Configure a Chat asset

Overview

Use Digital Channels in Control Hub to create and configure a Chat asset for Web (Live Chat), Mobile (In-App Messaging), and Push Notifications. The settings available for configuration depend on the service selected in Assign to and whether you select Web, Mobile, or both.

This article describes the complete asset-configuration process, including supported capabilities, messaging, push-provider credentials, JSON Web Token (JWT) authorization, JSON Web Keys (JWKs), transport protocols, multi-user registration, and service-specific configuration after the asset is created.

Supported capabilities

Table 1. Supported capabilities by service
Capability	Webex Connect	Webex Contact Center	Webex Contact Center Enterprise
Web Live Chat	Supported	Supported	Supported
Mobile In-App Messaging	Supported	Supported	Supported
Web and Mobile in a single asset	Supported	Not supported	Not supported
Mobile - Android push notifications	Supported	Supported	Supported
Mobile - iOS push notifications	Supported	Supported	Supported
Web Push notifications	Supported (Chrome and Firefox)	Not supported	Not supported
JWT - Mobile	Supported	Supported and required	Supported and required
JWT - Web	Supported	Not supported	Not supported
Multi-user registrations	Supported	Supported	Supported
Server Side Inbox	Supported	Not applicable	Not applicable
Data Stream	Supported	Not applicable	Not applicable

Before you begin

Sign in to Control Hub as a full administrator or Contact Center administrator who can manage digital assets.
Ensure that Webex Connect digital services, Webex Contact Center, or Contact Center Enterprise are provisioned for the organization. Without the entitlement, Digital Assets aren't available.
Identify the Contact Center entry point and flow that will receive new Chat conversations.
If the deployment uses Mobile push notifications, prepare the Firebase, Huawei, or Apple credentials required by the selected platform.
If you plan to use JWT authorization, prepare the public JWK used to verify the tokens issued by your trusted backend.

Configure the Chat asset

To configure a Chat asset:

1	Sign in to Control Hub.
2	Go to Services > Digital Assets.
3	Select Create asset.
4	In Configure asset details, enter the following values: Name (required): Enter an asset name. Description: Enter an optional use-case description. Channel (required): Select Chat. You can't change the channel after the asset is created. Assign to (required): Select Webex Connect, Webex Contact Center, or Webex Contact Center Enterprise. The available options depend on the organization entitlements.
5	In Messaging, select the platform and configure Live Chat / In-App Messaging and any required push notifications. The options displayed depend on the selected platform. Android and iOS notification settings are available when Mobile is selected. Web Push is available when Web is selected for an asset assigned to Webex Connect.

Configure messaging

In Messaging, select the platform and configure the messaging capabilities for the asset.

To configure messaging:

The primary and secondary transport protocols must be different. If the SDK can't establish a connection using the primary protocol, it uses the secondary protocol as a fallback.

1	Platform: For Webex Connect, select Web, Mobile, or both. For Mobile, select Android, iOS, or both. For Webex Contact Center or Webex Contact Center Enterprise, select either Web or Mobile.
2	Live Chat / In-App Messaging: For Webex Connect, it is available for Web and Mobile. For Webex Contact Center or Webex Contact Center Enterprise, Web provides Live Chat and Mobile provides In-App Messaging.
3	Primary transport protocol: Select MQTT or Web Socket.
4	Secondary transport protocol: Select the protocol not selected as primary.

Configure push notifications

Enable Allow push notifications when the application must receive notifications through a configured push provider. The notification sections displayed depend on the selected platform.

The following push provider options are available:

Android: Firebase Cloud Messaging (FCM), Huawei, or both. Applies to Webex Connect, Webex Contact Center, and Webex Contact Center Enterprise.
iOS: FCM, Apple Push Notification Service (APNS), or token-based authentication for APNS. Applies to Webex Connect, Webex Contact Center, and Webex Contact Center Enterprise.
Web: Firebase Cloud Messaging. Applies to Webex Connect only.

Select the platform and configure the applicable provider in the corresponding topic.

Get the Firebase Service Account JSON

Webex uses a Firebase service account JSON file to authenticate server requests to Firebase Cloud Messaging. Use the Firebase project associated with your application.

To get and upload the Firebase Service Account JSON:

Security: The Firebase service account JSON contains sensitive credentials. Store it securely and upload only the file for the intended Firebase project.

For Firebase Cloud Messaging configuration instructions, see Send a message using the FCM HTTP v1 API.

1	Open the Firebase console and select the Firebase project used by your application.
2	Open Project settings > Service accounts.
3	Select Generate new private key, and confirm the download.
4	Store the downloaded JSON file securely. The file contains private-key credentials.
5	In Control Hub, upload the JSON file in Upload Firebase Service Account JSON for the applicable Android, iOS, or Web notification configuration.

