Omni Channel Actions Flow

Owned by Valerio Ciotta
Last updated: May 26, 2022 by XCALLY Knowledge (Unlicensed)
4 min read



The Actions that can be defined in order to manage interactions coming through a channel end point (e.g Email Accounts, Chat Websites, and so on) are defined in the Channel Applications list:


The Applications

The Applications will be executed in the Action flow in the order they are placed in the list and may vary according to the channel type.


Application

DescriptionParametersOther information

Agent

Sends a notification to a specific Agent
  • Agent name (from list)
  • Agent timeout: Time in sec for waiting the Agent to accept the interaction. When time is expired, the next application will be executed

AmazonLex

It enables you to use an Amazon Lex BOT.

(AmazonLex integration is available as Chat and Open Channel Action.)

  • Access Key ID
  • Access Key Secret
  • Region
  • BOT name
  • Welcome Message

Auto Reply

Sends an automatic reply. 

(Auto Reply is not available on Fax channel action flow)

  • Number of times per interaction:
    1. One time: the action will be performed only once
    2. Always: the action will be performed each time a message arrives 
    3. First Message: the action will be performed only when the first message arrives
  • Reply Type (available only for email Channel)
  • Text of the autoreply message

On the Email channel only:

  • it is possible to specify whether this action must be performed as Reply (send the reply to the sender) or as Reply-to-All (send the reply to the sender and to all recipients in CC).
  • you can insert a custom header to notify external systems that this is an automatic reply:

'Auto-Submitted': 'auto-replied'
'X-Auto-Response-Suppress': 'All'
'Precedence': 'auto_reply'

Close

Closes the interaction
  • Disposition

Dialogflow

(Deprecated from rel. 2.5.7)

Activates a conversational agent defined on Google Dialogflow 
  • Dialogflow API Client Key (or Developer Key in a testing phase)
  • Language
  • Welcome Message (this parameter is optional: if not used the Snippet "Allow Customer writing before customer accepting" switch must be set as ON)

DialogflowV2

(Starting from rel. 2.5.7)

Activates a conversational agent defined on Google Dialogflow.


  • Project ID
  • Client Email
  • Private Key
  • Language
  • Welcome Message (this parameter is optional: if not used the Snippet "Allow Customer writing before customer accepting" switch must be set as ON)

Gotoif

Jumps to an action in the flow according to the condition set
  • Condition (variable or value)
  • True Priority (action in the list to execute if the condition is satisfied)
  • False Priority (action in the list to execute if the condition is not satisfied)

GotoP

Jumps to an action in the flow unconditionally
  • 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)
  • Timeout: Time in sec for waiting the Agents in the Queue to accept the interaction. When time is expired, the next application will be executed

System

Executes a unix command or script.


  • Command (unix command or script to be executed)
  • Variable (optional: where to store the command/script result)

System Application is very useful when you need to:

  • get information from a source external to XCALLY Motion (e.g. DB tables, CRM, other)
  • provide XCALLY Motion interaction information to external applications

For example: In the following statement, the command field executes a script to verify the message.from (sender) value and inserts the result in the VAR1 variable:

Tag

Add the selected tag to the interactions
  • Tag list

TVox

It enables the Agent to manage the chat interactions on TVox
  • Service ID
  • Channel ID
  • TVox IP URL 
  • TVox Login REST Url
  • TVox Session REST Url
  • TVox Username
  • TVox Password
  • Motion URL on Ring 
  • Motion URL on Answer
  • Motion Title
  • Motion URL




Dialogflow in-depth study


Dialogflow (any version) integration is currently available only as a Chat Websites Action (starting with XCALLY Motion Version 2.0.71) and as an Open Channel Action (starting with XCALLY Motion Version 2.3.6). In this context you can, for example, let a chat or an open channel interaction be managed by a Bot (according to Intents, Entities and Fallback Rules defined on Dialogflow) and make your Agent chime in conversation only when needed.


Remember to set on Dialogflow the intent "end of conversation", that will be considered as the end of the customer-bot interaction before to end the session or connect the customer to an agent, according to your action flow rules.

The agent will take the bot place from that moment on and open the whole interaction history.


Using Dialogflow to create a ChatBot: an Example

Dialogflow API Keys

First thing to do on Dialogflow is to create an Agent.
After your agent is created you will be able to retrieve the API Keys to be used in the XCALLY Dialogflow application: see the Client access token field on Dialogflow please.

Insert please your Dialogflow Client access token inside the XCALLY Dialogflow application Key field:


Dialogflow Intents

After the agent is created, you can proceed with your Intent creation: basically intents define the expected customer questions (named Training phrases) and related Bot answers (Text responses).