For WhatsApp in Webex Contact Center, select the WhatsApp asset and workload in Control Hub, grant administrators and agents only the relevant access, and verify which system owns the asset and routing. Do not apply Webex App message-retention settings—or Contact Center voice-recording retention—to WhatsApp conversations: Cisco’s reviewed documentation does not specify a WhatsApp message-retention duration or a WhatsApp-specific retention control.
Identify the WhatsApp workload and asset owner first
Cisco’s September 21, 2026 administrator update says WhatsApp assets can be created, configured, and managed in Control Hub. For an asset, the administrator selects its owner: Webex Connect, Webex Contact Center, or Contact Center Enterprise. Control Hub then presents options for that workload; Contact Center entry-point mappings are available where applicable. These are distinct configuration paths, not interchangeable retention choices. Cisco’s update describes the current asset-management experience.
Check the selected owner in the tenant before assigning access or changing routing. The owner helps determine which workload’s settings apply and which access-control system must be reviewed. Cisco says existing routing continues to use Webex Connect Flow Builder by default, so do not assume that moving asset management into Control Hub also changes the routing implementation.
Configure administrator and agent access
Administrators
For Webex Contact Center, assign licensed administrators an appropriate Contact Center user profile. Cisco supports full or custom access; custom access lets an administrator select what the profile can manage. Profiles govern access to resources and whether users can view or edit them, and resource collections are part of the access model. Start with only the resources and actions required for the person’s work. Cisco’s Contact Center access guidance explains the profile model.
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If Webex Connect owns or routes the WhatsApp asset, review Connect permissions separately. Cisco explicitly notes that Webex Connect has its own access-control system; Contact Center profile access alone does not establish access in Connect.
Agents
An agent-capable user’s access to interactions depends on both the user profile and multimedia profile. Configure both to allow the social-channel interactions the agent needs, then verify the resulting combination: Cisco describes the least-privileged selection as the effective limit. Giving an agent a suitable user profile does not compensate for a multimedia profile that excludes the required interaction type.
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Create or inspect the Social Channel entry point
WhatsApp is configured as a Social Channel entry point in Contact Center. Cisco’s older channel setup instructions give this path: Services > Contact Center > Customer experience > Channels. Select Social Channel, choose WhatsApp, and select the configured asset name. Cisco’s September 2026 update describes a newer unified Control Hub workflow for asset management, so follow the labels and options shown in the current tenant rather than treating the older navigation as definitive.
After selecting the asset, check that the entry point is associated with the intended workload and routing flow. The earlier setup guidance describes entry-point flows with business-hours configuration; the newer administrator update says existing routing continues to use Webex Connect Flow Builder by default. Confirm the active routing design in the tenant before changing or testing it.
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What retention settings apply to WhatsApp?
The available Cisco retention guidance does not establish a WhatsApp conversation-retention period or identify a WhatsApp-specific retention control. Before configuring or quoting a duration, determine which system stores the WhatsApp message content for the tenant and obtain the applicable rule from current Cisco tenant documentation or Cisco support.
Control Hub’s retention guidance covers Webex App messaging, meetings, calling, and Contact Center voice recordings. It documents organization-level retention for Webex App direct and group messages, but that is not evidence that the same policy applies to WhatsApp customer conversations. Cisco also describes user-generated messages, files, and whiteboards in Webex App spaces, including soft-deleted messages that remain accessible to a compliance officer until permanently removed under retention. Those statements concern Webex App spaces, not WhatsApp.
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Likewise, Cisco lists a default of 1,095 days and a configurable range of 7 to 3,600 days for Contact Center voice-recording retention, subject to feature rollout caveats. Those figures apply to voice recordings only; they must not be used as a WhatsApp text or attachment-retention period. Cisco recommends working with legal counsel to determine an appropriate retention period for the organization.
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Configuration checklist
- Identify the tenant’s WhatsApp asset owner: Webex Connect, Webex Contact Center, or Contact Center Enterprise.
- Give administrators the needed access in Control Hub and Contact Center; review Webex Connect access separately if Connect owns or routes the asset.
- For each agent, check both the user profile and multimedia profile for the required social-channel interactions, applying least privilege.
- Create or inspect the WhatsApp Social Channel entry point, confirm the selected asset, and verify the routing flow in use.
- Before setting or stating a retention duration, confirm the storage owner and the applicable tenant-specific policy. Do not infer a WhatsApp period from Webex App message or Contact Center voice-recording controls.
Sources
- Cisco, “What’s new for administrators in Webex Contact Center,” September 21, 2026.
- Cisco, “Manage access in Webex Contact Center.”
- Cisco, “Set up a channel,” July 31, 2025.
- Cisco, “Manage retention policies in Control Hub,” April 30, 2026.
- Cisco, “Manage WhatsApp conversations,” January 23, 2025.
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