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This guide explains how to configure x-bees manage conversations with users that come from personal link, meeting scheduler or website widget. Other x-bees documentation: x-bees documentation. Created: September 2023 Permalink: |
Introduction
There are several ways external users can contact x-bees agent:
- Via personal contact-me links (chat and calendar links)
Note Note:
For instructions on how to set up and use Meeting Scheduler and Website Widget, check out documentation:
- x-bees Meeting Scheduler
- x-bees website widget configuration
Via website widget (example from Wildix website below)
How to manage conversations
Following agent's personal contact-me link or using website widget, external user can start a new conversation or schedule a meeting with the agent:
When external user clicks Start new conversation and sends a message, the relevant conversation is created with the agent / Service (Call group):
Title of the conversation is displayed according to the following rules:
- For an agent, the guest name is displayed in the conversation title both in one-on-one and group conversations.
- In case another guest is added to the conversation, their name is added to the conversation name.
- For guest, agent name is displayed in the conversation title in case of a one-on-one conversation.
- In case of a group conversation or direct conversation via widget, service name is displayed in the conversation title.
- In case the conversation is renamed, the new name is displayed both to agent and guest.
- Avatars are set according to the displayed name (agent or service for guest). In case of adding or removing users, conversation avatar is updated accordingly.
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Limitation: When an agent or guest adds other guests or agents, search is limited to initial members of the conversation. It is not possible to find the conversation by entering new members’ names in the search field. |
As in other conversations, agent can perform the following actions:
- Schedule an event
- Send email invitation
- Mute the conversation for a period of time
- Add more participants
Other actions include possibility to assign conversation to another agent or service, create a CRM lead and add contact to a phonebook.
Assign conversation
The conversation can be assigned to a particular agent of a Service (Call group). You can assign a conversation to yourself or any other agent.
Assign conversation to a Service:
1. Click on the Service field:
2. Choose the necessary Service, leaving Unassigned option in the Assignee field.
3. Pess Apply and leave (or Apply, in case you assign the conversation to the Service you belong to):
Then, depending on the type of conversation, the logic is as follows:
- One-on-one conversations (created via direct chat link or via a widget with 1 agent): after reassigning the conversation to a service group where the agent is not present, the members of the call group are added and the agent is not removed from the conversation.
- Group conversations (e.g. conversation with Call group members created via website widget): after assigning the conversation to another service group, the members of the previous group are removed, and the members of the new group are added. Any additional members or guests remain in the group. If the agent that assigns conversation to another service, doesn't belong to the group, the agent is automatically removed from the conversation after clicking the Apply and leave button.
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Current limitation:
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Assign conversation to another agent:
To assign the conversation to yourself, click Assign to me:
Rename conversations
Manage scheduled meetings
When Guest User schedules a meeting, a dedicated conversation is automatically created
Note Note: Conversations created by external users are public by default (available by link).
- 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
Title of the conversation is displayed according to the following rules:
- For an agent, the guest name is displayed in the conversation name. For guest, agent name is displayed in the conversation title.
- In case another guest is added to the conversation, their name is added to the conversation name.
- In case the conversation is renamed, the new name is displayed both to the agent and the guest.
- Avatars are set according to the displayed name (agent or service for guest). In case of adding or removing users, conversation avatar is updated accordingly.
Limitation:
- When an agent or guest adds other guests or agents, search is limited to initial members of the conversation. It is not possible to find the conversation by entering new members’ names in the search field.
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