FAQs

Common asked questions about various channels in Contact Center Enterprise

Which channels are supported as part of Webex Connect and Contact Center Enterprise integration?

Webex Connect and Contact Center Enterprise integration currently supports SMS, Live Chat, and Email channels. We plan to add more channels soon and this section will be updated as we roll out support for additional channels.

Which file formats are supported across various channels as part of Webex Connect and Contact Center Enterprise integration?

File Format

Agent to Customer

Customer to Agent

Chat

Email

Facebook

Chat

Email

Facebook

.txt

NO

YES

NO

NO (cannot select)

YES

NO

.csv

YES

NO (cannot select)

NO

YES

YES

NO

.doc

YES

YES

NO

YES

YES

NO

.docx

YES

YES

NO

YES

YES

NO

.ppt

YES

YES

NO

YES

YES

NO

.pptx

YES

YES

NO

YES

YES

NO

.png

YES

YES

YES

YES

YES

YES

.gif

YES

YES

YES (but not shown in FBM) 

YES

YES

YES

.bmp

NO

NO (cannot select)

NO

NO (cannot select)

YES

YES

.jpeg

NO

YES

YES

YES

YES

YES

.jpg

YES

YES

YES

YES

YES

YES

.xls

YES

YES

NO

YES

YES

NO

.xlsx

YES

YES

NO

YES

YES

NO

.pdf

YES

YES

NO

YES

YES

NO

.zip

NO

YES

NO

NO (cannot select)

YES

NO

.mp3

YES

NO (cannot select)

NO

YES

YES

YES

.wav

YES

NO (cannot select)

NO

YES

YES

YES

.mp4

YES

NO (cannot select)

YES

YES

YES

YES

.flv

NO

NO (cannot select)

YES

NO (cannot select)

YES

NO (can send but drops at AD)

.mkv

NO

NO (cannot select)

NO

NO (cannot select)

YES

NO

.avi

NO

NO (cannot select)

YES

NO (cannot select)

YES

YES