# The Flow Designer virtual agent activities

Canonical: https://warmtransfer.net/knowledge/wxcc-virtual-agent-activities

Last verified: 2026-09-05

Flow Designer ships 2 virtual agent activities, named Virtual Agent and Virtual Agent V2[^5]. Cisco states that the Virtual Agent activity is powered by Google Dialogflow, and Virtual Agent V2 can front either Google or Webex AI Agent Studio agents[^6][^10].

## The two activities

Flow Designer ships 2 virtual agent activities, named Virtual Agent and Virtual Agent V2[^5]. The source article names no third variant and no digital-channel equivalent[^5]. Only customers on the Next Generation platform can configure the Virtual Agent V2 activity[^13]. The article announces that both virtual agent activities return a transcript URL[^4].

## Virtual Agent

Cisco states that the Virtual Agent activity is powered by Google Dialogflow[^6]. Cisco also states that Dialogflow, not Webex Contact Center, matches the caller's speech to an intent[^6].

### Variable Passing

Webex Contact Center sends the Virtual Agent key-value parameters to Google Dialogflow as a JSON value in the request.query_param.payload object[^3]. A fulfilment application parses that JSON after Dialogflow reaches it through a webhook configured in Dialogflow[^2]. That webhook is a second hop outside Webex Contact Center[^2]. Cisco warns that the optional Variable Passing parameters may contain personally identifiable information[^15]. Cisco offers no masking, redaction or opt-out for that field[^15]. Cisco's own worked example sends the caller's phone number, with key ANI and value NewContact.ANI[^1].

## Virtual Agent V2

Virtual Agent V2 requires a Google CCAI connector and a CCAI configuration created in Control Hub[^7]. As a result, the connector holds the credential relationship with Google, not the flow[^7]. 3 flow templates drive the Virtual Agent V2 activity against Webex AI Agent Studio agents rather than Google[^10]. The same activity therefore fronts 2 different AI backends with an identical field set[^10]. The sentence describing what Virtual Agent V2 sends outward names no vendor[^14]. It says only that the data goes to the integrated third-party AI platform[^14].

### Fixed system-level settings

Virtual Agent V2 retries invalid or no-input errors an infinite number of times[^11]. This retry behaviour is 1 of 5 settings that are fixed internally, do not appear in the interface and cannot be changed[^11]. The other 4 fixed settings are:[^12]

- barge-in[^12]
- the DTMF terminator[^12]
- the DTMF no-input timeout[^12]
- the DTMF inter-digit timeout[^12]

### Language

The Virtual Agent V2 closing notes state that en-US is currently the only supported language[^9]. Sources disagree here, because the Virtual Agent V2 procedure also documents setting a custom input language[^8]. This is disputed: that procedure assigns a language code such as fr-CA to the Global_Language variable[^8]. This is disputed: it also links to the supported voices and languages in Dialogflow ES[^8].

## The Google CCAI connector behind Virtual Agent V2

A Google Contact Center AI connector record holds a name, a project name, a billable project name and a billable service account[^18]. The administrator types no secret, and authentication is a Google sign-in[^18]. Editing or reactivating the connector requires reauthenticating with Google[^17]. The refresh flow is to be run outside business hours with the browser pop-up blocker disabled[^17]. The connector cannot be deleted while a CCAI configuration is associated with it[^16]. The connector article states no maximum number of connectors of this type[^19].

## See also

- See also [The Webex Contact Center Flow Designer activity set](https://warmtransfer.net/knowledge/wxcc-flow-designer-activities).
- See also [Which Flow Designer activities can send customer data outside the platform](https://warmtransfer.net/knowledge/wxcc-flow-data-egress).
- See also [What each Webex Contact Center connector type stores](https://warmtransfer.net/knowledge/wxcc-connector-types).
- See also [Webex Contact Center integration connectors](https://warmtransfer.net/knowledge/wxcc-integration-connectors).
- See also [Webex AI Agent Studio scripted and autonomous agents](https://warmtransfer.net/knowledge/webex-ai-agent-studio).
- See also [Supported languages and voices for Webex AI agents](https://warmtransfer.net/knowledge/webex-ai-agent-languages-voices).
- See also [Troubleshooting virtual agent and AI Agent handoffs in Webex Contact Center](https://warmtransfer.net/knowledge/wxcc-virtual-agent-troubleshooting).

## Applicability

The Virtual Agent V2 activity can be configured only by customers on the Next Generation platform[^13]. Virtual Agent V2 currently supports only en-US[^9]. Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.

## What remains uncertain

- Where the Start Media Stream activity sends live call audio is not covered by the sources below.
- The article publishes no lifetime, authentication model or hosting location for the virtual agent transcript URL[^4].
- Whether a caller must be told they are speaking to a machine is not covered by the sources below.
- The connector article lists the fields a Google CCAI connector record holds[^18]. The connector article never defines what a CCAI configuration is or where it is managed[^16].
- Whether Virtual Agent V1 runs on Classic, Next Generation or both is not covered by the sources below.
- Sources disagree on whether Virtual Agent V2 accepts input languages other than en-US[^9][^8].

