Webex Engage Administration guide

Get started with Webex Engage Admin console

Digital channels have made it easier for businesses to connect with their customers. As customer preferences change, people now expect to contact companies using their preferred channels. To meet these expectations, businesses need to be available on all major digital platforms. This shift toward digital communication gives companies more ways to engage with customers and deliver intuitive, interactive experiences. Today, providing excellent customer experience is a key factor that sets successful businesses apart.

Webex Engage is a cloud-based, omnichannel Webex Contact Center solution designed to help businesses deliver customer support across multiple digital channels. It enables agents to manage conversations on digital channels such as SMS, Facebook Messenger, Livechat, Email, Apple Messages for Business, and WhatsApp Business.

Key features:

Multi-channel support: Effortlessly manages customer interactions across multiple channels, including messaging apps and social media.
Intuitive interface: Easy-to-use interface to view customer conversations using filters and search functionality.
Predefined templates: Empower agents with quick responses for consistent and efficient customer support.
Handle events: Use events (manually triggered by agents) and rules (automatically triggered based on system events) to fetch data from or post data to external systems on demand.
Workflow automation: Integrates with Webex Connect to automate workflows and streamline processes within the Webex Contact Center.
Proactive engagement: Enables businesses to initiate conversations with customers using predefined rules and triggers, enhancing engagement and resolving issues faster.
Agent productivity: Improves agent efficiency by offering tools and information that simplify customer interactions.
Customer profile management: Provides agents with relevant customer details for more personalized and effective service.

In the Webex Engage Admin Console, administrators manage organization-wide settings for digital channels, including policies and channel asset configurations.

Prerequisites

To sign-up for digital channels subscription, customers must purchase Flex-3.0 Contact Center license.
For more information, see Create a Webex Contact Center Order for a Customer.
Based on entitlements, your organization needs to have digital services, such as Webex Engage and Webex Connect provisioned. For more information, see the Provision digital channels section in the Set up digital channels in the Webex Contact Center article.
You must have administrator role and access credentials for the following applications:
- Control Hub
- Webex Contact Center
- Webex Connect
- Webex Engage

Access Webex Engage admin console

1	Sign in to Control Hub with your organization credentials.
2	Go to Services > Contact Center.
3	In the Quick Links section on the right pane, go to Digital Channels and click Webex Engage to access the Webex Engage admin console application. This opens the Webex Engage admin application in a new browser tab.

Navigate the admin console interface

When you launch the application from Control Hub in a new browser tab, the navigation panel appears on the left side of the interface. This panel allows you to quickly access different menus or sections of the admin console.

Landing page of Webex Engage admin console

Left navigation panel

Conversations: View customer conversations handled by agents.
Groups: View default group details, such as information about the default team and a list of agents assigned to the default team. You can also configure events and rules within a team to allow your agents to retrieve or send data to third-party applications.
Users: View all live agents enabled with omnichannel access or licensed as a premium agent, synchronized from Control Hub.
Settings: Configure system-wide settings, such as conversation, contact policies, and agent console options, for your Webex contact center.
Assets: View all digital channel assets and manage response templates that agents use to interact with customers.
Proactive messaging: Set up and manage proactive messages to interact with customers.
Help: Access help documentation for the Webex Engage admin console.

View chat conversations

You can view all the chat conversations that agents have handled in the past or are currently handling. The following table displays the columns in the Conversations list view.

Column	Description
Created on	The date the conversation was initiated.
Conversation ID	The unique identifier generated by the system when the conversation is initiated.
Current priority	The queue priority of a conversation, ranges from P1 (highest) to P9 (lowest).
Alias ID	Indicates an external ID that can be used to reference a conversation.
Customer name	The name of the customer.
Customer ID	The unique identifier of the customer.
Channel	The channel in which the chat was initiated: SMS Facebook Twitter Livechat Email Whatsapp API
Status	Status of the conversation. Possible values: In queue Open On hold Closed
Current team	Indicates the team that has handled or is currently handling the conversation.
Current assignee	Login ID of the agent to whom the conversation is currently assigned.
Actions	Click the Conversation log icon to view the transcript of the conversation.

Search conversations by filters

In the Webex Engage admin console, you can search for customer conversations using various filters such as system attributes, status, date, and keywords. To find specific conversations:

1	In the navigation panel on the left, click Conversations.
2	Use the Search by drop-down to choose a system attribute, such as Agent Email ID, Agent First Name, Agent Last Name, Agent Login ID, Alias ID, Conversation ID, Customer ID, Customer name, Email ID, Livechat ID, Mobile number, or Twitter ID.
3	In the Status drop-down, choose a chat status to filter by: All, Closed, On hold, Open, or In Queue.
4	Set the desired date range for when the conversations were created.
5	Enter your search value in the text box provided.
6	After selecting the necessary filters, click Search to view conversations that match your criteria. 7.
7	(Optional) Click Customise display to modify the columns shown in the Conversations list view. Customise display of table. The Customise display option allows you to select which columns appear in the conversations list view.

Customise display of table

1	Hover over the Customise display drop-down in the top-right corner of the conversations table.
2	Choose the columns you want to display by checking the checkboxes next to each column name. You can immediately view the changes in the search results as you check or clear the columns.

View Groups

The Groups menu represents geographical sites. You can manage the sites from the Control Hub, but currently, you can't synchronize them in the Admin Console. By default, the Admin Console has one preconfigured group called Default. The Default group contains all agents with premium agent licenses.

The following table describes the details of the Groups menu:

Table 1. Group details list view
Field Name	Description
Group name	Name of the group.
Department	An alias to map the group to the physical org hierarchy.
No. of teams	Number of teams within the group.
No. of group admins	Number of group admins within the group.

You can't change a group name.

View team

The Teams menu represents a group of people working in a particular function in a specific group (site). For example, Sales or Complaints. Although you can manage the sites from Control Hub, they currently can't be synchronized in the Admin Console. By default, the Admin Console has one team within the Default group called Default. All premium agent-licensed agents are mapped to the default team.

