Introduction

wolkvox Manager incorporates the ability to integrate "X" channels (formerly known as "Twitter") within the Omni Channel configuration. This allows public mentions directed at a corporate account to automatically enter the operation's attention flow.

This integration is done directly with X's API v2 and is designed to centralize the management of public interactions from the same platform. Once the account is configured, the system continuously monitors received mentions and converts them into interactions that can be processed by the defined routing point. These interactions are then distributed to queues, skills, or agents according to the flow design.

From wolkvox Agent, the advisor can view the complete interaction, including the content published by the user, the context of the mention, and associated multimedia resources such as images or videos. Additionally, they can respond directly from the platform without needing to switch tabs or leave the attention environment.

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How to Configure or How the Process Works

1. Add the X Account in wolkvox Manager

To integrate an X channel in wolkvox Manager:

1. Go to "Settings" from the top-right menu.
2. Enter the "Omni Channel" tab.
3. Select the "X" tab.
4. Click on "Add X Account".

2. Authorize the Connection with X

1. In the modal window, click "Continue with X".

1. The system will redirect you to the X authorization window.
   1. Click "Authorize App" to allow access to the account.

3. Complete the Channel Configuration

After authorizing the account, a configuration form will appear where you must:

1. Enter a configuration name.
2. Select the routing point that will process incoming interactions.
3. Then click "Save".

1. If the process completes successfully, the system will display the message: "X account successfully connected".
2. The account will be listed in the X configurations table within wolkvox Manager. There you can view:
   • Configuration name
   • X username
   • Routing point
   • Status
   • Available actions such as "Edit" and "Delete"

5. Receiving Interactions from X

When a user mentions the integrated account, the interaction can enter wolkvox according to the flow defined in the configured routing point.

It is important to note that if you want to send this interaction to a specific queue or agent, the flow must include the Transfer Skill component or the corresponding distribution logic.

6. Management from wolkvox Agent

The agent can access the interaction from:

1. Interactions
2. Inbox
3. Selection of the corresponding interaction
4. From there, they can see:
   • The user who made the mention
   • The published text
   • The context of the post
   • Associated images or videos
   • Direct access to the post on X

To respond from wolkvox Agent:

1. Click "Reply".
2. Write the message in the enabled field.
3. Click "Send".

The system will display the confirmation: "Your message has been sent".

Once sent, the response will be published on X as part of the customer's conversation.