How can you send/receive Twitter messages from XCALLY?
XCALLY Motion Openchannel offers the integration of Twitter as a New Channel, allowing:
- the Customers to interact with your Agents sending direct messages to your Twitter Account;
- your Agents to receive the incoming messages on a special Twitter Queue and to reply from the XCALLY Motion standard GUI;
- the Customers to receive the messages back on Twitter;
or:
- the Customer to post short messages (tweets) for anyone who follows you on your Twitter page;
- the Agent to receive it as a interaction on the Omnidesktop Interface and to reply to it.
| Note |
|---|
Twitter allows you to exchange only png/jpeg pictures and mp4 videos as attachment (any other type of attachment will not be managed). By now, the integration allows to exchange or text or attachments (not both of them in the same message). |
| Panel | ||
|---|---|---|
| ||
|
In order to make it work you only need to configure an Openchannel Account and to create a dedicated queue in the Openchannel Section:
| Panel | ||
|---|---|---|
| ||
|
Setup Twitter Account
- Apply for Developer Account (https://developer.twitter.com/en/apply-for-access)
- Create the application (https://developer.twitter.com/en/apps)
- Allow your Twitter application to Read, write, and direct messages access type (https://developer.twitter.com/en/docs/basics/authentication/overview/application-permission-model.html):
- Open Twitter App configuration
- Open Permissions tab and make sure that selected Access permission is Read, write, and direct messages
- Generate Access token & access token secret for your Twitter App (https://developer.twitter.com/en/docs/basics/authentication/guides/access-tokens.html)
| Info |
|---|
Remember to save keys, secret keys and access tokens from your Twitter application because you will need later them in order to configure the AppZone plugin. |
- Get Account Activity API access (https://developer.twitter.com/en/docs/accounts-and-users/subscribe-account-activity/guides/getting-started-with-webhooks).
Below you can find an example of Dev environment:
| Info |
|---|
Remember to save Dev environment label from your Twitter application because you will need later them in order to configure the AppZone plugin. |
Setup the Open Channel Account on XCALLY Motion
- Download and install the Twitter Plugin you find in the App Zone Page
- Create a new Open Channel Account in your XCALLY Motion server in the Openchannel Section:
and add the Agents you want to interact through this channel to it.
Make sure you set up the Open Channel Account correctly:
| 1 |  |
|
Complete the Open Channel account configuration (Disposition, Action, etc);
- Create a new Open Channel Queue:
and the Add Agents to it;
- Configure the Plugin for Twitter Integration panel:
|
| ||
|
| ||
|
| ||
|
| ||
|
|
| Warning |
|---|
Remember to restart the plugin after the changes! |
Additional Information
Rate limits
- Read rate limits guidelines provided by Twitter
Network and Security guidelines
- Read security guidelines provided by Twitter
Be sure that your XCALLY Motion server can be reached by Twitter Webhook system on TCP port 443
Info Contact XCALLY Team at support@xcally.com if you want to use our Proxy
Debugging
All of the log files for Twitter plugin events are available at /var/log/xcally/openchannel-twitter-info.log