Chat Channel
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
Overview
The Chat Channel in XCALLY Motion enables seamless communication between customers and agents via a chat snippet embedded on a website. It supports real-time messaging, multimedia sharing, and optional video call capabilities, all within the XCALLY environment.
Chat Benefits
Easy-to-use chat widget for customers
Unified interface for agents handling multiple interaction types
Option to start video calls (requires admin activation)
Secure storage of all interaction content and customer data
Full integration with Contacts Manager for customer history tracking
Chat Session Workflow
Customer Initiates Chat → a visitor starts a conversation via the website snippet.
Agent Notification → agents in the configured queue receive a notification in the Omni Desktop interface.
If an agent declines, the request moves to the next available agent in the same queue (in this case ChatQueue)
Once accepted, the chat session begins and is locked to that agent.
Pause Behavior during a chat session
If an agent pauses during a chat session, he won’t receive new chats.
Obviously the active chat in progress continues unless manually closed (in this way, any new message belonging to the same session will be routed to the first free agent and the chat session is reopened)
Let's see how a typical chat session looks like:
The customer starts a chat session on a web page, writing a request in a snippet: | Agent accepts the notification of the incoming chat request. A new chat tab is opened: |
|---|---|
|  |
Moreover on the right side of the screen, agent can view contextual information (during the session or after it) → You can explore documentation about that on this page
Chat Features
Agents' Tools:
Type field:
Formatted Messages: support for Markdown syntax (Basic Syntax | Markdown Guide). The Chat Snippet will show to the customer the formatted text correctly.
Emoticons
File attachments: one file per message, up to 15MB (if enabled in the Chat Website Settings)
Voice Messages
The agent can also insert an internal note: explore here documentation
Message Status Indicators
 | One checkmark: issue with delivery (e.g., user left the page) |
 | Two checkmarks: message successfully delivered |
Video Call Integration (Via Vidaoo)
Agents can initiate a video call from the chat (this command is available in the menu selecting 3 dots button, if enabled by admin).
The Video Call Integration is possible thanks to Vidaoo integration.
The agent can select Start Video Call option and a separate Vidaoo link is generated for both agent and customer (the number of available sessions set for your Account on Vidaoo must not be exceeded):
The Vidaoo web link to join the video call is shown to the Agent (in the interaction form):
and to the Customer (on the snippet):
The video call runs alongside the chat, which can be resumed or closed afterward.
ChatGPT Integration (Bot)
If configured, ChatGPT handles the conversation until escalation is needed: all chat messages are managed by the bot until it doesn't know how to answer and the chat will pass to the next block configured on action flow (for example a queue).
Once routed to a queue and picked by an agent, the bot gets disabled: in fact during chatbot conversation, agent can not manage it. Interactions are created on account and they are visible to all associated users like not assigned interactions while chatbot talks with the user. If an agent clicks on a not assigned interaction, XCALLY assigns it to the operator and the bot no longer interacts at the next message. In this case the interaction is displayed in real time as Accepted with the Agent’s name.
FROM VERSION 3.49.0
Starting from version 3.49.0, agent can easily know if the chat interaction has been taken over by a Bot.
In fact Bots appear as [Bot] caption in the Agent field:
On Interactions tab, Agent can filter for Agent between 4 options: Me, All, Not Assigned, Bot.
Closing the chat
If the customer closes the interaction, it will be closed also on the agent's side.
If the Agent closes the session clicking on the sign X in the session tab:
and confirm:
The interaction can be simply Closed or Closed & Disposed. You can explore documentation about dispositions on this page.
Transfer: if enabled, agents can transfer the chat using the three-dot menu in order to redirect the chat interaction:
You can explore documentation about transfer on this page.
Chat interactions
From version 3.53.0 the Sentiment column displays the predominant sentiment detected in the interaction, which can be one of the following:
Positive
Neutral
Mixed
Negative
Discover more: Sentiment Analysis
Message Direction Icons: indicate last message flow (if the last message was incoming or outgoing).
Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message
Filtering Options: Start Date, Read/Unread, Status (Open/Closed), Website, Agent (the first one who managed it), Tag
Search Options: Basic and Advanced available:
search button (click here for documentation)
advanced search (click here for documentation).
Interaction Status:
Open
Closed (by an Agent)
Closed Unmanaged (interaction has not been managed)
If a small number appears next to the contact name, it indicates there are new, unhandled messages within the same conversation thread:
By clicking the interaction row, the agent can view the complete message history and access additional details such as contact info, interaction data, and customer journey in the sidebar.
Using the three-dot menu, the agent can:
View interaction details
Download a PDF transcript of the interaction (with or without attachments, based on permissions)
Close and optionally apply a disposition to the interaction.