V3 SMS Accounts

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Sept 30, 2024 by Product Knowledge
10 min read

On this page

What’s about

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.

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

The SMS Accounts Section

In this Section, you can add New SMS Accounts and manage the existing ones.

Add a New SMS Account

Click on   to add a New SMS Account:

and insert the requested values:

  • Name: the name of the SMS account

  • Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs

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

  • List: the default List where the new SMS contacts will be saved in the Contacts Manager if it is not already there

  • Phone: the provider’s phone number

  • Description: insert here a description (optional)

  • Type: choose from the list one of the available provider types and enter the values referring to the chosen Type:

TWILIO

Account SID - Auth Token 

the information about the Account must be retrieved from Twilio platform  

SKEBBY

Method

Username - Password

choose among Basic, Classic, Classic+

insert the Skebby username and password

CONNECTEL

Auth Token

information about the Account must be retrieved from Connectel platform

CLICKSEND

Username - Password

insert  the Clicksend username and password or API key

PLIVO

Auth ID - Auth Token 

the information about the Account must be retrieved from Plivo console 

CLICKATELL

API Key

the number used and the integration API Key from Clickatell

CSCTelecom

API Key, Base URL

the integration API Key and Base URL from CSCTelecom

INFOBIP

Username - Password, Base URL

insert  the Infobip username/password and Base URL and send to Infobip the Receive URL

INTELEPEER

Phone Number - API Key

the number used and the integration API Key from IntelePeer

BANDWIDTH

Phone Number, Account ID and Credentials, Application ID

the number used, the Account ID and Account Credentials and the Application ID retrieved from Bandwidth

TELNYX

API Key

the number used and the integration API Key from Telnyx

In Key you must insert a five alphanumeric characters code. You can choose any code you want, but remember that it must be unique for each of the SMS accounts you’ll create.
About Proxy: in order to use this type of configuration please contact XCALLY Team at support@XCALLY.com

At the end click on Add SMS Account.

Edit/Modify an SMS Account

On the SMS Accounts list click on  related to the one you want to edit/modify in order to:

  • Edit the SMS Account

  • Go to Interactions list for the Account

  • Add Agent to SMS Account

  • Delete SMS Accounts

Editing an SMS Account you have a list of Sections:

Settings

General

In this section you can edit, retrieve and change the values inserted when adding the SMS Account.

SMS provider common parameters : 

  • Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483. 

  • Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483

Twilio Accounts

  • The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup

Skebby Accounts

  • The Sender string is any value you want automatically to use as sender's name (available only for Classic and Classic+ Methods).

  • The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup 

  • If you enable the Delivery Report option (available only for the Classic+ Method), the system will provide the string to copy and paste in the SMS Provider Setup for the specific action.

Connectel Accounts

  • The Sender string is any value you want automatically to use as sender's name

  • The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup 

  • If you enable the Delivery Report option, the system will provide the string to copy and paste in the SMS Provider Setup for the specific action

ClickSend Accounts

  • The Sender string is any value you want automatically to use as sender's name

  • The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup

  • If you enable the Delivery Report option, the system will provide the string to copy and paste in the SMS Provider Setup for the specific action

Plivo Accounts

  • The Sender string is any value you want automatically to use as sender's name (this option must be enabled by Plivo)

  • The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup

Clickatell Accounts

  • insert the API Key obtained from the Clickatell integration 

  • The Receive URL must be copied and pasted in the SMS Provider Setup 

 

CSCTelecom Accounts

 

  • insert the API Key and Base URL obtained from the CSCTelecom integration

  • The Receive URL and the Delivery URL are the auto-generated API URL: this values must be copied and pasted in the SMS Provider Setup:

Note: the final part of the Delivery URL includes two mandatory parameters: <Message-Id> and <State> which must not be modified.

Infobip Accounts

 

  • insert the phone number, username, password and the Base URL received from Infobip

  • The Receive URL is the auto-generated API URL: this values must be copied and sent to the Infobip Support Team (wait for it to be activated before using the Infobip SMS Channel).

 

IntelePeer Accounts

  • insert the phone number and the apikey generated on IntelePeer Customer Portal

The phone numbers must be in E.164 format but you can also use shortcodes (they must always be approved by Intelepeer) which syntax must be {countrycode}-{code}.

eg. USA shortcode must be 1-[shortcode]; in case of an Alphanumeric Sender ID, eg. Spain, 34-Hello8.

  • The Receive URL is the auto-generated API URL. This values must be copied and past on the IntelePeer Customer Portal.

  • Go to the phone number list, search for the phone number associated to the XCALLY Motion SMS account.

  • Click on the Webhook icon to open the editor. Past this value in the the Receive URL generated field in the Account Editor on XCALLY Motion.

Bandwidth Accounts

  • insert the phone number 

  • insert the username and password configured on Bandwidth

  • insert the Account ID and the Application ID configured on Bandwidth

 

 

Telnyx Accounts

  • insert the API Key obtained from the Telnyx integration 

  • The Receive URL must be copied and pasted in the SMS Provider Setup

Customize Notification Alert

Please refer to this documentation. 

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

You can click here to explore documentation about transfer

Advanced

Proxy

 

In this section you can change the Motion Domain and retrieve the Proxy token (auto generated and impossible to change):

This section is the same for all types of domain (Twilio, Skebby, Connectel, ClickSend or Plivo)

Disposition

Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO). 

AI Agent Assistant

 

AVAILABLE FROM VERSION 3.40.0

In this AI card you can select from the dropdown menu an XCALLY AI Agent Assistant, by enabling Assistant on your license. In this way when a textual conversation starts, the agent can ask help to the virtual assistant to find answers.

Dispositions

The Dispositions created here will be available when the Agent disposes a mail message coming from this account

See here How to Manage Dispositions.

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Account.

Click on  to find a specific item from the list:

or click on  to add a new one:

Canned Answers can be deleted or edited and modified: click on  and choose the command you want to start: 

Actions - Define SMS Routing

In this section you should define the Actions for the SMS account to be executed by adding applications, working rules and intervals.
So when a new sms interaction arrives, it follows actions inserted here:



 

Interactions

In this section you can find the list of the SMS interactions occurred on the Account:

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Agent, Tags:

or use the  button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the input form:

Now do the following:

  • Select the Field (scroll the list of all the available search fields)

  1. Select the Operator among those available (eg.: equals, contains, starts with, and so on)

2. Select or insert the Value

3. Add the Condition (click on  )

 

To add more than one condition, repeat the operation, like in the following example:

and choose whether:

the conditions must all be met:

or at least one of them:

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete all the conditions set at once.

On this form it is possible to:

1a. modify a condition set: click on a set condition and press Edit

1b. now change the condition as you like(field, operator, value)

2a. temporarily disable the search condition: click on the set condition and press Disable:

2b. and enable it again:

On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

On the single interaction, the Supervisor can use the three dots command menu  in order to:

 

  • Spy the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents)

  • Download a zip file containing the transcript of the interaction

  • Delete the interaction

  Add Agent to SMS Account

On the SMS Accounts list you can add Agents in two ways:

  • select the SMS Account and click on , than choose the menu entry Add Agent to SMS Account:

  • edit the SMS Account and than click on the add menu button:

and select the agents from the list:

If the agents are not added to the SMS Account, they will not be able to see the interactions exchanged in this account interactions list.