Source record · tier 2 current vendor documentation
Set up digital channels in Webex Contact Center
- Publisher
- Cisco Systems, Inc. (Webex Help Center)
- URL
- https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center
- Published
- 2026-08-19
- Updated
- unknown
- Accessed
- 2026-09-04
- HTTP status
- 200
- License
- Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only
Source notes citing this source
- The Webex Contact Center digital channels setup article lists Facebook Messenger, Livechat, Email, SMS, Apple Messages for Business and WhatsApp, and does not list RCS. in context
- Webex Contact Center flows for digital channels are built in Flow Builder in Webex Connect rather than in the voice Flow Designer, and support global variables and custom flow variables. in context
- Webex Contact Center Agent Desktop displays an infected attachment as an 'Unknown file' and offers no download option. in context
- When provisioning Webex Contact Center digital channels, the attachment types allowed for each channel are configured in Webex Engage as part of the channel templates step. in context
- In Webex Contact Center an attachment in which malware is detected is dropped in both directions (customer-to-agent and agent-to-customer). in context
- In Webex Contact Center the system automatically runs a malware check on all inbound and outbound attachments on all digital channels. in context
- On the Webex Contact Center WhatsApp channel, customer-sent multimedia such as stickers, pictures and GIFs appears as attachments in Agent Desktop. in context
- Webex Contact Center does not support WhatsApp voice messages. in context
- The digital channels setup sequence is: provision digital services in Control Hub and authorize the node in Webex Connect; create multimedia profiles, sites, teams and users; configure channel assets in Webex Connect and register them in Contact Center; create entry points and queues with the channel type; design templates in Webex Engage; then build the flows in Webex Connect. in context
- 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. in context
- Webex Contact Center digital channels are in controlled availability and usable only by customers who planned onboarding with the Cisco Solution Assurance team. in context
- Because Webex Contact Center lists WhatsApp templates as unsupported, an agent there likely cannot re-engage a customer after the 24-hour window from the desktop and needs a Webex Connect template flow instead. inferred in context
- WhatsApp in Webex Contact Center uses an entry point with Channel Type Social Channel and the desired social channel type, with flows built in Webex Connect Flow Builder. in context
- Webex Contact Center's digital channel documentation lists WhatsApp templates as currently not supported. in context
- To use Apple Messages for Business with Webex Contact Center, the business registers on Apple Business Register to create a Messages for Business account and selects Webex Connect as its messaging service provider. in context
- Until Cisco announces Control Hub asset management for AMB, the AMB asset is most likely still created and managed in Webex Connect, not in Control Hub, and administrators should expect this to change soon. inferred in context
- Cisco's digital channels article lists List Picker, Time Picker, Forms and Rich Links (videos and images) as supported AMB rich message types in Webex Contact Center. in context
- The cloud Webex Contact Center article documents 4 Apple Messages for Business rich message types: List Picker, Time Picker, Forms and Rich Links. disputed in context
- For SMS, Livechat, Facebook Messenger and WhatsApp the channel asset is created in Webex Connect and then registered against a Webex Contact Center entry point; Email is the exception, with its asset created directly in Control Hub. in context
- 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. in context
- Webex Contact Center digital channels are released in controlled general availability: only customers who have worked with the Cisco Solution Assurance team to plan their onboarding can use them. in context
- Once an Email channel asset is created in Control Hub, its assigned service and Email channel cannot be changed. in context
- 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. in context
- Webex Contact Center defines 4 skill types for digital skills-based routing: proficiency, a value from 0 to 10 representing expertise; boolean, true or false; text, matched exactly; and enum, a named set of predefined values. in context
- 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. in context
- 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. in context
- Webex Contact Center documents 6 digital channels: Facebook Messenger, Livechat, Email, SMS, Apple Messages for Business and WhatsApp. in context
- Cisco states that Webex Contact Center does not currently support assigning a skill profile to a team, only to an individual agent. disputed in context
- If no matching agent becomes available within the interval configured on the QueueTask node, skill requirements can be removed or reduced by specifying skill relaxations on that same node. in context
- 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. in context
- 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. in context
- 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. in context
- 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. in context
- In the Webex Contact Center digital channel setup guide, SMS, Livechat, Facebook Messenger and WhatsApp assets are created in Webex Connect and registered in Webex Contact Center, while the Email asset is created in Control Hub. in context
- After an Email asset is created in Webex Contact Center, its assigned service and channel cannot be changed. in context
- A digital-channel entry point is created with Channel Type set to Social Channel, the Social Channel Type set to the desired digital channel, and the channel asset selected in the Asset Name list. in context
- Webex Contact Center runs a malware check on all inbound and outbound attachments on all digital channels and drops any infected attachment in both directions. in context
- The digital setup guide orders agent enablement as: create multimedia profiles for chat, email and social; create a site tagged with the multimedia profile; create a team on that site; then create agents associated to the team, site and multimedia profile. in context
- When configuring services for WhatsApp in Webex Contact Center, the system allows only a one-to-one mapping between a service and an asset. in context
- The digital channel setup guide lists WhatsApp templates as not supported in Webex Contact Center. disputed in context
- Setting up Webex Contact Center digital channels requires administrator access to Control Hub, Webex Contact Center, Webex Connect and Webex Engage. in context
- Cisco's digital channel setup article orders the Webex Contact Center entity work as multimedia profiles, then sites tagged with those profiles, then teams, then users assigned to teams and multimedia profiles, then RONA timeouts in Control Hub. in context
- Cisco's setup article points administrators to the Webex Engage Customer Care console for dashboards and conversation transcripts used to verify digital channel operation and monitor agents. in context
- Setting a RONA timeout in Control Hub is a documented prerequisite of digital-channel setup, defined as the duration within which an agent must answer a contact request before it returns to the queue and the agent state changes to RONA. in context
- 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. in context
- Before setting up digital channels, set the Webex CC Task and Webex CC Engage nodes to the Authorized state in Webex Connect. in context
- For WhatsApp, create the entry point with Channel Type Social Channel and the matching digital channel, then map the WhatsApp asset to it. in context
- 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. in context
- Multimedia that customers send on WhatsApp, such as stickers, pictures and GIFs, appears to the agent as attachments. in context
- 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. in context
- A live location or contact shared by a WhatsApp customer does not render on the Agent Desktop. in context
- Webex Contact Center does not support voice messages on the WhatsApp channel. in context
- For WhatsApp in Webex Contact Center, one Webex Connect service can have only one asset (a one-to-one mapping). in context
- Queues for WhatsApp contacts are created with channel type Social Channel. in context
- The digital channels setup article, last updated 2026-08-19, lists 'WhatsApp templates are currently not supported' among the WhatsApp limitations. disputed in context
- After the contact center is provisioned, Control Hub's Contact Center Tenant Settings > Digital page shows Webex Engage and Webex Connect and launches them. in context
- 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. in context
- The Webex Contact Center article that sets up digital channels end to end does not contain the word transfer anywhere, so transferring a digital conversation is documented only in the flow platform and not in the contact centre's own setup material. in context
Cite this source record
APA
WarmTransfer. (2026, August 19). Set up digital channels in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n954r0k-wxcc-set-up-digital-channels
BibTeX
@misc{warmtransfer-cisco-help-n954r0k-wxcc-set-up-digital-channels,
title = {Set up digital channels in Webex Contact Center},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/sources/cisco-help-n954r0k-wxcc-set-up-digital-channels},
note = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}