Setting up chat and email and SMS channels in Webex Contact Center

See also

Sources

1. 1
   Setting up Webex Contact Center digital channels requires administrator access to Control Hub, Webex Contact Center, Webex Connect and Webex Engage.

   Set up digital channels in Webex Contact Center · Prerequisites section · Checked 2026-09-30
2. 2
   When a chat, email or social request is routed to a queue and the agent is available, it appears in the Agent Desktop task list pane and the agent must accept it to start communicating, with an Accept All Tasks option for several at once.

   Get started with Agent Desktop · Incoming chat, email and social requests section · Checked 2026-09-30
3. 3
   If an agent does not accept a digital request within the configured timeframe, the agent's state changes to RONA.

   Get started with Agent Desktop · Incoming requests, RONA sentence · Checked 2026-09-30
4. 4
   If the credentials used for a Webex CC node authorisation change, Webex Connect loses access and the authorisation has to be redone.

   Webex CC Task Integration Nodes and Node Authorizations · Note following the authorisation steps · Checked 2026-09-30
5. 5
   Webex CC Task and Webex CC Engage node authorisation is performed in Webex Connect under Assets > Integrations > Pre-built Integrations, choosing Actions > Manage, then Add Authorization in the Node Authorizations section and signing in with a Cisco account.

   Webex CC Task Integration Nodes and Node Authorizations · Steps to authorize nodes, steps 1 to 7 · Checked 2026-09-30
6. 6
   The user who authorises the Webex CC nodes must have a Contact Center licence mapped to them with the Full Admin or Contact Center Admin role in Control Hub.

   Webex CC Task Integration Nodes and Node Authorizations · Node authorization prerequisites note · Checked 2026-09-30
7. 7
   A desktop profile has a single Auto accept digital interactions toggle that automatically accepts new and transferred inbound digital interactions for its agents, is off by default for existing desktop profiles and requires Standard or Premium agent licences.

   Desktop profiles (Webex Contact Center) · General settings, Auto accept digital interactions · Checked 2026-09-30
8. 8
   Webex Connect's WXCC overview says the integration supports 5 channels, Facebook Messenger, SMS, Live Chat, Email and WhatsApp, which disagrees with other Cisco pages that document 6 channels including Apple Messages for Business.disputed

   Overview - Cisco Webex Contact Center and Webex Connect integration · Overview opening paragraph · Checked 2026-09-30
9. 9
   Launching Live Chat first involves the fewest external dependencies of the three channels, because unlike SMS it needs no number provisioned through a Cisco success manager and unlike email it needs no Gmail or Microsoft 365 mailbox forwarding rule.inferred

   Live Chat - WXCC · Whole article compared with the SMS and Email asset articles · Checked 2026-09-30
10. 10
    The Webex Contact Center email channel accepts inbound attachments up to 25 MB over SMTP.

    Email Asset Creation - WXCC · Attachments note · Checked 2026-09-30
11. 11
    The Webex Connect WXCC email article places Email asset creation in Webex Connect under Assets > Apps > Configure New App > Email followed by Register To Webex Engage, whereas Cisco's help.webex.com setup article places the Email asset in Control Hub.disputed

    Email Asset Creation - WXCC · Email asset creation steps and registration steps · Checked 2026-09-30
12. 12
    The email asset generates a forwarding address, and the administrator must configure an auto-forwarding rule on the support mailbox entered in the EMAIL ID field so that received emails are forwarded to it.

    Email Asset Creation - WXCC · Mailbox setup, forwarding address step · Checked 2026-09-30
13. 13
    Cisco instructs administrators not to delete an Email asset once it has been registered with Webex Contact Center.

    Email Asset Creation - WXCC · Registration section, warning · Checked 2026-09-30
14. 14
    Webex Connect supports only Gmail and Microsoft 365 mailboxes for the Webex Contact Center email channel, authenticating by username and password or by OAuth 2.0, with OAuth 2.0 recommended.

    Email Asset Creation - WXCC · Email provider and authentication fields · Checked 2026-09-30
15. 15
    Templates for digital channels are created in Webex Engage and determine how each channel appears in Agent Desktop and which attachment types are permitted.

    Configure a chat template for Webex Contact Center · Opening section · Checked 2026-09-30
16. 16
    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.

