Source note · Virtual agents and conversational IVR design
Cisco states that custom events, the mechanism by which a flow orchestrates fulfilment actions such as retrieving data from external systems or calling third-party APIs during an AI agent conversation, are currently supported for scripted and autonomous AI agents through the voice channel only.
Checked 2026-09-16
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- virtual agent
- Deployment
- not restricted
- Region
- not restricted
- Release range
- not restricted
- Checked
- 2026-09-16
Sources
- Use AI agents for customer interactions — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Configure custom events
Cite this note
APA
WarmTransfer. (2026, September 16). Virtual agents and conversational IVR design: source note va-custom-events-are-voice-channel-only. WarmTransfer. https://warmtransfer.net/knowledge/claims/va-custom-events-are-voice-channel-only
BibTeX
@misc{warmtransfer-claim-va-custom-events-are-voice-channel-only,
title = {Virtual agents and conversational IVR design: source note va-custom-events-are-voice-channel-only},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/va-custom-events-are-voice-channel-only},
note = {Source note va-custom-events-are-voice-channel-only, checked 2026-09-16}
}