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:

and to configure the Twitter Account.

On this page:

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

Setup Twitter Account

Apply for Developer Account (https://developer.twitter.com/en/apply-for-access)
Create the application (https://developer.twitter.com/en/apps)
Allow your Twitter application to Read, write, and direct messages access type (https://developer.twitter.com/en/docs/basics/authentication/overview/application-permission-model.html):
1. Open Twitter App configuration
2. Open Permissions tab and make sure that selected Access permission is Read, write, and direct messages

Generate Access token & access token secret for your Twitter App (https://developer.twitter.com/en/docs/basics/authentication/guides/access-tokens.html)

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 (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:

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

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

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 Change the default URL with: {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 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)

Remember to restart the plugin after the changes!

Additional Information

Rate limits

Read rate limits guidelines provided by Twitter

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

Contact XCALLY Team at support@xcally.com if you want to use our Proxy

Debugging

All of the log files for Twitter plugin events are available at /var/log/xcally/openchannel-twitter-info.log