    Set up digital channels in Webex Contact Center · Create entities in Management Portal section, ordered list · Checked 2026-09-30
17. 17
    A Webex Contact Center entry point of channel type Chat, Email or Social has an Asset Name field for choosing the asset configured in Webex Connect, and a Social entry point also has a Social Channel Type of Facebook Messenger, SMS, WhatsApp or Apple Business Chat.

    Set up a channel in Webex Contact Center · Asset Name and Social Channel Type field descriptions · Checked 2026-09-30
18. 18
    An entry point name cannot exceed 80 characters and may contain alphanumeric characters, underscores and hyphens.

    Set up a channel in Webex Contact Center · Name field description · Checked 2026-09-30
19. 19
    Cisco states that the entry point Service Level Threshold field has no functional impact on the system's calculations and a placeholder value may be entered.

    Set up a channel in Webex Contact Center · Service Level Threshold field description · Checked 2026-09-30
20. 20
    Alongside the per-channel inbound templates, the sample set includes 3 global flows: Task Routed, Task Modified and Close Task.

    Flow Configuration using Sample Templates · Getting the templates paragraph · Checked 2026-09-30
21. 21
    A Live Chat asset for Webex Contact Center is created in Webex Connect under Assets > Apps > Configure New App > Mobile / Web, enabling the Live Chat toggle and choosing MQTT or Web Socket as primary and secondary transfer protocols.

    Live Chat - WXCC · Live Chat asset creation steps · Checked 2026-09-30
22. 22
    Deleting a Live Chat asset that has been registered to Webex Engage cannot be reversed.

    Live Chat - WXCC · Register to Webex Engage, warning note · Checked 2026-09-30
23. 23
    For the Webex Contact Center integration the Use Secured Port option on the Live Chat asset is mandatory and payload encryption must not be enabled.

    Live Chat - WXCC · Live Chat asset creation steps, secured port and encryption notes · Checked 2026-09-30
24. 24
    In a Blended multimedia profile voice can be set from 0 to 1 and chat, email and social each from 0 to 5.

    Multimedia profiles (Webex Contact Center) · Blended profile field ranges · Checked 2026-09-30
25. 25
    Webex Contact Center ships a Default_Telephony_Profile with voice 1 and chat, email and social 0, and a Default_Multimedia_Profile with voice 1 and chat, email and social 5 each.

    Multimedia profiles (Webex Contact Center) · Default multimedia profiles section · Checked 2026-09-30
26. 26
    An Exclusive multimedia profile offers an agent 1 contact at a time and uses a fixed channel priority of voice, then chat, then email, then social.

    Multimedia profiles (Webex Contact Center) · Exclusive profile section · Checked 2026-09-30
27. 27
    While handling a non-voice contact an agent can make a manual outdial call from Agent Desktop as long as the agent has a voice channel available in the multimedia profile.

    Multimedia profiles (Webex Contact Center) · Blended profile notes · Checked 2026-09-30
28. 28
    Multimedia profiles can be assigned to a site, a team or an individual agent, and the agent-level profile takes precedence over the team profile, which takes precedence over the site profile.

    Multimedia profiles (Webex Contact Center) · Assign multimedia profiles section · Checked 2026-09-30
29. 29
    Webex Contact Center multimedia profiles come in 3 types: Blended, where each channel's concurrent capacity is configurable; Blended Real-time, with 1 mandatory real-time channel (voice or chat) plus a configurable email limit; and Exclusive, 1 contact at a time.

    Multimedia profiles (Webex Contact Center) · Profile types section · Checked 2026-09-30
30. 30
    When a queue's channel type is Chat, Email or Social channel, Webex Contact Center shows Chat distribution, Email distribution or Conversation distribution respectively in place of call distribution groups.

    Create queues and configure routing patterns · Channel type field description · Checked 2026-09-30
31. 31
    Digital queues (Chat, Email, Social) have a Manual-assigned contacts by agents toggle that adds the queue to the Queued tab in Agent Desktop so agents can pick interactions from it.

    Create queues and configure routing patterns · Manual-assigned contacts by agents field description · Checked 2026-09-30
32. 32
    A Service level threshold cannot be configured on a Social channel queue.

    Create queues and configure routing patterns · Service level threshold field description · Checked 2026-09-30
33. 33
    Skills-based queues offer 2 agent selection patterns: Longest available, choosing the agent idle longest, and Best available, choosing the agent with the highest proficiency in the required skills.

