topic Re: Integrating Live Chat on a custom website in Webex Connect

Integrating Live Chat on a custom website

carstenlp — Wed, 04 Feb 2026 09:00:21 GMT

Hi all,

I have a customer who's looking into building a custom website integrating the Live Chat feature of Webex Connect as the Webex Engage frontend seems very limited in terms of overall design and functionality.

I've gone over the various API documentation for Connect/Engage however I find the documentation severely lacking in any form of real world examples.

I've also gone through the Postman collection covering both Webex Connect and Webex Contact Center. I'm able to create a message thread and an actual message in the thread but the message (conversation) is never presented to the agent. So while I'm getting a status of "Queued" I'm not sure in what system (Connect, Engage or WxCC) it's actually queued.

Does anyone have any experience with the above?

Have a nice day.

Re: Integrating Live Chat on a custom website

krtksubr — Wed, 04 Feb 2026 16:10:19 GMT

Hi @carstenlp - Thank you for sharing your feedback. I'm Kartik, one of the Product Managers working in this area. We do have plans on our backlog to support the ability to bring your own UI for Livechat widget considering each Business / Brand (especially in the enterprise market) have their own requirements around designing their widgets. Feel free to reach out to me on Webex for more info on this topic. Happy to chat with you!

As for your question pertaining to the APIs - You seem to be referring to the Messaging APIs of Webex Connect, these are to send outbound messages from the business to a consumer. These will be queued on Webex Connect's backend (not your traditional contact center queues!) given these APIs are asynchronous in nature. They will only be delivered to the end-customer, if the end-customer is registered on the SDK and connected to the message broker on the Webex Connect side. Hope this helps.

Re: Integrating Live Chat on a custom website

carstenlp — Thu, 05 Feb 2026 07:51:15 GMT

Hello Kartik,

Thank you very much for your reply and the clarification about the Messaging API's! I wasn't aware those were for outgoing messages to customers so I guess I jumped down the wrong rabbit hole.

I will contact you on Webex

Thanks again and have a great day!

Re: Integrating Live Chat on a custom website

krtksubr — Thu, 05 Feb 2026 13:18:19 GMT

Glad to have helped!