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Webex has two different AI experiences that are easy to confuse. Cisco AI Assistant for meetings is enabled by an administrator in Control Hub. Webex AI Agent Studio is where you create customer-service agents and connect them to Webex Contact Center voice or digital flows. They use separate consoles, entitlements, and launch procedures.
This guide walks through both deployments, explains when to choose a scripted or autonomous agent, and shows how to test, publish, and route conversations safely. Product labels, supported languages, licensing, and availability can change, so verify the current Cisco Help Center documentation for your organization before enabling production traffic.
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Decide which Webex AI capability you are setting up
Start by identifying the job you want the AI to perform. If people in a Webex meeting should ask questions about the live discussion, or if participants need meeting summaries and transcripts afterward, configure AI Assistant in meeting in Control Hub. If customers should converse with an automated service representative by phone, chat, text, email, or a social channel, build an agent in Webex AI Agent Studio and place it in a Contact Center flow.
| Use case | Product area | Where you configure it | What it connects to |
|---|---|---|---|
| Questions during a meeting | Cisco AI Assistant | Control Hub organization settings | Webex meetings on the Webex Suite meeting platform |
| Post-meeting summary or transcript | Cisco AI Assistant | Control Hub and meeting policy settings | Meetings held within the organization |
| Automated customer conversations | Webex AI Agent Studio | AI Agent Studio, reached directly or through Webex Connect | Webex Contact Center voice or digital flows |
Do not expect a meeting AI Assistant setting to create a customer-service bot, or an AI Agent Studio agent to appear automatically in a meeting. They are administered separately.
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Prerequisites for customer-service agents
Meeting AI Assistant is an organization-level feature. Customer-service agents require additional Contact Center access and an integration plan. Confirm these items before building anything:
- An active Webex Contact Center trial or subscription.
- The AI Agent add-on for a Flex 3.0 Contact Center license, where that licensing model applies.
- Access to AI Agent in Control Hub. The documented route is Services > Contact Center > Customer experience > AI Agent > Webex AI Agent.
- Configured voice or digital-channel assets for every channel you intend to launch.
- An administrator role with enough rights to create agents, configure flows, and publish versions.
If the AI Agent option is missing, the organization may not have the required entitlement or feature flag. Contact Cisco Support rather than attempting to work around the missing control. AI Agent Studio can also be opened through Webex Connect when that access has been provisioned.
Assign operational permissions deliberately
The administration guide distinguishes full administrators, Contact Center service administrators, provisioning administrators, read-only administrators, and supervisors. A user who can supervise conversations may not be able to edit or publish an agent. Transcript access is not granted automatically; the customer organization’s full administrator must explicitly grant it. Decide who can view transcripts, change knowledge or corpus content, edit routing flows, and publish a release before production testing begins.
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Enable AI Assistant for Webex meetings
Use this procedure for meeting questions, in-meeting assistance, and the related meeting-history features.
- Sign in to Control Hub with an administrator account.
- Open Organization Settings > Cisco AI Assistant & AI features.
- Select Customize AI Assistant and AI features.
- In the meeting features section, turn on AI Assistant in meeting.
- Review the additional controls that match your policy, then save the settings.
Review the meeting controls before saving
The page can expose separate choices for AI Assistant while recording, external participants, participant requests, audio announcements, automatic spoken-language detection, the Meetings tab, and meeting-history search. Enable only the behaviors your organization can support. Some controls can also be applied at a template or user level, so check whether a more specific policy will override the organization default.
Know the meeting limitations
- These features are available on the Webex Suite meeting platform; older or different meeting experiences may not expose the same controls.
- Meeting summaries are currently supported in English.
- Post-meeting summaries and transcripts are available only for meetings within the organization.
- External participants cannot interact with AI Assistant unless the relevant administrator setting allows it.
- Cisco notes that terms for complimentary use may change, so treat availability and pricing as changeable rather than as a permanent entitlement.
After saving, schedule a controlled meeting with the intended host and participant policies. Verify that the AI Assistant entry point, recording announcement, summary behavior, and history visibility match the choices made in Control Hub. Do not use an external participant as the only test: organizational membership affects which post-meeting artifacts are available.
Choose a customer-service agent type
AI Agent Studio supports two fundamentally different designs. Choose the narrower design that can reliably complete the job.
| Decision point | Scripted agent | Autonomous agent |
|---|---|---|
| Best fit | Bounded, repeatable tasks that need consistent answers | Broader language understanding, knowledge-based answers, and configured actions |
| Primary source | A user-created question-and-answer training corpus | A knowledge base, ideally written in the agent’s language |
| Main configuration | Scripts, intents, entities, responses, and handover rules | Instructions, knowledge, actions, fulfillment, language, and conversation behavior |
| Typical risk | An inaccurate or incomplete corpus produces predictable but wrong answers | An overly broad scope produces inconsistent intent detection or unsafe actions |
When a scripted agent is the better choice
Use a scripted agent for a small set of known requests such as checking a policy, collecting a fixed set of details, or giving a standard status response. Prepare and maintain the question-and-answer corpus, then define the intents, entities, responses, and transfer conditions. The benefit is control and consistency; the trade-off is that the agent is less tolerant of requests outside the prepared paths.
