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Webex Contact CenterEnhancement

Manage WhatsApp assets directly in Control Hub

WhatsApp asset setup and ownership move into Control Hub, while existing routing continues through Webex Connect Flow Builder by default.

Release date:

  • Digital
  • Administration

What changed

Administrators can create and configure WhatsApp assets in Control Hub. The Assign To setting identifies ownership by Webex Connect, Webex Contact Center or Contact Center Enterprise, with workload-specific options and entry point mappings where applicable. Assets remain visible in Control Hub and Webex Connect.

Vendor documentation (opens in a new tab)

Why it matters

Centralized configuration can reduce switching between administration surfaces. This is an asset-management change, not an automatic replacement of existing Webex Connect routing flows.

CxCave practical context

Who should care

  • Digital channel administrators
  • Integration architects

Action

REVIEW

Review asset ownership and entry point mappings in Control Hub. Existing routing uses Webex Connect Flow Builder by default, so validate those flows before making configuration changes.

CxCave recommendation, not a vendor mandate unless explicitly stated.

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