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Messaging Add-on · Webex Calling
SMS
Web Chat

One inbox.
Every message.
Zero context lost.

Manage WhatsApp Business, SMS, and web chat from a single hub; with smart routing, supervisor controls, agent tools, and full analytics. Built natively on your Webex Calling platform.

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Cisco Certified Partner Miami, FL No long-term contract
Available
WhatsApp
Customer Service
in queue
SMS
Support SMS
1
in queue
Web Chat
Sales Web
2
in queue
Maria González
Necesito información sobre el servicio…
11:14 AM
Alex A.
+1 (305) 746-5940
Yes, it was a provider issue…
11:09 AM
Paul M.
Carlos Ruiz
When can I expect the callback?
10:52 AM
Sarah K.
3
Channels unified
∞
Concurrent agents
4
CRM integrations
Real-time
Analytics & SLA
The Problem
Your team is managing chaos,
not conversations

When WhatsApp, SMS, and web chat live in separate tools, your team loses context, customers wait longer, and managers fly blind.

Multiple disconnected apps
Agents switch between WhatsApp Business, SMS tools, and web chat — losing context and wasting time on every handoff.
No conversation history
Every new message feels like the first. Agents repeat questions, customers repeat themselves, and nobody wins.
Zero supervisor visibility
Managers can’t see what’s happening in real time. No way to coach, intervene, or step in when a conversation goes wrong.
CRM data stays siloed
Conversations don’t sync to HubSpot, Salesforce, Clio, or Litify — so your pipeline and case records are always incomplete.
Features
Everything a messaging team needs,
built in from day one
WhatsApp Business
Connect your existing WhatsApp Business number. Your brand, your conversations — all centralized in one hub.
SMS Messaging
Send and receive SMS from the same hub. Full conversation history, always in context, always accessible.
Web Chat
Add live chat to your website and manage it alongside WhatsApp and SMS — from the same interface.
Smart Routing
Route by skill, utilization, or round-robin. Configure queues per channel. The right message to the right agent, automatically.
Full Conversation History
Every message, every agent, every channel — complete audit trail for every customer interaction, always available.
Native Webex Integration
Agents handle messages directly from Webex Spaces. No app switching. MS Teams support coming soon.
WhatsApp as a Contact Center
Your customers are already
on
Meet them there.

WhatsApp Business is no longer just for one-off messages. With the Messaging Hub, it becomes a full contact center channel; with queues, agent assignment, supervisor controls, and CRM sync. Same power as your voice contact center. Zero extra infrastructure.

  • Dedicated queues per team: Sales, Support, Billing all handled in parallel
  • Skill-based routing: match conversations to the right agent automatically
  • Supervisor whisper, join and takeover: real-time intervention without disrupting the customer
  • Full SLA tracking; response times, resolution rates, and queue health in one dashboard
  • Canned responses: agents reply faster with pre-approved templates and quick replies
  • CRM sync: every WhatsApp conversation logs to HubSpot, Salesforce, Clio, or Litify automatically
WhatsApp Contact Center
Live · 3 queues active
12
Active
4
Waiting
1m 42s
Avg Wait
Customer Support
5 agents assigned
Skill-based
Sales Inbound
3 agents assigned
Round-robin
Priority Accounts
2 agents assigned
Utilization
CRM Integrations
Your conversations,
inside your CRM

Every message — WhatsApp, SMS, or web chat — automatically syncs with your existing CRM. No manual data entry. No lost context. Your team works from one source of truth.

HubSpot
Sales & Marketing CRM

Connect messaging conversations directly to HubSpot contacts, deals, and tickets. Keep your sales pipeline and support history in sync automatically.

  • Auto-create or match contacts from incoming messages
  • Log conversations to deal and ticket timelines
  • Trigger HubSpot workflows from conversation events
  • Sync conversation disposition and CSAT scores
Salesforce
Enterprise CRM

Push every messaging interaction into Salesforce as activities, cases, or custom objects. Keep Sales Cloud and Service Cloud up to date without lifting a finger.

  • Map conversations to Leads, Contacts, Accounts, or Cases
  • Auto-populate fields from conversation metadata
  • Trigger Salesforce flows from messaging events
  • Full conversation transcript stored as activity
Clio
Legal Practice Management

Purpose-built for law firms. Log WhatsApp and SMS communications directly to Clio matters and client records; with full compliance and audit trail.

  • Auto-log messages to client matters and contacts
  • Track billable communication time per matter
  • Full conversation transcript attached to matter record
  • Intake automation via WhatsApp and SMS
Litify
Legal Operations Platform

Integrate messaging into Litify’s matter-centric workflows. Capture client communications from WhatsApp and SMS directly into your matter management platform.