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When an autonomous agent is appropriate
Use an autonomous agent when customers may express the same need in many ways and the agent must retrieve answers from a knowledge base or perform configured actions. Create or select the knowledge base before finishing the agent. Cisco recommends using a knowledge base in the same language as the agent for best performance.
Keep the scope narrow. Cisco’s Webex AI Agent Studio Administration guide states: “Don’t create a single autonomous AI agent with a complex scope. Instead, create multiple AI agents with limited scopes.” Separate billing questions, order changes, technical support, or appointment tasks when they require different knowledge, permissions, or escalation policies.
Create and configure an agent in AI Agent Studio
- Open AI Agent Studio from the provisioned Webex administration environment, or open it through Webex Connect if your organization has that access.
- Select Create agent.
- Choose Start from scratch or a predefined template.
- Select Scripted or Autonomous.
- Enter a distinct agent name, choose an available engine, and create the agent.
The exact fields vary by agent type and engine. Configure the items that apply to your design:
- Profile: define the purpose, audience, and boundaries in plain language.
- Language: select a currently supported language and keep the knowledge base or scripted corpus aligned with it.
- Response style: set the desired tone, length, and level of detail.
- Welcome experience: state what the agent can do and provide a clear way to reach a person.
- Knowledge or corpus: attach the approved knowledge base for an autonomous agent, or maintain the question-and-answer corpus and scripts for a scripted agent.
- Actions: configure only the actions the agent is authorized to perform, such as collecting customer information or sending that information to a flow.
- Handover: define when and how the interaction transfers to a human or another flow.
Do not promise a particular language, voice, engine, or metadata field until it appears in the current supported list for your tenant. Options differ by engine, channel, and agent type.
Configure autonomous-agent behavior
For an autonomous agent, review the knowledge settings, conversation instructions, and fulfillment actions separately. Test whether the agent asks for missing information before invoking an action, refuses requests outside its scope, and gives a useful handoff when the knowledge base cannot answer. A knowledge base that is technically connected but written in a different language can reduce answer quality, so localize or align the source material before tuning prompts.
Maintain a scripted corpus
For a scripted agent, treat the corpus as production content. Remove duplicate questions, cover common wording variations, define entities such as account or order identifiers, and give every intent a response or transfer path. A script should also specify what happens when no intent matches; leaving that branch undefined creates an avoidable dead end in the channel flow.
Preview, version, and publish safely
Use the built-in preview before connecting a live entry point. Run representative conversations rather than a single happy-path question.
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- Try normal requests, ambiguous wording, misspellings, unsupported requests, and requests that require a human.
- For autonomous agents, verify knowledge citations or answer grounding where the selected experience exposes them, and confirm that configured actions receive the right information.
- For scripted agents, exercise every intent, entity, fallback, and handover branch.
- Test in each planned language and, for voice, with the selected voice and input language.
- When behavior is acceptable, select Publish, enter a meaningful version name, and publish the changes.
- Use History to identify the deployed version and to support rollback or incident review.
Publish only after the behavior, disclosure, language, and escalation route are approved. Editing a draft does not by itself update every flow already using a published version.
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Connect an autonomous or scripted agent to voice
Voice deployment occurs in a Contact Center routing flow, not in the meeting AI Assistant settings.
- Confirm that the organization is eligible for the required voice capability. Cisco currently limits autonomous AI agent access for voice calls to specific customers; contact Cisco for eligibility before promising this deployment.
- Create or identify a voice entry point and assign its routing flow.
- Open the flow and add the Virtual Agent V2 activity.
- Select the configured AI agent and the appropriate conversational settings.
- Set the default input language and output voice with the flow’s global variables where required.
- Connect the handled, escalated, and error outcomes to explicit next steps, such as completion, a human queue, or a recovery message.
- Place controlled test calls in the intended language and verify barge-in, silence, transfer, and error behavior.
A voice unsupported by the selected AI engine can send the call to the activity’s error path. Treat language and voice selection as a compatibility check, not a cosmetic preference. Make sure the error path reaches a person or a clear retry instruction rather than disconnecting the caller.
