V3 WhatsApp Connector Channel Setup
The XCALLY MOTION WhatsApp Connector Channel allows you to define the WhatsApp Accounts that the Agents, belonging to specific WhatsApp Queues, will use to receive and reply to WhatsApp messages from XCALLY Motion Omni Desktop Interface.
This channel is architecturally structured as a Connector and uses a third-party Solution Provider to manage communication with the WhatsApp application:
to receive messages from the customer's number
to send messages to the customer's number and notify confirmation of receipt and reading
The interactions can be managed both by the Agent, using the Queue and Agent applications, and by the BOTs, using the AmazonLex and Dialogflow applications.
This is an optional Module available starting from v 2.5.0 and this Section (and all the commands related to it) is available in your menu only if its License has been activated.
Remember: the number of WhatsApp sessions that can be handled in parallel by the Agents is determined a priori and cannot be exceeded.
In the WhatsApp Section you find:
WhatsApp Campaigns: where you create outbound campaigns, by selecting the template approved by Meta to send it to a contact list
WhatsApp Templates: where you can configure templates that Meta has to approve to send outbound campaigns
WhatsApp Queues: where you can configure all the queues dedicated to WhatsApp sessions, which the Agents can belong to (routing mechanisms, teams management, and so on)
WhatsApp Accounts: where you must insert all the information needed to configure the capability to send and receive the messages
WhatsApp Realtime: the monitor realtime board for the WhatsApp activities
Architecture
The WhatsApp Channel allows you to receive and send WhatsApp messages from/to predefined providers.
You can connect WhatsApp with Motion in three official different ways: Meta Connector, Twilio Provider and SINCHV2 via Conversation API (so doing a migration from WhatsApp API to Conversation API, if you already use WhatsApp Connector)
The standard channel working mechanism needs a Motion API to notify a new incoming WhatsApp message that must be saved in the provider configuration.
The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more
When the XCALLY Motion WhatsApp Connector Channel receives a request from that provider, it allows the management of it providing a standard interface (for all types of providers), through which the Agent can manage the WhatsApp interaction transparently as well as any other request (email, chat, sms, and so on).
Until the interaction remains open (and for 24 hrs. maximum), any WhatsApp coming from the same telephone number will be received and managed as belonging to the same interaction. When the Agent closes it, any other WhatsApp coming from the same number will open a new interaction.
WhatsApp Connector interactions will be closed automatically 24 hours after receiving the last message.