The Webex Contact Center Flow Designer activity set

Verified 2026-09-15 · 35 claims · sources tier 2 · 2 disputed

Also known as GoTo, HTTP Request, OnGlobalError, Recording Control, event flow, event flow canvas.

Flow Designer organises its activities into 4 groups: contact handling, flow control, utilities, and voice 6. The documentation details 43 activities across these 4 groups, covering 11 contact handling, 7 flow control, 8 utilities, and 17 voice activities 1​28.

Activity catalogue and operational constraints

Platform and release conditions are applied per activity rather than through a blanket rule 14. Some activities require the Next Generation platform, one requires Next Generation voice media, and one requires a local gateway alongside the real time media service 14. In the field, operational restrictions are stated unevenly across the catalogue: blind transfer is terminal and unsupported for consults, bridged transfer is unsupported in outbound and event flows and for a contact already assigned to an agent, while most activities state no restrictions at all 25.

In the field, the activity set uses at least 5 different label conventions for an outcome: Success and Failure on one activity, onSuccess and onError on another, Handled and Escalated and Error on a third, Errored on its successor, and True and False on branching activities 13. Get Queue Info represents the only contact handling activity featuring 3 named outcome branches: Success, Insufficient Information Flow, and Failure 9.

When reusable logic is updated, publishing an edited function updates every flow consuming that tagged version immediately 7.

Variables and runtime mutability

A flow supports a maximum of 30 variables in total, a limit that includes global variables 19. A flow variable's data type is immutable once created and cannot be altered afterwards 20. JSON variables are capped at 16 KB, limited to 5 per flow, and cannot be passed through flow chaining 12.

Flow execution values can be adjusted at runtime through specific variable configurations 4​2. A flow variable marked for external override can be changed from Control Hub by an administrator or supervisor, and the change applies immediately to calls already in progress 4. Similarly, marking a flow variable as agent editable allows an agent to alter its value during an interaction, and the system passes that updated value back into the flow 2.

Media and recording controls

The Recording Control activity relies on a Boolean flow variable to override the recording policy configured at tenant, queue, and schedule levels, operating in both directions 17. By contrast, the Record activity's own documentation notes that its recorded file is unencrypted and warns against capturing sensitive data 15. WarmTransfer's reading of the sources is that a recorded utterance can leave the platform through the HTTP Request activity, because the Record activity outputs a file reference that subsequent activities can transmit outward 16.

Error handling and event flows

Flow Designer's baseline error model dictates that an activity's error path routes to the OnGlobalError event handler, after which the flow terminates 8. Only a small number of activities include specialized error branches beyond the generic undefined error node 5. Error handling runs 3 tiers deep: an activity's own error path executes first, followed by a global error event flow, before the flow ends 26. Sources disagree on error path availability: Cisco lists 4 activities as lacking an undefined-error path, yet one of those 4 explicitly documents an undefined-error path within its own section 29.

An event flow functions as an asynchronous extension of the same flow on a dedicated second canvas, featuring an independent start and end without sharing activities with the main flow canvas 27. The Event flows tab designates 9 event handlers: OnGlobalError, AgentAccepted, PhoneContactEnded, AgentOffered, AgentDisconnected, CallbackFailed, PreDial, ContactAniUpdated, and OutboundCampaignCallResult 30.

Documentation defects

The GoTo activity's failure code table places output variable names into the failure code column, omitting GoTo failure codes entirely 10. A system variable for the entry point identifier contains a spelling defect in the published variable list, causing flows that copy the printed text verbatim to resolve to nothing 3. Sources disagree on the HTTP Request activity output variables, which are named in two incompatible ways across two sections of the same article 11. In the field, the utilities listing misspells the cryptographic hash activity, although its own specific section heading spells the activity name correctly 31. In the field, only a small fraction of the documentation's 133 tables include a caption element even though internal numbering passes table 30, meaning caption searches fail to surface most tables 18.

See also

• See also How a business hours configuration binds to a routing flow.
• See also Flow level override of contact centre recording policy.
• See also Which Flow Designer activities can send customer data outside the platform.
• See also The Flow Designer virtual agent activities.
• See also Webex Contact Center recording and contact data retention.
• See also The Start Media Stream activity and what feeds on it.
• See also Author-written functions in Flow Designer.
• See also What happens to a flow when a contact is transferred to an entry point.
• See also Who can change a recording and what happens at a transfer.
• See also What whisper names in Webex Contact Center.
• See also What an event flow can do.
• See also What each pre-recorded announcement leaves behind.
• See also Error path behaviour across Flow Designer activities.
• See also The Flow Designer failure code vocabularies.
• See also Pebble template syntax and filters in Flow Designer.
• See also Webex Contact Center Flow Designer architecture.
• See also Webex Contact Center queues teams and routing strategies.
• See also Webex Contact Center voice channel and PSTN options.
• See also Webex Contact Center Agent Desktop and widgets.
• See also Webex Contact Center APIs and webhooks.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center across cloud deployments, verified as of 2026-09-15.

What remains uncertain

The virtual agent activities and what they send outward is not covered by any claim in this article. Which activities can send customer data outside the platform is not covered by any claim in this article. Whether a flow overriding recording policy is audited is not covered by any claim in this article. Branches and output variables for the activities not yet detailed are not covered by any claim in this article. Whether a Record file is unencrypted at rest as well as in transit is not covered by any claim in this article. Whether activity platform conditions change as Classic is retired is not covered by any claim in this article. In-band DTMF and SIP header extraction behind feature flags is not covered by any claim in this article. What a flow ending does to a contact in progress outside an IVR flow is not covered by any claim in this article.

WarmTransfer. (2026, September 15). The Webex Contact Center Flow Designer activity set. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-flow-designer-activities

@misc{warmtransfer-wxcc-flow-designer-activities,
  title  = {The Webex Contact Center Flow Designer activity set},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-flow-designer-activities},
  note   = {Verified 2026-09-15}
}