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This guide explains how to 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: https://wildix.atlassian.net/wiki/x/AQBHEQ |
Table of Contents
Introduction
There are several ways external users can contact x-bees agent:
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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:
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Current limitation:
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Assign conversation to another agent:
1. Choose the relevant Service
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Or, if you want to assign the conversation to a particular member of the selected service, click on the Assignee field and select the relevant member whom the conversation should be assigned to:
Conversation tags
Under conversations with external users, you can find the relevant Service (Call group) or Company from HubSpot/ Salesforce tags, if available:
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4. Enter the necessary details and click Add:
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
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