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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, Collaboration 7 Documentation. Created: September 2023 Updated: December 2024April 2025 Permalink: https://wildix.atlassian.net/wiki/x/AQBHEQ |
Table of Contents
Introduction
There are several ways external users can contact x-bees an agent:
- Via personal contact-me links link (chat and calendar links)
link) in x-bees or Collaboration 7:
- Via Calendar link in x-bees:
- 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:
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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:
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Note: Scheduling a meeting with an agent is available via x-bees only. |
When external user clicks Start new conversation and sends a message, the relevant conversation is created with the agent / Service (Call group):
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- 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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Current limitation:
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When an external user writes a message to a Service, which they already contacted before, the conversation is reused.
Assign conversation to another agent
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Click Assign, select the necessary service and click Apply:
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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Note:
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This opens up possibilities to manage the contact as a CRM lead, log activities. For more details, refer to the guide Salesforce Integration with x-bees - User Guide or HubSpot Integration with x - bees - User Guide.
Add user to Phonebook contacts
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Manage scheduled meetings
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Note: Scheduled meetings are available in x-bees only. |
When Guest User schedules a meeting, a dedicated conversation is automatically
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created:
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Note: Conversations created by external users are public by default (available by link). |
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- 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
Schedule meeting in your own Calendar
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Note: Meeting scheduling is available in x-bees only. |
Agents can schedule meetings in their own Meeting Scheduler in x-bees, which can speed up the meeting booking process in some cases. For this, follow the steps below:
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