Open Channel Setup
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Overview
XCALLY Motion Open Channel allows you to integrate your preferred communication platforms in just a few steps. This feature lets you manage customer interactions from custom or third-party channel directly within the same XCALLY OmniDesktop Interface used for all other interactions.
You can configure various Open Channels such as Facebook, X (formerly Twitter), Instagram, ensuring a unified and seamless customer service experience.
The X channel is available only upon request.
Activation requires access to external paid APIs and may involve additional costs, as determined by the “X” service provider.
The sections related to Open Channel are:
Queues: where you configure queues dedicated to Open Channel conversations, manage routing rules, and assign teams of agents.
Accounts: where you enter all the necessary details to enable sending and receiving Open Channel messages.
Realtime: a real-time monitoring board displaying ongoing Open Channel activity.
Triggers: where you configure automation rules for the Open Channel application.
Plugins: where you can upload plugins to add a new Open Channels, choosing one of the existing plugins (i.e. Telegram, Instagram) or developing your own custom plugin.
How it works
XCALLY Motion provides all the essential tools to send and receive messages through an Open Channel account.
Some integrations are ready-to-use, allowing you to get started quickly by simply following our documentation. These pre-built options reduce the development effort and make it easy to connect popular external channels to your OmniDesktop Interface.
To enable custom integrations, you need to implement a web service that handles the message exchange between the XCALLY Motion server and your preferred external channel.
Please note: A basic understanding of programming is required to develop the custom web service. You are free to use any programming language of your choice for the implementation.
Sending Messages
To send a message from an Open Channel account, you must configure the Reply URL of the Open Channel according to the logic of your web service.
Whenever an agent sends a message or replies via the Open Channel, XCALLY Motion will send an HTTP POST request to the configured Reply URL, including the message content and contact information in the payload.
Receiving Messages
Receiving messages on an Open Channel account is done by sending an HTTP POST request to the account’s Receive URL.
XCALLY provides a specific API for this purpose. The Receive URL is automatically generated for each Open Channel account and is available in the Settings section of the account.
The POST request must include certain mandatory parameters, with additional optional parameters depending on your integration requirements.
This setup enables seamless two-way communication between XCALLY and your custom or third-party messaging platform.
Open Channel sections
Open Channel Applications