as agents associated with team, site and profile, and configure the RONA timeout in Control Hub.
    Set up digital channels in Webex Contact Center · Provision digital channels, step 3 · Checked 2026-10-02
  34. 35
    A live location or contact shared by a WhatsApp customer does not render on the Agent Desktop.
    Set up digital channels in Webex Contact Center · WhatsApp limitations list · Checked 2026-10-02
  35. 36
    The Webex Connect WhatsApp asset page says WhatsApp-provided '555' business numbers are not currently supported.
    WhatsApp - WXCC · Prerequisites · Checked 2026-10-02
  36. 37
    The number for a Webex Connect WhatsApp asset must not be a short code, or a toll-free number that cannot receive an OTP message.
    WhatsApp - WXCC · Prerequisites · Checked 2026-10-02
  37. 38
    Webex Contact Center does not support voice messages on the WhatsApp channel.
    Set up digital channels in Webex Contact Center · WhatsApp limitations list · Checked 2026-10-02
  38. 39
    For WhatsApp in Webex Contact Center, one Webex Connect service can have only one asset (a one-to-one mapping).
    Set up digital channels in Webex Contact Center · WhatsApp limitations list · Checked 2026-10-02
  39. 40
    In Embedded Sign-Up the phone number is verified with an OTP delivered by SMS or voice call. The OTP arrives a few minutes after Verify Number is clicked and is valid for 24 hours.
    WhatsApp - WXCC · Embedded Sign-Up, phone number verification step · Checked 2026-10-02
  40. 41
    The Initiate outbound conversation article (updated 2025-12-17) says agent-initiated outbound messaging is available through the SMS and Email digital channels. It does not list WhatsApp.
    Initiate outbound conversation · Introduction · Checked 2026-10-02
  41. 42
    The Manage Quick Replies article says that before adding a WhatsApp registered template you must have already created the WhatsApp message and had it approved by WhatsApp.
    Manage Quick Replies · Add a WhatsApp registered template, before you begin · Checked 2026-10-02
  42. 43
    A WhatsApp registered template quick reply uses Response type 'WhatsApp registered Message' and asks for a business account ID, a language, a WhatsApp category, an optional header, the message, an optional footer of at most 60 characters, and sample values for variables.
    Manage Quick Replies · Add a WhatsApp registered template · Checked 2026-10-02
  43. 44
    After registration Webex Connect shows WABA status (PENDING, APPROVED or REJECTED), number status, a quality rating based on how recipients received messages over the past seven days, and message throughput.
    WhatsApp - WXCC · Quality and account metrics section · Checked 2026-10-02
  44. 45
    Queues for WhatsApp contacts are created with channel type Social Channel.
    Set up digital channels in Webex Contact Center · Provision digital channels, step 5 (entry points and queues) · Checked 2026-10-02
  45. 46
    The Queue Task node outputs taskId and agentId. Its outcomes include Queued, taskFailed, onTimeout, onError and onInvalidData.
    Queue Task - WXCC · Output variables; node outcomes · Checked 2026-10-02
  46. 47
    In the Queue Task node the administrator picks the queue from a dropdown. Queues are configured in Webex Contact Center and then mapped to the Webex Connect tenant.
    Flow Configuration using Sample Templates · Queue Task configuration · Checked 2026-10-02
  47. 48
    The Webex Connect Queue Task node calls the Webex Contact Center Queue Task API to queue the contact. It supports WhatsApp among its channels and takes a task ID, conversation ID, media type, media channel and queue details as inputs.
    Queue Task - WXCC · Overview; input variables; supported channels · Checked 2026-10-02
  48. 49
    Quick replies, including WhatsApp registered templates, are managed in Control Hub under Services > Contact Center > Desktop Experience > Quick replies.
    Manage Quick Replies · Add a WhatsApp registered template · Checked 2026-10-02
  49. 50
    To register a WhatsApp asset for Webex Contact Center in Webex Connect, go to Assets > Apps > WhatsApp, choose Manage on the asset, click Register to Webex Engage, select the Webex Connect service for the WhatsApp flow and click Register. The page then shows 'Asset registered successfully'.
    WhatsApp - WXCC · Registering Asset with Webex Contact Center · Checked 2026-10-02
  50. 51
    A WhatsApp asset registered for Webex Contact Center shows a Webex Engage icon and a PCI check-enabled flag next to the app name in Webex Connect.
    WhatsApp - WXCC · Registering Asset with Webex Contact Center (visual indicators) · Checked 2026-10-02
  51. 52
    An entry dated 2026-04-30 on the administrators' What's New page introduces WhatsApp Registered Template support in Control Hub Quick Replies. Administrators can create templates and submit them directly for Meta approval, and approved templates are available to agents during conversations.disputed
