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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 Updated: February 2024 Permalink: https://wildix.atlassian.net/wiki/x/AQBHEQ |
Table of Contents
Introduction
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- Via personal contact-me links (chat and calendar links)
- Via website widget (example from Wildix website below)
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Note: For instructions on how to set up and use Meeting Scheduler and Website Widget, check out documentation: |
How to manage conversations
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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.
In both one-on-one and group conversations with external users, the Info frame displays information about an external user first:
In case of a group conversation with multiple external users, the user to be displayed on the Info frame is selected randomly.
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.
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2. Choose the necessary Service, leaving Unassigned option in the Assignee field. The list of available services is grouped by the PBX they belong to (with the first PBX being the PBX of the user), and sorted alphabetically.
3. Press 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. Members of a service are removed only after the first assign. On subsequent reassigns, existing members of the conversation are no longer removed.
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 button.
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Current limitation:
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Assign conversation to another agent
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In case of a conversation created by an internal user, as soon as at least one external member is added to the conversation, the field Service not assigned appears on the Info frame, with the button Assign:
Click Assign, select the necessary service and click Apply and leave:
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:
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4. Enter the necessary details and click Add:
Manage conversations created from calls
Conversation with external user is also created when receiving an incoming call from an external number / performing an outgoing call to an external number:
- The conversation is created in case the call was answered.
- When opening the conversation, there is a Call button which allows to perform a SIP call from the conversation:
- Service, to/ from which the call was made, is automatically added to the conversation. It is not possible to change the Service.
- In case the Service doesn’t have an SMS number, the message field in the conversation is inactive.
- It is possible to add colleagues to the conversation. If the invited agent calls the external user via the same service, the conversation is reused. Otherwise, a new conversation is created.
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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
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