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Relaunch of the Webex Ambassador Program

Webex Ambassador Program

I am beyond excited to announce the relaunch of the Webex Ambassador Program. Our ambassadors are highly knowledgeable and the backbone of our Webex Community. Whether they’re sharing best practices, offering suggestions on project plans, answering technical questions, or presenting at Webex Community events, Webex Ambassadors add unparalleled value to Webex, the Community, and Webex users and admins.

Webex Ambassadors are lighting the way for seamless collaboration in their organizations while also sharing valuable feedback and knowledge with fellow Webex users and admins so they too can quickly accomplish their goals. Sound like you? Read on.

At Webex, we truly believe in powering an inclusive future for all. Part of this means building a product that betters the lives of our users and gives customers an experience they love. As the VP of Customer Success for Webex, I am always thinking about the success of our customers. If they’re unable to use Webex to simplify how work gets done, to meet their goals, or to collaborate effectively, it doesn’t matter how good we think our products are. Period.

We understand that our customers are our most valuable asset. They help drive smart innovation and their voices provide insight into how we can do better. We listen to their voices closely, so much so in fact, that we drive high-velocity adoption by harnessing the power of their voices and their vast knowledge.

Webex Ambassador Logo

Where customers go to share, learn, and amplify their voice

The Webex Community is where you’ll find these users, admins, adoption champions, and ambassadors. They act as the voice of the customer and share best practices, give feedback, and build knowledge among fellow community members to help make Webex even better.

Customers can easily make the jump from purchasing Webex to adopting and loving it quickly, all in the Webex Community. We connect customers using Webex with those responsible for adoption planning, integrations and deployment, and the Webex teams creating the collaboration vision of the future. This allows everyone to ask questions, share ideas, project plans, and best practices. With over 70,000 members, numerous customer events, and speakers discussing everything from adoption to technical walkthroughs, the Webex Community truly is your go-to space to discuss all things Webex.

Meet the Webex Ambassador Program

We recognize and reward our most active Webex fanatics in many ways, including an invitation to join our newly launched Webex Ambassador Program. This program is all about listening to the voices of our users to gain an understanding of their experience and how we can make it better.

Webex Community members make the best ambassadors because they’re on a mission to help others and to help Webex be the best product it can be by offering unique insights that help us deliver fast-paced iteration. Ambassadors use their voices to share intelligible and actionable insights with our product and adoption teams, which helps us create the best possible products with clear and scalable adoption blueprints.

So, what’s in it for you? When you become a Webex Ambassador, you’ll get:

  • Tailored learning paths for users, IT admins, and adoption advocates
  • Rewards and recognition for sharing knowledge and insights
  • A chance to influence future Webex innovations
  • Opportunities to amplify your voice

As you continue to learn and share your voice, the more access you’ll gain to advanced classes to continue your learning. You’ll also get the opportunity to meet with the Webex teams designing the collaboration tools of the future.

What kind of ambassador are you?

Whether you’re just starting out or know everything about Webex, we have varying levels of ambassadors based on education. You’ll start as a Webex Power User and work your way up from there. Check out each level below.

Webex Ambassador

As a Webex Power User, you’ll gain access to a tailored learning path that will teach you everything you need to know about Webex and help you achieve the next level as an Associate Ambassador.

As an Associate Ambassador, you’ll dive deep into the details of effective technical and adoption practices. People at this level are typically leaders in the Webex Community.

Can you then level up to be a Professional Ambassador. You’ve already been tested on the most advanced levels of Webex products, including driving outcome-based adoption and workflow integrations that help drive continuous collaboration.

The top tier of our ambassadors—the Webex Experts—is a group of nomination-only members who comprise the top one percent of our program. They meet with our business regularly to influence our innovations, present at Webex Community events, and co-create adoption materials alongside our team.

This elite group builds bots and integrations, share real-world use cases, and drive innovation here at Webex. They even created the Aha! Portal that allows customers, partners, and internal teams to submit feature suggestions to our product teams. You can read about how this came to be in this blog.

