Introduction

Webex Engage - Live Agent Integration allows you to manage Conversations on Digital channels from within Webex Connect's Flow Builder.

Webex Connect and Webex Engage - Live Agent (Standalone) integration allows 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 (listed below) and facilitate automated handling of these inquiries by leveraging AI-powered bots and 3rd party business systems (such as CRMs, etc.) with contextual and seamless escalation to a Live agent on Webex Engage's (Standalone) Agent Console when human intervention is needed.

Webex Connect's 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 while seamlessly integrating with backend systems and applications to automate the handling of customer requests.

Here's a guide to help you get started: