> 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/webagent/configure-webagent-feature-availability.md).

# Configure WebAgent feature availability

Review WebAgent package, runtime capability, and dependency availability before configuring WebAgent features.

Use this page before configuring WebAgent capabilities for a Unified Contact Center (UCC). WebAgent feature availability depends on the licensed WebAgent package, enabled UCC and WebAgentService settings, runtime capabilities, product-controlled enablement, and external service dependencies.

This page is an availability checklist. It does not replace customer entitlement confirmation, service provisioning, or feature-specific configuration.

{% hint style="info" %}
Contact search is part of WebAgent. For result and action behavior, use [WebAgent contact search](/channels-integrations/webagent/webagent-contact-search.md). The tables below focus on other configurable WebAgent feature areas.
{% endhint %}

## Prerequisites

* WebAgent is enabled for the customer environment.
* You know the licensed WebAgent package for the environment: `Essentials`, `for Voice`, `for Omnichannel`, or `Embedded`.
* You know which UCCs should expose WebAgent capabilities.
* Required backend services for the enabled features are provisioned and reachable.
* You can access the UCC and WebAgentService configuration areas for the environment.

## Browser and device compatibility

Use a supported desktop browser for WebAgent validation. Microsoft Edge and Google Chrome on Windows are the primary browser targets. Firefox can be compatible for some Windows scenarios, but validate the specific WebAgent feature set before relying on it in production.

Do not assume Safari, macOS, Android, or iOS are supported WebAgent runtime targets unless current product or support guidance confirms that the customer's package and feature set support them.

## Licensing prerequisites

For Dialogue Cloud Neo, omnichannel communication requires a valid WebAgent license for **Omnichannel Communication**. This entitlement may be included in your subscription or provided through **PUL11, WebAgent for Omnichannel Communication**.

CRM data retrieval and CRM embedding have separate prerequisites. Confirm the [CRM connector entitlement](/channels-integrations/crm-service.md#licensing-prerequisites) for data retrieval and the [CTI embedding entitlement](/channels-integrations/cti-plugins.md#licensing-prerequisites) for embedded WebAgent.

For Core plugins used by WebAgent features, your Dialogue Cloud Neo subscription must include the platform features used by the plugin. No separate Core plugin license is required. This does not remove the feature-specific entitlements above.

Contact your AnywhereNow representative if you are unsure which entitlements your subscription includes. For on-premises licensing requirements or renewal questions, contact your AnywhereNow representative.

## How WebAgent availability is evaluated

Do not use a package name alone as the only configuration decision. A feature is available to users only when the required layers are aligned:

| Layer                            | What to confirm                                                                                                                                                                                                                                                                                               |
| -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Package                          | The licensed WebAgent package includes the feature area.                                                                                                                                                                                                                                                      |
| UCC and WebAgentService settings | Required settings are configured for the UCC, such as `UseOutboundCalling`, `TimelineServiceUrl`, `CallPropertyServiceUrl`, `SqlConnectionString`, `EmailDialogueProvider.Enabled`, or `OutboundTextSkill`.                                                                                                   |
| Runtime capability               | WebAgentService exposes the matching runtime capability to WebAgent. Examples include call controls, recording controls, supported text-handling channels, attachment handling, and outbound calling.                                                                                                         |
| Product-controlled enablement    | Required environment enablement is active for capabilities that are controlled outside the customer-visible UCC and WebAgentService settings. If the package and customer-visible settings are correct but a capability is still unavailable, contact AnywhereNow support or your AnywhereNow representative. |
| External service                 | The service or connected source that provides the feature is available, such as Timeline Service, Dialogue Manager, Email Dialogue Provider, Call Property Service, or an approved integration used by the environment.                                                                                       |

For configuration detail, use the related WebAgent administration pages:

* [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md)
* [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)
* [Configure WebAgent user settings storage](/channels-integrations/webagent/configure-webagent-user-settings-storage.md)
* [Configure WebAgent UI and call controls](/channels-integrations/webagent/configure-webagent-ui-and-call-controls.md)
* [CTI plugins](/channels-integrations/cti-plugins.md)
* [CRM Service](/channels-integrations/crm-service.md)
* [Text channels](/channels-integrations/text-channels.md)

## Package availability

Use the package matrix to compare which WebAgent feature areas are available for each licensed WebAgent package.

| Feature                                            | Essentials | for Voice | for Omnichannel | Embedded    |
| -------------------------------------------------- | ---------- | --------- | --------------- | ----------- |
| Queue overview                                     | Yes        | Yes       | Yes             | Conditional |
| Take from the queue                                | Yes        | Yes       | Yes             | Conditional |
| Call controls for voice                            | Yes        | Yes       | Yes             | Conditional |
| Call controls for text                             | —          | —         | Yes             | Conditional |
| Set up outbound call                               | Yes        | Yes       | Yes             | Conditional |
| Finish calls                                       | Yes        | Yes       | Yes             | Conditional |
| See wrap-up time                                   | Yes        | Yes       | Yes             | Conditional |
| Add or decline wrap-up time                        | Yes        | Yes       | Yes             | Conditional |
| Supervisor listen                                  | Yes        | Yes       | Yes             | Conditional |
| View timeline details                              | —          | Yes       | Yes             | Conditional |
| Provide call classification                        | —          | Yes       | Yes             | Conditional |
| Recording controls                                 | Yes        | Yes       | Yes             | Conditional |
| See overview of assigned UCCs                      | Yes        | Yes       | Yes             | Conditional |
| Sign in and sign out of UCCs                       | Yes        | Yes       | Yes             | Conditional |
| Set reason code                                    | Yes        | Yes       | Yes             | Conditional |
| Create and insert UI plugin                        | —          | Yes       | Yes             | Conditional |
| Calendar integration                               | Yes        | Yes       | Yes             | Conditional |
| Handle text messages                               | —          | —         | Yes             | Conditional |
| Search text messages                               | —          | —         | Yes             | Conditional |
| Contact list through Microsoft Entra ID            | Yes        | Yes       | Yes             | Conditional |
| Call history                                       | —          | Yes       | Yes             | Conditional |
| Embed app in Microsoft Teams client                | Yes        | Yes       | Yes             | Conditional |
| Run as web application                             | Yes        | Yes       | Yes             | Conditional |
| Pop CRM card inside CRM                            | —          | —         | —               | Yes         |
| Click-to-dial from embedded CRM                    | —          | —         | —               | Yes         |
| Push activity details into CRM                     | —          | —         | —               | Yes         |
| Link dialogue to contact                           | —          | —         | —               | Yes         |
| Link dialogue to case, lead, or similar CRM object | —          | —         | —               | Yes         |

For Embedded, `Conditional` means the capability depends on the selected WebAgent embedding option. CRM-dependent Embedded functions also require the matching capability to be available in the connected CRM system.

## Conversation-control availability by dialogue type

Use the conversation-control matrix to compare available controls by dialogue type.

For Dialogue Cloud Neo (Connect), voice controls apply to Microsoft Teams audio and use remote call controls. For Dialogue Cloud Neo (Unify), voice controls are handled in the WebAgent client and do not use remote call controls.

| Feature               | Voice in Dialogue Cloud Neo (Connect)                             | Voice in Dialogue Cloud Neo (Unify)                         | Email              | WebChat | WhatsApp | SMS | Generic |
| --------------------- | ----------------------------------------------------------------- | ----------------------------------------------------------- | ------------------ | ------- | -------- | --- | ------- |
| Accept incoming       | Via Microsoft Teams                                               | Via WebAgent client                                         | Yes                | Yes     | Yes      | Yes | Yes     |
| Initiate outbound     | Yes, via remote call controls when outbound calling is configured | Yes, in WebAgent client when outbound calling is configured | Yes                | —       | —        | —   | —       |
| Hold or resume        | Yes, via remote call controls                                     | Yes, in WebAgent client                                     | —                  | —       | —        | —   | —       |
| Disconnect            | Yes, via remote call controls                                     | Yes, in WebAgent client                                     | Yes                | Yes     | Yes      | Yes | Yes     |
| Add participants      | Yes, via remote call controls                                     | Yes, in WebAgent client                                     | Yes, add CC        | —       | —        | —   | —       |
| Direct transfer       | Yes, via remote call controls                                     | Yes, in WebAgent client                                     | Yes, forward email | —       | —        | —   | —       |
| Delight transfer      | Yes, via remote call controls                                     | Yes, in WebAgent client                                     | —                  | —       | —        | —   | —       |
| Consultative transfer | Yes, via remote call controls                                     | Yes, in WebAgent client                                     | Yes, forward email | —       | —        | —   | —       |
| Skill transfer        | Yes                                                               | Yes                                                         | Yes                | Yes     | Yes      | Yes | Yes     |
| Recording controls    | Yes                                                               | Yes                                                         | —                  | —       | —        | —   | —       |
| Predefined responses  | —                                                                 | —                                                           | Yes                | Yes     | Yes      | Yes | Yes     |
| Receive attachment    | —                                                                 | —                                                           | Yes                | —       | Yes      | —   | —       |
| Send attachment       | —                                                                 | —                                                           | Yes                | —       | —        | —   | —       |
| Send adaptive card    | —                                                                 | —                                                           | Yes                | —       | —        | —   | —       |

## Conversation-detail availability by dialogue type

| Feature        | Voice | Email             | WebChat | WhatsApp | SMS | Generic |
| -------------- | ----- | ----------------- | ------- | -------- | --- | ------- |
| Timeline       | Yes   | Yes               | Yes     | Yes      | Yes | Yes     |
| Classification | Yes   | Yes               | Yes     | Yes      | Yes | Yes     |
| Tags           | —     | Yes, via category | —       | —        | —   | —       |

{% hint style="info" %}
WebAgent history includes Call History, Timeline, Previous Contacts, and Frequent Transfers. From DC2025.02a, Dialogue Cloud Neo customers use Dialogue Insights for WebAgent history. Dialogue Insights starts gathering history after the DC2025.02a bundle update, so history is available from that point onward. New Dialogue Cloud Neo deployments use Dialogue Insights only. Existing customers upgrading to Dialogue Cloud Neo can continue using an existing customer-owned CDR database together with Dialogue Insights where that configuration is already approved.
{% endhint %}

## Queue availability by dialogue type

Parallel hunting is not supported in WebAgent with either the Connect or Unify connect model.

