Twitter

How can you send/receive Twitter messages from XCALLY?

 XCALLY Motion Openchannel offers the integration of Twitter as a New Channel, allowing:

• the Customers to interact with your Agents sending direct messages to your Twitter Account;
• your Agents to receive the incoming messages on a special Twitter Queue and to reply from the XCALLY Motion standard GUI;

• the Customers to receive the messages back on Twitter;

or:

• the Customer to post short messages (tweets) for anyone who follows you on your Twitter page;
• the Agent to receive it as a interaction on the Omnidesktop Interface and to reply to it.

From XCALLY Motion version 2.1.0 onwards:

Twitter allows you to exchange png/jpeg pictures and mp4 videos as an attachment (any other format will not be managed). By now, our integration allows to exchange or text or attachments (not both of them in the same message). Stay tuned for further development!

In order to make it work you need to:

• setup a Twitter account and enable it as a “developer”;
• configure an Openchannel account;
• create a dedicated queue in the Openchannel section:

Setup Twitter Account

• Apply for Developer Account (https://developer.twitter.com/en/apply-for-access)

• Create the application (https://developer.twitter.com/en/apps). Following some new implementations of API 2.0 by TWITTER and as our integration only supports API 1.1, we recommend creating the app in the “Standalone” section.

• Allow your Twitter application to Read, write, and direct messages access type (https://developer.twitter.com/en/docs/basics/authentication/overview/application-permission-model.html):

1. Open Twitter App configuration
2. Open Permissions tab and make sure that selected Access permission is Read, write, and direct messages

• Generate Access token & access token secret for your Twitter App (https://developer.twitter.com/en/docs/basics/authentication/guides/access-tokens.html)

Remember to save keys, secret keys and access tokens from your Twitter application because you will need later them in order to configure the AppZone plugin.

• Enable, under “Dev Environments”, “Account Activity API / Sandbox” section

Remember to save Dev environment label from your Twitter application because you will need later them in order to configure the AppZone plugin.

NOTE: More info at: https://developer.twitter.com/en/docs/accounts-and-users/subscribe-account-activity/guides/getting-started-with-webhooks

Setup the Open Channel Account on XCALLY Motion

• Download and install the Twitter Plugin you find in the App Zone Page
• Create a new Open Channel Account in your XCALLY Motion server in the Openchannel Section:

and add the Agents you want to interact through this channel to it.

Make sure you set up the Open Channel Account correctly:

Complete the Open Channel account configuration (Disposition, Action, etc);

• Create a new Open Channel Queue:

• and the Add Agents to it;

• Configure the Plugin for Twitter Integration panel:

Remember to restart the plugin after the changes!

Additional Information

Rate limits

• Read rate limits guidelines provided by Twitter

Network and Security guidelines

• Read security guidelines provided by Twitter
  
• Be sure that your XCALLY Motion server can be reached by Twitter Webhook system on TCP port 443

if you want to use our Proxy, remember to add it at the end of the row:

https://chat.xcallymotion.com/api/plugins/webhook?port=3002&encoding=binary&path=/api/messages&token=yourtoken

Debugging

All of the log files for Twitter plugin events are available at /var/log/xcally/openchannel-twitter-info.log