Tenant Configuration Best Practices

Here are some of the best practices you can follow when starting your journey with Webex Connect platform:

• Configure the Tenant TimeZone and Date Format Settings for your tenant

• Follow the ‘Principle of Least Privilege’ and leverage role-based access control (RBAC) to limit user access to relevant features and capabilities

• Provide the ability to 'Decrypt Logs' only to users who are authorised to access personally identifiable and other sensitive customer data

• Use a separate service (i.e., a named workspace) for handling each of your customer interactions/journeys instead of using a single service for all your flows.

• Use Service Locking Feature to avoid unintended/accidental changes to your flows

• If you want to set up dedicated workspaces for different teams within your organization, use the Clients, Groups, and Teams feature. Familiarize yourselves with the access restrictions that apply to various assets and features when you segregate users across Groups and Teams.

• Follow communication best practices, such as:

  • Contact Policy Module to store customer consent information for various communication purposes
  • Managing Email Unsubscribes to add an unsubscribe URL to the emails sent via Webex Connect platform.
  • Handling customer unsubscribes / STOP responses over SMS with Reserved Keywords, etc to opt out the SMS subscription.
    The default retention period for email bounce list is 7 days for email via AWS SES. To change the retention period (we support 1-365 days), reach out to Webex CPaaS Tech Support or your Account Manager.

• You can access your Webex Connect account from any standard web browser simply by typing in the URL (provided by the account manager). However, we recommend using the latest versions of Google Chrome, Firefox, and Safari for the best experience.