XCALLY Instant
- Product Knowledge
XCALLY Instant is the XCALLY solution which includes only WhatsApp Connector Channel
Choosing it, you can define the WhatsApp Accounts that the Agents, belonging to specific WhatsApp Queues, will use to receive and reply to WhatsApp messages from XCALLY Motion Omni Desktop Interface.
The Customer and the Agent can exchange WhatsApp messages, reaping the following benefits:
the Customer can use one of the most popular messaging systems
the Agent interaction happens inside the XCALLY Motion common environment
the Agent can manage several types of interactions at the same time
the interaction content is shared, easily retrieved and managed
all the Customers information is stored in the Contacts Manager
This channel is architecturally structured as a Connector and uses a third-party Solution Provider to manage communication with the WhatsApp application according to your license plan:
to receive messages from the customer's number
to send messages to the customer's number and notify confirmation of receipt and reading
to send outbound campaigns with the use of templates approved by Meta (only with Inbound & Outbound plan) or by Kaleyra
Requirements
Minimum requirement: XCALLY Version 3.30.0
On license, you need to activate Inbound Only Plan or Inbound & Outbound Plan
The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more
To install XCALLY Instant you can explore Installation Procedure at this link: https://xcally.atlassian.net/servicedesk/customer/portal/1/topic/4f0725a1-706f-47ab-8969-e30ddb4c285c/article/1851654509
In order to consult the documentation, you need to be logged with your Jira Account
On WhatsApp Connector Section you can find:
WhatsApp Campaigns: where you create outbound campaigns, by selecting the approved template to send to a contact list
WhatsApp Templates: where you can configure templates that Meta or Kaleyra has to approve to send outbound campaigns
WhatsApp Queues: where you can configure all the queues dedicated to WhatsApp sessions, which the Agents can belong to
WhatsApp Accounts: where you must insert all the information needed to configure the account to send and receive the messages
WhatsApp Realtime: the monitor realtime board for the WhatsApp activities
WhatsApp providers
You can use WhatsApp Channel to manage inbound interactions and you can connect WhatsApp with Motion in four different ways: Twilio, SINCH V2 via Conversation API, Meta Connector or Kaleyra.
Instead for outbound campaigns you can configure only Meta Connector and Kaleyra.
The standard channel working mechanism needs a Motion API to notify a new incoming WhatsApp message that must be saved in the provider configuration.
The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more
When the XCALLY Motion WhatsApp Connector Channel receives a request from that provider, it allows the management of it providing a standard interface (for all types of providers), through which the Agent can manage the WhatsApp interaction on Omnidesktop Interface.
Discover Meta documentation at this link about Customer Service Windows
A message exchange session with the customer can last up to 24 hours (starting from the first message sent by the customer).
Until the interaction remains open (for 24 hrs. maximum), any WhatsApp coming from the same telephone number will be received and managed as belonging to the same interaction. When the Agent closes it, any other WhatsApp coming from the same number will open a new interaction.
For outbound campaigns, interactions have a Customer Service Window of 24 hours that starts when the first WhatsApp template is delivered to the customer. For inbound interactions, when customer sends the first message agents can answer for 24h, after that it’s necessary to send a recontact template.
Find out more about Messaging Limits on Meta Documentation at this link
Moreover you can explore WhatsApp Providers Setup, so how to set up predefined providers in order to send and receive WhatsApp messages:
If you need assistance on your Motion XCALLY Instant you can open a ticket support at this link, by inserting your token number, server version and a summary of your issue. Our Support Team will help you!