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.
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Twitter allows you to exchange |
png/jpeg pictures and mp4 videos as an attachment (any other |
format will not be managed). By now, |
our integration allows to exchange or text or attachments (not both of them in the same message). |
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Stay tuned for further development! |
In order to make it work you only need to configure an Openchannel Account and to create a dedicated queue in the Openchannel Section:
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)
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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:
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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:
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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:
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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
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if you want to use our Proxy, remember to add it at the end of the row: https://chat.xcallymotion.com/api/plugins/webhook?port=3002&encoding=binary&path=/api/messages&token=yourtoken |
Debugging
All of the log files for Twitter plugin events are available at /var/log/xcally/openchannel-twitter-info.log