 Our ambassadors provide invaluable feedback, insights, and innovations to Webex, so we invest heavily in them and their development. We provide professional development, education, and networking opportunities for our ambassadors to ensure that we are providing equity and access for everyone.

Sound like you?

To join the Webex Ambassador Program and hundreds of other Webex users, visit to sign up

About the author

Gaurav Verma

gaurav verma

Meet Gaurav Verma, VP of Customer Success on the Cisco Collaboration Team. Gaurav has a wealth of industry experience that he uses to drive high-velocity, customer-first adoption here at Cisco. He’s passionate about creating high-value customer experiences through the development of culture, by leveraging new strategies and technologies, and by undergoing fast-paced iterations.

 

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Innovations from Webex Experts: How Webex Aha! came to be

The Webex Ambassadors Program is a global community of Webex loyalists who receive custom Webex learning paths to help further their careers, earn rewards, and influence the future of collaboration. Our Webex Experts are a top-tier group of members who offer thought leadership and act as counsel to our product and customer adoption teams. In this series, we’ll explore their contributions to the Webex ecosystem and hopefully inspire you to do more than you ever imagined possible with Webex.

The story of Webex Aha

Let’s look back a few years to 2017. We attended regular meetings with the Webex product teams where any of us could give feedback in live sessions and in Webex spaces about new opportunities to improve our products. We would share perspectives, suggest and build integrations and bots, and offer ideas for new features. Teams would take notes, try to prioritize ideas, and then attempt to circle back once they committed to or abandoned an idea. Sometimes, we’d get an update that an idea had been slated as a project, but most of the time, there wasn’t a standard way to communicate whether our ideas were falling into a black hole or actually helping.

This process simply wasn’t working. With so many voices in such an informal setting, it was hard to articulate and quantify the impact and urgency of a request. We wanted to create a systematic way to provide product feedback while helping our teams prioritize requests. This is where we — the Webex Experts — stepped up.

Webex gave us complete autonomy to scope the problem, come up with a viable solution, and ultimately, implement the solution. Once we got approval from Josh Reola, our Webex Ambassador sponsor, and product management executives like Damien McCoy, we explored the group’s needs and the needs of the products teams we were hoping to serve.

We set out to solve a challenge, but we also wanted to provide a mechanism for the Webex product teams to quantify the importance of a specific feature request and streamline the decision-making process. The end goal? Speed up how long it took to get from idea to implementation to innovation. We wanted to drive Webex innovation at the speed of light.

Finding the best solution to a big problem

The first step was to research platforms that would address our numerous needs. After evaluating a few platforms, we settled on Aha! Roadmap Software. We then designed and built the Webex Idea Portal on the platform, taking into consideration the needs of both the product teams and the feedback provider. This allowed us to determine the proper fields, workflow, and process to submit and receive feedback in an automated manner. We also wanted to build a system component that enabled a crowdsourced voting mechanism. This let users add more detail or use cases to give more color to the initial idea request.

Add a new idea

After implementation, we used the Webex Idea Portal to provide feedback to the Webex product teams. We made a few tweaks along the way to modify and add fields based on our experience and the needs of the product teams. The portal housed all requests in a single place where we could prioritize ideas, follow up with submitters, gather more information, and where the product teams could easily gauge urgency. It greatly improved communication, which helped to quantify how long an idea would take to implement.

Because of this and the success Webex saw on the platform, they converted the portal to a corporate-wide tool that was rolled out to internal Webex sales teams and Cisco partners in March of 2018 (less than a year after it was built).

This portal has became a standard tool and was one of the most effective ways for all stakeholders to give input to the Webex teams. Partners, Webex Experts, and internal sales teams could all submit their ideas, vote on them, add customer names, submit additional details, and track their idea’s progress. Product teams were finally able to access this invaluable feedback in one place.

Virtual Background

As Webex Experts, we have unique opportunities (like that with the Webex Idea Portal) to influence and impact the direction of Webex products. This project gave us all the opportunity to optimize a process that significantly improved a critical business process for Webex. We were all excited about the impact it had on Webex.

