Instant - WhatsApp Accounts
- Product Knowledge
What are the WhatsApp Accounts?
With XCALLY Motion you can share a single WhatsApp account among several Agents.
XCALLY Motion offers a web client WhatsApp Account specific for Customer Care needs, where the Agents share all information. What you need to do is just to configure:
the Solution Provider account (Twilio/SinchV2/Meta/Kaleyra)
the Motion WhatsApp Connector account
the WhatsApp Connector Queue
and manage WhatsApp messages exchange using XCALLY Motion, directly with Omnidesktop interface.
Remember to add the Agents to the WhatsApp Account in order to let them manage the interactions through the channel.
WhatsApp Accounts Section
In this Section you can add New WhatsApp Accounts and manage the existing ones.
Add a New WhatsApp Account
Click on to add a New WhatsApp Account and fill the requested values:
Name: the name of the WhatsApp account
Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs (In Key you must insert a five alphanumeric characters code. You can choose any code you want, but remember that it must be unique for each of the WhatsApp accounts you’ll create).
List: the default List where the new WhatsApp contacts will be saved in the Contacts Manager, if it is not already there
Proxy or Motion Domain: by default your actual motion domain port 443 is inserted in this field.
About Proxy: in order to use this type of configuration please contact XCALLY Team at support@xcally.com
Type: choose from the list one of the available provider types and enter the values referring to the chosen Type:
TWILIO: Account SID and Authorization Token (information can be retrieved from Twilio Platform)
SINCH V2: Base URL, SINCH Project ID, SINCH App ID, SINCH Key ID, SINCH Key Secret Value (information can be retrieved from Sinch Platform)
META: Account SID, Authorization Token, AppId, Phone number Id (information can be retrieved from Meta Account)
KALEYRA: Base URL, WhatsApp Business Account Id, Account SID, API Key (information can be retrieved from Kaleyra Account)
Phone: the solution provider phone number with prefix
Description: insert here a description (optional)
At the end click on Add WhatsApp Account
Edit/Modify a WhatsApp Account
On the WhatsApp Accounts list click on related to the one you want to edit/modify in order to:
Edit the WhatsApp Account
Go to Interactions
Add Agent to WhatsApp Account
Delete WhatsApp Account
Editing an WhatsApp Account you have a list of Sections:
Settings
General
In this section you can edit, retrieve and change the values inserted when adding the WhatsApp Account.
WA provider common parameters:
Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483.
Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483.
Receive URL is the auto-generated API URL: this value must be copied and pasted in the WhatsApp Solution Provider Setup.
The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on. On Notification section you can:
enable/disable the notification sound
enable/disable the notification shake effect
define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables)
Transfer
Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).
If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on and then Transfer
Advanced
Proxy
In this section you can change the Motion Domain and retrieve the Proxy token (auto generated and impossible to change):
Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO).
When you enable this feature the new field Pause to use if mandatory disposition is enabled will be displayed: click on the field to view all the available pauses and select one
Recontact Template
If you use Meta or Kaleyra accounts, you need to indicate the Recontact Template, so the template already approved that agents can send to customers after service window expiration of 24h.
AI Agent Assistant
AVAILABLE FROM VERSION 3.40.0
In this AI card you can select from the dropdown menu an XCALLY AI Agent Assistant, by enabling Assistant on your license. In this way when a textual conversation starts, the agent can ask help to the virtual assistant to find answers.
Dispositions
The Dispositions created here will be available when the Agent disposes an interaction coming from this account
See here How to manage dispositions.
Canned Answers
Here you can set a list of canned answers that will be available only when the interaction comes from that Account.
Click on to find a specific item from the list:
or click on to add a new one:
Canned Answers can be deleted or edited and modified: click on and choose the command you want to start:
Actions - Define Whatsapp Routing
In this section you should define the Actions for the WhatsApp account to be executed by adding applications, working rules and intervals.
So when a new Whatsapp interaction arrives, it follows actions inserted here:
Applications List
Applications will be executed in the Action flow in the order they are placed in the list.
Application | Description | Parameters | Other information |
|---|---|---|---|
Agent | Sends a notification to a specific Agent | - Agent name (from list) | A specific agent is contacted and routing stops for the inserted timeout seconds. |
Auto Reply | Sends an automatic reply | - Number of times per interaction: | Scenario |
ChatGPT | Supports action flow of an account to manage interactions with OpenAI models | - Choose OpenaAI cloud provider account |
|
Close | Closes the interaction | - Disposition |
|
GoToIf | Jumps to an action in the flow according to the condition set | - Condition (variable or value) |
|
GotoP | Jumps to an action in the flow choosing the priority you want | - Priority (action in the list to execute) |
|
Noop | Writes information in a log file (for debugging purpose) | - Value |
|
Queue | Sends a notification to a specific Queue | - Queue (from list) | You associate agents to queue based on skills. When a new interaction arrives, it moves to queue depending on chosen strategy (Beepall all / RR Memory) |
System | Executes a unix command or script
| - Command (unix command or script to be executed) | System Application is very useful when you need to: |
Tag | Add a selected tag to the interactions | - Tag list |
|
Interactions
In this section you can find the list of the WhatsApp interactions occurred on the Account:
You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:
or use the button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.
When you click this button, the system will show you the input form:
Now do the following:
Select the Field (scroll the list of all the available search fields)
Select the Operator among those available (eg.: equals, contains, starts with, and so on)
2. Select or insert the Value
3. Add the Condition (click on )
To add more than one condition, repeat the operation, like in the following example:
and choose whether:
the conditions must all be met:
or at least one of them:
When you finish, click on the button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.
If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the button in order to delete all the conditions set at once.
On this list, you can select one or many whatsapp interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):
On the single interaction, the Supervisor can use the three dots command menu in order to:
Spy the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents)
Download a zip file containing the transcript of the interaction
Delete the interaction
Add Agent to WhatsApp Account
On the WhatsApp Accounts list you can add Agents in two ways:
select the WhatsApp Account from the List, click on and choose the menu entry Add Agent to WhatsApp Account:
edit the WhatsApp Account and than click on the add menu button:
and choose the agents names from the list: