New X (Twitter) Channel Integrated into wolkvox Manager

wolkvox Manager now includes the ability to integrate X (formerly Twitter) channels 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.

Benefits

• Centralizes the handling of public mentions from X on a single platform.
• Allows responding from wolkvox Agent without directly accessing the social network.
• Improves the traceability of social interactions by integrating them into the operational flow.
• Facilitates automatic distribution through routing points, queues, and skills.
• Offers visualization of mention content with its associated multimedia resources.
• Speeds up the handling of public conversations and strengthens the operational continuity of the social channel.

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 "TWITTER" 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. Write 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.

Real-Time and Historical Channel Monitoring

Once the X (Twitter) channel is integrated into wolkvox Manager, its use can not only be managed from the live operation but also becomes available for consultation in various monitoring and analysis views within the platform.

Dashboard / Real-Time Boards

Within "Dashboard" (Boards), then in the "Chat & Interactions" tab, and entering the "Interactions" tab, it is possible to view in real-time the active interactions associated with the X channel per agent. This view allows identifying which advisors are managing interactions from this channel and how many active conversations they have assigned.

Additionally, by selecting an agent, you can consult the details of the active interactions they are handling, including those from X, which facilitates immediate operational monitoring.

Data Monitor

In "Data Monitor", then in the "Interactions" tab, the system allows monitoring the operational activity of this channel in greater detail. There, you can filter interactions by channel and review information such as client, agent, skill, subject, status, activity code, creation date, and closure date.

It is also possible to open each interaction to view its content and context, including posts, mentions, and associated attachments. This makes Data Monitor a key point for supervision, auditing, and quality control of the management performed on X.

Historical Reports

The use of the channel is also recorded in "Reports", within the group of "Interactions and Chats" reports. From there, it is possible to consult historical information of the channel through reports such as "Closed Interactions by Channel", where "X" will appear as an additional channel within the operation.

This allows analyzing interaction volume, closure times, and historical behavior of the channel, facilitating traceability, usage measurement, and data-driven decision-making.

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New Writing and Reading Indicator for WhatsApp Conversations with Human Agents

wolkvox incorporates an improvement in the WhatsApp API Cloud attention experience by enabling two native signals visible to the customer during a conversation with a human advisor: confirmation of message reading through double blue checkmarks and the "typing..." status while the agent drafts a response from wolkvox Agent.

With this update, when the customer sends a message and the human agent starts typing in the response field, the system can send the typing indicator to WhatsApp so that the end user sees in their app that the account is preparing a response. Similarly, the ID of the received message can be used to mark it as read, showing the customer the read confirmation in their WhatsApp interface.

This functionality applies to both the mobile and web versions of the customer's WhatsApp, as long as the account integrated in wolkvox Manager has enabled the visibility of read messages and typing status.

It is important to note that this new feature only applies to WhatsApp connectors of the Cloud API type and only in conversations handled by human agents. It does not apply to chats managed by bots.

Benefits

• More visible real-time attention: The customer can identify that their message has been read and that an agent is preparing a response.
• Less uncertainty during waiting: The typing status helps avoid the feeling of abandonment or lack of attention in the conversation.
• More natural WhatsApp experience: The interaction feels closer, smoother, and aligned with the usual behavior of the channel.
• Greater trust in human management: The customer has clear signals that they are being actively assisted by an advisor.
• Better service perception: Small native indicators of the channel strengthen the conversational experience without requiring additional actions from the customer.

Functionality

• Verify that the WhatsApp API Cloud account is correctly integrated into wolkvox Manager.
• Ensure that this account has enabled the option for the recipient to view:
  • read messages.
  • and the "typing..." status.
• When a customer sends a message to that account, the human agent receives and handles it from wolkvox Agent.
• At the moment the agent enters the text field to draft the response, the customer will be able to see the "typing..." status in their WhatsApp interface.
• If the system marks the incoming message as read, the customer will also see the confirmation through blue checkmarks.

