Social Intents integrates with Webex so your team can respond to website visitors from Webex spaces. Below we cover connecting your Webex account and receiving live chats.
Prerequisites
- A Webex account with messaging capabilities
- Permission to install bots/integrations in your Webex organization
- A website where you want to add live chat
Setup
Start the Connection
Go to socialintents.com and start a free trial, or log in to your existing account. Navigate to your widget settings and find the Webex integration option.
Authorize and Add the Bot
Follow the prompts to authorize Social Intents in your Webex organization. Add the Social Intents bot to a Webex space where you want to receive live chat notifications.
Install the Widget
Copy the JavaScript snippet and add it to your website before the closing </body> tag:
<script src="https://www.socialintents.com/api/chat/socialintents.1.4.js#YOUR_WIDGET_KEY" async="async"></script>Test
Open your website and send a test chat. The chat invitation should appear in your configured Webex space.
How Chats Work in Webex
When a visitor starts a chat, Social Intents sends an invitation to your configured Webex space. Agents respond directly in the space. Webex supports threading, so replies can be organized as threaded responses to keep conversations tidy.
Social Intents maps your Webex organization to your account, so all spaces within the same org can be used for routing.
Webex Terminology
| Webex Term | Equivalent |
|---|---|
| Space (group type) | Channel (Slack/Teams) |
| Space (direct type) | Direct message |
| Bot | App or bot (Slack/Teams) |
Escalation Routing and AI
Escalation routing and AI chatbot configuration work the same as other platforms. Create Escalate Chat to Human actions in AI Actions to route chats to specific Webex spaces. Enable an AI chatbot on the Chatbot tab to handle initial conversations.
Frequently Asked Questions
Can I use multiple Webex spaces?
Yes. Add the Social Intents bot to multiple spaces and use escalation routing to direct chats to the right space based on the conversation topic.
Does this work with Webex Meetings?
The live chat integration uses Webex messaging (spaces). For video escalation, see Video Escalation with Zoom and Webex.