Chat Channel Setup
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Overview
The XCALLY MOTION Web Chat channel enables seamless interaction between website visitors and your Customer Care team. It allows you to configure a customizable chat snippet for your website and define intelligent routing logic to deliver incoming chat messages to the appropriate agents.
Requirements
A Motion API is required to handle notifications for incoming chat messages. These must be correctly configured in the provider settings.
The Motion instance must have a publicly accessible address via HTTPS.
For enhanced security, it is highly recommended to use a Reverse Proxy → find out more
Configuration steps
Follow these steps to set up your Web Chat channel:
Create Agents: define the agents who will receive notifications when new chat requests are received.
Set Up a Chat Queue: create a chat queue and choose a routing strategy:
BEEPALL– Notify all agents.RR-MEMORY– Route messages using round-robin with memory.
Define the Website: specify the website where the chat snippet will be displayed. Customize its appearance as needed.
Embed the Snippet: insert the generated snippet code into your website to make the chat widget visible to visitors.
Assign Routing: configure which agents or queues are linked to each website. These agents will be notified when a new chat begins.
Customize Settings: configure chat intervals, automated actions, and additional behavior to fit your business needs.
Set which Agent or which Queue are associated to the Chat Website: the involved Agents will be notified when new Chats start.
Chat Sections
In this Section you can find:
