Chapter 6: Webex Contact Center Implementation -- 6.7 Digital Channel Implementation

6.7 Digital Channel Implementation

6.7.1 Web Chat Widget Configuration (Per Chapter 3.8.2)

Navigation: Control Hub -> Contact Center -> Channels -> Chat

Step 1: Create Chat Asset

1. Click "Create Chat Asset"
2. Configure:

Field	Value
Name	Abhavtech_WebChat_Widget
Description	Customer support chat widget
Entry Point	Global_Chat_EP

Step 2: Widget Branding

Setting	Value
Primary Color	#1F4E79 (Abhavtech blue)
Logo	Upload abhavtech_logo.png
Widget Title	Chat with Abhavtech
Subtitle	We're here to help

Step 3: Pre-Chat Form

Field	Required	Type
Name	Yes	Text
Email	Yes	Email
Query Type	Yes	Dropdown (Sales/Support/Billing/Other)

Step 4: Generate Embed Code

<!-- Abhavtech Chat Widget -->
<script>
  !function(e,t){
    var n=document.createElement("script");
    n.type="text/javascript",
    n.async=!0,
    n.src="https://wxcc-connect.webex.com/bundle/abhavtech_widget.js",
    (document.getElementsByTagName("head")[0]||
    document.getElementsByTagName("body")[0]).appendChild(n)
  }(window,document);
</script>

Step 5: Deploy to Website

1. Provide embed code to web development team
2. Deploy to: www.abhavtech.com/support
3. Test widget functionality

6.7.2 WhatsApp Business Configuration

Prerequisites: - WhatsApp Business Account (verified) - Meta Business Suite access - Approved message templates

Navigation: Control Hub -> Contact Center -> Channels -> Social Messaging

Step 1: Connect WhatsApp Business

1. Click "Add Channel" -> "WhatsApp"
2. Authenticate with Meta Business Suite
3. Select WhatsApp Business number: +91-XXXXXXXXXX
4. Accept WhatsApp Business terms

Step 2: Configure Channel

Setting	Value
Entry Point	Global_Chat_EP
Queue	Digital_Chat_Queue
Auto-Response	Enabled (outside business hours)
Response Time SLA	15 seconds

6.7.3 Email Channel Configuration

Navigation: Control Hub -> Contact Center -> Channels -> Email

Step 1: Connect Mailbox

1. Click "Add Email Channel"
2. Email Address: support@abhavtech.com
3. Mailbox Type: Microsoft 365 (OAuth)
4. Authenticate with Microsoft 365

Step 2: Configure Settings

Setting	Value
Polling Interval	30 seconds
Entry Point	Global_Email_EP
Default Queue	Digital_Email_Queue
Auto-Acknowledgment	Enabled
Service Level	4 hours

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