    What's new for administrators in Webex Contact Center · WhatsApp Registered Templates (April 30, 2026) · Checked 2026-10-02
  52. 53
    The Webex Contact Center sample-template page describes seven templates covering Facebook Messenger, email, live chat and SMS plus the global flows, and names no WhatsApp-specific inbound template.
    Flow Configuration using Sample Templates · Download sample templates (template list) · Checked 2026-10-02
  53. 54
    The digital channels setup article, last updated 2026-08-19, lists 'WhatsApp templates are currently not supported' among the WhatsApp limitations.disputed
    Set up digital channels in Webex Contact Center · WhatsApp limitations list, last bullet · Checked 2026-10-02
  54. 55
    Cisco says Meta-approved WhatsApp Registered Templates let a business send business-initiated messages outside the 24-hour customer service window.
    What's new for administrators in Webex Contact Center · WhatsApp Registered Templates (April 30, 2026) · Checked 2026-10-02
  55. 56
    After the contact center is provisioned, Control Hub's Contact Center Tenant Settings > Digital page shows Webex Engage and Webex Connect and launches them.
    Set up digital channels in Webex Contact Center · Provision digital channels, step 1 · Checked 2026-10-02
  56. 57
    If business verification is skipped during Embedded Sign-Up, the business can send notifications to only two numbers and have 10 customer-initiated conversations.
    WhatsApp - WXCC · Embedded Sign-Up, business verification step · Checked 2026-10-02
  57. 58
    In the United States and Canada, a virtual number must be onboarded as a 10DLC number with a brand and campaign ID before it can be enabled for WhatsApp through Webex Connect.
    WhatsApp - WXCC · Embedded Sign-Up, step on phone number integration (note) · Checked 2026-10-02
  58. 59
    The Webex Connect page says business verification and WhatsApp display name review are not mandatory to start messaging on WhatsApp. Verification is needed only when the business is ready to scale business-initiated conversations.
    WhatsApp - WXCC · Display Name and Business Verification · Checked 2026-10-02
  59. 60
    Digital channels for Webex Contact Center (Facebook Messenger, live chat, email, SMS, Apple Messages for Business, WhatsApp) are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer.
    Set up digital channels in Webex Contact Center · overview and setup steps (final step 'Create flows in Webex Connect') · Checked 2026-09-30
  60. 61
    The digital channels are released in controlled general availability and only customers who have worked with Cisco's Solution Assurance team to plan onboarding can use them.
    Set up digital channels in Webex Contact Center · Set up digital channels in Webex Contact Center, About digital channels · Checked 2026-09-15
  61. 62
    A newly added Control Hub administrator must create their Webex Connect user account and sign in to Webex Connect within 7 days, or the user account has to be recreated before they can gain access.
    Set up digital channels in Webex Contact Center · Provision digital channels, Before you begin · Checked 2026-09-04
  62. 63
    The WhatsApp Business Messaging Policy permits contacting a person only if they gave the business their number or username and opted in to receive messages or calls from it.
    WhatsApp Business Messaging Policy · Section 1 Create a Quality Experience · Checked 2026-10-01
  63. 64
    The limits are 6,000 active entry points and 1,000 outdial entry points.
    System limits in Webex Contact Center · limits table, entry point rows · Checked 2026-09-30
  64. 65
    The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type.
    System limits in Webex Contact Center · limits table, queue rows 'Skill-based routing type' and 'Team-based routing type' · Checked 2026-09-30
  65. 66
    When a Webex Contact Center organisation is set up, Webex Contact Center automatically provisions Webex Engage and Webex Connect as digital services and the 2 products synchronise administrator user accounts.
    Set up digital channels in Webex Contact Center · Set up digital channels, Provision digital channels · Checked 2026-09-04
  66. 67
    Before any digital channel can be set up, the Webex CC Task and Webex CC Engage node integrations in Webex Connect must each be set to an Authorized state; that authorisation is what lets Webex Connect nodes communicate with Webex Contact Center and Webex Engage.
    Set up digital channels in Webex Contact Center · Before you begin, step 2 · Checked 2026-09-04
  67. 68
    The entry point a digital contact lands on, configured with channel type Social Channel and bound to the Webex Connect asset by an Asset Name field, and the queue it is routed to are both created in the Webex Contact Center Management Portal rather than in Webex Connect.
