Facebook Channel
Overview
XCALLY Motion Open Channel supports integration with Facebook Messenger and Facebook Posts as a new communication channel. This allows:
Customer-to-Agent messaging – Customers can send direct messages to your Facebook account.
Agent message handling – Agents receive incoming Facebook messages in a dedicated Facebook Queue and can reply directly from the XCALLY Motion GUI.
Messenger delivery – Customers receive agent replies through Facebook Messenger.
Facebook wall posts – Customers can post on your Facebook Page wall, and agents receive these posts as interactions in the OmniDesktop Interface, where they can reply.
Please note:
Post attachments are supported only from XCALLY Motion to customers.
Conversation attachments are available for 24 hours only.
The configuration on the XCALLY side consists of the following steps (detailed in the next paragraphs):
Create a new Open Channel account and set the Reply URL to:
https://cloud.xcally.com/api/replyCreate a new account on cloud.xcally.com.
Log in using the same Facebook account that manages the Facebook Page you want to integrate.
Create a new integration on cloud.xcally.com using the Facebook account from the previous step.
Complete the integration form and Save the configuration.
Requirements
To configure the XCALLY - Facebook integration you need:
a Facebook Account and a Facebook page of which you are the Administrator
Create the Facebook Page where you want to receive interaction messages and posts.
Refer to the official Facebook documentation: https://www.facebook.com/help/104002523024878Note the Facebook Page Administrator account – this will be required in the XCALLY Motion Cloud form as described in the setup process below.
an XCALLY Motion Account on cloud.xcally.com
the XCALLY Open Channel module
an XCALLY Motion instance with public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy
the 443 port open from 52.58.43.174/32 (cloud.xcally.com)
Video Tutorial
XCALLY Open Channel Account
To create the new Open Channel account for Facebook:
Go to Open Channel Accounts.
Click the blue + button to create a new account.
In the Reply URL field, enter:
https://cloud.xcally.com/api/replyClick Save to create the account.
Click the three dots menu next to the account and select Edit Open Channel Account.
Go to the Settings tab.
Copy the Receive URL by clicking the clipboard button — you will need this later to forward requests to your XCALLY Motion instance.
Complete the Open Channel Account configuration (List, Disposition, Actions, etc.) and assign agents to the account.
To enable agents to receive notifications from the Facebook account and manage interactions, you must configure a specific Queue.
Steps:
Create a new Open Channel Queue.
Add agents or teams to the Facebook Queue.
Associate the Facebook Queue with the corresponding Facebook Account.
Please refer to this documentation.
Generate API Key
The API Key is necessary for the configuration under https://cloud.xcally.com described here.
To generate the API Key:
Go to the Staff section
Open the Users section
Select the account of interest and press on the three dots button to Edit it.
Click on the API Key Manager Icon:
Generate the API KEY, by clicking on Generate button.
If the API KEY has been already generated, you just need to copy it.
Copy the API Key.
Setup the Account on XCALLY Motion Cloud
To create the Account:
Complete the registration form. You will receive an e-mail containing the verification code.
Copy and paste the verification code on the page https://cloud.xcally.com/#!/activate
Once the account is created, log in here: https://cloud.xcally.com/#!/login
Go to the section Integrations and click on the button Add Facebook Integration:
Now a Facebook login panel will be displayed: remember to log in as the Administrator of the page you have created before.After logging in, select the page you want to configure the integration and press Next.
Accept the list of permissions proposed for the integration to work properly.
Finally, you will be redirected to the integration configuration page:
To configure the Integration fill the below fields:
Name: write a name for the integration
Page: select the Facebook page you want to integrate with
Openchannel Url: paste the ‘Receive URL’ value you copied before
XCALLY API Key: paste the APIKey value you copied before
Facebook Wall Post management (default=enabled): deselect it if you want to disable Facebook wall posts management
And now the Integration is ready to be used!
Using Facebook integration with Proxy
If you want to use Facebook integration in a Proxy environment, the OpenChannel URL must be the following:
https://<yourProxyServer>/api/openchannel/accounts/{ID}/notify?token={TOKEN}
where:
IDis the OpenChannel Account ID{TOKEN}is the Open Channel Account token
Error 404
The deletion of the list associated to an existent Openchannel account will cause the integration to show an error 404, upon verification of the Openchannel URL.
Check Social integration permissions
Verify if you have assigned the proper integration permissions to the XCALLY Motion application.
Access to the Facebook Account linked to you Facebook page and check if Social Integration is included in the Business Integrations:
Select Settings & privacy section
Choose Settings option
In section “Your activity and permissions” click on Business integration
Check that Social Integration is active
By clicking on View and Edit, you can also see which page is connected to the integration
Please note that whenever a new integration is activated on a Facebook Page, any previous integrations with the same page will be overwritten.
Test the Integration
To test the integration:
Ask a Facebook user to send a message to the integrated Facebook Page.
The agents you previously added to the Open Channel Facebook Account and Queue will receive and manage the message as a normal Open Channel interaction in XCALLY Motion.
Some notes
Note that interactions will not be forwarded to XCALLY Motion when administrator of the page posts.
Only regular facebook users with Administrator role for some page/pages will be able to create integrations.
Log out of all unrelated Facebook accounts before using Motion Cloud platform.
Facebook user should Login and grant permissions to xCALLY Motion application while creating an integration for the first time.
A user can create multiple integrations (if he/she ‘owns’ multiple pages) but only that user will be able to manage the integrations on the cloud platform.
Only one integration per Facebook page should be created. Otherwise only the lastly created integration will be functional.
Port 443 should be open for HTTP requests on the Motion server, otherwise xCALLY proxy service should be used.
Troubleshooting - API error with "reply to"
If you receive an API error like that when sending reply to Facebook (so agent’s message is not correctly sent):
Error validating access token: Session has expired on Saturday, 2-Mar-24 21:33:37 PST. The current time is Sunday, 3-Mar-24 08:05:03
it means that Facebook access token has expired. You will need to check if the Facebook account password has changed. For further information, please check this guide:
https://developers.facebook.com/docs/facebook-login/guides/%20access-tokens/debugging/
And above all you need to check your account on cloud.xcally.com, because it may be necessary to reconnect it