The key to an effective Customer Service is focusing in the Channels (remember: a channel is a way you interact with your customers) where your Customers are: what you need to do is to let them contact you using many interaction points, like Email, Chat, SMS, but also Facebook, Twitter, Wechat or any of the most used social media platforms.

XCALLY Motion Open Channel enables you to develop your favorite channel integration in just few steps: you will be able to easily manage your customer interactions through any channel inside the same OmniDesktop interface (i.e.: a received message can be routed inside a queue and agents can reply to messages through the Motion interface).

How Open Channel works

XCALLY Motion provides all the necessary tools to receive/send messages to/from an open channel account. All you need to do is implement a simple web service to exchange messages between XCALLY Motion server and your favorite channel.

Note that basic programming language knowledge is required (you can use any programming language you prefer to develop the web service).

Send messages

To send a message from an Open Channel account, you need to configure the Reply URL of the Open Channel account according to how you have developed your web service. When an agent sends a new message or replies to a message from an Open Channel account, XCALLY Motion will make an HTTP POST request and passes message and contact information to the URL configured for that account.

Receive messages

Receiving a message to an Open Channel account is as simple as making an HTTP POST to the account Receive URL: we provide an API that can be used to write messages to an Open Channel account. The URL is automatically generated for every open channel account and you can find it under the Settings section of the Open Channel account (there are mandatory and optional parameters that should be passed in the POST request).

About Open Channel

Develop your favorite Customer Service Channel!

Openchannel enables you to interact and exchange messages with your customers via your favorite channels. We have created some examples to get you started on the road towards enjoying the full benefit of open channel.

You can download the source code and watch the configuration of the examples (modify them according to your needs):

Please read about New Channels Configuration Steps here before!