    Create queues and configure routing patterns · Routing type, skills-based routing options · Checked 2026-09-30
34. 34
    On the Queue Task node, Media Type is Social for SMS, Facebook Messenger, WhatsApp and Apple Messages, Email for email, and Chat for Live Chat, with Media Channel selecting the specific channel.

    Queue Task - WXCC · Input fields, Media Type and Media Channel · Checked 2026-09-30
35. 35
    The Queue Task node exposes outcomes including Queued on success and taskFailed, onTimeout, onError, onInvalidData, onInvalidChoice and onauthorizationfail on failure.

    Queue Task - WXCC · Node outcomes section · Checked 2026-09-30
36. 36
    Contact priority on the Queue Task node takes values from 1 to 9, where 1 is highest and 9 is lowest.

    Queue Task - WXCC · Contact Priority field · Checked 2026-09-30
37. 37
    Queue details on the Queue Task node are either static, choosing a queue of type Longest Available Agent or Skill Based Routing, or dynamic, entering a Queue ID, and dynamic queue selection requires node version 1.5 or later.

    Queue Task - WXCC · Queue details and version notes · Checked 2026-09-30
38. 38
    Skill relaxation on the Queue Task node is configured with a timeout, skill, skill condition and skill value, the default relaxation timeout is 60 seconds, and node version 1.3 is recommended for improved relaxation handling.

    Queue Task - WXCC · Skill-based routing and skill relaxation section; version notes · Checked 2026-09-30
39. 39
    Registering a Live Chat, SMS or Email asset to Webex Engage maps it to a Webex Connect service, and that service mapping cannot be changed once done.

    Live Chat - WXCC · Register to Webex Engage steps, note · Checked 2026-09-30
40. 40
    RONA timeouts for digital channels are set in Control Hub under Contact Center > Tenant settings > Desktop, with defaults of 30 seconds for chat, 300 seconds for email and 30 seconds for social, each adjustable from 1 to 6000 seconds.

    Manage RONA timeouts (Webex Contact Center) · RONA timeouts section, channel table · Checked 2026-09-30
41. 41
    Cisco warns not to release a number that is being used for customer support over SMS.

    SMS Asset Creation - WXCC · Critical considerations note · Checked 2026-09-30
42. 42
    SMS numbers for the Webex Contact Center integration are provisioned by request to the Partner Success Manager for Gold or partner tenants or the Customer Success Manager for customer tenants, reachable from the Contact Support page in Webex Connect.

    SMS Asset Creation - WXCC · Number procurement paragraph · Checked 2026-09-30
43. 43
    A provisioned SMS number is registered by going to Assets > Numbers in Webex Connect, selecting the number, choosing Manage and then Register to Webex Engage with the chosen service, after which a Webex Contact Center icon and a PCI check flag appear next to the number.

    SMS Asset Creation - WXCC · Registration steps and post-registration note · Checked 2026-09-30
44. 44
    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.

    Flow Configuration using Sample Templates · Configuring start nodes · Checked 2026-09-30
45. 45
    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.

    Flow Configuration using Sample Templates · Creating a service and importing flows, steps 1 to 6 · Checked 2026-09-30
46. 46
    Cisco advises saving an imported template flow immediately after creation to prevent script formatting issues.

    Flow Configuration using Sample Templates · Post-import configuration note · Checked 2026-09-30
47. 47
    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.

    Set up digital channels in Webex Contact Center · Testing and monitoring section · Checked 2026-09-30
48. 48
    Live Chat widget design and the code for embedding the widget on a website are both managed in Webex Engage rather than Webex Connect.

    Live Chat - WXCC · Closing notes on widget configuration · Checked 2026-09-30
49. 49
    In Webex Engage the Live Chat asset's Websites tab has an Add website action where the site domain is entered without an http or https prefix, for example *.acme.com, together with the widget's first message.

    Livechat - WxEngage standalone · Assets > Channel assets > Livechat > Websites tab · Checked 2026-09-30
50. 50
    The widget installation script is copied from the Installation tab of the Live Chat asset in Webex Engage and pasted before the closing body tag of the website's HTML, after which a launcher appears at the bottom right of the page.

    Livechat - WxEngage standalone · Installation tab steps · Checked 2026-09-30
51. 51
    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.

