FAQs

Common asked questions about various channels in Cisco Webex Contact Center integration

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

Webex Connect and Cisco Webex Contact Center integration currently supports SMS, Live Chat, Email, and Facebook Messenger 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 Cisco Webex Contact Center integration?

File FormatAgent to Customer Live ChatAgent to Customer EmailAgent to Customer MessengerAgent to Customer WhatsAppCustomer to Agent LiveChatCustomer to Agent WhatsAppCustomer to Agent EmailCustomer to Agent Messenger
.txtNOYESNOYESNO (cannot select)YESNOYES
.csvYESNO (cannot select)NONOYESYESNOYes
.docYESYESNOYESYESYESNOYES
.docxYESYESNOYESYESYESNOYES
.pptYESYESNOYESYESYESNOYES
.pptxYESYESNOYESYESYESNOYES
.pngYESYESYESYESYESYESYESYES
gifYESYESYES (but not shown in FBM)NOYESYESYESYES(received as Mp4)
.bmpNONO (cannot select)NONONO (cannot select)YESYESYES
.jpegNOYESYESYESYESYESYESYes(Received as jpg
.jpgYESYESYESYESYESYESYESYES
.xlsYESYESNOYESYESYESNOYES
.xlsxYESYESNOYESYESYESNOYES
.pdfYESYESNOYESYESYESNOYES
.zipNOYesNONONO (cannot select)YESNOYES
.mp3YESNO (cannot select)NO
.wavYESNO (cannot select)NONOYESYESYESYES
.mp4YESNO (cannot select)YESYESYESYESYESYES
.flvNONO (cannot select)YESNONO (cannot select)YESNO (can send but drops at AD)YES
.mkvNONO (cannot select)NONONO (cannot select)YESNOYes
aviNONO (cannot select)YESNONO (cannot select)YESYESYES