WebAgent has a **classic layout** and a **new layout**. These layout names are separate from the Connect and Unify connect models. See [Which layout are you using?](/use/handle-conversations/webagent.md#which-layout-are-you-using) to identify your layout.

| Feature                      | Voice                                                                                                           | Email | WebChat | WhatsApp | SMS | Generic |
| ---------------------------- | --------------------------------------------------------------------------------------------------------------- | ----- | ------- | -------- | --- | ------- |
| Queue settings and filtering | Yes                                                                                                             | Yes   | Yes     | Yes      | Yes | Yes     |
| Queue details                | Yes                                                                                                             | Yes   | Yes     | Yes      | Yes | Yes     |
| Search text                  | —                                                                                                               | Yes   | Yes     | Yes      | Yes | Yes     |
| Take from queue              | Yes                                                                                                             | Yes   | Yes     | Yes      | Yes | Yes     |
| Preview                      | **New layout:** call details where phone preview is available. **Classic layout:** no voice **Preview** button. | Yes   | Yes     | Yes      | Yes | Yes     |

Preview depends on the deployed layout. In the **new layout**, phone details do not play audio or answer a call, and **Take** is separate. The row is not a guarantee that every deployment has the same layout. See [Manage dialogues and call history](/use/handle-conversations/webagent/manage-dialogues-and-history.md) for the task distinction.

## Dependency checklist

Before enabling a feature for a UCC, confirm the dependency that exposes it:

| Feature area                                                | Dependency to confirm                                                                                                                                                            | Related configuration                                                                                                   |
| ----------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------- |
| Sign-in, presence, and calendar-backed functionality        | Microsoft Entra ID consent and enabled WebAgent capability                                                                                                                       | [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md)                             |
| Outbound calling                                            | `UseOutboundCalling` and the runtime outbound-calling capability                                                                                                                 | [Configure WebAgent UI and call controls](/channels-integrations/webagent/configure-webagent-ui-and-call-controls.md)   |
| DTMF controls                                               | Product-controlled enablement and call-control capability                                                                                                                        | [Configure WebAgent UI and call controls](/channels-integrations/webagent/configure-webagent-ui-and-call-controls.md)   |
| Timeline, call history, and WebAgent history                | Dialogue Insights history availability, or existing `TimelineServiceUrl` and Timeline Service availability for customers approved to continue Universal Timeline Service history | [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)           |
| Call classification                                         | `CallPropertyServiceUrl`, configured classifications, and `ClassificationRequired` where used                                                                                    | [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)           |
| Recording controls                                          | Recording settings and recording-control capability                                                                                                                              | [Configure WebAgent UI and call controls](/channels-integrations/webagent/configure-webagent-ui-and-call-controls.md)   |
| Remote call controls for Dialogue Cloud Neo (Connect) voice | API plugin, EventForwarder plugin, and Call Controls plugin availability for the selected UCC                                                                                    | [Configure WebAgent UI and call controls](/channels-integrations/webagent/configure-webagent-ui-and-call-controls.md)   |
| Connected CRM information and CRM activity handling         | The selected CRM integration and matching runtime capability                                                                                                                     | [CRM integrations](/channels-integrations/crm-service.md)                                                               |
| Text handling                                               | Text-channel provider enablement, Dialogue Manager availability, `EmailDialogueProvider.Enabled`, and `OutboundTextSkill` where outbound text is used                            | [Text channels](/channels-integrations/text-channels.md)                                                                |
| User settings persistence                                   | `SqlConnectionString` in the `WebAgentService` scope                                                                                                                             | [Configure WebAgent user settings storage](/channels-integrations/webagent/configure-webagent-user-settings-storage.md) |

## Confirm feature availability

1. Confirm the licensed WebAgent package for the environment.
2. Compare the requested feature with the package and dialogue-type availability matrices.
3. Confirm required UCC, WebAgentService, product-controlled enablement, and external-service dependencies.
4. Configure the feature by using the related Atlas page.
5. Sign in to WebAgent with a test user assigned to the UCC.
6. Confirm that the feature appears only for the expected UCCs, channels, and user roles.
7. If a feature appears unavailable, confirm package entitlement first, then confirm customer-visible settings, runtime capabilities, product-controlled enablement, and external-service availability.


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