Configure Android push notifications

The Android notification section is displayed when Mobile, Android, and Allow push notifications are selected. Select at least one provider; Firebase and Huawei can be configured individually or together. This configuration is available for Webex Connect, Webex Contact Center, and Webex Contact Center Enterprise Mobile assets.

Provider documentation: Huawei - Push Kit setup and testing

1	Select Mobile, Android, and Allow push notifications. The Android notification section is displayed.
2	Select Firebase Cloud Messaging and upload the required Firebase Service Account JSON file from the Firebase project.
3	If the app supports devices that use Huawei Mobile Services, select Huawei and enter the In-app ID and In-app Secret from AppGallery Connect. Huawei exception: Huawei configuration can be skipped when the app doesn't support devices without Google Play Services. Current Webex Connect guidance supports EMUI 10.x and later.

Configure iOS push notifications

The iOS notification section is displayed when Mobile, iOS, and Allow push notifications are selected. Select one push provider. This configuration is available for Webex Connect, Webex Contact Center, and Webex Contact Center Enterprise Mobile assets.

For certificate-based APNs configuration instructions, see Establishing a certificate-based connection to APNs.

For token-based APNs configuration instructions, see Establishing a token-based connection to APNs.

1	Select Mobile, iOS, and Allow push notifications. The iOS notification section is displayed.
2	Select one push provider.
3	For Firebase Cloud Messaging, upload the Firebase Service Account JSON file downloaded from the Firebase project.
4	For Apple Push Notification Service (APNS), enter the certificate password, select Sandbox or Production, upload the APNS certificate, enter a name, and validate the configuration. Only the .p12 certificate format is supported.
5	For token-based APNS authentication, enter the Key ID, Team ID, and app package or bundle ID, select Sandbox or Production, and upload the APNS private key file. Gateway selection: Use Sandbox for a development app and Production for a production-ready app. Store the APNS private key securely; Apple permits the downloaded .p8 key file to be retrieved only once.
6	Replace the Apple provider certificate before it expires to avoid interruption to push delivery.

Configure Web Push notifications

Web Push notifications are available only for assets assigned to Webex Connect with Web selected. Chrome and Firefox are supported. Safari Web Push isn't currently supported.

Web Push notifications aren't supported for assets assigned to Webex Contact Center or Webex Contact Center Enterprise.

To configure Web Push notifications:

1	Confirm that the asset is assigned to Webex Connect and that Web is selected.
2	Use Chrome or Firefox to access the website and receive Web Push notifications.
3	Website URL (required): Enter the URL of the website that will receive Web Push notifications.
4	Notification Icon (required): Enter the path to the notification icon. The icon must be 80 x 80 pixels.
5	Configure Firebase Cloud Messaging (FCM) for your web application by following the Firebase documentation.
6	Firebase Service Account JSON (required): Upload the Firebase service-account JSON file containing the private key required to use the Firebase Cloud Messaging HTTP v1 API.

Configure JSON Web Token authorization

JWT authorization requires SDK communication to be authorized using a valid JSON Web Token. For new assets, the encryption type is Asymmetric.

JWT support is as follows:

Webex Connect: Supported for Mobile and Web in the same asset.
Webex Contact Center and Webex Contact Center Enterprise - Web: Not supported.
Webex Contact Center and Webex Contact Center Enterprise - Mobile: Supported and required for the Mobile asset configuration.

Configure the following settings:

Encryption type: Asymmetric for new assets.
Token Expiration (required): Enter how long the JWT remains valid before a new user identity token is required. Valid range: 5-360 minutes. Default: 60 minutes.
JSON Web Keys (required): Upload the public JWK used to verify tokens. You can add a second key for rotation. Maximum: two keys.

Add and prepare the public JSON Web Key as described in the child topics.

Prepare the public JWK

The uploaded file must contain the public RSA verification key. Webex validates the following JWK properties.

JWK properties are defined in RFC 7517, Section 4. Algorithm-specific properties are defined in RFC 7518.

Table 2. Public JWK properties
Property name	Description
alg	Identifies the cryptographic algorithm used with the key. The required value is RS256, which specifies RSASSA-PKCS1-v1_5 using SHA-256.
e	The exponent for the RSA public key, represented as a Base64urlUInt-encoded value.
key_ops	Specifies the operation for which the key is intended. The supported value is verify, indicating that the key is used to verify digital signatures. See RFC 7517, Section 4.3.
kty	Identifies the cryptographic algorithm family used with the key. The value must be RSA. See RFC 7517, Section 4.1.
n	The modulus for the RSA public key, represented as a Base64urlUInt-encoded value.
use	Specifies the intended use of the public key. The value must be sig, indicating that the key is intended for signature verification. See RFC 7517, Section 4.2.
kid	Identifies the key and is used to match a specific key, such as during key rotation. See RFC 7517, Section 4.5.

