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Human handoff lets a visitor ask for a person from the Webless widget. The visitor stays in the widget. Your team replies from Slack, Microsoft Teams, or Webex Contact Center.
Webless carries the transcript and page context into the provider, then sends human replies back to the same visitor conversation.

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How it works

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Before you start

You need:
  • Admin access to the Webless Console workspace.
  • Permission to install or approve apps in the provider.
  • A destination for new handoffs: a Slack channel, Teams channel, or Webex Contact Center LiveChat target.
  • One test visitor conversation to verify the full round trip.

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Configure Webless

Open your site or index in Webless Console, then select Human Handoff. Turn on setup mode, choose where humans reply, and complete the provider steps. Human Handoff setup in Webless Console

Enable human handoff

Turn on Human Handoff for the widget. Visitors only see the human option after a provider is connected.

Choose a provider

Select Slack, Microsoft Teams, or Webex Contact Center.

Complete the provider setup

Finish each setup step until Console shows the provider as connected.

Run a real test

Start a widget conversation, ask for a human, reply from the provider, and confirm the visitor receives the reply in the widget.

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Slack

Use Slack when your team handles visitor conversations from a workspace channel.

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What you need

  • A Slack workspace.
  • Permission to install the Webless Slack app.
  • A public channel, or a private channel where the Webless app has been invited.

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Setup

Connect Slack

In Human Handoff, choose Slack and click Connect Slack.

Approve the Webless app

Slack opens an authorization screen. Select the correct workspace and allow the Webless app.

Choose the destination channel

Pick the channel that should receive new handoff conversations. For private channels, invite the Webless app to the channel first.

Confirm setup

Console should show the Slack channel and mark the setup steps complete.
Slack channel selected for Human Handoff
If your workspace restricts app installs, use Invite admin from Console so the right Slack admin can finish authorization.

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Microsoft Teams

Use Microsoft Teams when agents or teammates work from a team channel. A Teams tenant admin must install or approve the Webless app before the channel can receive handoff requests.

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What you need

  • Microsoft Teams tenant admin access.
  • The target team and channel.
  • The setup code shown in Webless Console.

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Setup

Start Teams setup

In Human Handoff, choose Microsoft Teams and click Connect Teams. Webless generates a setup code and app package instructions.

Install the Webless app

In Teams admin center, upload or approve Webless Handoff, then add it to the target team.

Verify the channel app

In the target channel, open Agents and bots. You should see Webless Handoff in the app list.
Webless Handoff installed in Microsoft Teams Agents and bots

Connect the channel

In the target channel, mention the bot and send:
Replace YOUR_SETUP_CODE with the current code from Webless Console.

Send a test handoff

Trigger a handoff from the widget and reply from Teams. The reply should appear in the visitor’s Webless widget.
The setup code connects one Webless handoff configuration to one Teams destination. Do not share it outside the admin or teammate completing setup.

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Webex Contact Center

Use Webex Contact Center when routing, business hours, agent assignment, transfers, and closeout should stay in Webex. Webless does not replace Contact Center routing. Webless creates the bridge from the widget into Webex, then Webex owns the contact-center workflow.

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What you need

  • Webex Contact Center admin access.
  • Webex digital channels, Webex Connect, or Engage enabled for your tenant.
  • A LiveChat asset for the website.
  • A website domain added to that LiveChat asset.
  • A Contact Center queue, entry point, team, or flow target for Webless handoffs.
  • Agents who can accept and reply to the queued task.
For production, your Webex admin authorizes the Webless service app. You do not need to create a separate Webex developer service app unless Webless support asks you to for a sandbox test.

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Setup

Authorize Webless

In Human Handoff, choose Webex Contact Center and authorize the Webless service app from a Webex admin account.

Confirm tenant and region

Confirm the Webex tenant and region that should receive handoffs.

Create or select the LiveChat asset

In Webex Contact Center, use the LiveChat asset that represents the website where the Webless widget runs.

Add the website domain

Add the exact website host to the LiveChat asset, for example example.com or support.example.com. Do not include https:// or a path.

Map the Contact Center target

Map the LiveChat asset to the queue, entry point, team, or flow that should receive Webless handoffs.

Save the target in Webless

Return to Console and select the Webex target. The setup steps should show as complete.
The domain step is required. If the website domain is missing or does not match the visitor page, Webex can reject the conversation before an agent ever sees it. Webex Contact Center website domain settings The Webless setup screen separates what Webless needs from what should remain in Webex Contact Center. Webex handoff requirements in Webless Console

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Test checklist

Before you turn handoff on for a production page, verify:
  • The visitor sees the human handoff option in the Webless widget.
  • The provider receives the handoff with transcript and page context.
  • A human reply from the provider appears back in the widget.
  • Follow-up visitor messages continue to reach the provider.
  • Closing or resolving the provider conversation behaves as expected.
  • The destination is owned by the right team.

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Troubleshooting

Confirm handoff is enabled in Webless Console and that the provider connection is active.
Confirm the Webless Slack app is installed in the workspace. For private channels, also confirm the app has been invited to the selected channel.
Make sure you selected the correct workspace and that your Slack account can install apps. If app installs are restricted, invite a Slack workspace admin from Console.
Ask a Teams admin to confirm Webless Handoff is uploaded, allowed, and added to the target team. Then open Agents and bots in the channel and search for Webless Handoff.
Make sure the message mentions @Webless Handoff and includes the current setup code from Webless Console.
Confirm the LiveChat asset has the exact website domain, the Contact Center target is mapped to a live queue or flow, and at least one agent can receive that task type.
Open the LiveChat asset website settings and add the exact host where the Webless widget runs. Use example.com, not https://example.com/page.