Connect an agent to digital channels
Cisco documents Webex Connect and Webex Contact Center integration for six digital channels: WhatsApp, SMS, email, Facebook Messenger, Apple Messages for Business, and Live Chat. Each channel still needs its own asset and message-handling configuration.
- Provision the applicable channel asset and confirm that inbound messages reach the intended Webex Connect flow.
- Create or open the Webex Connect flow for that channel.
- Add the AI Agent node.
- Select the agent and map the incoming message, language, channel, and user identifier fields.
- Add optional customer or message parameters only when the selected agent and channel support them.
- Map the returned response text and any session information to the channel’s reply action.
- Test a multi-turn conversation, then end and restart a session to confirm that context is retained or cleared as designed.
The integration can return response text, a full response payload, session information, and other values. Cisco notes that some parameters and metadata are limited to scripted agents or particular channels, so do not assume that every field is portable between WhatsApp, voice, email, and Live Chat.
Plan disclosure, privacy, and regional behavior
Tell customers when they are interacting with an AI system and provide a practical route to a human. Review the exact disclosure in every supported channel: a spoken notice in voice, an opening message in chat, and an appropriate statement in email or asynchronous messaging.
Transparency defaults differ by region. Cisco says the feature is enabled by default in European regions and recommends enabling it elsewhere. Administrators should review the wording, preview it in each language and channel, and coordinate the final policy with their legal and privacy teams. Do not treat a past, date-specific compliance reference in an administration guide as a current legal deadline; verify obligations for the countries in which customers and agents operate.
Limit transcript access to the roles that need it, document retention and deletion rules, and avoid collecting sensitive information unless the flow and downstream systems are approved for it. The agent should request only the data required for the task and transfer it through the configured, authorized action.
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The current Webex AI Agent Studio administration guide says an organization can create up to 100 scripted and autonomous AI agents. This is an operational product limit, not a performance benchmark, and Cisco may change it; verify the live guide before designing a large portfolio.
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Maintain agents like software:
- Assign an owner for the knowledge base or corpus.
- Record the purpose, supported languages, channels, actions, and escalation queue for each agent.
- Use version names that identify the change and release date.
- Re-test after editing source content, changing an engine, or modifying a flow.
- Review failed intents, error-path calls, transfers, and abandoned sessions.
- Retire duplicate or unused agents so administrators can identify the production version quickly.
No independent study result establishes a particular reduction in wait time, increase in customer satisfaction, or percentage of contacts resolved. Measure those outcomes in your own Contact Center using a defined baseline and the same reporting period before and after deployment.
Troubleshooting by symptom
The AI Agent menu is missing
Check the Contact Center subscription or trial, the Flex 3.0 AI Agent add-on where applicable, your administrator role, and whether the feature flag has been provisioned. If the entitlement is correct but the menu remains absent, ask Cisco Support to verify activation.
The agent answers but never transfers
Inspect the handover configuration in AI Agent Studio and the escalated branch in the Contact Center flow. Confirm that a destination queue or human route exists and that the agent is allowed to send the required customer information to that flow.
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A voice call reaches the error branch
Compare the flow’s input language and output voice with the selected engine’s supported options. Then check the Virtual Agent V2 error outcome and test with a known supported combination. Eligibility restrictions may also apply to autonomous voice deployments.
Digital replies lose context
Verify that the same user identifier and session information are passed on every turn. Check whether the channel or agent type supports the optional session fields, and test a new session separately from a continuing one.
Answers are inconsistent
For a scripted agent, inspect duplicate or conflicting corpus entries and missing fallback branches. For an autonomous agent, narrow the scope, align the knowledge-base language, remove obsolete content, and test each configured action independently.
Meeting summaries are unavailable
Confirm that the organization enabled AI Assistant in meeting, that the meeting ran on the Webex Suite meeting platform, and that the meeting is within the organization. Also verify the English-language limitation and the policy for external participants.
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Launch checklist
- Meeting AI Assistant and customer-service AI Agent Studio are configured in their separate administration paths.
- Contact Center entitlement, AI Agent access, channel assets, and administrator permissions are confirmed.
- The agent type matches the task: scripted for bounded consistency or autonomous for broader knowledge and actions.
- Language, knowledge or corpus, response style, welcome message, actions, and handover behavior are configured.
- Voice flows include Virtual Agent V2, compatible language and voice variables, and handled, escalated, and error outcomes.
- Digital flows map agent, message, language, channel, user identifier, and supported session fields.
- Preview tests cover normal, ambiguous, unsupported, multi-turn, and human-handover conversations.
- The AI disclosure is visible or audible in every channel and matches regional policy.
- A named version is published only after approval, and the deployed version is recorded in History.
- Owners, transcript permissions, retention rules, monitoring, and rollback procedures are documented.
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