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Flow Configuration using Sample Templates

Publisher: Cisco Systems, Inc. (Webex Connect documentation)
URL: https://help.webexconnect.io/docs/wxcc-flow-configuration-using-sample-templates
Published: unknown
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

To import a template, open the service's Flows tab, click Create Flow, name it, choose 'Upload a flow' as the method, choose the file and click Create. Save the flow before going further, and publish it once changes are complete. in context
After import, each prebuilt Webex Contact Center node is opened and authorised by choosing 'Add New Authorization' in the Node Runtime Authorization dropdown. The method names must be left unchanged. in context
The Webex Connect help page 'Flow Configuration using Sample Templates - WXCC' lists sample templates for Facebook Messenger, email, live chat, SMS and task events, but none for Apple Messages for Business. in context
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. in context
When a queued digital task is routed to an agent, Webex Connect receives a Task Routed event on a dedicated global Routed flow, an Add Participant to Conversation node adds the agent so the contact surfaces in Agent Desktop, and an optional Screen Pop node can display a URL to the agent. in context
Cisco's sample-templates article states that a total of 7 representative flows are available while the table immediately below it lists 8 named flows. disputed in context
The Task Routed, Task Modified and Close Task flows are configured only once per Webex Contact Center organization and are triggered by Webex Contact Center events rather than customer messages. in context
If the Task Routed flow is not live, an agent can be reserved by Webex Contact Center but is likely never added to the Webex Connect conversation, so a missing or unpublished global flow is a candidate cause for chats that reach an agent without content. inferred in context
The SMS inbound flow template requires Incoming message to be selected as the flow trigger on the Start node. in context
The Task Routed flow adds the agent as a participant in the conversation when Webex Connect receives the Task Routed event, and Task Modified adds or removes agents for transfer and conference. in context
Alongside the per-channel inbound templates, the sample set includes 3 global flows: Task Routed, Task Modified and Close Task. in context
For imported SMS template flows the start node must be configured with incoming message as the trigger, while the other channel templates configure their start nodes on import. in context
A sample flow template is imported by creating a Webex Connect service corresponding to the channel asset, opening its Flows tab, choosing Create Flow, selecting Upload a flow as the method and uploading the template file. in context
Cisco advises saving an imported template flow immediately after creation to prevent script formatting issues. in context
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. in context
A flow created with the Upload Flow method must be saved before you go any further. in context
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). in context
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. in context
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. in context
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. in context

Cite this source record

APA

WarmTransfer. (2026, September 4). Flow Configuration using Sample Templates. WarmTransfer. https://warmtransfer.net/knowledge/sources/webexconnect-docs-wxcc-sample-flow-templates

BibTeX

@misc{warmtransfer-webexconnect-docs-wxcc-sample-flow-templates,
  title  = {Flow Configuration using Sample Templates},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/webexconnect-docs-wxcc-sample-flow-templates},
  note   = {Cisco Systems, Inc. (Webex Connect documentation), accessed 2026-09-04}
}