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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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Current limitation:
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Assign conversation to another agent
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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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