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 apps and bots 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. When asked which messaging tool you use, click Add to Webex. This opens the Live Chat app by Social Intents in the Webex App Hub. Webex is set up from Webex itself; unlike Teams, Slack, Google Chat, and Zoom, it does not have a card on the Integrations page.
Add the App and Bot to a Space
Install the Live Chat app, open it in the Webex space where you want to receive live chat notifications, click Add to Tab to add Live Chat to the space, and sign in to Social Intents. Then invite livechat@webex.bot as a member of every space you want to route chats to.
Choose the Space
In Social Intents, go to Chat Widgets, select your widget, open the Settings tab, pick the space under Route chats to Webex space, and click Save changes.
Install the Widget
Copy the JavaScript snippet from the widget's Deploy tab and add it to your website before the closing </body> tag:
<script src="https://www.socialintents.com/api/chat/socialintents.1.5.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 (livechat@webex.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 under AI Agent > Actions and pick a space under Route to Webex space (Custom Actions are included on the Pro and Business plans and during your free trial). Enable an AI chatbot in the AI Agent tab to handle initial conversations; GPT-6 Luna (the default), GPT-5.6 Luna, GPT-4o and GPT-4o Mini need no API key. See Escalation Routing and Build Your First AI Chatbot.
Frequently Asked Questions
Can I use multiple Webex spaces?
Yes. Invite livechat@webex.bot to multiple spaces and use escalation routing, or pre-chat departments under Groups / departments, to direct chats to the right space.
Does this work with Webex Meetings?
The live chat integration uses Webex messaging (spaces). To move a chat to a video call, share a Webex meeting link; see Video Escalation with Zoom and Webex.