> 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/cti-plugins/davinci.md).

# Embed WebAgent in DaVinci

Configure the WebAgent CTI plugin for DaVinci.

Configure the DaVinci CTI plugin when WebAgent must be available inside DaVinci.

## Prerequisites

* The [shared CTI licensing and plugin enablement prerequisites](/channels-integrations/cti-plugins.md#licensing-prerequisites) are confirmed.
* Shared WebAgent sign-in is configured.
* Shared WebAgent service settings are configured.
* WebAgent and the DaVinci CTI plugin are enabled for the environment.
* A DaVinci administrator can configure the CRM integration settings.
* The WebAgent URL for the environment is available.

## Configure the DaVinci integration

1. Confirm the DaVinci environment where WebAgent must be available.
2. Confirm the DaVinci Contact Canvas, app, profile, and user assignment model with the DaVinci owner.
3. Add or update the DaVinci CTI integration entry that loads WebAgent.
4. Enter the WebAgent URL supplied for the environment.
5. Add the DaVinci loader parameter only when it is confirmed for the customer environment.
6. Save the integration.

{% hint style="warning" %}
Do not publish or reuse exact DaVinci administration labels as current instructions unless the DaVinci owner confirms them for the customer environment.
{% endhint %}

## DaVinci configuration reference

| Configuration area                  | Detail                                                                                                                                       | Use                                                                            |
| ----------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------ |
| Contact Canvas or app configuration | DaVinci must expose an app or canvas location that can load WebAgent.                                                                        | Defines where WebAgent appears in DaVinci.                                     |
| Profile and user assignment         | The DaVinci integration must be assigned to the users or profiles that need embedded WebAgent access.                                        | Controls which DaVinci users can open WebAgent.                                |
| `load-plugin`                       | The DaVinci loader value from migration source is `assets/plugins/load-davinci.js`. Use it only when confirmed for the customer environment. | Loads the DaVinci-specific WebAgent integration behavior.                      |
| `format-correlationid`              | Optional URL parameter. Append with `&` when another query parameter is already present.                                                     | Controls how correlation identifiers are written for DaVinci activity context. |
| `phoneformat`                       | Optional URL parameter. Append with `&` when another query parameter is already present.                                                     | Controls how CRM phone-number links are formatted before WebAgent uses them.   |

## Additional configuration

Keep CRM connector setup owned by DaVinci or the environment owner unless product or support confirms that the connector configuration is part of the customer-facing WebAgent setup.

## Technical behavior reference

The DaVinci CTI plugin sends interaction state to the DaVinci API instead of managing CRM records directly.

| Behavior area          | Implementation behavior                                                                                                                |
| ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| Search / record lookup | Sends an Alerting interaction with phone or email details and returns an internal interaction identifier for WebAgent flow continuity. |
| Channel mapping        | Maps WebAgent channels to DaVinci channel types: Email, Telephony, SMS, or Chat. WebChat and WhatsApp are treated as Chat.             |
| Activity start         | Sets the interaction state to **Connected** with phone or email details.                                                               |
| Activity completion    | Sets the interaction state to **Disconnected**.                                                                                        |
| Click-to-dial          | Enables DaVinci click-to-dial and routes the selected phone number to WebAgent calling behavior.                                       |
| Presence and logout    | Can set presence and log out through the DaVinci API when supported by the environment.                                                |

## Validate the plugin

1. Sign in to DaVinci as a test user with access to the integration.
2. Open the DaVinci area where WebAgent should load.
3. Confirm that WebAgent opens and prompts for sign-in only when expected.
4. Place a test call or open a test interaction.
5. Confirm that the loader parameter, correlation, and phone-number behavior match the intended DaVinci workflow.

## Related topics

* [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md)
* [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)
* [Use WebAgent in a CRM system](/use/handle-conversations/webagent/use-webagent-in-crm.md)


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