    Set up digital channels in Webex Contact Center · overview and setup steps (final step 'Create flows in Webex Connect') · Checked 2026-09-30
52. 52
    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.

    Set up digital channels in Webex Contact Center · About digital channels · Checked 2026-09-04
53. 53
    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.

    Set up digital channels in Webex Contact Center · Set up digital channels in Webex Contact Center, About digital channels · Checked 2026-09-15
54. 54
    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.

    Set up digital channels in Webex Contact Center · Set up digital channels, Provision digital channels · Checked 2026-09-04
55. 55
    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.

    Set up digital channels in Webex Contact Center · Provision digital channels, Before you begin · Checked 2026-09-04
56. 56
    A cloud Webex Contact Center deployment with digital channels enabled and a Contact Center Enterprise deployment integrated with Webex Connect cannot use the same Webex Connect instance or the same Control Hub customer organisation; Cisco directs partners to create a separate Control Hub organisation with a different administrator email as a temporary workaround.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · Prerequisites, note box · Checked 2026-09-04
57. 57
    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.

    Set up digital channels in Webex Contact Center · Before you begin, step 2 · Checked 2026-09-04
58. 58
    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.

    Set up digital channels in Webex Contact Center · Before you begin, step 4 · Checked 2026-09-04
59. 59
    Once an Email channel asset is created in Control Hub, its assigned service and Email channel cannot be changed.

    Set up digital channels in Webex Contact Center · Channel-specific prerequisites, Email · Checked 2026-09-04
60. 60
    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.

    Set up digital channels in Webex Contact Center · Before you begin, step 5 · Checked 2026-09-04
61. 61
    Cisco states that Webex Contact Center does not currently support assigning a skill profile to a team, only to an individual agent.disputed

    Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority, step 2 · Checked 2026-09-04
62. 62
    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.

    Set up digital channels in Webex Contact Center · Set up digital channels, step 7; Configure flows for digital channels · Checked 2026-09-04
63. 63
    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.

    Flow Configuration using Sample Templates · Configure Flows · Checked 2026-09-04
64. 64
    Webex Connect models branching as node outcomes rather than as a separate error-path object: a node may expose 2 or more outcomes, and at least 1 must be connected to a subsequent node for the flow to continue.

    Flows · Configuring a Flow · Checked 2026-09-04
65. 65
    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.

    Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority for digital channels · Checked 2026-09-04
66. 66
    A Webex Connect flow has 2 states: Working Draft, saved but not serving traffic and permitted to contain errors, and Live, published and processing triggers. Save produces a Working Draft and Make Live publishes it; a live flow can afterwards be paused from the flow listing page.

    Flows · Configuring and Publishing a Flow · Checked 2026-09-04
67. 67
    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.

    Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority, step 1 · Checked 2026-09-04
68. 68
    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.

    Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority, step 8 · Checked 2026-09-04
69. 69
    A Webex Connect flow version comment must not exceed 250 characters.

    Flows · Configuring and Publishing a Flow, note box · Checked 2026-09-04
70. 70
    The maximum allowed size of a Webex Connect flow is 10 MB, and Cisco recommends staying below that to avoid problems saving or publishing.

    Flows · Flows, callout box · Checked 2026-09-04
71. 71
    Flow runs that were triggered before a new version was published continue to execute the configuration that was live when they started; only runs triggered after publication use the new configuration.

    Flows · Configuring and Publishing a Flow, note box · Checked 2026-09-04
72. 72
    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.

    Flow Configuration using Sample Templates · Understanding Representative Flows, Routed Flow · Checked 2026-09-04
73. 73
    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.

    Set up digital channels in Webex Contact Center · Supported attachment file types for digital channels · Checked 2026-09-04
74. 74
    The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions.

    System requirements for Webex Contact Center Desktop · Supported browsers table, Minimum column · Checked 2026-09-30
75. 75
    Agent Desktop needs at least 4 GB of RAM. 8 GB or more is recommended.

    System requirements for Webex Contact Center Desktop · requirements table, Memory row · Checked 2026-09-30
76. 76
    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

    Flow Configuration using Sample Templates · opening paragraph and flow table · Checked 2026-09-04

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up chat and email and SMS channels in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-digital-channels-setup

@misc{warmtransfer-wxcc-digital-channels-setup,
  title  = {Setting up chat and email and SMS channels in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-digital-channels-setup},
  note   = {Verified 2026-09-30}
}