Product Update - v6.22.0, September 2026

Webex Connect v6.22.0 release brings multiple new capabilities to help you continue delivering seamless customer experiences.

Summary

Here's a list of the key updates and enhancements that are a part of this release:

• WhatsApp Channel Asset Configuration in Control Hub
• Facebook Messenger Channel Asset Configuration in Control Hub
• Carrier Submit Timestamp in Webex Connect SMS DLR and Data Streams
• Audit Log Export via Export Logs
• Live Chat/In-App Messaging Form Response Webhook Update
• JWKS URL support for EPIC

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Release Date

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

Details

Added - WhatsApp Channel Asset Configuration in Control Hub

Webex Connect now enables administrators to create and manage WhatsApp channel assets directly from Control Hub Digital Assets. This centralizes digital-channel onboarding and workload configuration in a single administrative experience. Assets can be assigned to Webex Connect, Webex Contact Center, or Contact Center Enterprise, depending on the workloads enabled for the organization or tenant. The appropriate workload-specific settings are displayed based on the selected assignment.

Important note: Standalone Webex Connect tenants that are not associated with a valid Webex Organization ID cannot sign in through Control Hub.

Added - Facebook Messenger Channel Asset Configuration in Control Hub

Webex Connect now enables Administrators to create and manage Facebook Messenger channel assets directly from Control Hub Digital Assets. This centralizes digital-channel onboarding and workload configuration in a single administrative experience. Assets can be assigned to Webex Connect, Webex Contact Center, or Contact Center Enterprise, depending on the workloads enabled for the organization or tenant. The appropriate workload-specific settings are displayed based on the selected assignment.

Important note: Standalone Webex Connect tenants that are not associated with a valid Webex Organization ID cannot sign in through Control Hub.

Changed - Carrier Submit Timestamp in Webex Connect SMS Delivery Receipt and Data Streams

We have added a new parameter named carrierSubmitTimeStamp in SMS Outbound Delivery Receipts Webhook and Data Stream payloads. This parameter contains the date and time an SMS was submitted to the carrier and will be added to delivered, failed and undelivered delivery receipts only.

We recommend referring to the changes documented below and making any required changes in your implementation to consume this information.

Name: carrierSubmitTimeStamp

Description: Date and time when the SMS was submitted to the carrier.

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "timeStamp": "2026-09-01T13:22:29.670Z",
            "Description": "Delivered",
            "code": "7500",
            "messageCount": "1",
            "carrierSubmitTimeStamp": "2026-09-01T13:22:29.619Z", //New variable will be sent starting v6.22.0 onwards.
            "deliveryChannel": "SMS",
            "upgradeResult": "NA",
            "additionalInfo": "",
            "destination": "1189xxxxxxxx",
            "destinationType": "msisdn",
            "attemptedUpgradeto": "NA",
            "deliveryStatus": "Delivered"
        },
        "carrier": "USTMO",
        "subtid": "",
        "transid": "4bb2e6c5-a919-4995-9e35-0a9cf88b4543",
        "callbackData": "",
        "correlationid": ""
    }
}

Added - Audit Log Export via Export Logs

Audit logs can now be exported through the existing Scheduled Export Logs workflow. When enabled for a tenant using the Admin Console custom tag, this feature allows customers to schedule audit-log CSV exports to their configured SFTP destination. This productized Webex Connect export path helps enterprise customers meet audit and compliance requirements without relying on custom export pipelines. Audit log export is supported only through scheduled exports; on-demand export is not supported.

Changed - Live Chat/In-App Messaging Form Response Webhook Update

Live Chat and In-App Messaging form response outbound webhook payloads now include clientId, thread_id, thread_title, and a thread object. This aligns the form response event with other incoming events and gives customers more consistent context for routing, reporting, and downstream processing.

Added - JWKS URL support for EPIC

Webex Connect now provides separate production and non-production JWKS URLs for EPIC integrations. Customers can use the tenant-specific URL from the Epic Documentation when configuring the EPIC onboarding application.

Important Additional Notes

No additional notes for this release.

Changelog