Table 2. Team details list view
Column Name	Description
Team logo	Displays the default logo.
Team name	Displays the name of the team that is set to Default.
Channels	Set to SMS, Facebook Messenger, Livechat, Email, Apple Messages for Business (AMB) and WhatsApp.
No. of managers	Displays the number of administrators that manage this team.
No. of agents	Displays the number of agents that are part of this team.
Others	Displays the number of users belong to other roles, such as Analyst, which aren’t applicable to Webex Contact Center today.

When you click Default team, you can view the following tabs:

Users
Events and Rules

View users

Click Default team to view the users tab.

The Users table displays a read-only view of the users mapped to the Default team.

Table 3. User details list view
Column Name	Description
Name	Name of the user (<First Name> <Last Name) as configured in Control Hub.
Login ID	User's Login ID – Set to Cisco CI User ID. This has no bearing on the way users log in to Webex Contact Center.
Email	Email ID of the user as configured in Control Hub.
Role	Role of the user that can be Client Admin or Agent.
Status	Status of the user on the Agent Desktop, such as active or inactive.
Date	Date when the user was last active.
Time	Time when the user was last active.

Configure events and rules

Events and rules allow you to post conversational data to trigger workflows or any HTTP APIs on external systems. Events allow your agents to trigger workflows on demand during an active conversation. The system triggers the rules on the back of various conversational lifecycle events.

Add a new event

1	In the Webex Engage admin console, choose Groups > Default.
2	In the Teams screen, click Default to view the team details.
3	Click the Events and Rules tab.
4	Click Add new event on the top-right corner of the screen. The Configure Events page appears.
5	Enter the Name of the event.
6	Choose one of the following methods: Get Put Post Patch Delete
7	Enter the URL in the given field. On trigger of an event, the system calls this URL.
8	Set the type of response format in the Expected response format field to JSON.
9	Check the Wait for Response check box, which disables retriggering the same event until a response is received from the target system.
10	Check the Display Response on the Chat Console check box to enable the agent to see the target system response in the chat console.
11	You can choose to send the payload using either Key value pair or Custom payload. To send the payload using the Key Value pair: Choose the Key value Pair radio button, the key value pair settings appear on the screen. Check the Form-encoded request body check box to pass form encoded parameters in the request body. Otherwise, you can configure the parameters and pass them in the API requests. To add custom parameters, follow these steps: Click Add param. The Add parameter pop-up window appears. Choose Header or Query param or request body from the Pass through drop-down list. Enter the name of the Parameter. Check the Mandatory parameter check box if the system must use this parameter when triggering an event. Choose the Value from the drop-down list. When you choose the Custom Param as the value from the list, choose one of these radio buttons: Allow agent to enter value manually—This option allows the agent to enter the values manually before calling an external URL to post the data. Allow agent to choose from a set of predefined values—This option allows the agent to choose pre-configured values before calling an external URL to post the data. When you choose this radio button, a text box appears on the screen. Enter the predefined values in the text box. Click Add to save the parameters. To send the payload using Custom payload: Choose the Custom payload radio button to pass the payload in JSON format. Enter the raw data for your request (for example, JSON or XML). To add ‘systemparameters’, type ‘@@’ and select from the suggestions. The system sends the data exactly as you enter it, including all line breaks and spaces. Set the correct content-type header for the custom data using a key-value pair. Enter the Header key. Choose the value from the drop-down list. To add a new header, click Add key value pair. Click Save to apply the settings.

Add a new rule

1	In the Webex Engage admin console, choose Groups > Default.
2	In the Teams screen, click Default to view the team details.
3	Click the Events and Rules tab.
4	Click Add new rule on the top-right corner of the screen. The Configure Rule page appears.
5	Enter the Rule Name.
6	Choose the condition from the Fire when drop-down list. The rules trigger automatically based on a certain preconfigured condition. The rule allows the following conditions in the list: Message arrives: An inbound message triggers the rule. Inbound message contains: An inbound message containing a configured word triggers the rule. On the selection of this condition, a text box is displayed. Enter the word (max 30 characters) in the given text field. Outbound message contains: An outbound message containing a configured word triggers the rule. On selecting this condition, a text box is displayed. Enter the word (max 30 characters) in the given text field. Chat is closed: Closing the chat triggers the rule. You must choose `By API` for this rule to work on your tenant. Chat created: Rule triggers automatically when a chat is created. A post request can be made (third-party URL), whenever a chat is created. You must choose `By API` for this rule to work on your tenant. Chat reopened: Rule triggers when a chat is reopened. You must choose `By API` for this rule to work on your tenant. Message sent: Rule triggers when a message is sent.
7	Choose one of the following methods: Get Put Post Patch Delete
8	Enter the URL to make a request in the given field when the event is triggered.
9	Choose the type of response format in the Expected response format field as JSON.
10	You can choose to send the payload using either Key Value Pair or Custom payload. To send the payload using a Key Value pair: Choose the Key value pair radio button, the key value pair settings appear on the screen. Check the Form-encoded request body check box to pass form encoded parameters in the request body. Otherwise, you can configure the parameters and pass them in the API requests. To add custom parameters, follow these steps: Click Add param. The Add parameter pop-up window appears. Choose Header or Query param or Request body from the Pass through drop-down list. Enter the name of the Parameter. Choose the Value from the drop-down list. Click Add. To send the payload using Custom payload: Choose the Custom payload radio button to pass the payload in JSON format. Enter the raw data for your request (for example, JSON or XML). To add ‘systemparameters’, type ‘@@’ as prefix, close in curly {} braces in the data field and select from the suggestions. The data is sent exactly as you enter it, including any line breaks or spaces. Set the correct Content-Type header for the custom data using a Key-Value pair. Enter the Header key. Choose the value from the drop-down list. To add a new header, click Add key value pair.
11	Click Save to apply the configurations. Not all rules listed in the UI are applicable to the Webex Contact Center solution.

View events and rules

Once you configure events and rules, you can view the following details on the Events and Rules page.

Table 4. Event's and rule's details list view
Column	Description
Event ID	The unique identifier for the event or rule.
Event name	The configured name of the event or rule.
Type	Indicates whether the entry is an event or a rule.
Created on	The system records the date when it creates the event or rule.
Action	You can perform edit and delete actions on the events and rules. Edit event or rule Click the Edit icon to modify the event or rule settings. Make the required changes and click Save changes. Delete event or rule Click the Delete icon to remove the event or rule. Click Ok to confirm.

