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Info

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: September 2024

Permalink: https://wildix.atlassian.net/wiki/x/AQBHEQ   

Table of Contents

Introduction

...

There may be a case when communication with external user was completed and agents left the conversation. In case external user writes a message to such a conversation, the logic is the following:

  • The last assigned agent is All agents belonging to the Service are added back to the conversation (even if the conversation .If there was no previously assigned to a particular agent, all agents belonging to the Service are added . back to the conversation)

Note

Note:

  • If external user writes a message in less than 2 seconds after agent leaves, the agent is agents are not added, unless the external user writes another message.
  • Only agents with x-bees-Standard and x-bees-SuperBee licenses are added to the conversation.
  • In case conversation Service was changed (e.g. external user stated communication with particular group of agents (Service A), but then the service was changed (e.g. to Service B)), agents from the service which external user originally wrote to (Service A), are added back to the conversation.

Conversation tags 

Under conversations with external users, you can find the relevant Service (Call group) or Company from HubSpot/ Salesforce tags, if available:

...