Damien McCoy’s take on the business impact

When the feedback portal idea was brought to our executive team, I was fascinated, but certainly not surprised. Our Webex Experts have always been problem solvers and transparent about how our products could better serve them. Because of their history of excellence, I was quick to endorse this product and couldn’t have been more impressed with how well they were able to execute a brilliant idea.

The Webex Ideal Portal that our Experts built on Aha! helped us uncover quite a few use cases we had never considered and gave us the unique opportunity to hear perspectives from varying industries. We were gaining an understanding of our customers’ needs, which has been invaluable.

Up until this year, we were gathering feedback in the portal from Experts, partners, and internal teams. But what about our customers? Their voices couldn’t be heard in the portal because they didn’t have access. So, when we launched the Webex Community in May of 2020, we opened the portal to a much broader audience. Now, anyone who uses Webex can utilize this portal to make their voices heard. This level of feedback would not have happened without the work the Webex Experts put in.

Our product teams can now listen to our customers, users, partners, and our Webex Ambassadors. They can respond to and prioritize feedback and ideas. Beyond this, the Webex Idea Portal has given us a way to interact, get all the necessary details, and build direct relationships with those who have generated and contributed to ideas. It allows for open-source ideas and the ability to prioritize, streamline, and speed up innovation.


Webex User Community

In closing

Some of our very best ideas come directly from the Webex Community. We evangelize our Webex Ambassadors to crowdsource solutions to common problems and to share use cases and challenges. I cannot overstate the value our Webex Experts (like Chris, Matt, and Thomas) provide by co-creating solutions alongside us.

If you love finding solutions to problems and want to join an incredible group of talented Webex fanatics, enroll early in our Webex Ambassadors Program. Level up your knowledge. Your network. Your voice.

About the authors

Chris Capasso

Chris Capasso

Chris Capasso has been a Webex Expert since 2017. Find out more about his accomplishments, his experience with the Webex Ambassadors, or his areas of expertise in the Webex Ambassadors directory

Matt Spool

Matt Spool

Matt Spool has been a Webex Expert since 2017. Find out more about his accomplishments, his experience with the Webex Ambassadors, or his areas of expertise in the Webex Ambassadors directory.

Thomas Vidgar

thomas vidgar

Thomas Vidgar has been a Webex Expert since 2017. Find out more about his accomplishments, his experience with the Webex Ambassadors, or his areas of expertise in the Webex Ambassadors directory.

Damien McCoy

Damien McCoy

Damien McCoy: Damien joined Cisco in 2011 initially delivering market growth for the Cisco Jabber product line and was part of the early team building Webex Teams to support the shift to team collaboration in the cloud. He now leads our growth team as the Director of Product Growth at Webex, partnering with customers to deliver workplace and employee experience transformation strategies. When he’s not at his desk Damien enjoys the Atlantic Ocean and local wilderness with his local Sea Scout group.

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How to launch a community with Webex Teams

Learn best practices and the tools needed to use Teams like a boss

Webex is known for the Meetings platform, but the newest addition to Webex is a complete collaboration platform called Webex Teams. Teams is a messaging app with video conferencing capabilities built-in. It is an extremely secure solution with bots, integrations, desktop sharing functionality and more. This article will go over what Webex Teams is and how to use it when starting a virtual community as a resource space for a FAQ, office hours, or even an office watercooler.

Why Webex Teams over Facebook Groups or other chat apps

  • Facebook is a great tool and I use it for my family and friends, but it can be too distracting to get work done as you can get constantly wooed away by shiny distractions in the news feed and sidebar.
  • Extremely secure. Our model has a core layer and a security layer that are kept separate from one another. See Security Whitepaper.
  • We don’t sell and collect data
  • Video, whiteboarding and desktop sharing is native within the app
  • No multiple account logins or workspaces. You can have different people from different companies join your Webex Team space without switching between different organizations to messages users. Email doesn’t function like that. Neither does Webex Teams.
  • Teams can also display the presence status of end-users if they’ve been away, are in Do-Not-Disturb state, on a video (orange camera icon), sharing their desktop (red rectangular icon) or on a phone call. The bottom image provides the avatars of end-users that have read your messages, such as green as available or red crescent moon for Away/DND.

