Introduction

Learn how Webex Connect and Webex Engage work together to streamline customer communications and engagement.

Webex Engage's Live Agent Integration allows you to manage Conversations on Digital channels from within Webex Connect's Flow Builder.
Webex Connect and Webex Engage - Live Agent (Standalone) integration allows customers to leverage Webex Connect's customer interaction automation capabilities for enabling customer self-service and support across digital messaging channels
Webex Connect brings in the ability to receive customer inquiries from a range of digital messaging channels (listed below) and facilitate automated handling of these inquiries by leveraging AI-powered bots and third-party business systems (such as CRMs, etc.) with contextual and seamless escalation to a Live agent on Webex Engage's (Standalone) Agent Console when human intervention is needed.
Webex Connect's Flow Builder is a key component of this solution, empowering clients to design seamless customer engagement and self-service experiences. It achieves this by leveraging various rich messaging capabilities and integrating with backend systems and applications to automate handling of customer requests.
Here's a guide to help you get started:

Flowchart of Webex Connect and Webex Engage Integration

Flowchart of Webex Connect and Webex Engage Integration