- Home
- /
- Article
Thanks for your feedback.
In this article
Feedback?Create and configure a Chat digital asset in Control Hub for Webex Connect, Webex Contact Center, or Contact Center Enterprise.
Overview
Use Digital Assets in Control Hub to create a Chat asset for website Live Chat, mobile In-App Messaging, and push notifications. The settings that appear depend on the service selected in Assign to and on whether you select Web or Mobile.
This article covers the complete asset configuration, including supported capabilities, messaging, push-provider credentials, JSON Web Token (JWT) authorization, JSON Web Keys (JWKs), transport protocols, multi-user registration, and post-creation service configuration.
Supported capabilities
| Capability | Webex Connect | Webex Contact Center | Contact Center Enterprise |
|---|---|---|---|
| Web Live Chat | Supported | Supported | Supported |
| Mobile In-App Messaging | Supported | Supported | Supported |
| Web and Mobile in one asset | Supported | Not supported | Not supported |
| Android push notifications | Supported | Supported for Mobile | Supported for Mobile |
| iOS push notifications | Supported | Supported for Mobile | Supported for Mobile |
| Web Push notifications | Supported (Chrome and Firefox) | Not supported | Not supported |
| JWT - Mobile | Supported | Supported and required | Supported and required |
| JWT - Web | Supported as configured | Not supported | Not supported |
| Multi-user registrations | Supported for Mobile | Supported for Mobile | Supported for Mobile |
| 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:
|
| 5 |
In Messaging, select the platform and configure the available settings:
|
| 6 |
If Mobile is selected and push notifications are approved for the deployment, enable Allow push notifications and configure the applicable provider. |
| 7 |
Configure JSON Web Token authorization and Multi User Registrations as required. |
| 8 |
Review the configuration and select Create. Wait for confirmation that the asset was created and registered successfully. |
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 Contact Center Enterprise, select either Web or Mobile. For Mobile, select Android, iOS, or both. |
| 2 |
Live Chat / In-App Messaging: For Webex Connect, it is available for Web and Mobile. For Webex Contact Center or 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. |
| 5 |
Web Push: Web Push is supported for Webex Connect Web assets. It is not supported for Webex Contact Center or Contact Center Enterprise assets. |
| 6 |
JWT: For Webex Connect, JWT is available as configured. For Webex Contact Center or Contact Center Enterprise, JWT is supported and required for Mobile and is not supported for Web. |
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 Contact Center Enterprise.
- iOS: FCM, Apple Push Notification Service (APNS), or token-based authentication for APNS. Applies to Webex Connect, Webex Contact Center, and 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.
Provider documentation: Firebase - Send a message using 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 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 Contact Center Enterprise Mobile assets.
Provider documentation: Apple - Establishing a certificate-based connection to APNs
Provider documentation: Apple - 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 when the asset is assigned to Webex Connect and Web is selected. Chrome and Firefox are supported; Safari Web Push isn't currently supported. Web Push isn't supported for assets assigned to Webex Contact Center or Contact Center Enterprise.
Provider documentation: Firebase - Get started with FCM in Web apps
| 1 |
Confirm that the asset is assigned to Webex Connect and that Web is selected. |
| 2 |
Use Chrome or Firefox for Web Push. Safari Web Push isn't supported. |
| 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. Use an 80 x 80 pixel icon. |
| 5 |
Firebase Service Account JSON (required): Upload the JSON file that contains the private key for the Firebase Cloud Messaging HTTP v1 API. |
| 6 |
Firebase SDK Snippet (required): Enter the Firebase SDK configuration snippet generated for the website. |
| 7 |
Register the website as a Firebase Web app if needed, and use the generated Firebase configuration object (firebaseConfig) when initializing Firebase in the web application. |
| 8 |
To obtain the Firebase web configuration, open the Firebase console, select the project, register a Web app if one doesn't already exist, and copy the generated Firebase configuration object from the Web app settings. |
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 - Web: Supported as configured.
- Webex Connect - Mobile: Supported.
- Webex Contact Center / Contact Center Enterprise - Web: Not supported.
- Webex Contact Center / 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.
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. |
Prepare the public JWK
The uploaded file contains the public RSA verification key. Webex validates the following JWK properties:
| 1 |
alg: The cryptographic algorithm used with the key. Use RS256. |
| 2 |
kty: The cryptographic key family. Use RSA. |
| 3 |
use: The intended use of the key. Use sig for signature verification. |
| 4 |
key_ops: The operations permitted for the key. Include verify. |
| 5 |
kid: A unique identifier used to select the correct key, including during key rotation. |
| 6 |
n: The base64url-encoded modulus of the RSA public key. |
| 7 |
e: The RSA public exponent. Use AQAB. Key security: Upload only the public verification key. Keep the corresponding private signing key in the trusted system that issues JWTs. |
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 Webex Connect advanced settings
The following advanced settings apply to Webex Connect assets and aren't applicable to Webex Contact Center or 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.
Create the asset
To create the Chat asset:
| 1 |
Review the configuration. |
| 2 |
Select Create. |
| 3 |
Wait for confirmation that the asset was created and registered successfully. |
Complete the service configuration
Complete the service and flow configuration after you create the Chat asset.
| 1 |
If the asset is assigned to Webex Contact Center or Contact Center Enterprise, open the Contact Center section in Control Hub. |
| 2 |
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 |
For a Web deployment, configure the Live Chat widget and obtain the website embed code in the Contact Center section of Control Hub. Required: An asset can be mapped to only one entry point. Complete the entry-point and flow mapping before publishing the customer experience. For an asset assigned to Webex Connect, configure the service mapping and flow in Webex Connect. Record the generated App ID and Client Key, and download the SDK configuration file for each selected platform. |
Webex Contact Center and Webex Contact Center Enterprise
To complete the service configuration:
Required: 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 |
Open the entry point that will receive 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 |
For a Web deployment, configure the Live Chat widget and obtain the website embed code in Control Hub. |
Webex Connect
For an asset assigned to Webex Connect, complete the applicable service mapping and flow configuration in Webex Connect.
To complete the Webex Connect configuration:
| 1 |
Complete the applicable service mapping and flow configuration in Webex Connect. |
| 2 |
Record the generated App ID and Client Key. |
| 3 |
Download the SDK configuration file for each selected platform. |
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 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 Contact Center Enterprise Web Push aren't supported.
- JWT authorization isn't supported for Web assets assigned to Webex Contact Center or Contact Center Enterprise.
- For Webex Contact Center and 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.