    Set up digital channels in Webex Contact Center · Before you begin, step 5 · Checked 2026-09-04
  68. 69
    Predefined Webex Contact Center digital-channel flow templates are distributed through the Cisco DevNet GitHub repository rather than bundled in the Webex Connect application, and are brought in using the Create Flow then Upload a Flow method.
    Set up digital channels in Webex Contact Center · Set up digital channels, step 7; Configure flows for digital channels · Checked 2026-09-04
  69. 70
    Every pre-built Webex Contact Center node inside an imported template flow must be opened individually and authorised through a Node Runtime Authorization selection before the flow will function; the authorisation is per node, not tenant-wide.
    Flow Configuration using Sample Templates · Configure Flows · Checked 2026-09-04
  70. 71
    On cloud Webex Contact Center, skill requirements and contact priority for a digital contact are configured on the QueueTask node inside the Webex Connect flow, and the resulting task is queued for agents whose skills match.
    Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority for digital channels · Checked 2026-09-04
  71. 72
    Webex Connect models branching as node outcomes rather than as a separate error-path object: a node may expose 2 or more outcomes, and at least 1 must be connected to a subsequent node for the flow to continue.
    Flows · Configuring a Flow · Checked 2026-09-04
  72. 73
    The maximum allowed size of a Webex Connect flow is 10 MB, and Cisco recommends staying below that to avoid problems saving or publishing.
    Flows · Flows, callout box · Checked 2026-09-04
  73. 74
    A Webex Connect flow has 2 states: Working Draft, saved but not serving traffic and permitted to contain errors, and Live, published and processing triggers. Save produces a Working Draft and Make Live publishes it; a live flow can afterwards be paused from the flow listing page.
    Flows · Configuring and Publishing a Flow · Checked 2026-09-04
  74. 75
    Flow runs that were triggered before a new version was published continue to execute the configuration that was live when they started; only runs triggered after publication use the new configuration.
    Flows · Configuring and Publishing a Flow, note box · Checked 2026-09-04
  75. 76
    Webex Contact Center's digital channel documentation lists WhatsApp templates as currently not supported.
    Set up digital channels in Webex Contact Center · Set up digital channels in Webex Contact Center, WhatsApp limitations list · Checked 2026-10-01
  76. 77
    WhatsApp message templates are not supported even though the template option is visible in the WhatsApp compose box, and WhatsApp also lacks multi-format text styling, real-time read receipts to the customer, removal of messages deleted for everyone, voice messages and WhatsApp Payments.
    Set up digital channels in Webex Contact Center · Channel-specific prerequisites, WhatsApp · Checked 2026-09-04
  77. 78
    Outside the 24-hour customer service window a business may send WhatsApp messages only through approved message templates.
    WhatsApp Business Messaging Policy · Section 2 WhatsApp Business Platform Specific Terms · Checked 2026-10-01
  78. 79
    Webex Connect creates WhatsApp templates under Tools > Templates, submits them to WhatsApp for approval and refreshes approval status automatically.
    WhatsApp templates (Webex Connect Platform Overview) · WhatsApp templates, creation and approval status · Checked 2026-10-01
  79. 80
    Edits made to a template in WhatsApp Manager are not synced into Webex Connect, so a changed template must be created anew in Webex Connect.
    WhatsApp templates (Webex Connect Platform Overview) · WhatsApp templates, limitations note on edits · Checked 2026-10-01
  80. 81
    All inbound and outbound attachments across all digital channels are automatically scanned for malware, and an attachment that fails the scan is dropped in both directions and shown in Agent Desktop as an unknown or blocked file with no download option.
    Set up digital channels in Webex Contact Center · Supported attachment file types for digital channels · Checked 2026-09-04
  81. 82
    The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions.
    System requirements for Webex Contact Center Desktop · Supported browsers table, Minimum column · Checked 2026-09-30
  82. 83
    A 24-hour customer service window opens when a WhatsApp user messages the business.
    WhatsApp Business Messaging Policy · Section 2 WhatsApp Business Platform Specific Terms · Checked 2026-10-01
  83. 84
    Each further user message resets the 24-hour customer service window.
    WhatsApp Business Messaging Policy · Section 2 WhatsApp Business Platform Specific Terms · Checked 2026-10-01