Important Considerations

• It only works with WhatsApp connectors of the Cloud API type.
• It does not apply to bots or automated responses.
• The typing indicator appears when the human agent is typing in the response field.
• The display of reading and typing also depends on whether the account has these options enabled in the corresponding channel.

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New Restriction on Sending Images and Documents from the Agent Chat

A new configuration has been incorporated into wolkvox that allows operation administrators to independently restrict the sending of images and documents by agents within chat channels.

With this improvement, each operation can define more precisely what types of files their advisors can share during a conversation. The configuration is managed from wolkvox Manager, within the administration of the Web Chat channel, in a specific section called "CONTENT RESTRICTION - AGENT", where the controls for "Sending Images" and "Sending Documents" are located.

The behavior depends on the selected configuration:

• If both controls are disabled, the agent will not see the button to attach files in the chat.
• If one is enabled and the other is not, the agent will only be able to attach the allowed type of content.
• If they attempt to send a restricted format, the system will display an error message indicating that this type of sending is not allowed.

This functionality strengthens the channel administration and allows adjusting the attention experience according to the policies of each operation.

Benefits

• Greater operational flexibility: Allows adapting the use of chat to the specific guidelines of each business or campaign.
• More information security: Helps reduce the risk of sharing sensitive, incorrect, or unauthorized files.
• More precise control over attention: The administrator can separately define whether agents can send images, documents, or both.
• Lower margin of error in operation: Avoids accidental sending of unauthorized content from the agent's interface.
• Better alignment with internal policies: Facilitates applying restrictions according to the type of service, process, or access level.

Configuration

1. Log in to wolkvox Manager. Click on "Settings".
2. Enter the "Omni Channel" tab.
3. Then select the "Web Chat" tab.
4. Click on the vertical three-dots icon.

1. Scroll down to find the "CONTENT RESTRICTION - AGENT" section. There you will find two controls:
   • Sending Images.
   • Sending Documents.
     • Configure each option according to your operation's policy:
       • Left circle: this type of sending is not allowed.
       • Right circle: this type of sending is allowed.
2. Click "Save" to save the changes.

Behavior in wolkvox Agent

• If both options are disabled, the advisor will not see the attach files icon.
• If only one option is allowed, the agent will be able to use the attachment, but only with the enabled file type.
• If they attempt to send a restricted file, the system will display a warning message indicating that sending this content is restricted.

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New Reseller Manager Web Version for Centralized Management of Plans, Users, and Rates

The new Reseller Manager web version is now available, a platform designed for wolkvox partners to centrally manage their commercial operations within the Wolkvox ecosystem.

This new application brings together in a single web interface the management of key elements such as users, plans, telephony rates, SMS rates, and commercial exploration tools, allowing for more organized control over the offerings available for each distributor. Additionally, it incorporates an operations summary dashboard with general indicators that facilitate a quick visualization of the business status.

From this new web experience, resellers can navigate between different plan levels, consult SIP user information, review balances, statuses, enabled configurations, and access their account's commercial structure more agilely. All of this in a more modern, accessible environment designed to reduce dependence on manual processes or dispersed tools.

Access to the application is available through the following link: [Click here].

Benefits

• Commercial centralization: Allows managing plans, users, telephony rates, and SMS rates from a single web platform.
• Greater business visibility: The dashboard provides a general summary of operational and commercial indicators.
• Better administrative control: Facilitates reviewing balances, statuses, and configurations of each plan or user.
• More organized navigation: The side menu structure simplifies access to the different sections of the application.
• More efficient experience for partners: Reduces operational complexity by concentrating voice and messaging service management in one place.

Configuration

Access to the Application

• Go to the URL: [Click here]
• Log in with your reseller credentials.
• Upon accessing, you will find the side menu with the main sections of the application.

Main Sections Available

• Dashboard.
• Users.
• Plans.
• Telephony Rates.
• SMS Rates.
• Explorer.