Product Update - v6.2.0, March 2023

Webex Connect v6.2.0 release brings multiple new capabilities to help you continue delivering seamless customer experiences. Here’s a list of the key updates:

• Support for Google Business Messages Channel (Beta Launch)
• Support for new message types on Apple Messages for Business
• New APIs and event notifications for Voice
• Call Transfer node
• New SMS-only API that offers improved performance
• Added support for passing template ID dynamically in SMS Send Node
• Enhanced controls and reporting for tenants connecting to the US SMS gateway via SMPP
• 10DLC brand and campaign registration process
• Support for WhatsApp Messaging using WhatsApp Cloud API
• Push and Live Chat / In-App Messaging SDKs and other features
• Support for Correlation ID, Callback Data, and Notify URL Configs in Send Message nodes for various customer interaction channels
• Ability to reserve concurrency for Webex Connect Flows
• Flow Debug Logging Enhancements
• Notifications for Webex CC Integration x-hub signature secret key update
• Added reporting for SmartLinks
• Details available in the Usage Report
• Ability to add more than one user with owner role
• Changed navigation path for User Audit Trail section

Please refer the details below to know about all the changes and enhancements. Make sure to take a note of the new API endpoints that are being added and recommended actions to avoid any disruptions.

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Release Date

The date of release will be communicated separately over an email.

Details

Added – Support for Google Business Messages Channel

We’re happy to announce support for Google Business Messages as a native channel on Webex Connect with this release. Starting this release onwards you will be able to add your Google Business Messages accounts to Webex Connect and use the platform to automate customer interactions over Google Business Messages. This will include the capability to send any of the following to a user on Google Business Messages:

• Text Messages
• Attachments
• Rich Cards
• Carousels
• Suggestion Replies and Actions as additional actions with relevant message types.

And the ability to receive any of the following:

• Text Messages
• Attachments
• Responses to Suggestions
• End User Typing Indicators
• Live Agent Requests by a Google Business Messages end user

The support for Google Business Messages capabilities has been added across app registration, Webex Connect Google Business Messages API v1, Start Node, Receive Node, Rule Triggers, Outbound Webhooks, Debug Logs (only available in the new Debug Console interface), and Usage Reports. Currently, this channel is in Beta. Please reach out to your account manager if you'd like to enable this for your account. Also, refer to the documentation on the process for getting the Google Business Messages account set-up and for additional information on guidelines and policies around the usage of this channel for customer interactions.

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In the Preview Release Note, we had announced support for Agent Joined, Agent Left, and Agent Typing Indicators. However, we have decided to defer it to a future release, due to some post release observations.

Added – Support for new message types on Apple Messages for Business

We’ve made following enhancements for Apple Messages for Business channel on Webex Connect:

• Added support for the following message types across Messaging API v1, Visual Flow Builder (Start Node, Receive Node, and Send Nodes), Rules, Reports, Usage, Export Logs, Debug Logs, and Outbound Webhooks:

  a. Form Messages
  b. New Authentication
  c. iMessage Apps

• Added support for automated split of text messages with hyperlinks to standalone text messages and rich links as mandated by Messages for Business.

• Notifications for typing indicators and closed conversations event types for Apple Messages for Business will now be supported via Outbound Webhooks. The erstwhile “Chat Closed” notification will be referred to as “Conversation Closed” on the Configure Outbound Webhook UI.

• Webex Connect will suppress outbound messages to Apple Messages for Business users who have deleted a conversation and opted not to receive any further communication from a business. The business will be able to start sending messages to such users again when the user concerned initiates a new conversation with the business.

Please refer to the documentation for more information.

Added – New APIs and event notifications for Voice

Webex Connect users can now build custom voice calling applications via APIs. While users have the ability to configure such experiences already via the Visual flow builder, these enhancements will bring in choice of implementation for the users.

Here’s the list of APIs that we are adding from this release:

1. API to make an outbound call, play audio and disconnect. This API can be used for sending outbound voice notifications.

2. API to make an outbound call with an event and actions framework to programmatically manage call flow. Here’re the details of the events and actions:

• Events: Users will be able to pass a Webhook URL to get notified about the following events.
  • Answered
  • Accepted
  • AnsweringMachineDetected
  • Dropped
  • Patched
  • Played
  • Collected Digits
  • Recorded

Wherever applicable, these events will have the information of data collected during the call such as DTMFs, Speech (converted to text) etc. Please refer to the documentation for more information.