Documents

tier 2 current vendor documentation

Flow Configuration using Sample Templates

Cisco Systems, Inc. (Webex Connect documentation) · accessed 2026-09-04

tier 2 current vendor documentation

Flow Configurations - CCE

Cisco Webex Connect · accessed 2026-10-02

tier 2 current vendor documentation

Flows

Cisco Systems, Inc. (Webex Connect documentation) · accessed 2026-09-04

tier 2 current vendor documentation

Get started with Agent Desktop

Cisco Systems, Inc. (Webex Help Center) · 2026-04-07 · accessed 2026-09-16

tier 2 current vendor documentation

Initiate outbound conversation

Cisco · 2025-12-17 · accessed 2026-10-02

tier 2 current vendor documentation

Manage Quick Replies

Cisco · 2026-05-06 · accessed 2026-10-02

tier 2 current vendor documentation

Manage WhatsApp conversations

Cisco · 2025-01-23 · accessed 2026-10-02

tier 2 current vendor documentation

Queue Task - WXCC

Cisco (Webex Connect documentation) · accessed 2026-09-24

tier 2 current vendor documentation

Set up digital channels in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-19 · accessed 2026-09-04

tier 2 current vendor documentation

System limits in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-18 · accessed 2026-09-05

tier 2 current vendor documentation

System requirements for Webex Contact Center Desktop

Cisco Systems, Inc. (help.webex.com) · 2026-09-01 · accessed 2026-09-16

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems (Webex Help Center) · 2026-09-21 · accessed 2026-09-22

tier 2 current vendor documentation

What's new for agents in Webex Contact Center

Cisco · 2025-10-29 · accessed 2026-09-24

tier 2 current vendor documentation

WhatsApp - WXCC

Cisco (Webex Connect) · accessed 2026-10-01

tier 2 current vendor documentation

WhatsApp Business Messaging Policy

WhatsApp LLC (Meta Platforms) · 2026-09-23 · accessed 2026-10-01

tier 2 current vendor documentation

WhatsApp templates (Webex Connect Platform Overview)

Cisco (Webex Connect) · accessed 2026-10-01

Cite this page

APA

WarmTransfer. (2026, October 2). Setting up WhatsApp as a Webex Contact Center channel. WarmTransfer. https://warmtransfer.net/guides/wxcc-whatsapp-channel-setup

BibTeX

@misc{warmtransfer-wxcc-whatsapp-channel-setup,
  title  = {Setting up WhatsApp as a Webex Contact Center channel},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-whatsapp-channel-setup},
  note   = {Verified 2026-10-02}
}