View Users

The Users section provides a list of live agents assigned to either premium or standard agent licenses. If some licensed users do not appear in this list, you can manually resynchronize users using Control Hub.

For details on creating users in Control Hub, see Manage Contact Center Users.

The synchronized user list doesn’t include the currently logged-in user or administrator.

The following Users table displays a read-only view of the user’s details:

Table 1. User details list view
Column Name	Description
First name	First name of the user as configured in Control Hub.
Last name	Last name of the user as configured in Control Hub.
Status	Status of the user on the Agent Desktop, such as active or inactive.
Login ID	User's login ID – Set to Cisco CI user ID. This has no bearing on the way users log in to Webex Contact Center.
Email ID	Email ID of the user as configured in Control Hub.
Created on	The date and time the user was created in Control Hub.
Role type	Role of the user that can be Administrative or Customer Care.

Customise display of table

The Customise display option allows you to choose which columns to show in the Users list view.

1	Hover over the Customise display drop-down list in the top-right corner of the Users table.
2	Choose the columns that you want to display by checking the check boxes next to each column name. You can immediately view the changes in the search results as you check or clear the columns.

Manage conversation settings

You can set up automated alert messages for both customers and agents when either party becomes inactive during an ongoing digital channel interaction. If a customer is unresponsive, automated alerts will prompt them to reply. If an agent is unresponsive, alerts inform the customer that the agent is busy and will respond soon.

You can configure up to three auto-responses for each scenario, specifying the time interval (minutes, hours, or days) after which the message is sent if there is no response. These settings help reduce agent handling time and notify customers about any delays in connecting to agents across all channels.

Configure auto-response message

1	In the Webex Engage admin console, go to Settings > Conversation configuration > Auto-actions.
2	In the Unresponsive conversations tab, click Add auto-reply in the top-right corner of the screen.
3	Choose a channel from the Channel drop-down list.
4	Choose an Asset from the Asset name drop-down list.
5	Enable the Unresponsive agents toggle button to send the auto-response messages to the customer. Configure the following settings: Set the wait time in minutes, hours, or days. Enter the auto-response message in the Message field. The maximum character limit for the Message field is 320 characters. Click Add another reply to add the next message. You can add up to three auto-reply messages with an increasing duration between each message.
6	Enable the Unresponsive customers toggle button to send the auto-response messages to the customer. Configure the following settings: Set the wait time in minutes, hours, or days. Enter the auto-response message in the Message field. The maximum character limit for the Message field is 320 characters. Click Add another reply to add the next message. You can add up to three auto-reply messages with an increasing duration between each message.
7	Click Save to save the configuration.

View and manage auto-response messages

You can view all the configured auto-response messages in the Auto-reply for unresponsive conversations list view.

Table 1. Auto-response message parameters
Column	Description
Channel	The name of the channel used for sending the auto-response message.
Asset name	The name of the channel asset.
For unresponsive agent	Possible values: Yes and No
For unresponsive customer	Possible values: Yes and No
Actions	You can perform edit and delete actions on an auto-response message. Edit auto-response message: Click the Edit icon to update the auto-response settings. Make the required changes and click Save changes. Delete auto-response message: Click the Delete icon to remove the auto-response message. Click Ok to confirm.

Manage contact policy settings

In the Contact policy settings, you can:

Configure restricted words for both customer and agent messages. Restricted words in customer messages are masked, and agents are prevented from sending messages that contain them.

Configure restricted words

You can configure a list of words that agents must not use during conversations. If these words appear in a customer's message, the system masks them and hides them from agents unless an agent has explicit permission to view masked words.

1	In the Webex Engage admin console, go to Settings > Contact policy > Restricted words.
2	Choose the Default team from the Team drop-down list.
3	In the Default restricted word list, view and search for all system-defined restricted words in the Active section. To move restricted words from the Active section to the Inactive section, select the word from the active list and click Move to inactive. To move restricted words from the Inactive section to the Active section, select the word from the inactive list and click Move to active. You can move restricted words between the Active and Inactive sections, but you cannot delete them.
4	To configure the Custom restricted word list, enter the restricted word in the text field and click Add word.
5	Enable the Notify on usage of restricted words toggle to alert agents when users of a team try to send messages containing any configured restricted words. Enter the email address in the Email ID field. Click Add recipient.
6	Enable the Allow agent to unmask restricted word that appear in inbound messages toggle to grant agents permission to unmask restricted words in inbound messages.

Manage agent console settings

You can configure and manage conversation-specific settings in the Agent console menu.

Manage conversation pane settings

You can manage both global and team-specific settings for conversations in the Conversation pane menu. In Global settings, you can configure options such as attachments. In Teamwise settings, you can configure settings for adding recipients to email conversations.

Configure attachments

You can enable attachments and set the allowable attachment size and file formats. When enabled, agents can use attachments in conversations. If disabled, attachments won’t be allowed on any channel.

1

In the Webex Engage admin console, navigate to Settings > Agent console > Conversation pane.

2

Go to Global settings and click the Attachments tab.

3

Enable the Enable attachment toggle. You will see channel-specific details for attachment size and file formats.

Table 1. Channel-specific details
Column	Description
Channel	The name of the channel used for sending attachments.
Total file size	The maximum total size that are allowed for attachments. The default maximum size allowed varies by channel. Apple Messages for Business: 100 MB Facebook: 25 MB Livechat: 100MB Email: 25MB Whatsapp: 64MB
Individual file size	The maximum size allowed for a single attachment. An individual file cannot be larger than the total file size limit.
No. of attachments	The maximum number of attachments allowed per channel. The default number of attachments allowed varies by channel. Apple Messages for Business: 1 Facebook: 2 Livechat: 1 Email: 5 WhatsApp: 10
Format supported	The file formats supported for attachments. Supported formats vary by channel.
Actions	You can edit the attachment details using the Edit icon.

4

To edit the attachment details:

Click the Edit icon Actions column for the desired channel.
Update the required fields.
Click Update attachment details to save the changes.

5

Click Save.

Add recipients to email conversation

You can configure whether agents are allowed to add additional recipients to customer-initiated or agent-initiated email conversations. This includes allowing carbon copies (CC), forwarding, and adding external email addresses.

