Contact Center Setup

The setup path

Setting up Contact Center is five steps, done in order. Each one is covered below.

1. Set up your channels
2. Create users
3. Create teams and skills
4. Connect the chatbot handover
5. Test the flow

Step 1: Set up your channels

Contact Center supports five channels. Connect whichever ones you need before moving on to users and teams:

WhatsApp message types

Contact Center supports sending WhatsApp templates and free-form messages. Free-form messages support these types:

Free-form messages are only available within an open 24-hour WhatsApp session — see WhatsApp Templates for that rule and how to re-engage a customer after it closes.

Step 2: Create users

1. Create the user on the UC Platform.
2. Assign a user role: Account Admin for admin users, Account User for agents.
3. Confirm the new user appears in the "All users list" under Contact Center > Settings > Account > Teams.

These UC Platform roles determine what a user can access before they're placed on a team. Account Admin grants full configuration rights; Account User restricts access to handling conversations as an agent. Once a user is on a team, they can also be promoted to Supervisor — see Users & Roles for the complete picture of all three Contact Center roles.

Step 3: Create teams and skills

Until an agent is added to a team, they won't receive incoming conversations. Set up teams and assign skills using:

• Teams Configuration & Routing — creating teams and adding members
• Skills Configuration — creating skills and assigning them to agents

Step 4: Connect the chatbot handover

Link a chatbot flow to the teams and skills you just created, using the Human Handover widget in the chatbot builder. The widget configures the team (required) and skills (optional) used to route conversations to an agent, and lets you set the messages shown to users in each outcome — success, disabled, no agents available, or outside operating hours.

The rules that decide which agent actually receives the conversation, and what happens in each of those outcome cases, are covered in full in Routing incoming interactions to agents — this step is just wiring the widget up.

Step 5: Test the flow

Log in as an agent and test the flow end-to-end, confirming conversations reach the right team and agent as expected.

Limitations

Related articles

• Contact Center Overview — product orientation before you start
• Routing incoming interactions to agents — full assignment logic
• Admin Guide › Users & Roles — day-to-day user management
• Admin Guide › Teams Configuration & Routing — team and skill configuration
• Voice Queues — setting up the Voice channel