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

Claims citing this source

• 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. fact 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. fact 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. fact in context
• Once an Email channel asset is created in Control Hub, its assigned service and Email channel cannot be changed. fact 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. fact 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. fact 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. fact 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. fact in context
• Webex Contact Center documents 6 digital channels: Facebook Messenger, Livechat, Email, SMS, Apple Messages for Business and WhatsApp. fact 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. fact 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. fact 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. fact 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. fact 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. fact 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. fact 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. fact 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}
}