1	In the Webex Engage admin console, go to Settings > Agent console > Conversation pane.
2	Go to the Team wise settings tab.
3	To allow agents to send carbon copies (CC) or forward emails, go to Add recipients to email conversation and enable the Allow carbon copy (CC) and forward toggle.
4	To allow agents add external email addresses as recipients, check the Allow external email IDs check box. When enabled, agents can CC or forward emails to both internal users (found via inline search) and external email addresses. When disabled, agents can only CC or forward emails to internal users.

Manage digital channel assets

This section outlines the list of different channel assets configured in Webex Connect application and how to configure livechat widget for the customer conversations.

For more information about configuring channel assets in Webex Connect, see the Channel Asset Configuration documentation.

View channel assets

Channel assets are business entry points for your customers to reach out to the business contact center. Channel assets registered with Webex Contact Center from the Webex Connect application appear here.

If you do not see your asset, such as SMS number, Facebook Messenger page, Livechat App, Apple Messages for Business (AMB), WhatsApp, or Business Email Account in the Assets page, check the registration status of the asset on the Webex Connect application and ensure that it states Registered on <timestamp>.

When an administrator deletes assets on Webex Connect, those assets will no longer appear on the Control Hub or Webex Engage Assets screen.
Don't edit any asset details directly on the Channel Assets page except the Livechat widget configuration.

When you click the Channel Assets icon on the left menu, you see a list of current channel assets registered with Webex Contact Center. Each tab displays the channel and contains the channel assets.

Table 1. Channel asset details
Column	Description
Channel	Name of the channel.
Asset Details	Business address of the asset, such as SMS number, WhatsApp number, Livechat App ID, Business Email ID, Apple Messages for Business ID, and Facebook page link.
Asset Name	Name of the asset as configured on the Webex Connect application.
ID	Internal ID generated for the asset by Webex Contact Center.
Added on	Timestamp when the asset was registered with Webex Contact Center.
Action	Edit option (available only for the Livechat channel). For all other channels, clicking this option will display a read-only view of the page.

Configure livechat widget

The Livechat channel enables businesses to engage and support their website visitors and customers. Customers can initiate a conversation with the contact center using the Livechat widget.

Before you begin

The Livechat channel assets must be created in the Webex Connect application.

1	In the Webex Engage admin console, navigate to Assets > Livechat.
2	Click the Livechat tab.
3	Click the Edit icon in the Action column of a Livechat asset. The configuration of LiveChat asset is done in three sections: Configure asset Websites Installation

Configure livechat asset

Go to the Configure Assets tab of the Livechat settings page and configure the following settings:

1	Choose Default Team from the Default team drop-down list.
2	Enable or disable the Show chat conversation history to the end user on re-login toggle to show or hide chat conversation history to customers on revisiting the website.
3	Enable or disable the Allow customer to request for chat transcript from Livechat widget toggle to enable or disable customers to request a chat transcript from the Livechat widget. You can configure the agent name or generic alias in the chat transcript as the agent identifier to protect the agents' privacy.
4	Enable or disable the Clear threads at end user's widget toggle to clear or retain conversations when customer clicks End chat, or navigates to a different website, or closes the browser.
5	Ensure that the Close chats on the server upon chat abandonment toggle is disabled. This toggle instructs the application to automatically close chats on the server when customers abandon the chats. This feature doesn’t apply yet to Webex Contact Center tenants.
6	Enable the Notification sounds toggle to play a chime sound when the end user receives a new message.
7	Click Save changes.

Configure Website settings

Go to the Websites tab of the Livechat settings page and configure the following settings:

1

Click Add Website.

The Website Settings page appears with the following four sections:

General
Conversation
Banned customers

2

In the General tab, configure the following settings:

In the Domain section, enter the domain name or subdomain name on which the widget must appear.
When the number of sub-domain names are high, the "*" based domain patterns will significantly reduce the time taken to individually list the widget on each sub-domain on a website.
When a fully qualified sub-domain and an "asterisk" based sub-domain are added, the fully qualified sub-domain listing will override the generic "*" based one.
In the Basic Details section, choose the required language from the drop-down list. All the announcements, action button text, error notifications, and chat transcripts will be displayed in the configured widget language. The default setting is Automatic (Browser-locale based). With this option, the livechat widget automatically appears in the end user's browser language, so you don't need to set up a separate widget for each language.
In the Logo section, configure the logo settings:
1. Click the Upload logo button to upload your brand logo.
2. Enter the name in the Display name field. The display name will appear on the header of the widget.
3. Enter the support text in the Byline text field. The byline text will appear below the header.
4. Enter the call-to-action (CTA) button name in the Button text field. If you don't configure the text, you will view New Conversation as a default text on the end customer widget.
  
  The maximum number of characters allowed in the button text field is 30 characters.
5. Enter the personalized Greeting message that customers will view on the end customer widget. The maximum character limit for this field is 500.
In the Set Wait Time section, set an approximate wait time that customers see when they reach out during office hours to let your customers know when they can expect a reply. Enable the Display approximate wait time toggle and click one of the following radio buttons:
- Typically replies in a few minutes
- Typically replies in a few hours
- Typically replies in a day
Configure the Customise widget style settings:
1. Specify the color code in the Widget color field. You can choose a color or enter a hex code.
2. Select the button type from the list of options in the Widget button type.
Configure the Widget visibility to set how the chat widget behaves on your website outside of business hours. You can either hide the widget or display it with an out-of-office banner and a custom message.

If teams are available but no agents can accept chats, the widget will disable the "Start Conversation" button and show a "no agents available" message.
To configure the visibility of the widget on the website:
- Enable the Force turn off toggle to hide the Livechat widget for the new customers and existing customers when they refresh the browser.
- Enable the Consider Business hours toggle to show or hide the widget during business hours.
  1. Choose the configured business hours from the drop-down list.
  2. Click one of the following options:
    - Show without any restrictions - Shows the widget all the time, regardless of any restrictions set for the widget visibility.
    - Show the widget with a OOO Banner - Shows the widget with an out of office (OOO) banner message. You can configure the OOO message in the message composer text box. The maximum length of a banner is 75 characters. Banners don't accept < and > parameters.
    - Hide the widget completely to hide the widget completely. G.
Click Save.

