Create a Contact Center AI configuration

Publisher

Cisco

URL

https://help.webex.com/en-us/article/npbt02j

Published

2025-11-03

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Contact Center AI Connector field offers three connector types: Webex CCAI, Integration Connector (third-party platforms such as Google) and Service App. in context
• A CCAI configuration can be set as the default for Virtual Agent conversations; the Agent Answers default option is not applicable to Webex Contact Center. in context
• When creating the Google conversation profile, the Enable virtual agent option under Choose to use Dialogflow must be turned on for use with Webex Contact Center virtual agent. in context
• A Contact Center AI configuration is created in Control Hub under Services > Contact Center > Tenant settings > Integrations, Features tab, New > Contact Center AI Config, with a unique Config Name and optional Description. in context
• The service-specific integration connector, for example the Google Contact Center AI connector, must exist before a Contact Center AI configuration can be created. in context
• For the Google CCAI connector, the CCAI configuration takes a Google Conversation Profile ID, obtained from the Agent Assist UI in Google Cloud Platform. in context
• After Save, a confirmation message appears and the configured CCAI card is shown on the Features page. in context
• Cisco lists CCAI feature regional availability as US, UK, Frankfurt, Australia, Japan, Singapore and Canada. in context

Cite this source record

APA

WarmTransfer. (2025, November 3). Create a Contact Center AI configuration. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-npbt02j-wxcc-ccai-configuration-b

BibTeX

@misc{warmtransfer-cisco-help-npbt02j-wxcc-ccai-configuration-b,
  title  = {Create a Contact Center AI configuration},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-npbt02j-wxcc-ccai-configuration-b},
  note   = {Cisco, accessed 2026-09-30}
}