SMS Channel Setup
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Overview
The XCALLY Motion SMS Channel allows you to define SMS Accounts that Agents—assigned to specific SMS Queues—can use to send and receive email messages directly from the XCALLY Motion Omni Desktop Interface.
The sections related to SMS Channel are:
Queues: where you configure queues dedicated to SMS conversations, manage routing rules, and assign teams of agents.
Accounts: where you enter all the necessary details to enable sending and receiving SMS.
Realtime: a real-time monitoring board displaying ongoing SMS activity.
Triggers: where you configure automation rules for the SMS application.
Providers setup: where you can find how to create accounts of the supported SMS providers.
Requirements
The standard channel working mechanism requires a XCALLY Motion API endpoint to be notified of incoming SMS messages, and this must be configured in the SMS provider settings.
The XCALLY Motion instance must have a public HTTPS-accessible address. For security reasons, it is highly recommended to use a Reverse Proxy.
How it works
The SMS Channel allows you to send and receive SMS messages using predefined providers.
When the XCALLY Motion SMS Channel receives a request from a supported provider, it processes it through a standardized interface, enabling agents to handle SMS interactions seamlessly—just like email, chat, or other digital channels.
As long as the interaction remains open, any incoming SMS from the same phone number will be grouped into the same interaction. Once the agent closes the interaction, any new SMS from that number will trigger the creation of a new interaction.
SMS Sections
