XCALLY Instant for Agents
Overview
The XCALLY OmniDesktop enables customer care agents to manage all interactions through a unified, intuitive interface. This page outlines the core functionalities available to agents, with a focus on WhatsApp as the active communication channel.
Upon login, agents are directed to the Dashboard, where they can view:
The queues they are assigned to (specific to active channels; in this case, WhatsApp only).
The number of waiting interactions in each queue.
This helps agents monitor interaction volume and prioritize accordingly.
Contacts
The Contacts section allows agents to view and manage customer contact records. Visibility and access are controlled by permissions set by the administrator.
Only users with the admin role, or user role with the Contact Manager list permission, can add agents to a list.
If the Security Suite (Mask Sensitive Data) feature is enabled customer information (e.g. phone number, email, name) can be fully or partially hidden from the agent.
Agents can filter contacts using:
List Selector – Only lists the agent has permission to view.
Tag Filters – Select tags to filter contacts. When multiple tags are applied to a contact, their label appears grey instead of colored.
Custom Fields – Displayed based on the selected list.
Search Button – For basic keyword search.
Advanced Search – For complex filtering.
Click the Refresh button to update the contact list view
From the contacts panel, it's possible to edit a contact, merge contacts or duplicate a contact.
When an agent receives an interaction from an unknown sender, the system verifies whether the contact already exists in the Contact Manager (CM) by checking available identifiers such as telephone number, email address or any other associated data
If no matching contact is found, a new contact is automatically created—only if a specific CM Trigger has been configured by the system administrator.
The new contact is added to the list associated with the entry point, as defined by the administrator (e.g., a WhatsApp interaction received via a specific queue).
During the interaction, the agent can open the Contact Card and enrich the contact by adding or updating details.
Add a Contact
Click the + Add button.
Enter contact details.
Select the list to which the contact should be added.
Click Add Contact.
You can only add contacts to lists where you have permission. If no permissions are granted, the feature is disabled.
Edit/Modify a Contact
Select a contact from the list.
Click Edit – the contact opens in a new tab.
Modify details in the Detail tab and click SAVE.
Use the blue WhatsApp icon as a shortcut to message the contact.
Moreover you can:
Merge the contact
While editing, click the Merge button.
Use filters to find the target contact (the filter will search the contact by first name, last name, email and phone.)
Select the contact and click OK to confirm the merge.
Duplicate a Contact
Click the Copy button while editing a contact.
Choose a destination list.
Click Add Contact to create a copy.
The Customer Journey tab provides a chronological view of all interactions between the organization and the contact.
Click Show Details to view metadata (agent name, creation time, tags, etc.).
My Contacts
The My Contacts section displays contacts personally managed by the agent. For example, if an agent edits a contact in the Contacts section, it becomes available under My Contacts as well.
So this view is limited to contacts handled by the agent and does not include all list contacts
Agents can:
Create, Search, Edit, Merge, and Duplicate contacts.
Click Refresh to update the list.
WhatsApp session interface
The WhatsApp Channel section displays all interactions handled by agents and initiated by WhatsApp users. Through this channel, administrators can configure WhatsApp Accounts shared among agents assigned to specific WhatsApp Queues. Agents can send and receive WhatsApp messages directly via the standard XCALLY Motion Omni Desktop Interface.
This setup enables seamless communication between customers and agents, offering the following benefits:
Customers can use one of the most popular messaging platforms
Agents interact with customers within a unified XCALLY Motion environment
Agents can handle multiple interaction types simultaneously
Interactions are centralized, searchable, and easily managed
Customer information is stored in the Contacts Manager
A WhatsApp session with a customer remains open for up to 24 hours from the time the customer sends the first message. After this window expires, agents can only initiate conversations using authorized templates from Meta or Kaleyra. For more technical details, refer to Meta documentation. |
All agents assigned to the relevant WhatsApp queue will receive the request in their Omni Desktop interface.
Agents can either accept or reject the interaction. If rejected, the request is routed to another agent in the queue (in the example WhatsAppConn1).
The interaction starts when one agent accepts it: the interaction is locked to the agent, and others can view that the interaction is assigned to the relative agent.
Let's see how a typical WhatsApp Channel session looks like:
CUSTOMER’S SIDE | AGENT’S SIDE |
|---|---|
Inbound interaction
| Inbound interaction During an active WhatsApp interaction, agents view the conversation on the left and contextual information on the right sidebar, including contact details, interaction history and customer journey. |
Outbound interaction | Outbound interaction When customer receives an outbound message through a WhatsApp template (from Meta or Kaleyra), the message will appear in the conversation thread exactly as designed, including any interactive buttons, images, or videos defined in the template. Additionally, if the "Close Interaction with Quick Reply" option is enabled in the campaign settings, the interaction will automatically close when the customer responds with a quick reply. |
Agents can send messages using various input options:
Text field
Emoticons
Canned Answer
File attachments: one per message, max size: 15 MB; subject to admin settings
Voice Message
Media formats and size limits are available in Media - Cloud API
Agents can also add internal notes during interactions.
Message Status Indicators
On the Agent's side, anytime a message is sent:
| A single checkmark means the message encountered a delivery issue |
| A double checkmark means the message was delivered to the WhatsApp recipient |
| If the Interaction tab is open but the agent is currently viewing another interaction, a red notification badge will appear whenever a new message related to the open interaction is received. The badge displays the number of unread messages |
Customers can send location messages using all supported providers (Kaleyra, Meta, Twilio, Sinch V2).