3

Click the Conversation tab, configure the following settings:

In the Set Chat Announcement section, enable the Allow logging of chat announcement toggle to configure personalized announcements on the widget. Compose the announcement using $(agent) and $(team) as variables in the text field. This announcement appears when an agent sends the first outgoing message from the chat console.

This field accepts all Unicode characters. The maximum character limit for the chat announcement field is 100 characters.
In the Message composer section, configure the following settings on the Livechat message composer:
- Show composer when quick replies are sent: Enable this toggle to allow agents to compose new message in the composer if the suggested quick replies don't match the customer's intent.
- Allow Emojis: Enable this toggle to allow customers to use emojis during the conversations on the widget. A default emoji list is provided on the widget.
- Allow Attachments: Enable this toggle to allow customers to send attachments during the conversations on the widget.
  
  If you choose the PCI compliance option to drop attachments, the system overrides the Allow Attachments configuration.
In the Confetti background settings, enable the Apply a Confetti Background toggle to allow or restrict confetti background on the end customer widget.

In the Email transcript section, enter the following details:

Table 2. Email transcript details
Field name	Description
Subject	You can configure the Livechat transcript subject using $(transdate) and $(brandname) parameters. The subject will render in the configured language mentioned in the Subject field under the Email Transcript section. The maximum character limit for this field is 100.
Footer	You can configure the footer in the language you wish to render in the Email Transcript by entering the required footer text in the Footer field under the Email Transcript. The maximum character limit for this field is 1000.

Click Save.

4

In the Banned Customers tab, you can ban customers from reaching out to agents on the Livechat widget. You can configure their IP addresses in the banned customer's list.

To add banned customer IP Addresses:

Click Add IP on the banned customer’s screen.
Enter IP Start Range, IP End Rage, and Reason for banning a customer in the respective text boxes.
Click Submit.

A success message appears on the screen, and the system lists the IP details on the banned customer’s screen.

To edit a banned customer IP address:

Click the Edit icon in the Actions column of a specific customer.
Edit the required fields.
Click Save Changes.

To delete a banned customer IP address, click the Delete icon in the Actions column of a specific customer.

Configure Installation settings

Navigate to the Installation tab of the Livechat settings page and configure the following settings:

1	Enable the Take consent from the customer toggle to take manual consent from customers on Livechat widget.
2	Click Copy to copy the widget script.
3	Paste the script above the `</body>` tag in the HTML DOM. Do not modify the installation script (of the Livechat widget within the client’s code) except for the consent message and button labels. For best results and to avoid conflicts with the site, embed the script exactly as provided, directly beneath the body tag. Customer experience on the Livechat widget When the Take consent from the customer setting setting is enabled for an asset, the customers will navigate through the following journey: If the network connection drops, end customers will see a weak network connection banner on the Livechat widget.

Manage conversation templates

You can preset responses that agents can use when they respond to customer queries. You can create, edit, and delete templates on all channels in the Templates tab. You can also create multiple text templates at once by using the Upload Templates feature on the Templates page. This allows for efficient and streamlined template management.

Upload templates

Use the Upload Templates feature to perform bulk upload of templates. Bulk upload reduces the time taken to create templates for individual widgets.

1

In the Webex Engage admin console, navigate to Assets > Templates.

2

In the Organisation tab, click Upload templates.

3

Click the Download sample file here link to download the sample .csv file. Rename the sample file with a unique name. Open the sample file and enter the following details in the corresponding cells:

Don't edit or change the column header names. Ensure the team names are comma-separated in the TeamNames column.

Channel: Enter the name of the channel such as All, Facebook, SMS, Email, Livechat, Apple Messages for Business (AMB), or WhatsApp.
TemplateGroup: Enter the name of the template group.
TemplateName: Enter the name of the template.
Text: Compose the template text as per the configured character limit for each channel template.

Table 1. Template type details
Template Type	Maximum number of characters
All	320
SMS	800
Facebook Messenger	2000
Livechat	1000
Email	500000
WhatsApp	4096
Apple Messages for Business	10000

The file size must not exceed 5 MB, with a maximum number of 1000 templates per sheet.
The Text column supports all Unicode characters.
Use the Pipe symbol (|) as a delimiter to enter multiline text in the Text column.
In the upload templates file, even if a single record ends with a delimiter (|), all the records in that file must end with the same delimiter.
Locked: Enter Yes to lock the template or No to keep it unlocked.
TeamNames: Enter the team names as comma-separated values. More than one team name means the templates are shared across the configured teams.

4

Delete the help notes in the .csv file before you upload it.

5

Save the file.

6

Click Upload File. Upload the file only in .csv format.

7

Click Track Upload Status to view the status of the files that you uploaded.

In the Show Activity Between field, choose a date range and click Apply.
Click Search to view all the files you uploaded during the chosen period.
Optionally, enter a filename in the Search field to filter the table results.
The Status column shows the status of the uploaded file as Completed, Completed with errors, or Failed.

8

If the status is Completed with errors or Failed:

Click Download Report in the Action column.
Fix the errors in the file based on the report's findings.
Return to Step 6 to upload the file again.

Manage categories

You can use categories to organize groups of templates. A folder icon precedes each category. A category containing templates is represented by a filled folder icon, while an empty folder icon indicates a category without templates. Following are the category tabs:

Organization level category: You can create and manage list of categories.
Group level category: You can view categories assigned to the Default group. Currently, this category is not applicable to Webex Contact Center tenants.
Team level category: You can view categories assigned to the Default team. Currently, this category is not applicable to Webex Contact Center tenants.

Add a category

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click the Categories tab.
3	Click Add category on the top-right corner of the page. A pop-up window appears.
4	Enter the Category name and click Add. A success message appears; the category is listed in the table list. The maximum character limit allowed for the Category name field is 35.

View, edit, and delete categories

1

In the Webex Engage admin console, navigate to Assets > Templates.

2

Click the Categories tab and go to the Organization tab.

3

To search for a category, enter your search criteria in the Search field. The matching results will appear in the list view.

The following table outlines the category details.

