V3 WhatsApp Accounts
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XCALLY section | Whatsapp Connector → Whatsapp Accounts |
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What’s about
With XCALLY Motion you can share a single WhatsApp account among several Agents and use it in a way similar to a voice queue.
XCALLY Motion offers a web client WhatsApp Account specific for Customer Care needs, where the Agents share all information. What you need to do is just to configure:
the Solution Provider account (e.g. Twilio)
the Motion WhatsApp Connector account
the WhatsApp Connector Queue
and manage WhatsApp messages exchange using XCALLY Motion, as well as for the other channels.
You can enhance the communication with the customer by integrating it with the video channel option. A command can be made available in the Whatsapp panel for the agent, and when activated, it starts the video call. The customer is then notified via Whatsapp message with a link to click and join the video call session.
This feature is available from XCALLY version 3.47.0 through the Video Channel add-on license and it requires a valid Vidaoo account.
Remember to add the Agents to the WhatsApp Account in order to let them manage the interactions through this channel.
The WhatsApp Accounts Section
In this Section, you can add New WhatsApp Accounts and manage the existing ones.
Configuration
Click on to add a New WhatsApp Account and fill the requested values:
Name: the name of the WhatsApp account
Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs. (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 WhatsApp accounts you’ll create).
List: the default List where the new WhatsApp contacts will be saved in the Contacts Manager, if it is not already there
Proxy or Motion Domain: by default your actual motion domain port 443 is inserted in this field.
About Proxy: in order to use this type of configuration please contact XCALLY Team at support@xcally.com
Type: choose from the list one of the available provider types and enter the values referring to the chosen Type:
TWILIO: Account SID and Authorization Token (information can be retrieved from the Twilio Platform)
SINCH V2: Base URL, SINCH Project ID, SINCH App ID, SINCH Key ID, SINCH Key Secret Value (information can be retrieved from Sinch Platform)
META: Account SID, Authorization Token, AppId, Phone number Id (information can be retrieved from Meta Account)
KALEYRA: Base URL, WhatsApp Business Account Id, Account SID, API Key (information can be retrieved from Kaleyra Account)
Phone: the solution provider phone number
Description: insert here a description (optional)
At the end click on Add WhatsApp Account.
Edit/Modify a WhatsApp Account
On the WhatsApp Accounts list click on related to the one you want to edit/modify to:
Edit the WhatsApp Account
Go to Interactions list for the Account
Add Agent to WhatsApp Account
Add Whitelist (starting from version 3.49.0)
Delete WhatsApp Account
Editing a WhatsApp Account you have a list of Sections:
Settings
General
In this section, you can edit, retrieve and change the values inserted when adding the WhatsApp Account.
WA 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.
Starting from version 3.49.0, the Interaction inactivity timeout field allows you to indicate time (in minutes) after the last Agent’s message, interaction has to close automatically. The status of the interaction will be automatically update to Closed.
An interaction is considered inactive when the last message is from the agent. When an interaction is closed for inactivity (because more than the configured minutes have passed), the system disposition ‘Closed for inactivity’ is used.
Receive URL is the auto-generated API URL: this value must be copied and pasted in the WhatsApp Solution Provider Setup (Twilio/SinchV2/Meta/Kaleyra).
The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on. On Notification section you can:
enable/disable the notification sound
enable/disable the notification shake effect
define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables)
For Sinch V2 accounts created before version 3.46.0, the phone number will not be displayed by default in the new interaction notification shown to agents.
To include the phone number, update the notification template as follows:
Account: {{account.name}}
{{#queue}}Queue: {{queue.name}}
{{/queue}}From : {{contact.mobile}}For Sinch V2 accounts created in version 3.46.0 or later, the phone number will automatically appear in the agent's notification by default, and no template modification is required.
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).
If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on and then Transfer
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).
status to be automatically applied during this operation (default=NO).
When you enable this feature a new field will be displayed: click on the field to view all the available pauses and select one.
