Facebook Channel

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Facebook Integration with XCALLY

XCALLY Motion Openchannel offers the integration of Facebook Messenger & Post as a New Channel, allowing:

the Customers to interact with your Agents by sending direct messages to your Facebook Account
our Agents to receive the incoming messages on a special Facebook Queue and to reply from the XCALLY Motion GUI

The customers 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

Please consider that:

attachments on the posts are managed only from XCALLY Motion to the customers and not viceversa
the attachments generated in a conversation will be available only for 24 hours

Requirements

To configure this integration you need:

XCALLY Motion running on the server
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
The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more
open the 443 port from 52.58.43.174/32 (cloud.xcallymotion.com)

⚙️ Configuration

Here you find the steps to follow 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 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 instructions 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.:

Copy the Receive URL (just click on the clipboard button ) 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.

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, by clicking on GENERATE button:
If the API KEY has been already generated, you just need to copy it:

Save the API Key. We will need it later.

☁️ Setup the Account on XCALLY Motion Cloud

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 page https://cloud.xcallymotion.com/#!/activate

Once the account is created, use this to log on https://cloud.xcallymotion.com/#!/login

How to create the Facebook integration with the right permissions on Facebook

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)

The deletion of the list associated to an existent Openchannel account will cause the integration to show an error 404, upon verification of the Openchannel Url

And now the Integration is ready to be used!

Using this integration with Proxy

If 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:

ID is the OpenChannel Account ID
{TOKEN} is the Open Channel Account token

Remember to send the token and the public IP of your Motion server to the XCALLY Support Team for proxy activation.

Social integration permissions

Verify if you have assigned the proper permissions to the XCALLY Motion application.
Access to the Facebook Account linked to you FB page and check if Social Integration is included in the Business Integrations:

Select Settings & privacy section

image (2)-20240710-095455.jpg

Choose Settings option

In section “Your activity and permissions” click on Business integration

Check that Social Integration is correctly active

By clicking on View and Edit, you can also see which page is connected to the integration

Please consider 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.

Some notes

Note that interactions will not be forwarded to XCALLY Motion when administrator of the page posts.
Only regular facebook users with Administrator role for some page/pages will be able to create integrations.
Log out of all unrelated Facebook accounts before using Motion Cloud platform.
Facebook user should Login and grant permissions to xCALLY Motion application while creating an integration for the first time.
A user can create multiple integrations (if he/she ‘owns’ multiple pages) but only that user will be able to manage the integrations on the cloud platform.
Only one integration per Facebook page should be created. Otherwise only the lastly created integration will be functional.
Port 443 should be open for HTTP requests on the Motion server, otherwise xCALLY proxy service should be used.

🔧 Troubleshooting - API error with "reply to"

If you receive an API error like that when sending reply to Facebook (so agent’s message is not correctly sent):

Error validating access token: Session has expired on Saturday, 2-Mar-24 21:33:37 PST. The current time is Sunday, 3-Mar-24 08:05:03

it means that Facebook access token has expired. You will need to check if the Facebook account password has changed. For further information, please check this guide:

https://developers.facebook.com/docs/facebook-login/guides/%20access-tokens/debugging/

And above all you need to check your account on cloud.xcallymotion.com, because it may be necessary to reconnect it