Solution Components And Architecture

Introduction

This document describes the architecture diagram and solution components of Webex Cloud Contact Center and how it is embedded into the Hubspot.

Intended Audience

The document is intended for developers with knowledge of Webex Cloud Contact Center and Hubspot.

Technical Overview

The Webex Contact Center (Webex CC) custom web component integrates with Hubspot CRM using the Desktop Layout File. This allows agents to handle voice, chat, and email interactions directly from within Hubspot CRM. Below is a detailed explanation of how this integration works:

Understanding the Desktop Layout

The Desktop Layout File in Webex is responsible for defining the structure and placement of different components inside the agent interface in Hubspot CRM. Webex CC custom web components are embedded within this layout to provide real-time communication functionalities.

Communication Flow

The Webex CC web component communicates with Hubspot CRM through Hubspot Calling extension APIs.

The Webex Contact Center initializes inside custom web component based on the desktop layout file configurations.
Customer Call reaches the Webex CC through voice channel.
Customer Chat reaches the Webex CC through web channel.
Customer Email reaches the Webex CC through email channel.
Webex CC routes the call, chat or email to the best available agent.
Hubspot CRM receives the notification from Webex CC that any interaction is coming.
Hubspot Webex Connector displays a popup message in Hubspot CRM based on customer number by calling Hubspot APIs.
Once the agent accepts the call or chat, Webex Hubspot Connector connects the interaction with the customer.
After that agent will perform all his operations on the Hubspot CRM, the Webex interface will only be involved to perform the Operation like Consult / Transfer / Conference the interaction to different agents.
Once the Interaction ends, Webex Hubspot Connector will create the engagements in the Hubspot related to each Interaction. The Engagement field details are available in the Business Feature Guide.