• Actions: These are the call control actions that must be sent as a response to the event notification.
  • Play
  • Collect Input
  • Record
  • Patch
  • Hangup

3. API to retrieve the status of an individual call

4. API to retrieve recordings details.

Refer to documentation for more information on the capabilities of these APIs.

Added – Call Transfer node

In this release we have added a new node called ‘Call Transfer’ node to support transfer of an ongoing call on Webex Connect to the B-Party number configured in the node. We support both Warm and Blind transfer. Warm Transfer enables you to transfer the call once it has been answered by B-party. Blind transfer enables you to transfer the call once the connection with B-party has been established. Webex Connect side of the call will be disconnected once the call is transferred.

This feature is available on request in a limited number of regions and there is a limitation on the Caller ID that is displayed on the transferred party. Currently, a different Caller ID is displayed to the transferred party, and we are working with our downstream partner to resolve this issue. Please contact your account manager if you’d like to enable this node.

Added – New SMS - only API that offers improved performance

We are excited to announce the launch of our new SMS-only API, designed to streamline your messaging workflows and make SMS communication even more accessible for your applications.
The SMS-only API has been designed with a focus on simplicity and ease-of-use, allowing you to easily integrate SMS messaging into your applications. Whether you're looking to send marketing messages, appointment reminders, or transactional notifications, our new API has got you covered.
Refer to the documentation for more information on the capabilities of this API.

Changed – Added support for passing template ID dynamically in SMS Send Node

We’ve added support for configuring a variable to pass the SMS Template ID dynamically when using the SMS Send Node in the visual flow builder.

Changed – Enhanced controls and reporting for tenants connecting to the US SMS gateway via SMPP

With this release, we’re adding enhanced controls and reporting for tenants connecting to the US SMS gateway via Short Message Peer-to-Peer (SMPP) for bulk SMS messaging using protocol. SMPP is an open, industry-standard protocol used by the telecommunication industry for exchanging SMS messages between SMS application systems and Short Message Service Centers (SMSC).

This feature is not enabled by default and is supported only on Webex Connect US deployment. Please reach out to your account manager if you would like to use SMPP interface for bulk SMS messaging.

Changed – 10DLC brand and campaign registration process

The following change has been made to the brand registration process for 10DLC messaging:

• Option to register sole proprietor brands using Webex Connect UI is being removed on a temporary basis. Please reach out to your account manager if you want to register a Sole Proprietor brand.

The following changes have been made to the campaign registration process for 10DLC messaging:

• We are introducing the option to upload multimedia files as part of the 10DLC campaign registration process. It allows you to submit samples of the media files that will be sent to end customers using the concerned 10DLC numbers for review by The Campaign Registry (TCR).
• Support of additional attributes during campaign creation – Now we are supporting more campaign attributes such as optin, optout, help keywords, and corresponding response messages.
• We’ve introduced several validations to help configure relevant values for various fields during the 10DLC campaign registration or update. E.g., validations for the content length.

Please refer to the documentation for more information.

Added – Support for WhatsApp Messaging using WhatsApp Cloud API

Until this release, Webex Connect utilized WhatsApp’s on-premises API to enable WhatsApp business messaging. With this release we are adding support for WhatsApp business messaging using WhatsApp Cloud APIs.

Please note that, post v6.2.0 release:

• WhatsApp assets created using Webex Connect’s previous releases via the manual onboarding option will continue to run with on-premises based architecture.
• WhatsApp assets created using Webex Connect’s previous releases using Embedded Sign-up onboarding will also continue to run using on-premises based architecture.
• WhatsApp assets created after this release using manual onboarding method will continue to run with on-premises based architecture.
• WhatsApp assets created after this release using Embedded Sign-up onboarding assets (for tenants that have WhatsApp Cloud API option enabled post an explicit request to support team) will be able to use WhatsApp Cloud API architecture and leverage the benefits that it offers.

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Migration of asset types

A request can be placed to support team for enabling the option to initiate the migration of asset types mentioned in point 1, 2, and 3 above, to the WhatsApp Cloud API based architecture. The migration will need to be planned for and may lead to the need for a small downtime on the asset concerned.

