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What are the WhatsApp Accounts?

 With XCALLY Motion you can share a single WhatsApp account among several Agents.

XCALLY Motion offers a web client WhatsApp Account specific for Customer Care needs, where the Agents share all information. What you need to do is just to configure:

  • the Solution Provider account (Twilio/SinchV2/Meta/Kaleyra)

  • the Motion WhatsApp Connector account

  • the WhatsApp Connector Queue

and manage WhatsApp messages exchange using XCALLY Motion, directly with Omnidesktop interface.

Remember to add the Agents to the WhatsApp Account in order to let them manage the interactions through the channel.

WhatsApp Accounts Section

In this Section you can add New WhatsApp Accounts and manage the existing ones.

Add a New WhatsApp Account

Click on to add a New WhatsApp Account and fill the requested values: 

  • Name: the name of the WhatsApp account

  • Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs (In Key you must insert a five alphanumeric characters code. You can choose any code you want, but remember that it must be unique for each of the WhatsApp accounts you’ll create).

  • List: the default List where the new WhatsApp contacts will be saved in the Contacts Manager, if it is not already there

  • Proxy or Motion Domain: by default your actual motion domain port 443 is inserted in this field.

About Proxy: in order to use this type of configuration please contact XCALLY Team at support@xcally.com

  • Type: choose from the list one of the available provider types and enter the values referring to the chosen Type:

    • TWILIO: Account SID and Authorization Token (information can be retrieved from Twilio Platform)

    • SINCH V2: Base URL, SINCH Project ID, SINCH App ID, SINCH Key ID, SINCH Key Secret Value (information can be retrieved from Sinch Platform)

    • META: Account SID, Authorization Token, AppId, Phone number Id (information can be retrieved from Meta Account)

    • KALEYRA: Base URL, WhatsApp Business Account Id, Account SID, API Key (information can be retrieved from Kaleyra Account)

  • Phone: the solution provider phone number with prefix

  • Description: insert here a description (optional)


At the end click on Add WhatsApp Account


Edit/Modify a WhatsApp Account

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

  • Edit the WhatsApp Account

  • Go to Interactions

  • Add Agent to WhatsApp Account 

  • Delete WhatsApp Account


Editing an WhatsApp Account you have a list of Sections:


Settings

General

In this section you can edit, retrieve and change the values inserted when adding the WhatsApp Account.

WA provider common parameters:

  • Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483. 

  • Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483. 

  • Receive URL is the auto-generated API URL: this value must be copied and pasted in the WhatsApp Solution Provider Setup.

The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on. On Notification section you can:

  • enable/disable the notification sound 

  • enable/disable the notification shake effect

  • define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables)

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).

If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on and then Transfer

Advanced

Proxy

In this section you can change the Motion Domain and retrieve the Proxy token (auto generated and impossible to change):

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 the new field Pause to use if mandatory disposition is enabled will be displayed: click on the field to view all the available pauses and select one

Recontact Template

image-20240506-132812.png

If you use Meta or Kaleyra accounts, you need to indicate the Recontact Template, so the template already approved that agents can send to customers after service window expiration of 24h.

Dispositions

image-20240506-133203.png

The Dispositions created here will be available when the Agent disposes an interaction coming from this account

See 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.

Click on  to find a specific item from the list:

or click on  to add a new one:

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

General (marked by a icon) and Local (specific for Account and marked by the Channel type icon) Canned Answers will be available in a blended list when editing messages in the Agent interface.

Actions - Define Whatsapp Routing

In this section you should define the Actions for the WhatsApp account to be executed by adding applications, working rules and intervals.
So when a new Whatsapp interaction arrives, it follows actions inserted here:

image-20240125-142950.png

Applications List

Applications will be executed in the Action flow in the order they are placed in the list.

Application

Description

Parameters

Other information

Agent

Sends a notification to a specific Agent
- Agent name (from list)
- Agent timeout: Time in sec for waiting the Agent to accept the interaction. When time is expired, the next application will be executed
A specific agent is contacted and routing stops for the inserted timeout seconds.
The agent is notified every X seconds (depending on the configuration entered). If timeout expires, the next application is executed

Auto Reply

Sends an automatic reply
- Number of times per interaction:
One time: the action will be performed only once and then not for the rest of the interaction
Always: the action will be performed each time a message arrives 
First Message: the action will be performed only on the first message, so if the message is not the one that starts the conversation, the auto reply is not sent
- Reply Type (available only for email Channel)
- Text of the autoreply message
Scenario
Action Flow created in this way:
1. BOT ➡️ 2. Auto Reply ➡️ 3. Queue

- First message will not be sent because before there is a bot
- One time auto reply will be sent once even if there is a bot
If the agent does not reply, interaction is not closed and the routing starts again from first action, with one time option the auto reply message is not sent again.

Close

Closes the interaction
- Disposition

 

GoToIf

Jumps to an action in the flow according to the condition set
- Condition (variable or value)
- True Priority (action in the list to execute if the condition is satisfied)
- False Priority (action in the list to execute if the condition is not satisfied)

 

GotoP

Jumps to an action in the flow choosing the priority you want
- Priority (action in the list to execute)

 

Noop

Writes information in a log file (for debugging purpose)
- Value

 

Queue

Sends a notification to a specific Queue
- Queue (from list)
- Timeout: Time in sec for waiting the Agents in the Queue to accept the interaction. When time is expired, the next application will be executed
You associate agents to queue based on skills. When a new interaction arrives, it moves to queue depending on chosen strategy (Beepall all / RR Memory)

System

Executes a unix command or script

 

- Command (unix command or script to be executed)
- Variable (optional: where to store the command/script result)
System Application is very useful when you need to:
- get information from a source external to XCALLY Motion (e.g. DB tables, CRM, other)
- provide XCALLY Motion interaction information to external applications

Tag

Add a selected tag to the interactions
- Tag list

 

AI Bot Enabler:

Enabling on license the add-on AI it is possible to use Artificial Intelligence tools, and in such case DialogFlowV2 and Amazon Lex options would also be visible among the dialplan applications

Interactions

In this section you can find the list of the WhatsApp interactions occurred on the 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.

Interactions log files

Interactions history is saved in files which are specific per channel. 

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

Now do the following:

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

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

2. Select or insert the Value

3. Add the Condition (click on )

To add more than one condition, 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 list, you can select one or many whatsapp 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 ):

On the single interaction, the Supervisor can use the three dots command menu  in order to:

 

  • 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)

  • Download a zip file containing the transcript of the interaction

  • Delete the interaction

Add Agent to WhatsApp Account

On the WhatsApp Accounts list you can add Agents in two ways:

  • select the WhatsApp Account from the List, click on  and choose the menu entry Add Agent to WhatsApp Account:

  • edit the WhatsApp Account and than click on the add menu button:

and choose the agents names from the list:

If the agents are not added to the WhatsApp Account, they will not be able to see the interactions exchanged in the account interactions list.
Remember to add the selected Agents to any new Account you create!

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