Closing the WhatsApp Interaction
When an agent clicks the X icon on the session tab
and confirms:
the interaction can be:
Closed
Closed & Disposed (refer to Dispositions documentation).
If enabled by the admin, agents will also see a Transfer option (in the three-dot menu) to redirect the interaction.
When agent wants to transfer an interaction to an other agent or queue, he can transfer open interactions only to online agents
So by choosing Transfer option, you have to choose agent or queue (depending on settings) → transfer to an available agent/queue
Example of transfer to an agent
Scenario:
Agent1 initiates a transfer of an open WhatsApp interaction to online Agent2.
The administrator has configured an agent timeout of 300 seconds.
Agent2 receives a transfer notification and has 300 seconds to accept the interaction. During this time, the interaction remains assigned to Agent1.
If Agent2 accepts the transfer within 300 seconds:
The ownership of the interaction is transferred to Agent2.If Agent2 does not accept the transfer within 300 seconds:
The interaction remains assigned to Agent1, and it reappears in Agent1’s unread interactions list.
Example of transfer to a queue
It is also possible to transfer an interaction to a queue—for example, to route it to a different department. When an interaction is transferred to a queue:
A notification is sent to all online agents assigned to that queue.
Any of the notified agents can accept the interaction.
Until the interaction is accepted, it remains assigned to the original agent.
Scenario:
Agent1 transfers an open WhatsApp interaction to a queue (e.g., Sales Queue) that contains multiple online agents. The 300-second timeout applies.
A notification is sent to all online agents assigned to the target queue.
Any of the notified agents can accept the interaction during the 300-second window.
Until accepted, the interaction remains assigned to Agent1.
If an agent in the queue (e.g., AgentY) accepts within 300 seconds:
The interaction ownership is transferred to AgentY.If no agent accepts the interaction within 300 seconds (or no agents are online):
The interaction remains with Agent1 and reappears in their unread interactions list.
Interactions Management
The 24-hour service window applies to both inbound and outbound interactions. Once expired, agents can:
Send a configured Recontact Template (if the interaction is still open)
Send a Template “Available for agent” to reopen the interaction
The list of the interactions managed by the Agents will be available on the WhatsApp Channel Interactions view:
From version 3.53.0
The Sentiment column displays the predominant sentiment detected in the interaction, which can be Positive, Neutral, Mixed or Negative.
Explore Sentiment Analysis for more info
Arrows next to Last Message indicate if the last message was incoming or outgoing
Filters available:
Start Date
Read/Unread
Status (Open/Closed)
Account
Agent (the first one who managed it)
Tags (multi-select)
Search options:
Basic Search (explore more here)
Advanced Search (explore more here)
The interaction can be:
Open
Closed (by an Agent)
Reopen (by an Agent)
If a number appears next to a contact’s name, it indicates unread new interactions within that conversation (interactions have been received, but not managed)
By clicking a row, agents can view:
Full message exchanged in the single session
Sidebar information (Contact, Interaction details, Customer Journey)
Via the three-dot menu, agents can:
View interaction content, clicking on Show
Download a ZIP of the session (with or without attachments, based on permissions)
Close and optionally dispose the interaction
From version 3.48.0
Agents can reopen closed WhatsApp interactions. In this case you will see in purple the indication of date and hour of reopening.
If reopened within 24 hours customer service window, the agent can resume the conversation and handle it again
If reopened after 24 hours expiration, the agent can only send the pre-configured Recontact Template
The Reopen option is available within the interaction view (via the three-dot menu). Agents can:
Add a tag
Reopen the interaction
Define a disposition
WhatsApp and Chatbot Integration
If ChatGPT bot is configured as the first routing step, it handles the interaction until it can no longer continue. At that point, the flow proceeds to the next configured step (e.g., queue).
Key notes:
During chatbot handling, agents cannot take over
Interactions are visible as unassigned while chatbot talks with the user
If an agent clicks on the interaction, it is assigned to the operator, and the bot is deactivated (no longer interacts at the next message. The interaction is displayed as Accepted with the Agent’s name indication).
FROM VERSION 3.49.0
The [Bot] label appears in the Agent column for chatbot-managed interactions to easily know if the chat interaction has been taken over by a Bot.
Agent can filter by: Me, All, Not Assigned, Bot.
Sending WhatsApp templates
Recontact Template (Post-24h Window)
When the 24-hour customer service window expires:
Agents can send a Recontact Template from the Meta or Kaleyra account, by clicking on relative button
The customer receives the template from sender System
If the customer replies, the interaction reopens and is treated as inbound
Outbound Template to a Single Contact
Agents can send templates to individual contacts using a Meta or Kaleyra account only. Otherwise the system warns that the associated account does not allow the sending of new messages.
Agents can send template to a single contact, by using a template “available for agents”
Steps:
Click “+” to create a new interaction
Enter the contact’s phone number
The system checks if the number exists in the Contacts Manager
We highly recommend to fill both Phone and Mobile fields with the same number to ensure compatibility. Single messages sent by agent consider number inserted in mobile field.
From version 3.50.0, if only one field is filled, the system will automatically copy it to the other.
Refer to Phone/Mobile Field Management at this link.
Once a contact is selected:
Choose a template (preview available via the eye icon)
You can only send a new template message as the contact service window has expired
Click SEND to deliver the message and open a new interaction
Scenarios:
Condition | System Behavior |
|---|---|
Contact exists & service window expired | Shows list of available templates to agent |
Contact doesn't exist | Shows list of available templates to agent |
Contact exists & service window active |