> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/readme.md). # Connect channels and integrations Connect WebAgent, text channels, CRM Service, CTI, Dialogue AI Assist, and external services to an existing contact center. Use this section when a contact center already exists and you need to connect agent tooling, text channels, CRM data, embedded CTI, AI assistance, or external services. Before you start, confirm the Service and Contact Center (UCC) exist and that the first routing path is clear. {% content-ref url="/spaces/8itFXJdndqu1dclywEFc/pages/WFwwDLcdF56gXpYI8oHW" %} [Broken mention](broken://spaces/8itFXJdndqu1dclywEFc/pages/WFwwDLcdF56gXpYI8oHW) {% endcontent-ref %} {% content-ref url="/spaces/gIhRKIrtrwqPt8cNlAy6/pages/GPmS80qb4nnck1OqlN4w" %} [Broken mention](broken://spaces/gIhRKIrtrwqPt8cNlAy6/pages/GPmS80qb4nnck1OqlN4w) {% endcontent-ref %} ## Choose the integration path | If you need to... | Start here | | ---------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Configure shared WebAgent sign-in, service URLs, feature availability, user settings, contact search, or call controls | [WebAgent administration](/channels-integrations/webagent.md) | | Add Email, WebChat, WhatsApp, SMS, or Generic Dialogue Provider conversations to WebAgent | [Text channels](/channels-integrations/text-channels.md) | | Set up the first WebChat route from provider configuration to website front end | [WebChat](/channels-integrations/text-channels/webchat.md), then [WebChat front end](/channels-integrations/text-channels/webchat/webchat-front-end.md) | | Let WebAgent retrieve CRM data for screen-pop, lookup, or customer context | [CRM Service](/channels-integrations/crm-service.md) | | Embed WebAgent inside a supported CRM system | [CTI plugins](/channels-integrations/cti-plugins.md) | | Configure Dialogue AI Assist for supported WebAgent chat or voice scenarios | [Dialogue AI Assist administration](/channels-integrations/dialogue-ai-assist.md) | | Connect Dialogue Studio to external services or assistants | [Integrate external services with Dialogue Studio](/channels-integrations/dialogue-studio-integrations/integrate-external-services-with-dialogue-studio.md), [Integrate Dialogue AI Assist with Dialogue Studio](/channels-integrations/dialogue-studio-integrations/integrate-dialogue-ai-assist-with-dialogue-studio.md), or [Integrate Copilot Studio with Dialogue Studio](/channels-integrations/dialogue-studio-integrations/integrate-copilot-studio-with-dialogue-studio.md) | | Configure workforce management integrations | [Workforce management](/channels-integrations/workforce-management.md) | | Configure shared phone-number parsing or formatting for WebAgent, CRM Service, CTI plugins, or callback | [Phone-number formatting and normalization](/channels-integrations/setting-up-integrations/phone-number-formatting-and-normalization.md) | ## First WebAgent and WebChat path For a first WebAgent + WebChat validation path, use this sequence: 1. Confirm WebAgent is enabled and shared WebAgent settings are configured for the UCC. {% content-ref url="/pages/uz9Z3Gah15r867xD0ZLz" %} [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md) {% endcontent-ref %} 2. Confirm Dialogue Manager is enabled for text-channel handling. {% content-ref url="/pages/L72yWaEYjAa5o6ITl1iw" %} [Configure Dialogue Manager for text channels](/channels-integrations/text-channels/dialogue-manager.md) {% endcontent-ref %} 3. Configure WebChat Dialogue Provider settings. {% content-ref url="/pages/OJFGnA9QSYrs7vAdem5L" %} [Configure WebChat for WebAgent](/channels-integrations/text-channels/webchat.md) {% endcontent-ref %} 4. Configure the WebChat front end and validate that a test conversation reaches WebAgent. {% content-ref url="/pages/ELNAEkOc2gs99YPCuUOI" %} [Configure the WebChat website front end](/channels-integrations/text-channels/webchat/webchat-front-end.md) {% endcontent-ref %} 5. Validate that an agent can handle the WebChat dialogue in WebAgent. {% content-ref url="/spaces/kDTnqL8OqnJFQgFg9eQ6/pages/aISrad7AI6Uh0JbH1vDe" %} [Handle WebChat dialogues](/use/handle-conversations/webagent/handle-webchat-dialogues.md) {% endcontent-ref %} ## Validation guidance Validate new channel or integration paths with non-production traffic before exposing them to production users. At minimum, confirm: * the provider or integration is enabled for the intended UCC * the required WebAgent, Dialogue Manager, CRM, CTI, or external-service settings are present * the routing skill or queue exists * the customer-facing entry point can create a test dialogue or interaction * the interaction reaches the expected agent or handling surface * the failure route is known if the provider, front end, CRM, or external service does not respond Keep product availability, provider-specific settings, endpoint URLs, authentication values, and CRM/vendor UI labels tied to the current customer environment. Do not copy values from another tenant or UCC. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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