Changed – Push and Live Chat / In-App Messaging SDKs and other features

Changed – Updated SDKs for Push and Live Chat/In-App Messaging
We are releasing the following SDKs as part of Webex Connect v6.2.0 release:

• Android SDK v2.18.0
• iOS SDK 2.17.0
• Cordova SDK v2.6.0
• JavaScript SDK v1.5.2
• Android UI SDK v1.4.0
• iOS UI SDK v1.4.0

This release comprises of new feature additions such as support for multi-select dropdowns as a new form field type across Android, iOS, Cordova and JavaScript SDKs and support for accessibility tags in our Android and iOS UI SDKs. Apart from these, there have been various technical enhancements to improve the overall stability of the SDKs.

Android SDK v2.18.0:

• Added multi-select dropdown as a new field type in the form messages.
• Upgraded to Firebase messaging v23.0.8, play-services-base v18.1.0, and location v20.0.0
• Upgraded to Huawei Mobile Services (HMS) push kit version v6.5.0.300
• Filtering duplicate values from input array in the setMessagesAsRead method
• Miscellaneous technical enhancements

iOS SDK v2.17.0:

• Added multi-select dropdown as a new field type in the form messages.
• Filtering duplicate values from input array in the setMessagesAsRead method
• Miscellaneous technical enhancements

Cordova SDK v2.6.0:

• Updated IMIconnectCoreSDK library versions (Android SDK v2.18.0 and iOS SDK v2.17.0)
• Added multi-select dropdown as a new field type in the form messages

JavaScript SDK v1.5.2:

• Filtering duplicate values from input array in the setMessagesAsRead method
• Miscellaneous technical enhancements

Android UI SDK v1.4.0

• Added support for multi-select dropdown as a new field type in form messages
• Added support for deep links within in-app messaging buttons
• Added ability to set accessibility content description for multiple user interface (UI) elements
• Added support for customization of floating button icon and color within ICConversations Fragment
• Enhanced textual elements (such as inbox description, thread title, messages, etc.) to reflect the operating system settings for font size
• Miscellaneous technical enhancements

iOS UI SDK v1.4.0

• Added support for multi-select dropdown as a new field type in form messages
• Added support for deep links within in-app messaging buttons
• Added ability to set content description for multiple user interface (UI) elements
• Enhanced textual elements (such as inbox description, thread title, messages, etc.) to reflect the operating system settings for font size
• Support for customization of conversationsView title and accessory view
• Support for customization of ICConversationButton
• Support for customization of new conversation button
• InboxView will now correctly resize when an avatar is not present.
• Miscellaneous technical enhancements

Changed – Made FCM API Key an optional field in mobile/web app asset page

Until now, it was mandatory for users to provide an FCM API key to configure android push notifications in mobile/web app assets. But starting this release, users will have an option to provide either FCM or HMS details for this configuration. This will allow users to have app assets with only HMS as the push provider.

Custom data retention period for Live Chat and In-App Messaging

With this release, we have added the ability to support custom data retention period for Live Chat and In-App Messaging channels at a tenant level.

Added – Support for Correlation ID, Callback Data, and Notify URL Configs in Send Message nodes for various customer interaction channels.

We’ve added support for configuring correlation ID, callback data and Notify URLs in send message nodes for Email, Push, Live Chat and In-App Messaging, RCS, FB Messenger, WhatsApp, Twitter DMs, and WeChat, and in Voice Call User node wherever these configurations aren’t available already.

Added – Ability to reserve concurrency for Webex Connect Flows

Concurrency in Webex Connect refers to the ability to execute multiple flow threads parallelly. While transactions per second (TPS) refers to the rate at which you can send requests to Webex Connect APIs and Webhooks, Flow Concurrency refers to the maximum number of threads that can be executed in parallel for a given flow.

A flow thread is the smallest part of the flow separated by the waiting nodes (Examples of waiting nodes are Delay, Social hour, Receive, etc.).

