Overview

Webex Connect and Cisco Webex Contact Center integration allows Cisco Webex Contact Center customers to leverage Webex Connect's customer interaction automation capabilities for enabling customer self-service and support across digital messaging channels.

Webex Connect brings in the ability to receive customer inquiries from a range of digital messaging channels (Facebook Messenger, SMS, Live Chat, Email and WhatsApp) and facilitate automated handling of these inquiries by leveraging AI-powered bots with contextual and seamless escalation to a live chat agent on Cisco Webex Contact Center when manual intervention is needed.

Webex Connect's visual flow builder plays a key role in this solution by enabling clients to configure frictionless customer engagement and self-service experiences by leveraging various rich messaging capabilities (such as carousels, templates, etc. on Facebook Messenger) while seamlessly integrating with backend systems and applications to automate the handling of customer requests.

Here's a quick list of various nodes and events offered by Webex Connect visual flow builder for programmatic handling of incoming customer inquiries with seamless escalation to Cisco Webex Contact Center customer service agents when needed.

Node Name	Descriptions	When to use it
Create Task	Calls Task API to create a new Task in Cisco Webex Contact Center using a unique identifier.	When a new conversation is initiated by an end customer, or an existing conversation is reopened.
Set Variable	Supports use of global variables and custom flow variables (local variables) while building flows for the digital channels.
Queue Task	Calls Task API to Queue a Task in Cisco Webex Contact Center	When you want to escalate a conversation to a customer service agent in Cisco Webex Contact Center
PIQ and EWT	Calls Task API to fetch position in queue and estimate wait time details for a queued task.	When you want to inform a customer who is waiting to chat with an agent about the estimated wait time and there position in queue.
Routed Notification	Calls Task API to notify Cisco Webex Contact Center digital media manager whether the routing request (e.g., to add a participant to a conversation) was accepted or rejected.	After receiving a confirmation from Cisco Webex Contact Center on whether a routing request (i.e., addition of participant to a conversation) was accepted or not.
Close Task	Calls Task API to close a Task in Cisco Webex Contact Center	For closing a Task when an agent closes a conversation, or a conversation gets closed due to some unexpected failure.
Search Conversation	Calls imiengage Conversation Search API to search for an existing conversation using the customer identifier.	Every time a new message is received from an end customer. Allows you to check whether this message belongs to an existing conversation or is the first message for a new conversation.
Create Conversation	Calls imiengage Create Conversation API to create a new conversation on imiengage with the channel and customer details.	When you receive a message from an end customer and that customer doesn't have an ongoing active conversation.
Append Message	Calls imiengage Append Conversation API to append a message to an existing conversation.	When you receive a message from an end customer and that customer has an ongoing active conversation that you would like to append this message to.
Add Participant	Calls imiengage API to add a participant to a conversation	When you receive a Routed event from Cisco Webex Contact Center
Remove Participant	Calls imiengage API to remove a participant from a conversation	When you receive a Task Modified event from Cisco Webex Contact Center
Modified Notification	Calls Task API to notify Cisco Webex Contact Center digital media manager whether a participant was added/removed successfully based on the context.	After receiving a confirmation from Cisco Webex Contact Center on whether a task modification request (such as conversation transfer) was accepted or not.
Re-open Conversation	Calls imiengage Update Conversation API to Re-open and queue a conversation which is in closed state.	When you receive a message from an end customer and there exists a previous conversation you would like to reopen and add this message to.
Screen Pop	Calls Webex CC Screen pop API to queue the contact at Webex CC.	When sending a pop-up message to the agent contact on Cisco Webex Contact Center .

Event Name	Description
Task Routed	Received from Cisco Webex Contact Center when an agent is assigned to a Task (typically after a Queue Task request).
Task Modified	Received from Cisco Webex Contact Center when an agent initiates a conversation transfer request or a conference request.
Close Task	Received from Cisco Webex Contact Center when an agent ends a conversation.