Recontact Template
If you use Meta or Kaleyra accounts, you need to indicate the Recontact Template, so the template already approved that agents can send to customers after service window expiration of 24h.
Tools
status:AVAILABLE FROM VERSION 3.40.0
In this section 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.
status:AVAILABLE FROM VERSION 3.42.0
Moreover you can enable the Translation Feature, to use the add-on Real Time Translator, to translate incoming and outgoing messages. In this way the agent can obtain a translation of individual messages received and translate the response message.
If you activate it, you need also to define the cloud provider used by the translation service (between AWS and Google)
Whitelist
status:AVAILABLE FROM VERSION 3.49.0
Finally you can enable the Whitelist option to choose specific lists from which you can receive message.
If this option is active, when a contact not present in the Whitelist writes a message to the configured account number, an automatic reply with a predefined message is sent, and the interaction is closed.
In fact in response message, you can define the message which will be sent automatically as a response to contact not on any chosen whitelist.
Discover below how you can associate whitelist to the account.
Dispositions
See here How to manage dispositions.
The Dispositions created here will be available when the Agent disposes an interaction coming from this account
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:
General (marked by a icon) and Local (specific for Account and marked by the Channel type icon) Canned Answers will be available in a blended list when editing messages in the Agent interface.
Video
status:available from version 3.47.0
A video call can be initiated during a Whatsapp interaction by sending the customer a link to join the video meeting.
The requirements are:
Video Channel add-on license
Vidaoo account properly configured
To allow the agent to start the video call, the toggle button must be enabled.
When the selector is switched on, the system shows the following fields:
API Key to manage a Vidaoo meeting. The API Key can be retrieved (generated and copied) from your Account in Vidaoo (see how to generate in the User profile an API Token).
Vidaoo Topic: the title of the generated meetings (unique per each account).
Vidaoo Note: notes useful for Vidaoo reports.
Vidaoo Metadata: Video Call data in JSON format useful for Vidaoo automations. (By default, this is an empty field).
When this switch is turned on, agents will see the "Start Video Call" option in the Whatsapp interaction menu.
By clicking "Start Video Call," a new video session is automatically created. The agent will receive a link to click in order to join the video call.
At the same time, the customer will receive the link in a Whatsapp message as well.
During the video call, the Whatsapp interaction can either be closed or continued. Once the video call is activated, the two channels operate independently, allowing you to switch between them as needed.
Actions - Define Whatsapp Routing
In this section, you should define the Actions for the WhatsApp account to be executed by adding applications, working rules and intervals.
So when a new Whatsapp interaction arrives, it follows actions inserted here:
Interactions
In this section you can find the list of the WhatsApp interactions occurred on the Account:
You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, 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.
Interactions log files
Interactions history is saved in files which are specific per channel.
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)
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 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
When an advanced search selection is active
As long as the search conditions are operational, the Advanced Search button will notify it by changing its color (light blue on a white background) and blinking
The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters:
List of interactions
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 with or without attachments
Delete the interaction
Add Agent to WhatsApp Account
On the WhatsApp Accounts list you can add Agents in two ways:
select the WhatsApp Account from the List, click on 3 dots button and
choose the menu entry Add Agent to WhatsApp Account:
edit the WhatsApp Account and then click on the add menu button
And choose the agents names from the list:
If the agents are not added to the WhatsApp Account, they will not be able to see the interactions exchanged in the account interactions list.
Remember to add the selected Agents to any new Account you create!
Add Whitelist to WhatsApp Account
status:FROM VERSION 3.49.0
To use this feature, you need to enable the Whitelist option from the Edit account → Advanced section
In the WhatsApp Accounts list you can add a whitelist in two ways:
select the WhatsApp Account from the List, click on 3 dots button and
choose the menu entry Add Whitelist:
edit the WhatsApp Account and then click on the add whitelist button
And choose the list from the modal, selecting one or more lists from the available ones, created in the Contact Manager.
When a contact not present in the Whitelist writes a message to the configured account number, an automatic reply with a predefined message is sent, and the interaction is closed.