Interaction Channels

The MotionCX platform uses third party providers for voice, chat, and email interactions. Before these interaction channels can be used they must be configured properly within MotionCX. Many of the settings required on the interaction channels administration page will be supplied by the MotionCX team during initial setup.

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Interaction Channel Settings

It is important not to modify interaction channel settings that would affect the connection between MotionCX and the corresponding third party service. Changing a setting without first consulting the MotionCX team may result in loss of channel functionality.

To administer interaction channels, navigate to Administration > Interaction Admin > Interaction Channels from the left navigation menu.

Add/Edit Interaction Channel

To create a new interaction channel, click the Create New Channel button in the top right corner of the Interaction Channels page, then select the type of interaction channel to create. To edit an existing interaction channel, click the Actions button next to the interaction channel, and select Edit.

The Create/Edit Interaction Channel window will contain different settings based on the type of interaction channel that is being created or edited.

Add/Edit Interaction Channel > Azure Bot Chat

The Azure Bot Chat interaction channel is used for chat interactions. The Azure Bot Chat create/edit window will consist of two tabs: General and Settings

Azure Bot Chat > General
The General tab is where identifying information is captured for the interaction channel. The Name field is required, while the Description field is an option description to help identify what the channel is used for.

Azure Bot Chat > Settings
The Direct Line Token is a required field that will be provided by MotionCX. The token will be unique to this interaction channel and should not be modified unless instructed to do so by the MotionCX team.

Add/Edit Interaction Channel > Twilio Voice

The Twilio Voice interaction channel is used to allow inbound and outbound voice interactions. The Twilio Voice create/edit window will consist of three tabs: General, Configuration, and Options

Twilio Voice > General
The General tab is where identifying information is captured for the interaction channel. The Name field is required, while the Description field is an option description to help identify what the channel is used for.

Twilio Voice > Configuration
All settings on this tab will be provided by MotionCX and should not be modified unless instructed to do so by the MotionCX team.

• Account SID - This is the Twilio string identifier that acts as a unique username for your organizations connection to Twilio voice services. The Account SID is required to save the interaction channel.

• Auth Token - This is the Twilio authorization token that acts as a unique password for your organizations connection to Twilio voice services .The Auth Token is required to save the interaction channel.

• Default Caller ID - The primary caller ID that will be displayed when making outbound calls with this interaction channel, unless a different caller ID has been specified in other areas of the MotionCX application. The Default Caller ID is required to save the interaction channel. All caller ID's must be setup in Twilio by the MotionCX team prior to use.

• SIP Domain - If using a physical or virtual SIP phone, a SIP Domain will need to be entered. Otherwise, this field may remain blank.

• TwiML Application ID - This ID is required to allow communication between the MotionCX platform and Twilio.

Twilio Voice > Options
The Options tab allows for configurable functionality of call recording and live monitoring of calls.

• Delete Recordings from Twilio after Attaching to Case - If enabled, call recordings will be retained and attached to the case record in the MotionCX platform, but will be completely removed from the Twilio platform. If disabled, call recordings will be retained in both the MotionCX and Twilio platforms.

• Enable Live Monitoring - When enabled, users with Live Monitor permissions and access to the Work Item Detail widget will be able to listen to active calls.

Add/Edit Interaction Channel > SendGrid Email

The SendGrid Email interaction channel is used to manage inbound and outbound email interactions. The SendGrid Email create/edit window will consist of three tabs: General, Settings, and Mailboxes

SendGrid Email > General
The General tab is where identifying information is captured for the interaction channel. The Name field is required, while the Description field is an option description to help identify what the channel is used for.

SendGrid Email > Settings

• SendGrid API Key - This API key is required to allow communication between SendGrid and the MotionCX platform. The key will be unique to this interaction channel and should not be modified unless instructed to do so by the MotionCX team.

• From - The email domain used when emails are sent from the MotionCX platform.

• To - The email domain used when emails from the MotionCX platform are replied to.

SendGrid Email > Mailboxes
Mailboxes are used to route incoming emails to the appropriate queue. One or more mailboxes can be created.

SendGrid Email > Mailboxes > Add/Edit Mailbox
To add a new mailbox, click the Add Mailbox button. To edit an existing mailbox, click the Gear icon next to mailbox name.

• Mailbox User - The username that will be used for incoming and outgoing emails for this mailbox.

• Display Name - The sender name that will be displayed when users receive emails from this mailbox.

• Queue- The queue that will be assigned when emails are received to the Mailbox User.

• Insert Case Number - The location within the email that the case number will be included.

SendGrid Email > Mailboxes > Default Mailbox - If toggled on, this mailbox will be used as the default for incoming email that does not match an existing Mailbox User.

SendGrid Email > Mailboxes > Delete Mailbox
To delete an existing mailbox click the Delete icon next to the mailbox name.

Disable Interaction Channel

If you have an existing interaction channel that should no longer be used by the MotionCX platform, the disabled functionality should be used.

To disable an interaction channel, locate the channel on the Interaction Channels list and click the Actions button, then select Disable. This will automatically disable the interaction channel.

If you would like to re-enable an interaction channel, locate the channel on the Interaction Channel list by using the Show Disabled toggle. Then, click the Actions button and select Enable. This will automatically enable the Interaction Channel.