Versions Compared

Old Version 2

changes.mady.by.user Valerio Ciotta

Saved on

compared with

New Version Current

changes.mady.by.user XCALLY Knowledge (Unlicensed)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


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.

In order to make it work you only need to configure an Openchannel Account and to create a dedicated queue in the Openchannel Section:

Image Removed

and to configure the Twitter Account
  • ;

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.




Panel
titleOn this page:

Table of Contents




Note

Please note that this integration is under development (it currently supports the exchange of Direct Messages, without any attachment)

titleFrom XCALLY Motion version 2.1.0 onwards:

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). Stay tuned for further development!



In order to make it work you need to:

  • setup a Twitter account and enable it as a "developer";
  • configure an Openchannel account;
  • create a dedicated queue in the Openchannel section:

Image Added



Setup Twitter Account



Image Added

  • Create the application (https://developer.twitter.com/en/apps). Following some new implementations of API 2.0 by TWITTER and as our integration only supports API 1.1, we recommend creating the app in the "Standalone" section.


Image Added

  1. Open Twitter App configuration
  2. Open Permissions tab and make sure that selected Access permission is Read, write, and direct messages
Image Removed


Image Added


Image Added


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 (Enable, under "Dev Environments", "Account Activity API / Sandbox" section


Image Added


Info

Remember to save Dev environment label from your Twitter application because you will need later them in order to configure the AppZone plugin.



Info
iconfalse

NOTE: More info at: 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:
Image Removed
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:

https://repository.xenialab.com/repository/plugins-legacy/twitter-plugin/twitter-plugin-v1.3.2.zip


  • 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




  • Reply URL: HTTP endpoint used to forward messages from XCALLY Motion to Twitter integration service


Note

Remember to change it if you change the Twitter integration port service (default is 3002)


  • Map Key: Contact Manager field used by the Twitter integration service to match the customer in XCALLY Motion

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:

  • Consumer Key and Consumer Secret: Consumer API keys from Twitter App configuration
  • Access Token and Access Token Secret: Access token & access token secret from Twitter App configuration

  • Webhook: HTTP endpoint that Twitter will use to notify a new message

Note

Change the default URL withURL: https://({HOSTNAME}/api/plugins/webhook?port={PORT}&encoding=binary&path=/api/messages

where:

    • {HOSTNAME}: your Motion IP address or Domain Name
    • {PORT}: chosen port for Twitter integration (default is 3002)


    • Environment: Dev environment label for Account Activity API from Twitter configuration

  • Open Channel Account


Note

The system will automatically use the chosen Map Key configuration from selected Open Channel account


  • Admin credentials


    • Port: TCP port for Twitter integration service (default is 3002)



Warning

Remember to restart the plugin after the changes!



Additional Information

Rate limits

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, 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