V3 WhatsApp Channel Setup
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Overview
The XCALLY Motion WhatsApp Channel enables the integration of WhatsApp communication within the XCALLY Motion Omni Desktop Interface. This feature allows Agents assigned to specific WhatsApp Queues to send and receive messages using WhatsApp accounts directly from the platform.
Communication is facilitated through a third-party solution provider, which serves as a bridge between XCALLY Motion and the WhatsApp Business API. The provider enables the following capabilities:
Receiving messages from customer WhatsApp numbers.
Sending messages to customer WhatsApp numbers.
Notifying message status updates (delivered, read, etc.).
Interactions can be handled by Agents through the Queue and Agent applications or automated using BOT integrations (e.g., Amazon Lex, Dialogflow, OpenAI).
The WhatsApp section of XCALLY Motion includes the following components:
WhatsApp Campaigns: used to create and manage outbound messaging campaigns. Messages are sent using templates that must be pre-approved by Meta or Kaleyra and targeted to a contact list.
WhatsApp Templates: allows you to define and manage message templates that must be approved by Meta or Kaleyra before they can be used in outbound campaigns.
WhatsApp Queues: configure dedicated queues for handling WhatsApp sessions. You can define routing rules, assign agents, and manage team settings specific to WhatsApp interactions.
WhatsApp Accounts: store and manage all required account credentials and configuration settings necessary to send and receive WhatsApp messages through the provider.
WhatsApp Realtime: monitor WhatsApp activity in real time, including active conversations, queue status, and agent performance.
Requirements
To enable WhatsApp communication within XCALLY Motion, the following requirements must be met:
A valid Motion API endpoint must be provided to the third-party solution provider to allow delivery of incoming WhatsApp messages.
The XCALLY Motion instance must be accessible via a public HTTPS endpoint.
For enhanced security, it is strongly recommended to use a reverse proxy to expose the Motion instance.
WhatsApp Section
The WhatsApp Channel in XCALLY Motion enables the platform to send and receive WhatsApp messages through predefined third-party providers. This integration allows Agents to manage WhatsApp conversations using the same interface and processes used for other communication channels (e.g., email, chat, SMS).
XCALLY Motion officially supports integration with WhatsApp through the following providers:
Meta Connector
Kaleyra
Twilio
SINCHV2 via Conversation API (migration from WhatsApp API to Conversation API is required if you already used SinchV2 as provider)
How it works
When a request is received from a connected WhatsApp provider, XCALLY Motion processes it using a standardized interface. This ensures that Agents can manage WhatsApp interactions in the same way as other channels—within the Omni Desktop Interface—regardless of the provider used.
A WhatsApp message from a customer initiates an interaction within XCALLY Motion.
If additional messages are received from the same phone number within 24 hours, they are grouped into the same interaction.
An Agent can manually close the interaction at any time. After closure, any subsequent message from that number will start a new interaction.