Upload only the public verification key. Keep the corresponding private signing key in the trusted system that issues JWTs.

Add a JSON Web Key

To add a public JSON Web Key:

1	Select Add key.
2	Enter a JSON Web Key Name.
3	Enter the JSON Web Key Issuer. This value must match the issuer used by the trusted backend when it generates the JWT.
4	Upload the public JWK file.
5	Select Save.

Configure multi-user registrations

Enable Allow multi user registrations on same device when multiple users can register on the same physical device.

Push notifications are delivered for both active and inactive registered users.
Live Chat or In-App Messaging is delivered to the currently active user. Messages for inactive users are queued until the user becomes active again.

Configure additional Webex Connect settings

The following advanced settings apply only to Webex Connect assets and aren't applicable to Webex Contact Center or Webex Contact Center Enterprise assets.

Single Device Per User: Restricts a user to one registered device. Registering on a new device stops push delivery to the older device.
Server Side Inbox: Stores a server-side copy of inbox data for later retrieval.
Data Stream: Sends applicable event data to the selected Webex Connect integration for messages sent through the Messaging API.

Save to create the asset

After you configure the applicable Messaging, JWT authorization, multi-user registration, and Webex Connect settings, save the configuration to create the Chat asset.

Select Save to create the asset.

Wait for confirmation that the asset was created successfully.

Complete service integration

After you create the Chat asset, complete the integration for the service selected in Assign to. Follow the applicable procedure for Webex Connect, Webex Contact Center, or Webex Contact Center Enterprise.

Complete Webex Connect integration

For an asset assigned to Webex Connect, complete the service mapping and flow configuration in Webex Connect. Node authorization is not required.

You can use a Start Node, Custom Event, or Custom Webhook to capture incoming events and trigger a flow. For more information, see Start Node, Custom Event, and Custom Webhook.

1	Sign in to Webex Connect.
2	Complete the applicable service mapping and flow configuration for the Chat asset.
3	Record the generated App ID and Client Key.
4	Download the SDK configuration file for each selected platform.

Complete Webex Contact Center integration

For an asset assigned to Webex Contact Center, map the asset to a Contact Center entry point, and then complete Webex Contact Center node authorization.

An asset can be mapped to only one entry point. Complete the entry-point and flow mapping before publishing the customer experience.

1	Open the Contact Center configuration in Control Hub.
2	Create or open the entry point that receives Chat conversations.
3	In Flow Mapping, select the Chat asset and the required customer-entry flow.
4	Save the entry point and verify the asset and flow mapping.
5	Complete Webex Contact Center node authorization in Webex Connect. For instructions, see Webex CC Task Integration Nodes and Node Authorizations.
6	For a Web deployment, configure the Live Chat widget and obtain the website embed code in Control Hub.

Complete Webex Contact Center Enterprise integration

For an asset assigned to Webex Contact Center Enterprise, complete CCE node authorization in Webex Connect before configuring the routing flow.

1	Sign in to Webex Connect.
2	Complete CCE node authorization. For instructions, see CCE Integration Nodes and Node Authorizations.
3	Configure the applicable CCE integration nodes and routing flow for the Chat asset. For flow examples, see Flow Configurations.
4	Save and test the flow.

For additional configuration guidance, see Best Practices and Guidelines and FAQs.

Exceptions and limitations

Keep the following exceptions and limitations in mind:

Confirm the channel, platform, assignment, and routing choice before creating the asset. The channel can't be changed after creation, and platform changes are restricted by workload.
For Webex Contact Center and Webex Contact Center Enterprise, a single asset can't use Web and Mobile together. Create separate assets when both are required.
Web Push notifications are available only for Webex Connect. Safari Web Push, Webex Contact Center Web Push, and Webex Contact Center Enterprise Web Push aren't supported.
JWT authorization isn't supported for Web assets assigned to Webex Contact Center or Webex Contact Center Enterprise.
For Webex Contact Center and Webex Contact Center Enterprise, perform entry-point, flow, widget, and embed-code configuration in the Contact Center section of Control Hub.
For Webex Connect, complete the service and flow configuration in Webex Connect.
Don't delete a Chat asset after it is mapped to a service without first removing or updating the downstream mapping. A deleted asset can't be restored and can leave an existing mapping unusable.
After creation, retain the generated App ID, Client Key, and SDK configuration files required to initialize the appropriate SDK.

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