Prescense Notifications.
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Read receipt avatars.
  • Webex Teams is FREE
  • No messaging search limits or restrictions
  • Search everything.  Searched keyword, user, date, or another parameter. Attach files, like PDFs and Word docs, and search within those files too.No alt text provided for this image
Search tab and options.

A virtual community use case – Webex Ambassadors

We will use the Webex Ambassador Community as a case study for this article. Webex Ambassadors started as Spark Ambassadors back in 2016 as an internal Webex community of developer evangelists and it has evolved and grown over the years. This community now has over 2,600 members globally. It also includes various Special Interest Group spaces for various topics. I will break the article down into five categories to start your community.

  1. Promoting Your Community
  2. Setting up Webex Teams
  3. Managing Your Community
  4. Bots & Integrations
  5. Tips & Tricks

Promoting your community

Landing page

The first thing you want to do is have a site that gives users an overview of what they are joining. You can check out ambassador.webex.com. Here is our “Join Now” call to action button to join the community.

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Code of conduct & community guidelines

These are policies or best practices for your community. You want to make sure you cover rules of engagement, ethics and legal issues, spam, and how users can post. Here is an example of the Ambassador Code of Conduct & Guidelines. Every user must agree to the code of conduct before they can join the space. This is listed in our web form.

Inviting users & automation with a sign-up form

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Here are some cool tricks you can do with Webex Teams workflow integrations. Having an auto-sign up using Typeform or Google Forms is rather easy. Applications like Zapier or Built.io makes it a lot easier to integrate these applications. For example, you can have a workflow that once a person signs up on Formidable Forms, they are added into a mailer, like Mailigen, then added to Smartsheets and then finally added into Webex Teams.

We have other ways end users can join your community spaces such as using the bots and integrations. We will dive more about this in the Bots & Integrations section.

Install the desktop & mobile Teams app

First, download the Webex Teams app. You can use Teams on multiple devices, from the browser on your computer’s desktop to a mobile phone. It’s best to use the native desktop app instead of the browser as it will have more features.

Setting up Webex Teams

  • Create a team, a space and add moderators. The video below will show how to create a team and a space. If you need an overview of what a Team and Space, it is explained hereWebex Jargon: In the Webex world, we call “channels”, “spaces” because we associate them to physical spaces, but just virtualized. If you ever have to use the Webex app with a Webex Rooms video device, you’ll see it associate to a space (not using Bluetooth) using ultrasonic frequency pairing for desktop sharing and video conferencing purposes. That office space also has a physical video device tied to that virtual space in Teams. Check out a demo here.
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Note: Cisco Intelligent Proximity pairing uses high-frequency sound in the 20kHz to 22kHz audio frequency range to establish a connection. Here, Webex Teams is my app to control my work from home device, the Cisco Webex Desktop Pro.

Here is a quick video on how to first create a Team and then a Space in Webex.

 

