WhatsApp Accounts

Overview

XCALLY Motion enables you to share a single WhatsApp account among multiple Agents, functioning similarly to a voice queue.
This allows for collaborative and efficient customer care handling via WhatsApp.
XCALLY Motion provides a web-based WhatsApp client designed specifically for Customer Care purposes, where all participating Agents can view and manage interactions in a shared interface.

To enable WhatsApp integration, you must configure the following components:

• Solution Provider account (e.g. Twilio or Meta)

• XCALLY WhatsApp Account

• WhatsApp Queue

Once configured, Agents can handle WhatsApp messages directly within XCALLY Motion, just as they do with other supported communication channels.

In this section, you can add new WhatsApp Accounts and manage existing ones through the XCALLY Motion platform.

From the Accounts list you can:

• search for a specific account

• set and clear filters

• manage columns

• activate the advanced search for each field

• delete accounts (single or bulk delete)

• export accounts, if you select at least one row
  
  

FROM VERSION 3.47.0

You can enhance customer communication by enabling the Video Channel option. This feature allows Agents to initiate a video call from the WhatsApp interaction panel. When triggered, the customer receives a WhatsApp message containing a secure link to join the video session.
This feature requires:

• An active Video Channel add-on license

• A valid Vidaoo account

Create a new WhatsApp account

To create a new WhatsApp Account, click the Add button and complete the following fields:

Open

• Name: the name of the WhatsApp account

• Key: A short, unique alphanumeric identifier (max 5 characters) for the Account. This key will be visible on the Agents’ interaction tabs.

• List: The default Contact List where new WhatsApp contacts will be saved (if they don’t already exist in the Contacts Manager

• Proxy or Motion Domain: by default your current Motion domain (port 443) is pre-filled.
  If you require proxy-based configuration, please open a ticket to the XCALLY support

• Type: select the WhatsApp Solution Provider from the dropdown list. Based on the selected provider, additional fields will appear:

  • TWILIO → Required fields obtained from the Twilio Console: Account SID and Authorization Token

  • SINCH V2 → Required fields obtained from the Sinch Console: Base URL, SINCH Project ID and SINCH App ID, SINCH Key ID and SINCH Key Secret Value

  • META → Required fields obtained from your Meta Business Account: Account SID, Authorization Token, AppId and Phone number Id

  • KALEYRA → Required fields obtained from your Kaleyra Account: Base URL, WhatsApp Business Account Id, Account SID and API Key

• Phone: the WhatsApp-enabled phone number provided by your solution provider

• Description: (Optional) a custom description for the account, useful for identification or internal notes

After completing all required fields, click Add to save the configuration.

To manage an existing WhatsApp Account, go to the WhatsApp Accounts list and click the (⋮) three dots button associated with the desired account.
You will be presented with the following actions:

• edit it

• go to interactions

• associate agents

• Associate Whitelist FROM VERSION 3.49.0

• delete the account

Edit a WhatsApp Account

When you choose to Edit a WhatsApp Account, several configuration sections become available.

Open

modify general settings, such as key, list, phone number, timeout, notification and transfer options

modify advanced settings, for example proxy, dispositions, AI tools and whitelist

create dispositions specific for this account

create canned answers specific for this account

define video integration settings

associate routing actions (i.e. Queue, Agent, Gotoif)

view the WhatsApp interactions related to this account

associate whitelist to the account

associate agents to the account