CanonT10

00 · Header

Digital AI agents and the six channels

Digital AI agents and the six channels T10R04 ChannelConnectAgentHandover
Illustrated scene for Digital AI agents and the six channels. Original drawing, not a product screenshot.

T10-R04. Digital. Six channels: WhatsApp, SMS, Email, Facebook Messenger, Apple Messages for Business, and Live Chat. The node’s timeout phrase is not more than 15 seconds. [cite:11]

Reading 11 minWrittenStudy notes

01 · TL;DR

Five lines, then why it matters

  • Webex Connect integration currently supports those six channels, header August 25, 2026. [cite:11]
  • The AI Agent node has Process Message and Close session. [cite:11]
  • onTimeOut is when the agent has not responded in not more than 15 seconds. [cite:11]
  • onAgentHandover is the success-side outcome when the agent requests a human. [cite:11]
  • Custom parameters are only for scripted agents on digital, in that article. [cite:11]

02 · Map

A node, not Virtual Agent V2

Voice uses Flow Designer. Digital uses a Webex Connect flow and the AI Agent node. [cite:11]

03 · Core

What the opened pages say

Process Message inputs include agent type, agent, message, language, channel, and user identifier. Language is disabled for a single-language agent. Custom parameters are optional and, currently, only for scripted agents. Keys are described as available later as consumer data. Message parameters are for the next response only. [cite:11]

Outputs include TextResponse, which returns the first text item and only when no rich element is present, plus FullResponse, Datastore, TransactionId, SessionId, and ConsumerId. MessageMetadata and SessionMetadata are scripted-only on digital. [cite:11]

Close session takes the agent and the session id from Process Message. [cite:11]

Outcomes: onError when there is no message, onInvalidCustomerID, onInvalidMessage, onSuccess, onAgentHandover, and onTimeOut. [cite:11]

04 · Ecosystem

Ecosystem and sister technologies

Six channels
WhatsApp, SMS, Email, Facebook Messenger, Apple Messages for Business, Live Chat. [cite:11]
Process Message
Sends the customer message and returns the agent response. [cite:11]
Close session
Closes the AI agent session. Inactive sessions can close automatically. [cite:11]
onAgentHandover
The agent raised a request to hand over to human agents. [cite:11]
onTimeOut
The agent has not responded in not more than 15 seconds. [cite:11]

Sister-technology matrix

SisterWhat the opened page supportsWhy it matters hereCite
Virtual Agent V2Voice activity.Do not drop it onto a Connect digital flow.[cite:11]
Custom eventsVoice only.Digital uses custom parameters, and only for scripted agents.[cite:11]
T8-R03Webex Connect as a product surface.This room is only the AI Agent node.[cite:11]

Integration edges

FromToMechanismCite
Channel assetConnect flowSix named channels.[cite:11]
Process MessageTextResponse or FullResponseTextResponse is first text only, and only without rich elements.[cite:11]
AgentHumanonAgentHandover.[cite:11]

05 · Flow

Order of operations

  1. Confirm the channel is one of the six.
  2. Create the Connect flow and drop the AI Agent node.
  3. Map Process Message inputs, including a real user identifier.
  4. Handle handover and the timeout leg.
  5. Close the session when you need a new one.

06 · Config

Clicks the articles print

  • Agent type and agent come from Studio agents you can access. [cite:11]
  • Language drop-down follows the agent’s languages and is disabled when there is one. [cite:11]

07 · Limits

Limits the articles state

ItemValueSource
Channel countSix, listed by name.[cite:11]
Timeout phraseNot more than 15 seconds. The outcomes list does not print a separate timer field.[cite:11]
Custom parametersScripted agents on digital only.[cite:11]
TextResponseFirst text item, and only if no rich element is present.[cite:11]

08 · Trouble

Trouble

SymptomWhat the article supportsDo thisCite
The node times outonTimeOut uses the article’s 15-second phrase.Look at agent response time. Do not invent a settings field the list does not show.[cite:11]
TextResponse is empty but the agent sent buttonsTextResponse does not return rich elements.Read FullResponse.[cite:11]
A custom event was copied from voiceCustom events are voice only.Use message or custom parameters on digital, within the scripted limit.[cite:11]

09 · Self-question

Oral ladder

L1Name the six channels.

WhatsApp, SMS, Email, Facebook Messenger, Apple Messages for Business, Live Chat. [cite:11]

L2What is onTimeOut?

The agent has not responded in not more than 15 seconds. [cite:11]

L3Who can receive custom parameters?

Scripted agents, on digital. [cite:11]

10 · Lab

Read it back

11 · Quiz

Quiz

Q1Check

Which node method returns SessionId?

Answer

Process Message. Close session consumes that id. [cite:11]

Q2Check

onInvalidCustomerID means what?

Answer

A customer identifier is missing. [cite:11]

Q3Check

Is the 15-second line a field the article shows you editing?

Answer

The page states the phrase. It does not print a timer field in the outcomes list. [cite:11]

12 · Audio

Read-along uses the page

13 · Interview

Oral-ready

30 seconds. Digital AI agents sit on a Connect node and six named channels. Handover and a 15-second timeout phrase are separate outcomes. [cite:11]

2 minutes. I do not reuse Virtual Agent V2 for WhatsApp. I do not expect TextResponse to carry buttons. Custom events stay on voice. Custom parameters on digital are scripted-only. [cite:11]

14 · Citations

Ledger

Opened 2026-10. Mirrors cites/T10-R04.md.

  1. Use AI agents for customer interactions, help.webex article s0qro1, header August 25, 2026. Virtual Agent V2 outcomes Handled, Escalated, and Errored. Autonomous voice is limited to specific customers. Six digital channels. Custom events are voice only. onTimeOut: the agent has not responded in not more than 15 seconds.

15 · Re-engineer later

Open

  • Channel asset setup steps are named, not copied. Open that article before a build.

Sources and go deeper

Checked links were opened this month. A confirm row has no address because that page was not opened.

sources.json for this page.