← Back to Dashboard
JAMSHelp Center

Webex

Deliver JAMS Incident Management alerts straight into Webex. Alerts arrive as cards with Acknowledge and Escalate buttons, and because each responder links their own Webex account, acknowledgements are attributed by name.

Plan availability: Webex alerts are included on every plan, including Free, and are never counted against an allowance — the same as Teams and Slack. See Plans & Billing.

Webex is both a notification channel (pickable per recipient, alongside email, SMS, call, push, Teams and Slack) and a target (you can post to a whole Webex space instead of an individual). Its status page is /integrations/webex.

What you'll get

  • A flow fires → linked responders get a card in their 1:1 space with the JAMS Incident Management bot, or the alert posts to a Webex space you chose
  • The card shows the alert and an Acknowledge button (plus Escalate when there's a next rung in the escalation policy, and a View Log button when a job log is attached)
  • Pressing Acknowledge stops the escalation and the card changes in place to "✅ Acknowledged by [name] via Webex", with its buttons removed
  • Acknowledging on any other channel (a phone call, an SMS reply, the dashboard) updates the Webex card the same way — so nobody acts on an alert someone else already took
  • A remediation button (Restart, Continue, Cancel…) also replies in the card's thread with the outcome, e.g. "The restart was accepted by JAMS"

Alerts with a graph (Grafana) are the one exception: Webex can't edit a card that contains an image, so for those the "Acknowledged by…" line is posted as a reply under the card instead.

What you'll need

  1. A Webex account for each responder.
  2. Nothing to install. Unlike Slack, there's no app to add to your Webex organization — the JAMS Incident Management bot is a single Webex identity anyone can message.
  3. If your organization restricts bots: some Webex administrators block bots, or only allow approved ones, in Control Hub. If yours does, ask them to allow the bot address shown on /integrations/webex before anyone connects.

If the /integrations/webex page shows "The Webex bot isn't configured on this environment yet," contact support.

Step 1 — Each responder links their own account

The easy way:

  1. Open Settings → Webex and click Send me a connect link in Webex. (If you sign in to Webex with a different email, choose Use a different Webex email first.)
  2. In Webex, open the new message from the JAMS Incident Management bot and tap Connect to JAMS Incident Management. Sign in if asked. The link is valid for 15 minutes.

Two other ways that work too:

  • Mention the bot in a space it's in. If you aren't connected yet, it sends you the Connect link in a private message.
  • Message the bot directly. In Webex choose + → Send a direct message — not "Create a space", which makes a room the bot isn't in — enter the bot address shown on Settings, and say hi.

Once linked, people appear under Linked users on /integrations/webex. An admin can Revoke anyone's link there, and anyone can disconnect themselves from Settings.

Why this matters: signing in is what ties a Webex identity to your organization in JAMS Incident Management. A responder who hasn't linked still gets your other channels (call/SMS/email/push/WhatsApp), just not Webex.

Using Webex in a flow

As a per-recipient channel

Anywhere you pick channels for a recipient, Webex is one of the options:

Pick Webex for a User or Group recipient and each linked person gets the alert card when the flow fires.

As a space target (post to a whole Webex space)

  1. In Webex, add the bot to the space (by its bot address).
  2. If you have already linked your account (Step 1), the space is registered straight away and the bot says so. Otherwise the bot posts a Register this space button — an admin taps it and signs in.
  3. In a flow or an integration's recipient picker, choose it from Webex Spaces (post to space).

Anyone in the space can press the card's buttons. To stop offering a space, remove it on /integrations/webex, or remove the bot from the space.

Space posts are independent of the per-user channel checkboxes, exactly like Teams and Slack channel posts: they deliver to the space regardless of which "Channels to use" boxes are ticked.

Troubleshooting

SymptomLikely causeFix
"The Webex bot isn't configured on this environment yet"The bot isn't provisioned for your environmentContact support.
"Button presses aren't reaching us yet" on the status pageWebex paused delivery to us after errorsThis normally recovers within the hour; contact support if it persists.
A responder gets calls/SMS but no Webex cardThey haven't linked their Webex accountHave them use Settings → Webex (Step 1); check Linked users.
"We couldn't find a Webex account for …" on SettingsTheir Webex account uses a different emailChoose Use a different Webex email and enter the one they sign in to Webex with.
Said hi to the bot but nothing came backThe message went to a space named after the bot, not a direct messageUse Send me a connect link on Settings instead, or start a direct message.
Messaging the bot gives an error, or it can't be added to a spaceYour Webex organization blocks or restricts botsYour Webex administrator allows the bot address in Control Hub.
No Webex Spaces option in a recipient pickerNo space is registered yetAdd the bot to a space (and register it if asked), then reload the form.
The Register this space link has expiredLinks last 15 minutes@mention the bot in the space to get a fresh one.

What's next