> ## Documentation Index
> Fetch the complete documentation index at: https://docs.webless.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Set up Webex Contact Center

> Authorize Webless Human Handoff and route Webless widget visitors to Webex Contact Center agents.

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.

<Info>
  Webless creates the handoff and message bridge. Webex Contact Center still
  owns routing, queues, business hours, agent assignment, transfers, and
  closeout.
</Info>

## 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](https://www.webless.ai/pricing) or
[request a demo](https://www.webless.ai/contact-us). The Webless team will help
create your workspace and enable Human Handoff.

## Pricing and accounts

Webless pricing is managed through Webless. See
[Webless pricing](https://www.webless.ai/pricing) or contact your Webless
account team.

Webex Contact Center licensing, digital channel access, and any Webex usage
costs are managed by Cisco/Webex.

## Setup overview

```mermaid theme={null}
flowchart LR
  admin["Webex Full Admin"] --> authorize["Authorize Webless service app"]
  authorize --> webex["Configure Webex LiveChat target"]
  webex --> console["Map target in Webless Console"]
  console --> visitor["Visitor asks for a human"]
  visitor --> agent["Agent replies from Webex"]
  agent --> widget["Reply appears in Webless widget"]
```

## Configure Webex Contact Center

<Steps>
  <Step title="Confirm digital channel access" icon="badge-check">
    In Webex Contact Center, confirm your tenant has digital channels enabled
    and can create or use a LiveChat or Web Chat asset.
  </Step>

  <Step title="Create or select the LiveChat asset" icon="messages-square">
    Use the LiveChat asset that represents the website where the Webless widget
    runs.
  </Step>

  <Step title="Add the website domain" icon="globe-2">
    Add the exact website host to the LiveChat asset, for example
    `example.com` or `support.example.com`. Do not include `https://` or a path.
  </Step>

  <Step title="Map the routing target" icon="route">
    Map the LiveChat asset to the queue, entry point, team, or flow that should
    receive Webless handoffs.
  </Step>

  <Step title="Make agents available" icon="user-round-check">
    Confirm at least one agent is assigned to the target queue or team and can
    accept chat tasks in Webex Contact Center Agent Desktop.
  </Step>
</Steps>

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.

<img src="https://mintcdn.com/webless/OJOt-H-MTTxLZfpb/images/human-handoff-webex-website-domain.png?fit=max&auto=format&n=OJOt-H-MTTxLZfpb&q=85&s=80205e08068cb0d5e769bfab791b6960" alt="Webex Contact Center website domain settings" width="1512" height="771" data-path="images/human-handoff-webex-website-domain.png" />

## Configure Webless

<Steps>
  <Step title="Open Human Handoff" icon="settings">
    In Webless Console, open the site or index that owns the widget, then select
    **Human Handoff**.
  </Step>

  <Step title="Choose Webex Contact Center" icon="plug">
    Select **Webex Contact Center** as the provider.
  </Step>

  <Step title="Authorize Webless" icon="shield-check">
    A Webex Full Admin authorizes the Webless service app. This allows Webless
    to create and manage the Contact Center handoff for your configured target.
  </Step>

  <Step title="Confirm tenant and region" icon="building-2">
    Confirm the Webex tenant and region that should receive handoffs.
  </Step>

  <Step title="Select the Webex target" icon="list-checks">
    Choose the LiveChat, queue, entry point, or flow target that should receive
    Webless handoffs.
  </Step>

  <Step title="Save and test" icon="send">
    Save the configuration, start a visitor conversation from the Webless
    widget, ask for a human, accept the task in Webex, and send a reply.
  </Step>
</Steps>

The Webless setup screen separates what Webless needs from what remains managed
inside Webex Contact Center.

<img src="https://mintcdn.com/webless/OJOt-H-MTTxLZfpb/images/human-handoff-webex-requirements.png?fit=max&auto=format&n=OJOt-H-MTTxLZfpb&q=85&s=373bf7c400801fef13587f16d76ee251" alt="Webex handoff requirements in Webless Console" width="1564" height="404" data-path="images/human-handoff-webex-requirements.png" />

## What Webless requests from Webex

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

| Scope             | Purpose                                                                |
| ----------------- | ---------------------------------------------------------------------- |
| `cjp:config`      | Read and use Contact Center configuration needed for setup.            |
| `cjp:config_read` | List Contact Center targets available to the authorized tenant.        |
| `cjp:task_write`  | Create and update Contact Center handoff tasks.                        |
| `cjp:task_read`   | Read task status needed to keep the visitor experience in sync.        |
| `spark:kms`       | Support Webex platform authorization requirements for the service app. |

## 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="No Webex target appears in Webless Console" icon="list-x">
    Confirm the Webex service app was authorized by a Webex Full Admin and that
    the Webex tenant has Contact Center digital channels enabled.
  </Accordion>

  <Accordion title="The agent never receives a task" icon="message-square-warning">
    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.
  </Accordion>

  <Accordion title="The visitor stays stuck on connecting" icon="loader-circle">
    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.
  </Accordion>

  <Accordion title="Authorization fails" icon="shield-alert">
    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.
  </Accordion>
</AccordionGroup>

## Support

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