With this release, we’re bringing in a new capability to enable tenant owners to reserve concurrency for a flow from the pool made available for the tenant. Additionally, we are adding data points on flow thread execution, example of some data points is – Flow invocation and resume volume, mean thread execution rate, median thread execution rate, peak thread execution rate, mean thread rejection rate, etc. for monitoring the tenant’s flow execution statistics.
This feature will not be enabled for existing tenants by default. Please reach out to your account manager if you would like to avail this feature.

Changed – Flow Debug Logging Enhancements

We have enhanced the flow debug logs to show details of message exchanges and payload details for Start, Receive, HTTP, Custom, and Prebuilt integration nodes by default. These will be available for all the existing and new tenants from the date of release in respective regions.

Please refer to the product documentation to know more about the parameters captured for each of the channels and events, and the time-period for which these details will be available.

Added – Reporting for SmartLinks

In this release, we’ve added usage reporting within the Smartlinks listing page. You’ll now be able to see the total number of times a Smartlink has been sent as part of a message sent using Webex Connect messaging APIs, flows, rules, and event scheduler. In addition, you would be able to see the total number of clicks received for each of the Smartlinks. Please note that the stats will be available only for the transactions conducted after this release has been deployed in respective regions.

Please refer to the documentation for more information.

Added – Notifications for Webex CC Integration x-hub signature secret key update

In this release, we’ve added the ability to enable notifications for x-hub signature validation secret key update for Webex CC Task integration that uses x-hub signature validation for inbound events. With this enhancement, any new secret key generation request from the platform UI will send a notification to the integration system, and the new key is generated/updated only when the notification is successful.

Please refer to the documentation for more information.

Changed – Details available in the Usage Report

We have updated the details available within the usage report that you can export from within ‘Usage’ section. Here’re the details:

• Multiple new columns cpaas_orgid, cpaas_orgname, category_tag, client_domain have been added to all sheets within the downloadable usage report.
• A new column vanity_number has been added to “Numbers” sheet to report whether a given short code is a vanity short code.
• A new column waba_id has been added to “WhatsApp” sheet to report the WhatsApp Business Account ID.
• Counts of asynchronous event triggers handled as part of a pre-built integration will now be available with ‘ASYNC: Event Name’ tags under pre-built Integrations section in the UI and in the downloadable usage report.
• Google Business Messages usage details have been added to the “Channel Usage” section as well as new sheet Google Business Messages added to xlsx usage reports. This contains the usage details of GBM channel in the Webex connect tenant.
• New columns app_type, migrated_date have been added to “Apps” sheet within the downloadable usage report.

Added – Ability to add more than one user with owner role

Webex Connect users with ‘Owner’ role will now be able to add other users or upgrade the role of existing users to ‘Owner’ role. Please refer to the role-based access controls section within Webex Connect help documentation to understand the privileges of the Owner role to decide the best role for various users depending on their roles and responsibilities.

Changed – Navigation path for User Audit Trail section

User Audit section that was available under the Monitoring tab in the side navigation bar has been moved under Settings. This section continues to be accessible to the users with Owner role.

Important Additional Notes

• With this release, we’re making our iOS SDK available via Cocoapods and SPM.
• We will be introducing QnA and Task Bot v2 nodes as feature updates to the existing Webex Connect QnA and Task bot nodes. These new nodes are an upgrade/replacement for existing QnA and Task bot nodes. The existing nodes and any flows that use them will continue to work. However, any feature updates going forward will only be available in the v2 nodes and it is recommended that you use the new nodes in future flows. The initial version of the v2 nodes will have the following feature enhancements:
  • LiveChatRichResponse output variable that can be used directly in in-app channel node for delivering quick replies and carousels.
  • Language as an input in QnA bot nodes for multi-lingual bots. When users select a language in the node UI, the response from the bot will be in the selected language.
  • PreviousIntent output variable containing users' intent in the conversation prior to the current intent. This can be used for agent handovers to appropriate queue.
  • Support for Twitter Direct Messages channel in these nodes.
• When you use nodes such as Social Hour, Delay, Receive Node, and Send Nodes with wait for Delivery
  configurations, pre-built integration nodes that wait for async events, etc., Webex Connect has a high number of requests to be processed at once. To bring in predictability to the speed and avoid any issues, such requests will be picked for processing at a maximum of 100 transactions per second at a flow level. This is subject to tenant level throughput configurations.

Changelog