  • Create a space. Click on the “+” icon to create a space and give it a name. Here we will call it “Webex Community.”
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  • Add members. Next, go to “Members” and add a team member. You can add them by entering the user’s email address.
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  • Add moderators. Once you add them, you can “right-click” on the name and “Assign Moderator of the Team.”
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  • Manage & customize your space. Here we will add space icon images and disable the function of @all as it can be annoying if there are thousands of people in a space being notified. We will also recommend converting the “General” space into an “Announcement Mode” space. If you need to share important information with your team, without the distraction from other conversations happening in the space, you can use announcement mode in any moderated space just for announcements. On teams, the only space that’s moderated is the General space so that’s the only space where you can use announcements. Only the space moderators can post in Announcement Mode spaces.No alt text provided for this image
  1. To enable, go to the General space -> Moderator settings -> “Disable @mentions to all” and “Turn on Announcement Mode.” Once enabled, users will see this notification.
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  • Add a space name and image. You can change any space name except the General space for your team. Furthermore, any member can change these details unless the space is moderated, then it must be done by a moderator. You can also change a space picture, by uploading a picture for the space. The file has to be under 10 MB and ideally a square image between 200×200 pixels and 1000×1000 pixels.No alt text provided for this image
  1. To change the Space image, go to Edit space settings -> Click on the camera icon and “Add Image.”
  2. To change the Space name, double click the space field to enter a name.
  • Public or private spaces. Creating a moderated space means that only moderators can add users to the Team. By default, all spaces are a Private space or an invite-only space. Public spaces can be created if you add the EURL bot, which we will discuss later. Overall, this is how you can control who joins your community.
  • Enable restrictions for guests in Team spaces through Webex Control Hub. Webex Control Hub is the administrator portal page to configure Webex. As a moderator, you don’t need access to this, but if you want to set various global permissions, you need to ask your administrator to grant you access to set this up. One example is to control how people are added as guests to team spaces, they aren’t members of that team. You can prevent these guests from adding and removing participants, changing the space name, and editing space settings.
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  1. Go to admin.webex.com -> Services -> Scroll to “Team Guest Restrictions”
  2. Toggle Enable restrictions for team guests to on.

Managing your community

  • Multiple moderators. As your community grows, it is ideal to have multiple moderators to help monitor if chats are in compliance, to delete inappropriate messages, add or remove bots, and to perform backup moderator tasks. Bonus Tip: Try to have moderators from different parts of the globe to cover various time zones for additional support.No alt text provided for this image
  • Post rules on a monthly or quarterly basis. It’s always good to remind your community the do’s and don’ts when posting in a space. Here’s an example of what we send in our Ambassador space. Note that this is a template using Markdown formats and then how it would look like rendered in the space.

Hello 👋🏻 Ambassadors, we want to share a few **Ambassador house rules!**

**Rules** 📜

  1. 💬 Before asking questions in a space, please check Google or specifically the [Help Portal.](help.webex.com)
  2. ❓If you can’t find your answer, post your question in the appropriate community space. For example, technical questions should be posted in the Engineering space.  Learn about these Community Spaces [here.](https://ambassador.webex.com/webex-teams-communities/)
  3. 👊🏻 To help us keep it fun, helpful, safe, and friendly, we ask that you comply with our [Community Code of Conduct.](https://ambassador.webex.com/code-of-conduct/)
  4. 🙊 Do not use the **@all command, create a new Space, add bots or add users to the Spaces without [signing up as a Candidate.](https://ambassador.webex.com/ambassadors/)**
  5. 🤔 If you have support questions, including certificates, please direct your message @ModeratorName.

Let me know in a DM if you have any other suggestions or have questions.

**Have a great weekend.**


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  • Notifications. A space can get noisy especially with thousands of users messaging. You can customize how you want to be notified in a space.
  1. Go to the Space -> Settings Icon -> Notifications. As a moderator, I only respond to @Mentions only.

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  • Place a spotlight on power members of your community. Whether you’re highlighting customer stories, testimonials, or users who represent success, take an opportunity to frequently recognize stars in your own community.

Bots & integrations

Below are some essential bots to help you start and grow your virtual community.

  • Email2Teams bot. The email2teams bot will take all the participants in an email thread and migrate the conversation to Webex Teams. This is a great way to invite new users to Webex Teams as anyone not already signed up for Teams receives an email invitation. Once registered, they’re automatically added to the space. Here’s how to use the bot.

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  1. Open your email. In the ‘To’ line, add the emails of the users you want to invite in the space. In the BCC line, add “bot@email2teams.com” (the ‘To’ & ‘CC’ fields won’t work).
  2. The bot receives your email, creates a Teams space with the ‘Subject’ as the title, then leaves.
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  • EURL. The EURL bot is short for “External URL.” The intention of this bot is to create a public space and provide a URL where users can click the link, enter their email and join the space. Let’s add the bot, “eurl@sparkbot.io” to the space.
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  1. Once you add the bot to the space, it will provide you various commands. Here we will open up this space externally to users outside our organization email domain, which is capitalfactory.com.
  2. To add external users outside capitalfactory.com, type “Eurl internal off”
  3. The URL that was generated is: https://eurl.io/#vHLeL9CMF Feel free to join the space to test the bot out.
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  • Once you click on the EURL link, an end-user can join this space by clicking on the URL that was generated. You can learn more about the bot here on the Webex App Hub.