Table 2. List view of category details
Column	Description
Category	The name of the category.
Templates	The name of the template that is grouped under the selected category.
Group(s)	The group(s) associated with the category. The default value is “All”.
Last updated on	The date when the category was last updated.
Last updated by	The user who last updated the category.
Created on	The date when the category was created.
Created by	The user who created the category.
Actions	You can edit and delete a category in the list. To edit a category: Click the Edit icon. Make the required changes and click Save changes. To delete a category: Click the Delete icon. Click Ok to confirm.

4

To customize columns in table:

Hover over to the Customise display drop-down on the top-right corner of the results table.
Choose the required columns from the list by selecting the check boxes adjacent to each column name.

You can instantly view the results on the screen by checking and unchecking the check boxes.

By default, the Category and Actions columns are preselected and can’t be disabled.

Add a template

You can create and manage templates which your agents can use as canned responses within a conversation. You can choose to create a common template for all channels or create channel-specific templates. You can create templates for the following channels:

SMS
Facebook Messenger
Email
Livechat
WhatsApp
Apple Messages for Business (AMB)

Create a common template

You can create a common template for all channels.

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click Add template.
3	Choose All from the Channel drop-down list to create a universal template for all channels.
4	Choose the required category from the Template category drop-down list.
5	In the Template name field, enter the name of the template.
6	(Optional) In the Sender ID field, enter the sender ID. The default Sender ID (a short code assigned to the team if SMS is enabled as a Channel) loads automatically when you create a template. This feature allows you to create and track the templates.
7	In the Template text field, enter the text. The Template text field supports a maximum of 320 characters. Custom Fields: Enter custom or editable fields in the template body using chevron (\<>) brackets. Custom fields are editable fields even in locked templates. System Parameters: Click the @@ icon or type @@ in the Template text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation. In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow.
8	Enable the Lock template toggle to lock text templates. Agents can edit only custom or dynamic fields when you lock a template.
9	Click Save.

Create an SMS template

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click Add template.
3	Choose SMS from the Channel drop-down list to create an SMS template.
4	Choose the required category from the Template category drop-down list.
5	(Optional) In the Sender ID field, enter the sender ID. The default Sender ID (a short code assigned to the team if SMS is enabled as a Channel) loads automatically when you create a template. This feature allows you to create and track the templates.
6	In the Template name field, enter the name of the template.
7	In the Template text field, enter the text. The Template text field supports a maximum of 800 characters. Custom Fields: Enter custom or editable fields in the template body using chevron (\<>) brackets. Custom fields are editable fields even in locked templates. System Parameters: Click the @@ icon or type @@ in the Template Text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation. In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow.
8	Enable the Lock template toggle to lock text templates. Agents can edit only custom or dynamic fields when you lock a template.
9	Click Save.

Create an email template

1

In the Webex Engage admin console, navigate to Assets > Templates.

2

Click Add template.

3

Choose Email from the Channel drop-down list to create an email template.

4

Choose the required category from the Template category drop-down list.

5

In the Template name field, enter the name of the template.

6

In the Template text field, enter the text.

You can add emojis to the customized text. You can apply the rich formatting styles to the text as described in the table.

Table 3. Font formatting styles
Icon	Description
Bold	Bolds the text.
Italics	Italicizes the text.
Underline	Underlines the text.
Strikethrough	Strikes the text.
Font color	Changes the font color.
Ordered list	Creates an ordered list.
Unordered list	Creates an unordered list.
Link	Inserts a hyperlink on the text selected.
Paragraph (Headings)	Applies preset heading or paragraph styles to the text.
Table	Inserts a table.

Custom fields: Enter custom or editable fields in the template body using chevron (\<>) brackets. Custom fields are editable fields even in locked templates.
System parameters: Click the @@ icon or type @@ in the Template Text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation.
In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow.
Custom fields: Enter custom or editable fields in the template body using chevron (\<>) brackets. Custom fields are editable fields even in locked templates.

7

Enable the Lock template toggle to lock text templates. Agents can edit only custom or dynamic fields when you lock a template.

8

Click Save.

Create a livechat template

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click Add template.
3	Choose Livechat from the Channel drop-down list to create a livechat template.
4	Choose the required category from the Template category drop-down list.
5	In the Template name field, enter the name of the template.
6	In the Template text field, enter the text. The Template text field supports a maximum of 2000 characters. Custom Fields: Enter custom or editable fields in the template body using chevron(\<>) brackets. Custom fields are editable fields even in locked templates. System Parameters: Click the @@ icon or type @@ in the Template Text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation. In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow.
7	Enable the Lock template toggle to lock text templates. Agents can edit only custom or dynamic fields when you lock a template.
8	Click Save.

Create a Facebook messenger template

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click Add template.
3	Choose Facebook from the Channel drop-down list to create a Facebook messenger template.
4	Choose the required category from the Template category drop-down list.
5	In the Template name field, enter the name of the template.
6	Choose one of the following template types for the Facebook messenger: Text template: Enter the text in the Template text field. The Template text field supports a maximum of 2000 characters. Custom Fields: Enter custom or editable fields in the template body using chevron(\<>) brackets. Custom fields are editable fields even in locked templates. System Parameters: Click the @@ icon or type @@ in the Template text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation. In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow. Action template to configure button templates. You can use this option when the customer expects a quick response. The system sends the message with images and buttons to enable the customer to respond with a click of a button. To configure action templates: Click Upload Image to browse and attach an image. Configure Buttons by specifying the following parameters and checking the button check boxes: In the Name field, enter the button name. Choose a Button type as `WebURL` or `Postback` from the drop-down list. In the Call URL field, enter the call back URL. In the Template text field, enter the text. The action templates support a maximum of 320 characters. Multimedia template to create and configure various multimedia templates. You can create the following multimedia templates: Image Audio Video File To configure multimedia templates: From the Media type drop-down, select a media type. In the Media URL field, enter the URL.
7	Enable the Lock template toggle to lock text templates. Agents can edit only custom or dynamic fields when you lock a template.
8	Click Save.

