Product Update - v6.7.0, August 2024

Webex Connect v6.7.0 release brings multiple new capabilities to help you continue delivering seamless customer experiences. Here’s a list of the key updates and enhancements that are a part of this release:

Summary

• Watchtower Monitoring Dashboards for Integrations
• Encrypt Incoming Attachments using Webex Encryption Services
• Usage Report Enhancements
• Push, In-App Messaging, and Live Chat-related enhancements
• Ability to configure access levels for HelpDesk users
• Enforcing E.164 format for destination numbers in Call patch and Call transfer nodes
• Granular reporting for Email bounces
• Ability to update the retention period for Bounce Email IDs within Tenant Settings section (applicable for Emails sent via AWS SES route)
• Status Summary of compliance with Email Best practices
• Provision to enable local storage for WhatsApp Cloud API
• Ability to configure Smartlinks for link redirection to the SMS app on Android phones
• Handling of Bot/Automated Click Events on Smart Links and Shortened Links

Please refer to the details below to learn about all the changes and enhancements.

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Release Date

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

Details

Added - Watchtower Monitoring Dashboards for Integrations

We are adding new dashboards to Watchtower monitoring module to enable you to identify and probe errors related to integrations configured using Webex Connect pre-built and custom integration nodes, inbound webhooks, outbound webhooks, and custom event APIs. The dashboards will also provide insights into the counts of failures and the reasons behind the failures. This feature is in Controlled Beta mode currently. Please reach out to your account manager to have it enabled for your tenant.
This apart, the Rejected Transactions stats are now bifurcated into two parts – a. rejections due to Volume Limits, and b. rejections due to TPS Limits in the Watch Tower Throughput Utilization Dashboard.

For more information, refer to the Watch Tower Documentation (v6.7.0).

Added – Encrypt Incoming Attachments using Webex Encryption Services

In this release, we have added the ability to encrypt the incoming attachments using Webex Encryption Keys. The feature is in controlled mode, and will be available only for Webex Contact Center, and Contact Center Enterprise linked Webex Connect tenants when enabled based on request. It will be enabled by default for new contact center-linked Webex Connect tenants. The feature encrypts the incoming attachment at rest and in transit (from Webex Connect to other systems) and has an impact on the attachment URLs used in Export logs, Logbooks, Outbound Webhooks, and Data Streams. You will have to decrypt these attachments using Webex Encryption Services to access the content. Please refer to the documentation for detailed information on changes related to this enhancement.

Changed – Usage Report Enhancements

We have made enhancements to the usage report that can be exported from the ‘Usage’ section of the platform UI.

Here are the details:

• A new sheet ‘Voice Ports’ has been added to the XLSX Usage Report. This sheet contains the details such as number of inbound ports provisioned, number of outbound ports provisioned, and the maximum inbound, and outbound ports provisioned within the concerned month.
• A new column “TTS (billable)“ has been added to the “TTS STT & Recordings” sheet.
• This apart, two new fields i.e., ‘integration_id’ and ‘integration_name’ have been added to ‘PrebuiltIntegration’ sheet. Further, existing fields i.e, ‘Name', ‘integration_id’ have been renamed to ‘node_name’ and ‘node_id’ respectively.
  These changes will be applied to the first usage report that will be generated after v6.7.0 has been released in your region.

For more information, refer to the Usage Reports Documentation (v6.7.0).

Added – Push, In-App Messaging, and Live Chat-related enhancements

We are releasing the following SDK versions as part of Webex Connect v6.7.0 release:

• Android v2.20.3
• JavaScript SDK v1.6.0

Here’s a summary of the changes:

• We are releasing an updated version of our Android SDK. This version is compatible with Android 15 and is recommended to be used going forward.
• In the JavaScript SDK, we have introduced the option to allow registrations of multiple users (i.e., end consumers) from the same app on the same device.
  Proactive removal of inactive app profiles from the monthly addressable devices list:
• As part of this release, we have added support for proactively removing the profiles of users who have not been active for more than a month from the Monthly Addressable Devices (MADs) list. With this, such profiles will not be included in MAD counts in the monthly usage report. This feature is currently limited to JavaScript SDK. For more information, please refer our documentation.

