SMS Accounts

Overview

With XCALLY Motion you can share a single SMS-box among several agents and use it in a way similar to a voice queue.

XCALLY Motion offers a web client SMS specific to Customer Care needs, where the Agents share all information: what you need to do is just to configure both provider's phone numbers and Motion accounts, and manage SMS exchange using XCALLY Motion, as well as for the other channels.

You can enhance the SMS channel by integrating it with the video channel option. A command can be made available in the SMS panel for the agent, and when activated, it starts the video call. The customer is then notified via SMS with a link to click and join the video call session. This feature is available from XCALLY version 3.47.0 through the optional Video Channel add-on license and requires a valid Vidaoo account.

The SMS Accounts section

To access the SMS Accounts section, navigate to the SMS menu.

Open

From the Accounts list you can:

• search for a specific account

• set and clear filters

• manage columns

• activate the advanced search for each field

• delete accounts (single or bulk delete)

• export accounts, if you select at least one row

Add a New SMS Account

To add a new SMS account:

1. Click on Add button under SMS -> SMS Accounts

Open

2. Insert the requested values:

• Name: name of the SMS account

• Key: short name for the Account that will be shown on the Agents Tabs

• Proxy or Motion Domain: proxy or domain. By default your actual motion domain is inserted in this field  

• List: the List where the new SMS contacts will be saved

• Type: choose from the list one of the available providers and enter the values:

  • Phone: provider’s phone number

  • additional authentication fields required based on the selected provider (see the Providers fields table below).

• Description (optional)

3. At the end click on Add

Remember to add the Agents to the SMS Account to let them manage the interactions through this channel

Providers fields

Edit SMS Account

In the SMS Accounts list, click the three-dot menu next to the account and select one of the options:

• associate agents to the account

• associate whitelist to the account

• view the account interactions

• delete the account

• edit a specific account. You can edit the SMS account values and configure additional parameters in different sections: