Open Channel Accounts

Overview

XCALLY Motion Open Channel enables you to interact with your customers through virtually any communication channel:

1. Create an Open Channel Account for your chosen channel.

2. Configure a dedicated Queue for that account.

3. Route customer interactions to the Queue.

4. Agents in the Queue can manage these interactions in the XCALLY OmniDesktop interface.
   
   

In the Accounts section, under the Open Channel menu, you can add new Accounts and manage the existing ones.
From the accounts list view, you can filter results, delete one or multiple accounts, and export the list in CSV format.

Create an Open Channel Account

You can create a new Open Channel account, by clicking on Add and indicate:

Open

• Name: the name of the Open Channel account

• Key: a short name (5 char maximum) that will be shown on the Agents Tabs

• Reply URL: the HTTP endpoint that Motion will use to send a new message. If the Reply URL is empty, the Agent will not be able to create interactions or to reply to them (the text area is disabled).

• List: the List where the new contacts will be saved in the Contacts Manager

• Description: an optional description of your Account

3. Click on Add Open Channel Account

Once created, the new Open Channel account appears in the Open Channel account list.

Clicking the three dots button (⋮) next to the account, you can:

• Edit the Open Channel Account

• Go to Interactions list

• Go to Realtime view

• Associate Agents to the Open Channel Account

• Delete the Open Channel Account

Edit an Open Channel Account

To edit the Open Channel account:

1. Go to the Open Channel list.

2. Locate the account you want to edit (you can use the search box to filter the list).

3. Click the three dots button (⋮) next to the account to display the menu with available actions.

4. Select Edit

5. Modify the settings of interest

6. Click the SAVE button located at the top-right corner of the web interface to confirm changes.
   
   

Settings

• Map Key: when you start an interaction addressing any member of the list using this open channel account, the value you insert as interaction receiver will be searched in this field in the CM.

• Receive URL: an auto-generated API endpoint used to receive messages in your Open Channel from an external application.

  • You can copy the URL by clicking the button to the left of the pathname.

  • This URL must be used with the POST method when sending messages from your external application.

Notification

Under Settings → Notification you can customize the new interaction notification to display key details to the Agent.

Specifically, you can:

• Enable or disable the notification sound

• Enable or disable the notification shake effect

• Customize the notification content and style in the Template section, where you can define which interaction details to display using XCALLY Motion variables (e.g. account, queue, contact)

Transfer

Advanced

Proxy

In the Advanced → Proxy section, you can retrieve the Proxy Token.

The token is auto-generated and cannot be changed.

Disposition

Enable the Mandatory Disposition feature if you want Agents to be required to apply a disposition (i.e., categorize or label the interaction) before completing the management of an interaction.

When this feature is enabled, you can also choose to automatically set the Agent's status to Pause during the disposition process.

Tools

Open

 

 

FROM VERSION 3.40.0

In tools section, you can enable an XCALLY AI Agent Assistant.

You must select an Assistant from the dropdown menu.

• This option is available only if the Assistant feature is enabled in your license.

• Once selected, when a textual conversation starts, agents can get support using the virtual Assistant to find answers.

FROM VERSION 3.42.0

If your license includes the Real-Time Translation add-on, you can enable it by selecting a supported cloud provider from the dropdown menu.

• If AWS is selected, you must also choose the AWS region.

• Once enabled, the system allows agents to translate chat messages in real time, facilitating multilingual conversations.

 

Dispositions

On dispositions tab of an account, you can configure dispositions (1st, 2nd, 3rd level) specific for the selected account.

Explore documentation about how to create and manage dispositions specific for accounts

Canned Answers

A canned answer is a predefined text response that agents can use to quickly reply to customers during interactions.

By editing an account, on Canned Answer tab it’s possible to define canned answers specific for the desired account Explore documentation about how to create canned answers for specific accounts

Discover how to create Canned Answers with buttons

Actions - Define Open Channel Routing

In the Actions section, you can configure routing for a specific open channel account by adding applications, working rules, and time intervals.
These actions determine how incoming interactions are handled. When a new message is received, the system executes the actions defined in this configuration.

Application execution depends on:

• Position in the actions table – If multiple applications are added, execution starts from the top and proceeds downwards.

• Time interval – Defines when an application can be executed. By default, this is set to always.

Interactions

In the Interactions section you can find the list of all the interactions of the specific the Account. 

Open

You can filter the interaction list using the following criteria:

• ID

• Start Date

• Read/Unread status

• Interaction Status

• Agent

• Tags

For more advanced filtering, click the Advanced Search button. This allows you to select a specific field and match it with a value from the list of available options.

Explore here documentation about Advanced Search

On the Interactions list, you can select one or many mail interactions and:

• download the information in a CSV file

• delete them

On the single interaction, you can use the three dots command menu to:

• Run sentiment: get the sentiment of the interaction FROM VERSION 3.53.0 → Explore how to run sentiment analysis

• Spy the contents of an interaction thread → Explore documentation Spy feature for interactions

• Download with Attachments downloads a zip file containing all the messages (text messages and attachments) exchanged in the interaction 

• Download without Attachments downloads a zip file containing all the messages (just text messages without the attachments) exchanged in the interaction

• Delete Interaction permanently (a confirmation is required)

Add Agents

On the New Client Experience, the Agents assignment can be performed in three ways Explore documentation about How to associate Agents to Accounts