For more information, refer to the SDK Release Note documentation (v6.7.0 set).

Changed – Ability to configure access levels for HelpDesk users

With this release, Tenant Owners will be able to restrict Help Desk users' access to “Read Only” role and enable or disable 'Decryption Access' if and when needed. These controls will be available as part of the Help Desk section within Tenant Settings page.

For more information, refer to the Tenant Configuration Documentation (v6.7.0 set).

Added – Enforcing E.164 format for destination numbers in Call Patch and Call Transfer nodes

With this release, we have made the E.164 format mandatory for destination numbers in Call Patch and Call Transfer nodes. If the destination number is not in E.164, the node will exit through Error and the debug logs will also reflect the same. Currently the node exits from onNoAnswer edge of the Call Patch and Call Transfer nodes.

For more information, refer to the Call Patch and Call Transfer node documentation (v6.7.0 set).

Added – Granular reporting for Email bounces

We’ll now provide granular information about the reason behind email bounces within the “Messages Bounced and Email Complaints“ card in Reports. This applies to emails sent via the AWS SES route. These details will be available for the bounces observed after v6.7.0 is deployed in your region.

For more information, refer to the Reports documentation (v6.7.0 set).

Added – Ability to update the retention period for Bounce Email IDs within Tenant Settings section (applicable for Emails sent via AWS SES route)

With this release, we’ve added the option for Tenant Owners to update the retention period (in days) for email bounce list from within Tenant Settings section in your tenant. For example, if the retention period is set to 10 days, an email address added to the bounce list after the first email bounce, will stay in the list for 10 days, and after that, it will be deleted. When an email is in the bounce list, any attempt to send email to that email address will be failed at the Webex Connect itself. This helps ensure that your email sender reputation isn’t impacted due to emails being triggered to unreachable i.e., often invalid destinations. The default value is 7 days, however, it can be changed to any value between 1 and 365 days. This is a tenant level setting and applies uniformly to all email app assets (that use AWS SES as the route) across groups and teams. If you change the retention period, the new retention period applies to email ids added after making the change.

For more information, refer to the Tenant Configuration Documentation (v6.7.0 set).

Added – Status Summary of compliance with Email Best practices

To help you know whether your email assets are in compliance with the email deliverability best practices, we’ve added within the Email App Asset Management page a Compliance Summary section, followed by individual sections showing the details for each of the best practices, namely, SPF (Sender Policy Framework) Authentication, DMARC Policy Settings, and Dedicated IPs, if configured.

For more information, refer to the Email documentation (v6.7.0 set).

Added – Provision to enable local storage for WhatsApp Cloud API

To enable Webex Connectusers to utilise the localised storage capability offered by WhatsApp Cloud API, we have added an option to specify the preferred country for persisting message content at WhatsApp’s end, instead of using WhatsApp’s default storage based in the US. This option is available for both existing and new WhatsApp assets onboarded using <.

For more information, refer to the WhatsApp documentation (v6.7.0 set).

Added - Ability to configure Smartlinks for link redirection to the SMS app on Android phones

We’ve updated the Smartlink configuration interface to allow configuration of links that can be used for redirecting users from the Smartlink to the SMS app on Android phones. Refer documentation for information about the URL format for using this feature.

Changed - Handling of Bot/Automated Click Events on Smart Links and Shortened Links

We’ve made some enhancements to identify bot/automated clicks that are generated when the app receiving the message with a link tries to access the link for displaying a preview. As such click events aren’t representative of clicks done by the message recipients, we will ignore such events going forward wherever we are able to identify them. You may see a dip in the click events reported under the Total Clicks column on the Smart Links listing page. Also, such clicks will not longer be reported for Shortened Links as part of Debug Console and Outbound Webhooks.

Important Additional Notes

We've made some enhancements to the email notifications for keeping you updated about the status of 10DLC Brands and Campaigns registrations. With this release, these notifications will be sent to the user who has initiated the registration, the tenant owners, and the support email address provided during the brand creation/registration. Also, the emails will now be sent using webexconnect.io email domain.

Changelog