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Info

This guide explains how to manage conversations with users that come from personal link, meeting scheduler or website widget.

Other documentation: x-bees documentation, Collaboration 7 Documentation.

Created: September 2023

Updated: April 2025

Permalink: https://wildix.atlassian.net/wiki/x/AQBHEQ   

Table of Contents

Introduction

...

Note

Note:

  • If external user writes a message in less than 2 seconds after agent leaves, the agents are not added, unless the external user writes another message.
  • Only agents with x-bees-Standard / UC-Business or higher subscription plans are added to the conversation.
  • In case conversation Service was changed (e.g. external user stated communication with particular group of agents (Service A), but then the service was changed (e.g. to Service B)), agents from the service which external user originally wrote to (Service A), are added back to the conversation.

Automatically adding Call group manager to conversations

In case agent didn't respond to an external user message (including SMS) in a conversation assigned to a Service within 60 minutes or more, a Call group manager is automatically added to this conversation.

Also, the manager receives an email about the conversation. 

Note
Note:
  • License requirement: x-bees Standard license or higher
  • Call group manager is taken from WMS -> Dialplan -> Call groups tab -> relevant Call group settings -> Missed calls manager field.

Conversation tags 

Under conversations with external users, you can find the relevant Service (Call group) or Company from HubSpot/ Salesforce tags, if available:

...

Note

Limitation: In case of a WMS v. 6.05.20231215 or lower, Service tag may be missing for conversations created after performing an outgoing call, and a duplicate conversation can be created for the same external phone number in case of a missing Service tag.

Manage scheduled meetings

Note

Note: Scheduled meetings are available in x-bees only.

...

  • Agent also receives an email notification about the scheduled meeting



  • An event for the scheduled meeting is automatically added to Agent’s calendar. For Google Calendar it is necessary to confirm it by clicking Yes, otherwise, the slot is assumed as available


  • Agent can change the meeting's duration, reschedule or delete it. In case of changing meeting details, the relevant notification is displayed in the conversation and emails are sent both to Guest User and Agent
  • Before the meeting, a reminder notification is sent

Schedule

...

meetings in your own Calendar

Note

Note: Meeting scheduling is available in x-bees only.

...

  1. Open x-bees Scheduler page
  2. Type the Subject
  3. Enter the external user email in the Additional members field
  4. Choose a slot and press Schedule

Manage conversations with external users on mobile

On mobile, you also can manage conversations with external users as on the web:

...