Setup Digital Channels in Control Hub

Digital channels for Webex Contact Center can be configured inside of Control Hub. The module for digital channels is often referred to as Webex Connect, or Connect for short. Connect allows customers to configure and use chat, email, SMS, and social media channels to communicate with their end users and clients.

This guide walks through the setup process for configuring Webex Connect through Control Hub and the Webex Connect portal.

SET UP DIGITAL CHANNELS IN WEBEX CONTACT CENTER

This process includes:

• Provision and configure the Webex Connect services in Control Hub

• Authorize Webex Connect to integrate with contact center

• Create agents and entities in contact center to be used in Connect

• Configure RONA (Redirection on No Answer)

• Create channel specific flows in Connect

• Implement routing policies for digital queues