What are the WhatsApp Accounts?

With XCALLY Motion you can share a single WhatsApp account among several Agents and use it in a way similar to a voice queue.

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 (e.g. Twilio)
the Motion WhatsApp Connector account
the WhatsApp Connector Queue

and manage WhatsApp messages exchange using XCALLY Motion, as well as for the other channels.

Remember to add the Agents to the WhatsApp Account in order to let them manage the interactions through this channel.

On this page:

The 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:

TWILIO

SINCH

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: Account SID, Authorization Token and Base URL (information can be retrieved from Sinch Platform)

Phone: the solution provider phone number

Description: insert here a description (optional)

At the end click on Add WhatsApp Account.

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.

Twilio Accounts:

Account SID and Authorization Token information can be retrieved from the Twilio Account
The Receive URL is the auto-generated API URL: this value must be copied and pasted in the Twilio 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.

The Setting section of the Notification is under the general settings of a channel account and allows to:

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):

This section is the same for all types of domain (Twilio, Skebby, Connectel, ClickSend or Plivo)

Disposition

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 a new field will be displayed: click on the field to view all the available pauses and select one.

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:

General (marked by a icon) and Local (specific for Account and marked by the Channel type icon) Canned Answers will be available in a blended list when editing messages in the Agent interface.

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)

Select or insert the Value

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 form it is possible to:

modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

When an advanced search selection is active

As long as the search conditions are operational, the Advanced Search button will notify it by changing its color (light blue on a white background) and blinking

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters:

On this list, you can select one or many mail 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

Interactions log files

Interactions history is saved in files which are specific per channel.

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:

If the agents are not added to the WhatsApp Account, they will not be able to see the interactions exchanged in the account interactions list.

Add Agents

Remember to add the selected Agents to any new Account you create!

XCALLY Motion V2

WhatsApp Accounts