XCALLY Instant
Overview
XCALLY Instant is a streamlined solution that includes only the WhatsApp Channel for XCALLY Motion.
It enables seamless management of WhatsApp-based customer interactions directly within the XCALLY Motion Omni Desktop Interface.
By using XCALLY Instant, you can define and assign WhatsApp Accounts to agents associated with specific WhatsApp Queues. This allows agents to receive and respond to WhatsApp messages from within the XCALLY environment.
Key Benefits
Customer Convenience: Customers communicate via one of the world’s most widely used messaging platforms.
Unified Agent Experience: Agents handle WhatsApp interactions within the same interface used for other channels.
Centralized Data: All interaction content is stored and easily accessible.
Contact Management: Customer information is retained and managed within the Contacts Manager
The WhatsApp Connector Channel relies on a third-party Solution Provider (Meta, Kaleyra, Twilio, SINCHV2) to interface with the WhatsApp application. Depending on your license plan, the connector enables the following features:
Inbound Messaging: Receive messages from customers.
Outbound Messaging: Send messages to customers.
Campaign Messaging: Send outbound messages with templates pre-approved by Meta or Kaleyra.
Requirements
Minimum XCALLY Version 3.30.0
Active license for WhatsApp Channel
Public HTTPS-accessible Motion instance (Reverse Proxy highly recommended) → find out more
To install XCALLY Instant follow the Server Installation Guide
Access to the documentation requires login with your Jira account.
WhatsApp sections
The WhatsApp section in the Motion GUI includes the following features:
WhatsApp Campaigns: create outbound campaigns using approved templates sent to contact lists.
WhatsApp Templates: configure and manage message templates approved by Meta or Kaleyra.
WhatsApp Queues: define queues that handle WhatsApp sessions, assignable to agents.
WhatsApp Accounts: set up and manage account credentials for sending and receiving messages.
WhatsApp Realtime: monitor ongoing WhatsApp activity in real time.
WhatsApp providers
XCALLY supports multiple providers for WhatsApp integration:
For inbound interactions you can configure Twilio, SINCH V2 via Conversation API, Meta or Kaleyra.
For outbound campaigns you can setup only Meta and Kaleyra.
The Motion API must be configured to notify new incoming WhatsApp messages (required for provider configuration).
The Motion instance must be publicly reachable via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more
When the WhatsApp Connector Channel receives a request from a configured provider, it standardizes the interaction and displays it within the Omni Desktop Interface, regardless of the provider.
Customer Service Windows (Meta)
Inbound Interactions:
Agents can reply to customer messages for up to 24 hours after the customer sends the first message. Until the interaction remains open, 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.
Outbound Campaigns:
The 24-hour service window begins when a template message is delivered to the customer. Beyond this window, a recontact template must be used.
Read more about Customer Service Windows in the Meta documentation.
Learn about Meta Messaging Limits at this link
Follow provider-specific setup guides to configure your WhatsApp integration:
If you need assistance with XCALLY Instant, you can open a support ticket at this link. Please include the following details: token number, server version and a summary of your issue. Our Support Team will assist you!