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This Guide explains how to set up and use Kite Meeting Scheduler allowing Guest Users to access Agents' calendars and schedule meetings with them. Other x-bees documentation: x-bees documentation. Created: July 2022 Updated: January 2023 Permalink: https://wildix.atlassian.net/wiki/x/dgHOAQ |
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Introduction
Thanks to Google Calendar and Microsoft 365 integrations, it is possible for external users to schedule meetings with Agents using Kite Meeting Scheduler.
General Requirements
- Min. supported WMS version: 6.01.20220621.2 and higher
- Licensing: min. x-bees-Standard for access to Kite settings to set up calendars
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- Scheduling of meetings is currently not available for group of Agents
Google Calendar
- Admin access to PBX, Google Suite Admin Console and Google Workspace
Microsoft 365
- Admin access to PBX, Microsoft organizational account with enabled Global administrator role (Azure AD)
- Agents should have a valid license allowing them to use Outlook and mailbox
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- Calendars added via Outlook -> Settings -> Add personal calendars / Add from directory are not synced
Google Calendar and Microsoft 365 Integrations Activation for Admins
Google Calendar Activation
To activate Google Calendar integration, follow the steps described in x-bees Admin Guide.
Microsoft 365 Activation
To activate Microsoft 365 integration, follow the steps described in x-bees Admin Guide.
Integration Settings for Agents
Calendar Settings
Once the integration is activated, Agent needs to set up calendars and available slots:
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The link under Profile details appears and Agent can copy it and share with Guest User. Guest User can also schedule a meeting via in Kite 1-1 widget.
Agent can also limit the dates when a meeting can be booked. For this, the following part should be added to the Schedule link:
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Manage scheduled meetings
When Guest User schedules a meeting, a dedicated conversation is automatically created
Note Current limitation: scheduled meetings with the same Guest User are not synced in one conversation, each time a new conversation is created.
Kite conversation can be assigned to a particular agent of a Service (Call group). Service is determined automatically. You can assign a conversation to yourself or any other agent.
To assign the conversation to yourself, click Assign to me:
To assign conversation to another agent, select service and choose an agent from the Assignee drop-down list:
Note Note:
- After assigning the conversation for the first time, all other agents are removed.
- In one-on-one conversations, after assigning it to particular agents, those agents are added as group chat members.
- You cannot assign conversations for dynamically added agents.
When assigning conversation to yourself, without selecting a service, the nearest random call group is automatically selected.
Limitation:
- It is currently impossible to assign a conversation to agents belonging to another PBX in WMS Network.
- 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
Meeting scheduling for external users
Schedule a meeting
It is possible to schedule a meeting:
- in Kite 1-1 widget
by direct link to the Meeting Scheduler shared by a specific Agent, e.g. https://x-bees.biz/kite/ksenia.babych@wildix.com/schedule
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- Specify a subject, duration (by default, meeting duration is 30 min) and choose an available slot (it is possible to schedule a meeting a month in advance at maximum)
- Click Schedule
- Log in if required
- The meeting is scheduled
Note Note: Starting from x-bees Web v. 1.15.1.409630, maximum 2 scheduled meetings with one agent are allowed. Further meetings with the same agent can be scheduled after at least one of the meetings has passed.
Manage scheduled meetings
When a meeting is scheduled, a dedicated conversation is automatically created
Note Current limitation: scheduled meetings with the same Agent are not synced in one conversation, each time a new conversation is created.
- Guest User also receives an email notification about the scheduled meeting. An event for the scheduled meeting should be manually added to Guest User's calendar
- Guest User can change the meeting's duration, reschedule or delete it via Kite the scheduler interface or in a conversation by clicking on the calendar icon. In case of changing meeting details, the relevant notification is displayed in the conversation and emails are sent both to Guest User and Agent
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- Before the meeting, a reminder notification is sent
Invite other members
Guest user can invite other members to the conversation via the Add member button:
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