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  • Power Pack. This is a very handy tool that is used to invite new users to a new space or into an existing space. It is a free service that bulk add users by uploading a CSV file. You can also send broadcast messages to multiple spaces at once. Learn more about the bot here.
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  • Translate bot. There are a lot of translator bots on the Apphub like Chinese, German, Filipino, French, and more. You can add these bots into a space. Here is an example of an English to Spanish bot for our LATAM Ambassador community. You just @mention the bot and enter the text you need to be translated. You can learn more about the bot here.

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  • Inquire bot. This bot isn’t meant to be deployed in large spaces, but it has been proven useful in areas where there needs a way to track FAQ or in this case bugs. In this example, this is an internal space to post bugs for Webex Teams. You can see users posting images and answers and then engineers and product managers posting an answer in the space and it automatically ties into Jira to create a case. The Inquire bot is a knowledge base bot and has three main functions.

1) Ask Questions – Capture questions that were asked inside a Teams space. Here the end-user is asking to file a bug and is @mentioning the Inquire bot.

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2) Get Answers – Provide a way to answer those questions and ensure the original questioner receives the information they need. You can @mention the bot and answer in the space, or you can click on the “here” link and answer on the web as well.

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3) Gather Knowledge – Assemble a knowledge base of all the information that is gathered amongst Teams spaces. You can also export the FAQ to a CSV file.No alt text provided for this image

You can learn more about the Inquire bot here or check out the demo video below.

  • Webex Ambassador welcome bot. This is just an example bot to welcome new Ambassadors to our Webex community and outlines a set of rules to adhere to. The bot will 1:1 the new user that is added to the space and send them this message. The bot monitors new memberships and must be in the same space the end-users are joining. The code is on Github if you would like to implement it for your own community.

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Tips & tricks

  • Space titles with EURL. Having a title is important. If you want an external space and not having people to @mention the bot to know what the space URL is, it’s best to add it in your title. Here is an example title for the xAPI Developer space with the EURL link.
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  • Use reactions as a way to poll users or use Pollbot. Here is an example to use the “thumbs up” as a way to poll users. You can use reactions or if you want to get more detailed you can use various applications like PollBot or you can use free web polls like Polltab.
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  • Use threads. Make sure people are aware of the “Reply to Thread” option to keep communications easy to read. Just hover over the message and the “reply” arrow will appear.

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Reply thread conversation.
  • Support spaces. Within Webex Ambassadors, we created a specific space for support. On our website, we specifically told users to join this space for issues with their certificates or application. This helps cut down noise in the General or main community space. You also want to make sure your moderators will be seen by your end-users as support. Be prepared for this.

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  • Create a space directory. There are a lot of communities and spaces you can provide for your company by creating a directory website. These spaces, people can join by click on the”Join” created by the EURL bot. You visit this actual site, here.
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Final thoughts

Overall, this is just a quick way to start a community in Webex Teams. If you have questions, leave a comment. If you find this article helpful, please follow me and share this blog! 👍🏼

Bot credits

Thank you for the following people making the Ambassador Community bots. Note that if the bot isn’t on AppHub, it isn’t Cisco TAC supported. Cisco owned Integrations include: Email2Teams. This bot was created by former Webex Innovation Team Member, Marcello Federico. The following bots were funded by the Webex Innovation Team and created for Ambassadors: EURL bot created by Cisco TME Randy Birdsall; Power-pack.io created by former Cisco SE, Brad McAllisterInquire Bot, created by former Webex Innovation Team Member, Aman ChabraWebex Ambassador Welcome Bot on GitHub, created by Cisco SE Marcel Neidinger.

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