## Sources

[^1]: Cisco's own worked example for Virtual Agent variable passing sends the caller's phone number, with key ANI and value NewContact.ANI. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent step 4, Variable Passing, worked example. Checked 2026-09-05.
[^2]: The JSON that reaches Google Dialogflow is parsed by a fulfilment application that Dialogflow reaches through a webhook configured in Dialogflow, which is a second hop outside Webex Contact Center. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent step 4, Variable Passing. Checked 2026-09-05.
[^3]: Webex Contact Center sends the Virtual Agent key-value parameters to Google Dialogflow as a JSON value in the request.query_param.payload object. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent step 4, Variable Passing. Checked 2026-09-05.
[^4]: The article announces that both virtual agent activities return a transcript URL and publishes no lifetime, authentication model or hosting location for it. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent steps 5 and 6; Configure Virtual Agent V2 activity steps 9 and 11. Checked 2026-09-05.
[^5]: Flow Designer ships 2 virtual agent activities, named Virtual Agent and Virtual Agent V2; the article names no third variant and no digital-channel equivalent. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Activities in call handling; activity palette grouping; self-loop limit table. Checked 2026-09-05.
[^6]: Cisco states that the Virtual Agent activity is powered by Google Dialogflow and that Dialogflow, not Webex Contact Center, matches the caller's speech to an intent. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent, introductory paragraph. Checked 2026-09-05.
[^7]: Virtual Agent V2 requires a Google CCAI connector and a CCAI configuration created in Control Hub, so the credential relationship with Google is held by the connector rather than by the flow. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Configure Virtual Agent V2 activity > Before you begin, second bullet. Checked 2026-09-05.
[^8]: The Virtual Agent V2 procedure documents setting a custom input language by assigning a language code such as fr-CA to the Global_Language variable, and links to the supported voices and languages in Dialogflow ES (disputed). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Configure Virtual Agent V2 activity step 7, Conversational Experience settings. Checked 2026-09-05.
[^9]: The Virtual Agent V2 closing notes state that en-US is currently the only supported language. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Configure Virtual Agent V2 activity step 11, closing notes. Checked 2026-09-05.
[^10]: Three flow templates drive the Virtual Agent V2 activity against Webex AI Agent Studio agents rather than Google, so the same activity fronts two different AI backends with an identical field set. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Templates AI Agent Autonomous (Package Tracking), AI Agent Scripted (Package Tracking), AI Agent Scripted (Doctor's Appointment Booking), activity tables. Checked 2026-09-05.
[^11]: Virtual Agent V2 retries invalid or no-input errors an infinite number of times, as one of 5 settings that are fixed internally, do not appear in the interface and cannot be changed. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent V2 > Default system-level settings, bullet 1. Checked 2026-09-05.
[^12]: The other 4 settings Virtual Agent V2 fixes internally are barge-in, the DTMF terminator, the DTMF no-input timeout and the DTMF inter-digit timeout. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent V2 > Default system-level settings, bullet 1. Checked 2026-09-05.
[^13]: Only customers on the Next Generation platform can configure the Virtual Agent V2 activity. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent V2 > Configure Virtual Agent V2 activity, opening sentence. Checked 2026-09-05.
[^14]: The sentence describing what Virtual Agent V2 sends outward names no vendor; it says the data goes to the integrated third-party AI platform. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Configure Virtual Agent V2 activity step 8, State Event settings. Checked 2026-09-05.
[^15]: Cisco warns that the optional Variable Passing parameters on the Virtual Agent activity may contain personally identifiable information, and offers no masking, redaction or opt-out for that field. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Virtual Agent step 4, Variable Passing, first sentence. Checked 2026-09-05.
[^16]: A Google Contact Center AI connector cannot be deleted while a CCAI configuration is associated with it, and the article never defines what a CCAI configuration is or where it is managed. Source: [Set up integration connectors for Webex Contact Center](https://help.webex.com/en-us/article/7fuy63/Set-Up-Integration-Connectors-for-Webex-Contact-Center), Edit a Connector, deactivated-connector options. Checked 2026-09-05.
[^17]: Editing or reactivating the Google Contact Center AI connector requires reauthenticating with Google, and the refresh flow is to be run outside business hours with the browser pop-up blocker disabled. Source: [Set up integration connectors for Webex Contact Center](https://help.webex.com/en-us/article/7fuy63/Set-Up-Integration-Connectors-for-Webex-Contact-Center), Edit a Connector, step 2 and the deactivated-connector options. Checked 2026-09-05.
[^18]: A Google Contact Center AI connector record holds a name, a project name, a billable project name and a billable service account, and the administrator types no secret; authentication is a Google sign-in. Source: [Configure Google CCAI connector](https://help.webex.com/en-us/article/9zvadfb/Configure-Google-CCAI-connector), Configure Google CCAI connector, record fields. Checked 2026-09-05.
[^19]: The Google Contact Center AI connector article states no maximum number of connectors of this type. Source: [Configure Google CCAI connector](https://help.webex.com/en-us/article/9zvadfb/Configure-Google-CCAI-connector), Configure Google CCAI connector, record fields. Checked 2026-09-05.