V3 WhatsApp Queues

Overview

A WhatsApp Queue in XCALLY Motion is used to route incoming WhatsApp interactions to a specific group of agents. Each interaction received through a configured WhatsApp Account is directed to the corresponding queue, notifying all assigned agents.

When an agent accepts an interaction, the system opens a dedicated tab in the Omni Desktop Interface, displaying the current WhatsApp message along with the full conversation history.

The WhatsApp Queues section is accessible from the WhatsApp menu in the main navigation panel.

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Click the three dots icon (⋮) next to any queue in the list to access the following actions:

• Edit WhatsApp Queue settings

• Delete WhatsApp Queue

• Add/Remove Teams to the queue

• Add/Remove Agents to the queue

• Add/Remove Profiles to the queue

• Go to Realtime Panel
  
  

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To delete or export multiple queues, select them in the list; related action icons will appear in the upper right bar.

Create a WhatsApp Queue

To create a new WhatsApp Queue:

1. Click the blue ➕ button in the bottom-right corner.

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2. Fill in the required fields:

   • Name: assign a descriptive name to the queue

   • Strategy: select how incoming Whatsapp interactions will be distributed among agents:

     • Beepall: notify all agents; first to respond takes the interaction.

     • RR Memory: Round-robin assignment, remembering the last agent used. In fact the system delivers the WhatsApp interaction to the next agent in the list after the one engaged last time.

   • Agent Timeout in seconds: duration for which the interaction is notified to agents before timing out

   • Description (optional)

3. Click Add WhatsApp Queue
   
   

Once created, the new queue will appear in the list.

Edit a WhatsApp Queue

To modify an existing WhatsApp queue:

1. Locate the queue in the WhatsApp Queues list (use the search box if needed).

2. Click the three dots (⋮) next to it and select Edit WhatsApp Queue.

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3. Make desired changes in one or more tabs:

   1. Settings

   2. Dispositions

   3. Agents/Teams/Profiles associations
      
      

4. Click SAVE in the top-right corner to apply changes.

Settings

Update the following fields in the Settings tab:

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• Strategy: Beepall or RR Memory

• Agent Timeout: notification duration in seconds

• Description (optional)

Dispositions

FROM VERSION 3.51.0

Use the Dispositions (1st, 2nd, 3rd level) tab to create queue-specific categorization of interactions. Only agents assigned to this queue will see these dispositions.

To add a new Disposition:

1. Click the grey ➕ button in the top-right corner.

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2. Enter the Disposition’s details:

• Name (required): assign a name to the disposition

• Description (optional)

• First Level / Second Level Disposition: used to define multilevel dispositions.

3. Click Add disposition

 

 

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Each disposition will appear in the list with:

• ID

• Level

• Name

• Description

Click the three dots (⋮) next to any disposition to edit or delete it.

Add Agent or Team to a WhatsApp Queue

You can associate agents or teams with queues using one of the following methods:

Option 1 - From Queue List

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1. Click the three dots button ⋮ next to the queue.

2. Select “Add Agent” or “Add Team”

3. Select names from the left list; selected entries move to the right list. So use arrows to move items:

→ single right arrow, to add the selected agent/team
>> right shift, to add all the available elements

← single left arrow, to remove the selected agent/team

<< left shift, to remove all the selected elements

5. Click Save

Option 2 - From Edit Queue View

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1. Click the three dots button (⋮) next to the WhatsApp Queue  

2. Click “Edit WhatsApp Queue”

3. Select the purple button to add agents or the orange button to add teams

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4. Select names from the left list; selected entries move to the right list. So use arrows to move items:

→ single right arrow, to add the selected agent/team
>> right shift, to add all the available elements

← single left arrow, to remove the selected agent/team

<< left shift, to remove all the selected elements

5. Click Save

Option 3 - From Agent Management

Go to Staff → Agents, open an agent profile, and assign them to queues directly from there: explore documentation here.

Assign Profile to a WhatsApp Queue

You can link agent profiles to a WhatsApp Queue.

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1. Click the three dots button (⋮) next to the WhatsApp Queue 

2. Select “Add Profile”

3. Choose the profiles, clicking on their name.

4. The selected profiles will be moved in the second column “Assigned”

5. Click Save

Use the arrows in the modal to carry out the following actions:

→ single right arrow, to add the profile to the selected column
>> right shift, to add all the available elements

← single left arrow, to remove the selected profile from the right column

<< left shift, to remove all the selected elements

Otherwise from queue list, you can click the three dots button (⋮) next to the WhatsApp Queue → Click “Edit WhatsApp Queue” → Select the red button to open profile assignment.

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Choose the profiles, clicking on their name and the selected profiles will be moved in the second column “Assigned”.

WhatApp Queues on New Client Experience

FROM VERSION 3.44.0

If New Client Experience is enabled, you will see an updated view of WhatsApp queues:

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Features available:

• search for specific queues

• clear all filters

• manage columns (show/hide them)

• advanced field search

• create a new queue, by clicking on Add and indicate the relative name, strategy, agent timeout

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• edit existing queues

• FROM VERSION 3.51.0 Create/manage dispositions specific for the WhatsApp queue

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