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Webless Human Handoff connects conversations from the Webless widget to Webex Contact Center. When a visitor asks for a human, Webless sends the conversation transcript and page context into Webex. Agents reply from Webex Contact Center, and the visitor keeps chatting in the same Webless widget.
Webless creates the handoff and message bridge. Webex Contact Center still owns routing, queues, business hours, agent assignment, transfers, and closeout.

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Before you start

You need:
  • An active Webless account with access to Webless Console.
  • Webex Contact Center with digital channels enabled.
  • A Webex Full Admin who can authorize the Webless service app.
  • Webex Contact Center admin access to configure LiveChat or Web Chat routing.
  • A website domain where the Webless widget is installed.
  • At least one Webex Contact Center agent who can accept and reply to chat tasks.
If you do not have a Webless account yet, contact Webless from the pricing page or request a demo. The Webless team will help create your workspace and enable Human Handoff.

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Pricing and accounts

Webless pricing is managed through Webless. See Webless pricing or contact your Webless account team. Webex Contact Center licensing, digital channel access, and any Webex usage costs are managed by Cisco/Webex.

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Setup overview

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Configure Webex Contact Center

Confirm digital channel access

In Webex Contact Center, confirm your tenant has digital channels enabled and can create or use a LiveChat or Web Chat asset.

Create or select the LiveChat asset

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 routing target

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

Make agents available

Confirm at least one agent is assigned to the target queue or team and can accept chat tasks in Webex Contact Center Agent Desktop.
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 sees it. Webex Contact Center website domain settings

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Configure Webless

Open Human Handoff

In Webless Console, open the site or index that owns the widget, then select Human Handoff.

Choose Webex Contact Center

Select Webex Contact Center as the provider.

Authorize Webless

A Webex Full Admin authorizes the Webless service app. This allows Webless to create and manage the Contact Center handoff for your configured target.

Confirm tenant and region

Confirm the Webex tenant and region that should receive handoffs.

Select the Webex target

Choose the LiveChat, queue, entry point, or flow target that should receive Webless handoffs.

Save and test

Save the configuration, start a visitor conversation from the Webless widget, ask for a human, accept the task in Webex, and send a reply.
The Webless setup screen separates what Webless needs from what remains managed inside Webex Contact Center. Webex handoff requirements in Webless Console

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What Webless requests from Webex

Webless requests only the scopes needed to configure and operate the handoff bridge:

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Test checklist

Before enabling this for a production page, confirm:
  • The visitor sees Talk to a human in the Webless widget.
  • Webless creates a Webex Contact Center task.
  • A Webex agent can accept the task.
  • The transcript and page context are visible to the agent.
  • A Webex agent reply appears back in the Webless widget.
  • Follow-up visitor messages continue to reach Webex.
  • Ending the conversation in Webex closes or resolves the handoff as expected.

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Troubleshooting

Confirm the Webex service app was authorized by a Webex Full Admin and that the Webex tenant has Contact Center digital channels enabled.
Confirm the LiveChat asset has the exact website domain, the target is mapped to a live queue or flow, and an agent is assigned and available for chat tasks.
Check that the Webex queue or flow can route to an available agent. If no agent is available or the Webex flow rejects the task, update the Webex routing configuration and test again.
Use a Webex Full Admin account for the same tenant that owns the Contact Center routing target. If the service app was changed after approval, reauthorize it in Webex Control Hub.

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Support

For Webless setup help, contact support@webless.ai. For Webex Contact Center licensing, entitlements, or tenant provisioning, contact your Cisco/Webex account team.