How to manage Telegram Messages from XCALLY

RIVEDERE SOTTO

Image Modified XCALLY Motion Open Channel offers the integration of Telegram messenger as a New Channel, allowing:

• the Customers to interact with your Agents sending direct messages to your Telegram Official Account;

• your Agents to receive the incoming messages on a special Telegram Queue and to reply from the XCALLY Motion standard GUI;

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• the Customers to receive the messages back on Telegram messenger.

Telegram Account Configuration

Follow these steps to create a Telegram service (bot) and enable its integration with XCALLY Motion:

• Access to the Telegram bots app https://t.me/botfather

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• Type /newbot to create a new bot

• Choose a name for your bot

• Choose a username for your bot. It must end in bot.

• Save the token to access the HTTP API. We will need it to setup the Telegram plugin.

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Now your Telegram service is completed!

XCALLY Configuration

In this section you’ll see how to install and configure the XCALLY Motion Telegram Plugin interface, in order to let your Agents interact with Telegram users.

Setup Open Channel Account

Below you can find the steps to create an Open Channel Account and an Open Channel Queue:

• Create a new Open Channel Account in your XCALLY Motion in the Open Channel Section:

{
	"token" : "{TOKEN}",
	"webhook": "https://{HOSTNAME}/api/plugins/webhook?port=3011&encoding=binary&path=/api/messages",
	"openChannel": {
		"id": "",
		"receiveUrl": "",
		"mapKey": ""
	},
	"authentication": {
		"username": "",
		"password": ""
	},
	"port": "3011"
}

• Complete the Open Channel account configuration (Disposition, Action, etc)

Open Channel Queue

• Create a new Open Channel 

• Queue. LINK

• Add Agents

• or Teams to the queue. LINK

Upload the Plugin to XCALLY Motion

• Download the Telegram Plugin zip file that you can find in the App Zone Page.

• Login as admin in XCALLY Motion, upload the Telegram Plugin and Install it:

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• After the upload, you will find it in the list of the uploaded App Zone Plugins. :

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• Edit this plugin clicking on the three dots

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  :  

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and select in the Sidebar field how/to whom this integration must be shown in the menu (default value: Admin Only):

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• Finally, install the Plugin:

click on Image Modified and then you find the proper command:

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and at the end the plugin will become Active Image Modified

Setup Telegram Plugin

• Configure the Plugin for Telegram by selecting Telegram integration from the list of Plugins:

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• Insert BOT Token (the one you obtained in previous steps)

• Select your Open Channel account from the list (as created in the previous step)

• Insert the admin username and password 

• Update the Webhook inserting your server name

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• After saving the changes, remember to Restart the Plugin: click on 

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   and you'll find the proper command

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Now you can test the communication between the Telegram users (who will write messages to the Telegram Bot you created) and your Agents (who will interact from the XCALLY Omnidesktop Interface)!

Additional Information

Configuring your firewall

If your XCALLY service is hosted behind a firewall then please make sure that the HTTPS port is able to accept incoming requests from Telegram webhook server.

A few suggestions in this regard:

• Try to find the IP address for Telegram server, that is sending webhook requests to XCALLY, using your preferable network analysis tool.

• Add the rule to allow incoming traffic from Telegram IP address, on Port 443, in your firewall policy.

-- OR --

Modify the file /etc/sysconfig/iptables and add the following line:

-A INPUT -s 0.0.0.0/0 -p tcp --dport 443 -j ACCEPT

Disclaimer: This method will open port 443 of your XCALLY server for all IP addresses.

-- OR --

Accordingly to the following link https://core.telegram.org/bots/webhooks you can open just the following TCP ports from the specified networks:

149.154.160.0/20

and

91.108.4.0/22

on port 443, 80, 88, or 8443.

Debugging/Troubleshooting

All of the log files for Telegram Messenger plugin events are available at /var/log/xcally/ directory under openchannel-line- naming convention.

Telegram Interaction

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