Create a WhatsApp template

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click Add template.
3	Choose WhatsApp from the Channel drop-down list to create a facebook messenger template.
4	Choose the required category from the Template category drop-down list.
5	In the Template name field, enter the name of the template.
6	Choose one of the following template types for the WhatsApp messenger: Text: Enter the text in the Template text field. The Template text field supports a maximum of 4096 characters. Custom Fields: Enter custom or editable fields in the template body using chevron(\<>) brackets. Custom fields are editable fields even in locked templates. System Parameters: Click the @@ icon or type @@ in the Template Text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation. In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow. Attachments: Click Upload file to browse and attach an file. The maximum file size is 64MB. WAB registered message: It is important to follow WhatsApp's guidelines when submitting requests for template message approvals to avoid unintended rejections. For more information, refer follow registration guidelines. Choose one of the following template options for Category: Marketing: Send promotions or information about your products, services, or business. Utility: Send messages about an existing order or account. Choose the required Language from the drop-down list. The drop-down list contains all the languages that Facebook or WhatsApp supports. Choose the WABA ID of the WhatsApp Business Account that you want to associate this template with from the drop-down list. Choose the Header type. This is an optional step. The actual image or document needs to be configured in the WhatsApp node. Text: Provide the header text or custom variable to include in the template. You can use at most one variable in the header text. Media: Click Image or Document and click Upload file. You can upload files up to a maximum size of 5 MB. In the Message Body field, enter the text message to add content for your approved WhatsApp template. You can also add variables in the message body. Click the @ symbol to add a pre-set system variable. You need to provide values for the configured variables while using the WhatsApp node within the flow builder. (Optional) In the Footer field, enter a short line if your template needs a footer. The footer cannot exceed 60 characters. Click Add samples to include sample values for custom variables defined in message header and/or body text, and then click Save. After saving your changes, the WAB registered template is submitted to Facebook/WhatsApp for approval. Once a WAB registered template has been submitted for approval, it cannot be edited. Only approved templates will appear in the list of available templates on the Templates page and within the `WhatsApp` node. The approval status on the Templates page updates automatically as soon as WhatsApp provides an update.
7	Enable the Lock template toggle button to lock text templates. Agents can edit only custom or dynamic fields when you lock a template. This is not applicable for WhatsApp message templates.
8	Click Save Changes to save the template.

Create an Apple Messages for Business (AMB) template

Create an Apple Messages for Business (AMB) template.

1	In the Webex Engage admin console, navigate to Assets > Templates.
2	Click Add template.
3	Choose AMB from the Channel drop-down list to create an Apple Messages for Business template.
4	Choose the required category from the Template category drop-down list.
5	In the Template name field, enter the name of the template.
6	Choose a template type from the Template type drop-down list. You can create Text, Text with Attachment, Time Picker, List Picker, Rich Link, Quick Reply, and Form template types for the AMB channel. Text: Choose this template type to configure a text template. In the Template text field, enter the text. The Template text field supports a maximum of 10000 characters. Custom fields: Enter custom or editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates. System parameters: Click the @@ icon or type @@ in the Template text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation. In the absence of relevant values for the configured parameters, the application renders the parameters in chevron braces and highlights them in yellow. Text with attachments: Choose this template type to configure and support text with attachment templates. In the Template text field, enter the text. In the Upload Attachments section, click Choose file or Drop files here to upload an attachment. The Upload Attachment field supports a maximum limit of ≤ 5 MB. Time Picker: Choose this template type to configure time slots for the customers. Configure Received Message preview. Choose a message preview bubble size from the Style radio buttons. In the Title field, enter the title. (Optional) In the Subtitle field, enter the subtitle. Click Choose file or Drop files here to upload an attachment. (Optional) Configure Event Details. Enable the Pre-fill event details toggle to prefill event details. In the Event title field, enter the title. (Optional) In the Location details field, enter the location information. (Optional) In the Show on map fields, enter the coordinates. In the Time Slots fields, select date, time, and duration from the respective fields. Click the Add icon, to add time slots further. Configure Reply Message preview. Choose a Message preview bubble size from the Style radio buttons. In the Title field, enter the title. (Optional) In the Subtitle field, enter the subtitle. Click Choose file or Drop files here to upload an attachment. List Picker: Choose this template type to configure a list of items and information regarding them. Configure Received Message preview. Choose a Message preview bubble size from the Style radio buttons. In the Title field, enter the title. (Optional) In the Subtitle field, enter the subtitle. Click Choose file or Drop files here to upload an attachment. Configure List Details. In the Section title field, enter the title. To configure multiple sections, check the Allow multiple selections for section check box. Click Choose file or Drop files here to upload image files. In the Title field, enter the title. (Optional) In the Subtitle field, enter the subtitle. Click the Add icon adjacent to the Title field to add multiple items. Click Add Section to save the list. Configure Reply Message preview. Choose a Message preview bubble size from the Style radio buttons. In the Title field, enter the title. (Optional) In the Subtitle field, enter the subtitle. Click Choose file or Drop files here to upload an attachment. Rich Link: Choose this template type to configure and send rich links to the consumer device. Configure Received Message preview. In the Title field, enter the title. In the URL field, enter the rich link URL. Choose a media type from the drop-down list. The media type supports image or video files, each with a maximum size of 5MB. When you select the `video` as media type, upload the thumbnail image for easier identification and visibility. The video file must be in MP4 format. Click Choose file or Drop files here to upload an attachment. Quick Reply: Choose this template type to configure questions and options. In the Title field, enter the question. In the Add options field, enter the options. In the Add options field, you can configure a minimum two and a maximum of five options. Form: Choose this template type to configure rich, multi-page interactive flows for users on iOS and iPadOS devices using a single JSON payload. In the Description field, enter the form description to provide additional information to the agents using a form template. Paste a valid JSON data or load the sample data the Load sample in editor and customize it. Click Beautify adjacent to the Load sample in editor to format and make the JSON readable. 7. Select the Lock Template checkbox to lock Text and Text with attachment template types. Agents can edit only custom or dynamic fields when you lock a template.
7	Click Save.

