XCALLY Integration

How to Setup

Create the Newo project

If this project already exists in Newo Builder, skip this subsection and continue with the integration-specific settings below.

1. In Newo Builder, open the projects list and click Create Project (or Create New Project from the top-right menu).

2. Fill IDN and Title. The exact names do not matter; use any clear names your team will recognize.
3. In Registry, choose the release channel:
   • staging — the newest module fixes appear here first. Use it when you need the latest fix, but expect possible unfinished changes.
   • production — the final stable version for live projects.
4. In Module, select the module for this integration.

5. Leave Module version on Latest version unless support tells you to pin a specific version, then click Create.

Fill Newo XCALLY Settings

Fill every field in the XCally Module group in Newo Builder.

Use these values:

Field	Value
XCALLY API Key	XCALLY API key / JWT
XCALLY Base URL	https://demo5.csc.ee/api
XCALLY Open Channel Account ID	9
XCALLY Default Contact List ID	73
Return AI After Operator Closes Dialog	True
XCALLY Automatically Add Default Scenarios to Canvas	True

Important:

• Base URL must end with /api
• Base URL must not end with /
• The contact list must belong to the same XCALLY Open Channel account
• XCALLY Incoming Webhook URL is generated automatically on publish and stored in a hidden field
• The XCALLY setup creates its own Newo Chat connector: xcally_proxy_chat

Quick check:

Check	Expected
API key	Not empty
Base URL	Ends with /api
Account ID	Number
Contact list ID	Number
Return AI after close	True
Auto scenarios	True

Publish and Verify XCALLY Account Settings

Click Publish All in Newo Builder.

After publishing, XCALLY Integration creates and starts a dedicated Newo Chat connector named xcally_proxy_chat. This is the chat connector that supports XCALLY live-agent handoff.

If you want to use a website chat with XCALLY support, use the widget script from xcally_proxy_chat. Do not use the default newo_chat widget for XCALLY handoff tests: regular newo_chat messages are ignored by the XCALLY bridge.

After publishing, open XCALLY and go to Channels -> Open Channel.

Find the account with ID 9.

Open that account and verify:

• Reply URL points to https://hooks.newo.ai/...
• List is the expected contact list
• account key matches the Newo project you are testing

Check XCALLY Agent Side

Open XCALLY agent UI.

Login as the test agent.

Make sure the agent is online.

Open:

Open Channel Interactions

Set filters so they do not hide new interactions:

Filter	Safe Value
Date	Today or current test range
Status	Open
Account	Correct Open Channel account or All
Agent	Correct test agent or All
Read / Unread	All

If the table is empty before testing, that is okay.

How to Test

Basic Handoff Test

1. Open the xcally_proxy_chat Newo chat widget
2. Ask for a live operator
3. Confirm the handoff
4. Verify that a new interaction appears in XCALLY
5. Reply from the XCALLY operator UI
6. Verify that the reply appears back in the xcally_proxy_chat widget

Expected result:

• The user stays in the same xcally_proxy_chat chat
• XCALLY receives the interaction
• Operator replies return through replyUri