  • Sync conversations to matters and intake records
  • Drive client outreach from Litify via SMS or WhatsApp
  • Auto-update matter status from conversation outcomes
  • Designed for high-volume personal injury and mass tort
Works inside Webex; and Microsoft Teams is coming
Agents can already handle all messaging channels directly from Webex Spaces, with no new interface to learn. Microsoft Teams integration is in active development and will be available soon; giving your team full flexibility regardless of their collaboration platform.
MS Teams · Coming Soon

Ready to unify your team’s messaging?

See WhatsApp Business, SMS, and web chat working together; integrated with your CRM; in a live 30-minute demo.

Schedule a Free Demo
Supervisor Controls
Be there when your team needs you

Three real-time intervention modes. Step in without disrupting the customer experience.

Whisper
Send a private coaching message to the agent during a live conversation. The customer never sees it.
Join
Enter the conversation. Supervisor, agent, and customer communicate together in real time.
Take Over
Remove the agent and handle the customer directly. Full control, instantly, when it matters most.
Agent Productivity Tools
Built for agents who handle volume

Everything agents need to respond faster, stay organized, and deliver consistent service across every channel.

Canned Responses
Pre-approved reply templates for common questions. Agents respond in seconds; consistent, on-brand, every time.
Notes & Flags
Add internal notes visible only to the team. Flag conversations for follow-up, escalation, or quality review.
Team & Resource Assignment
Assign conversations to specific agents or teams manually. Override routing when you need a specific person on the case.
Admin, Supervisor & Agent Roles
Granular role-based access. Admins configure, supervisors monitor and intervene, agents handle conversations; each with the right permissions.
Skill, Utilization & Round-Robin
Three routing modes: match by agent skill, balance by current load, or distribute evenly. Configure per queue, per channel.
Warm & Cold Transfers
Transfer conversations to another agent or queue; with or without context handoff; so no customer ever has to repeat themselves.
Analytics
Know exactly how your team is performing

Full reporting suite included. Export to Excel at any time.

Volume
Agents
Response Time
SLA
Channels
Queues
Agent Status
Sentiment
248
Total conversations
94%
Resolution rate
2m 14s
Avg response time
Export full report to Excel
Compare Plans
Basic SMS vs. Messaging Hub

Both plans are add-ons to your Webex Calling subscription. Choose based on your team’s needs.

Basic SMS
For simple SMS workflows
Messaging Hub
Recommended
Receive & Send SMS/MMS Messages
SMS queues —
WhatsApp queues —
Web Chat queues —
Message routing (skill, utilization, round-robin) —
Messaging analytics & SLA reporting —
Team & resource assignment —
Admin, supervisor & agent roles —
Notes, flags & canned responses —
CRM integration (HubSpot, Salesforce, Clio, Litify) —
Webex Spaces integration —
MS Teams integration — Coming soon
Price
$5 / user / month
$20 / user / month
* Both plans are add-ons to an existing Webex Calling subscription. Pricing per user per month. Contact NextPointe for volume discounts and bundle pricing.
Who It’s For
Any team that talks to customers
at scale
Customer Support Teams
Handle inbound WhatsApp and SMS with routing, history, supervisor backup, and SLA tracking; all in one place.
Sales & Inside Sales
Follow up via WhatsApp, qualify via SMS, close via web chat; without switching tools or losing lead history.
Law Firms (Clio & Litify)
Manage client communications and intake via WhatsApp and SMS; fully logged to your matter management platform.
Operations & Scheduling
Coordinate appointments, send reminders, and handle escalations across all messaging channels from one hub.
VIP & Account Management
Dedicated WhatsApp queues for priority clients. Skill-based routing ensures your best agents are always on the relationship.
Healthcare & Healthcare Adjacent
Appointment reminders, patient follow-ups, and support messaging; managed with role-based access and full conversation logging.
Schedule a Demo
See the Messaging Hub
in action

A 30-minute live demo. We’ll show WhatsApp, SMS, supervisor controls, CRM sync, and analytics working in real time; tailored to your team size and use case.

  • 30-minute live walkthrough
  • WhatsApp Business + SMS + Web Chat
  • HubSpot, Salesforce, Clio & Litify integrations
  • No commitment required
  • Cisco Certified Partner · Miami, FL
Messaging Hub · $20/user/month
Add-on to your Webex Calling subscription. No additional infrastructure. Includes all channels, routing, supervisor tools, agent productivity features, CRM integrations, and analytics.
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