Manage proactive chat

In Webex Contact Center, proactive chat enables businesses to start conversations with customers using predefined rules and triggers. This approach enhances engagement and speeds up issue resolution. Businesses can send automated messages based on user behavior, such as page visits or time spent on a website. Administrators configure these messages through the Webex Engage admin console. You can set multiple rules for different assets and websites under a single account and customize messages to align with business hours. The system tracks performance analytics, including match rates, sends, opens, and replies, ensuring timely and effective customer interactions. This feature improves engagement by delivering tailored, rule-based messages triggered by user activity on your website.

Create proactive messages

1	Sign in to Control Hub.
2	Go to Contact Center.
3	In the Quick links section, go to Webex Engage > Manage Proactive Chats. You can also access by navigating to the Proactive messaging menu from the Webex Engage admin console. The Proactive messaging screen appears.
4	Click Add message. The screen guides you through the following steps: Add trigger conditions Configure message Control behaviour
5	Enter the Name of the message.
6	Choose the asset from the Asset name drop-down list. This auto-populates the Websites drop-down list.
7	In the Add trigger conditions section, configure the following parameters to define how to trigger an automated message using one of the following options. Choose Rules on visitor attributes to define a rule to trigger an automated message. A contextual proactive message is triggered if the visitors (on a business page) satisfy the conditions set in the Rules on Visitor Attributes field. Define rules using one or more ‘IF’, ‘AND’, ‘OR’ conditions. Click Save and continue. Choose Native website events to define HTML events (that is, On Click, On Change, and On Hover) to trigger a proactive message based on visitor actions on the businesses page. You can also pass a pay load and define rules to trigger a proactive message. Choose how to trigger the event such as On Click or On Change or On Hover from the respective drop-down list. Configure the DOM element that you would like to track. You can target these DOM entities using their ID or Class (Name) from the respective drop-down list and enter the corresponding Value. To pass a contextual pay load from the DOM optionally, you can turn on the Would you want to pass a payload? toggle. Enter the Key Name and Value. The values must point to the IDs of the DOM element without any prefix. If the widget finds elements with the same ID, it picks up the first element in the DOM that matches the DOM Element ID configured in proactive chat rule configuration. Also, you can filter on these payload values and apply the trigger only when certain conditions match—such as IF customer_plan equals ‘Gold’. Enter one or more ‘IF’, ‘AND’, ‘OR’ conditions. Click Save and continue. Even if a customer matches the trigger conditions multiple times while navigating the website of the business, the system delivers the proactive chat invite only once. The customer's browser stores triggered rules locally. If the customer clears their browser storage, the system triggers the rule again upon the next match.
8	In the Configure message section, configure the following parameters: Enter the message title. Choose a chat queue from the Webex Contact Center Queue drop-down list. When the customer responds, the system passes the queue context to Webex Connect Flow. For more information, see Configure flows for proactive chat. Choose how to send the message: Badge Notification–This is a silent notification. When you choose this option, a numbered badge appears on the widget icon for customers. Customers must click the notification to view the message. Portion of the Message–This notification displays only a portion of the message. The customers must click on the ellipses to view the complete message. Full Preview of the Message–This notification displays the complete message. Center Page Post–This notification displays the message on the center of the page. Generally, this is used to provide mandatory information to the customer. Compose the message in the Message field. You can apply the following rich formatting styles to the configured message: Bold, Italic, Underline, Ordered List, Unordered List, and Insert Link. The maximum text limit allowed in the Message field is 500 characters. Click Save and continue.
9	In the Control behaviour section, you can qualify the proactive chat rule using business hours. Enable the Business Hours toggle. Then, select the working hours from the drop-down list as configured in Control Hub to check team availability when a customer replies. For more information to configure business hours in Control Hub, see Business Hours.
10	(Optional) To review or change settings on the previous page, click Previous.
11	(Optional) Click Save as draft to save your message as a draft and return later to review or complete the configuration.
12	Click Save and publish. A success message appears and the proactive message is live and listed on the proactive messaging page. After completing these steps, configure flows in Webex Connect to handle replies to proactive chats. For more information, see Configure flows for proactive chat.

View and manage proactive message

The Proactive messaging page allows you to view, search, filter, and manage all proactive messages configured for your assets and websites. You can monitor the status of each message and perform actions such as editing, deleting, or unpublishing messages.

1	From the Webex Engage admin console menu, click Proactive messaging.
2	Use the Asset name and Website name drop-down list to filter proactive messages by asset or website, if needed.
3	To search for a specific proactive message, enter keywords in the Search input field.
4	To manage proactive message, go to the Actions column of a specific proactive message and do the following tasks: Edit: Click the Edit icon. Edit the required fields and click Save and publish to update the proactive message. Delete: Click the Delete icon and click Delete message to confirm. Unpublish: Click the Unpublish icon and click Unpublish to confirm. You can only unpublish the published message; not the draft message. Once you unpublish the message, the system grays out the publish and unpublish icon in the Actions column. The proactive message status changes from Live to Draft and listed on the proactive messaging page. You can edit the proactive message and publish it again as a new message.
5	To customize the table columns, hover over the Customise display drop-down list and select the desired columns by checking the boxes next to each column name. You can instantly view the results on the screen by checking and clearing the check boxes. By default, the system preselects the Title and Actions columns and doesn’t allow you to disable them.

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Webex Engage Administration guide

Get started with Webex Engage Admin console

Prerequisites

Access Webex Engage admin console

Navigate the admin console interface

Left navigation panel

View chat conversations

Search conversations by filters

Customise display of table

View Groups

View team

View users

Configure events and rules

Add a new event

Add a new rule

View events and rules

View Users

Customise display of table

Manage conversation settings

Configure auto-response message

View and manage auto-response messages

Manage contact policy settings

Configure restricted words

Manage agent console settings

Manage conversation pane settings

Configure attachments

Add recipients to email conversation

Manage digital channel assets

View channel assets

Configure livechat widget

Configure livechat asset

Configure Website settings

Configure Installation settings

Manage conversation templates

Upload templates

Manage categories

Add a category

View, edit, and delete categories

Add a template

Create a common template

Create an SMS template

Create an email template

Create a livechat template

Create a Facebook messenger template

Create a WhatsApp template

Create an Apple Messages for Business (AMB) template

Manage proactive chat

Create proactive messages

View and manage proactive message

Small Business

Enterprise

Devices

Solutions For

Resources

Company