XCALLY MOTION Open Channel allows you to interact with your customers using potentially any channel.

You can interact with a chat, messaging system, video or any other application: in fact, a received interaction can be routed inside a queue and the agents belonging to it can reply to messages through the Motion OmniDesktop interface.

Build your own Channel service

In this section you find how to build your own Open Channels.

Follow the next steps to learn:

• how to receive messages from Motion to your Open Channel service

• how to send messages to Motion from your Open Channel service

Receive messages from Motion

The API URL that Motion application uses to send a message is decided by you and it's written in Reply URL parameter.

The HTTP POST method must be used.

Example

If you create a PHP file to handle the communication between XCALLY Motion and your desired service, remember that you can't access directly in $_POST but you need to add the following row in your code:

$_POST = json_decode(file_get_contents('php://input'), true);

The system will request your API endpoint adding the following parameter in the body request:

PARAMETER

DESCRIPTION

body

Text of the message sent by Motion

Contact

CM Contact details:

• firstName

• lastName

• tags

• street

• postalCode

• city

• country

• deteOfBirth

• description

• phone

• mobile

• fax

• email

• url

• facebook

• twitter

AttachmentId

Attachment id (attachment filename is written in the body parameter)

Download attachments from Motion

If the message contains an attachment (AttachmentId parameter is different by NULL) you can download the file using the following API:

https://YourMotionIpAddress/apidoc/#api-Attachments-download

Send messages to Motion

The API URL is auto-generated when you create a new Open Channel account and you can retrieve it from Settings tab.

The HTTP POST method must be used.

In the following table you can find the default parameters that you can use in the body of the request:

PARAMETER

DESCRIPTION

from

mandatory Customer Identifier (this paramenter will be use for contact search by the system)

body

mandatory Text of the message

mapKey

AttachmentId

Attachment id

In addition to default parameters, you can insert Contact fields as extra parameters in body request:

• firstName

• lastName

• tags

• street

• postalCode

• city

• country

• deteOfBirth

• description

• phone

• mobile

• fax

• email

• url

• facebook

• twitter
  

For each message sent to Motion, the system will search the contact in the Contact Manager List and associate it to the Open Channel interaction. If the contact is not found, the system will create a new contact in the selected Contact Manager list, having the following properties:

• Contact field value written in mapKey is equal to from request parameter

• Contact firstName is equal to from request parameter

• Contact phone is equal to from request parameter

• All extra parameters (Contact field) written in the request will be set in the new Contact

Upload attachments to Motion

In order to upload a file, you need to use the following API:

https://YourMotionIpAddress/apidoc/#api-Attachments-create

As response body, the system will return the object just created and you can use the property id in the body of the request for creating a new Open Channel message.

Open Channel Accounts

In the Open Channel Accounts section, you can create, edit or delete Open Channel Accounts. This step is mandatory for configuring a new channel.

In the accounts list view, filter, delete (one or many accounts) and export the list in CSV format. 

Create a new Account

Use the New Account button and insert the following information:

• Name

• Reply URL (HTTP endpoint that Motion will use to send a new message). If the Reply URL is empty, the Agent will not be able to create interactions or to reply to them (the text area is disabled).

• List name (choose one) 

You can also add an optional description and at the end confirm creation.

Edit/Modify Accounts

When the Account is created you can edit it and change the configuration parameters.

On the Open Channel Accounts list click on  related to the one you want to edit/modify in order to:

• Edit the OC Account

• Go to Interactions list for the Account 

• Add Agent to OC Account

• Delete OC Account

Settings

In the Settings Section you can see and change all the information you inserted during the account creation.

Moreover, you have the Receive URL field that you will use (you can copy it clicking on the button on the left of the pathname) in the configuration later: it is the auto-generated API URL you need to use to receive the messages inside your Open Channel from your external application (POST method must be used).

General

You can assign a field contained in the list as a Map Key and describe it: when you start an interaction addressing any member of the list using this open channel account, the value you insert as interaction receiver will be searched in this field in the CM.

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

Advanced

If you want to use proxy to access the open channel service from an application, you can use the token written in this section:

For any further information, please contact XCALLY Team at support@xcally.com.

Disposition

Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO). 

When you enable this feature a new field will be displayed: click on the field to view all the available pauses and select one.

Dispositions

Check here How to Manage Dispositions.

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Account.

You can find a specific item from the list or add a new one.

Canned Answers can be deleted or edited and modified: click on   and choose the command you want to start: 

Actions

In this section you can define the applications that will be executed when there is an incoming message in the Open channel account: 

Drag and drop the application you want to add and edit it clicking on the bar to show the command menu:

and insert your configuration parameters and intervals. 

You can, for example:

• route the incoming message to a particular agent (application Agent)

• set an automatic answer to a message (application Auto Reply)

• queue an incoming message in a particular Open Channel queue (Application Queue)

• skip to another application (Application Gotop)

• conditional skip to another application (Application Gotoif)

• add a log for debugging (Application Noop)

• close the interaction (Application Close)

Interactions

This section shows the list of all interactions occurred for the specific channel Account:

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the  button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the following form:

• Select the Field (scroll the list of all the available search fields)

• Select the Operator among those available (eg.: equals, contains, starts with, and so on)

• Select or insert the Value

• Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete all the conditions set at once.

On this form it is possible to:

• modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

The Supervisor can activate the three dots command menu  on a single interaction:

The commands available here operate as follows:

• Spy the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents), like in the following example:

• Download with Attachments downloads a zip file containing all the messages (text messages and attachments) exchanged in the interaction 

• Download without Attachments downloads a zip file containing all the messages (just text messages without the attachments) exchanged in the interaction

• Delete Interaction permanently (a confirmation is required)

Add Agent to Open Channel Account

In order to enable Agents to see the interactions exchanged in a specific Account, Agents must be added to the Account.

It’s possible to add Agents in two ways:

• From the Openchannel Accounts section, select the OC Account, click on  and choose Add Agent to Openchannel Account:

• From the Openchannel Accounts section, select the OC Account, click on  and choose Edit Openchannel Account. Then click on the red button on the top right:

• In both ways, you must select the agents from the list: