How can you send/receive Facebook Messages and Posts from XCALLY?
your Agents to receive the incoming messages on a special Facebook Queue and to reply from the XCALLY Motion GUI
the Customers to receive the messages via Messenger
the Customer to make a post on the Facebook page wall and the Agent to receive it as an interaction on the Omnidesktop Interface and to reply to it.
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In order to make it work you need to configure an Openchannel Account and eventually create a dedicated queue in the Openchannel Section:
Requirements
In order to configure this integration you need:
XCALLY Motion (minimum version is 2.0.83) running on the server
the XCALLY Motion Admin account
a Facebook Account and a Facebook page of which you are the Administrator
an XCALLY Motion Account on cloud.xcallymotion.com
an active OpenChannel license
open the 443 port from 52.58.43.174/32 (cloud.xcallymotion.com)
The configuration steps
Here you find the steps to follow in order to create the integration with Facebook.
On Facebook:
Create the Facebook Page on which you want to accept the interaction messages and posts (refer to the FB official documentation https://www.facebook.com/help/104002523024878)
Keep note of the Facebook page Administrator account (it will be used in the XCALLY Motion Cloud form as described below)
On XCALLY Motion:
Create a new OpenChannel account and make sure the 'Reply url' is set to https://cloud.xcallymotion.com/api/reply
Create a new account on cloud.xcallymotion.com
Login using the same facebook account that manages the facebook page you want integrate
Create a new integration on cloud.xcallymotion.com using the Facebook account created in the step before
Fill up the form and Save
Read in the following paragraphs the step-by-step explanation of all the operations mentioned above
.
XCALLY Configuration
In this section you’ll see how to install and configure the XCALLY Motion in order to let your Agents interact with Facebook users.
In this phase of the process, you need to access your XCALLY Motion as Admin.
Setup Facebook Account
Create a new Open Channel Account in your XCALLY Motion server in the Openchannel Section:
To add the new account, click on 
and then follow the instruction given on this documentation page.
Remember to insert in the Reply URL the value: https://cloud.xcallymotion.com/api/reply
When the new Account is created and saved, you can find it in the Accounts List and in the Settings tab.:
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Copy the Receive URL (just click on the clipboard button 
) in order to use it later to forward the requests to your XCALLY Motion instance.
Complete the Open Channel Account configuration (List, Disposition, Actions, etc) and add Agents to it.
Now you can create a Facebook Open Channel Queue and associate Agents/Teams (click on the buttons on the page header
)
Remember to check the Agents have proper permissions to the Open Channel module (in Staff/Agents/Permissions) in order to let them use the integrated channel:
In order to manage the attachments during the conversation, the XCALLY Motion Administrator must use an APIKey: go to the section Staff/Users/Account in the Security Suite Section
), then copy it clicking on the clipboard button
and save it to use
Setup Facebook Queue
In order to have Agents receive notifications from the Instagram Account and manage interactions, you need to configure a specific Queue.
Follow the next steps:
Create a new Open Channel Queue, as Facebook Queue.
Add Agents or Teams to the Facebook Queue.
Associate the Facebook Queue to the Facebook Account.
Please refer to this documentation to complete this phase of the process.
Generate API Key
Plug-ins, as Instagram, are connected to XCALLY Motion through the API Key.
To generate the API Key, go to the Staff section and open the User section
Select your Admin user and press on the three dots button to Edit it:
Click on the API Key Manager Icon:
Generate the API KEY, clicking on GENERATEbutton:
Save the API Key. We will need it later.
Setup the Account on XCally Motion Cloud
In order to create the Account, go to https://cloud.xcallymotion.com/#!/register
You will receive an e-mail containing the verification code: copy and paste it on the
Once the account is created, use this to log on https://cloud.xcallymotion.com/#!/login
Go to the section
Integrations and create your first integration clicking on the button Add Facebook Integration:
Now a Facebook login panel will be displayed: remember to log in as the Administrator of the page you have created before.
After logging in, select the page you want to configure the integration and press Next
Then accept the list of permissions proposed for the integration to work properly.
Finally, you will be redirected to the integration configuration page:
To configure the Integration:
select the page you want to integrate with
paste the ‘Receive URL’ value you copied before
paste the APIKey value you copied before
deselect if you want to disable FB Wall Post management (default=enabled)
And now the Integration is ready to be used!
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Using this integration with ProxyIf you want to use this integration in a Proxy environment, the OpenChannel URL must be the following: https://chat.xcallymotion.com/api/openchannel/accounts/{ID}/notify?token={TOKEN} where:
Remember to send the token and the public IP of your Motion server to the XCALLY Support Team for proxy activation. |
Verify permissions on Facebook
Go to the Facebook page you have integrated and verify if you have assigned the proper permissions to the XCALLY Motion application:
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that anytime an integration is activated on a FB page, if there are previous integrations with the same page they will be overwritten. |
Test the Integration
Now you can test the integration: ask a FB user to send a Messenger message to the Page you've integrated and the Agents you previously added to the Facebook Account will receive and manage it as a a normal Open Channel interaction.
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Some notes
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Remember that if the agents are not added to the specific Open Channel Account, they will not be able to see the interactions exchanged in this account interactions list |
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