Page Comparison

Introduction

There are several ways external users can contact x-bees agent:

• Via personal contact-me links (chat and calendar links)
  

• Via website widget (example from Wildix website below) 
  
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  Note
  Note: For instructions on how to set up and use Meeting Scheduler and Website Widget, check out documentation: x-bees Meeting Scheduler x-bees website widget configurationVia website widget (example from Wildix website below)  Image Removed

  
  

How to manage conversations 

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As in other conversations, agent can perform the following actions:

• Schedule an event  
• Send email invitation 
• Mute the conversation for a period of time
• Add more participants

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.

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2. Choose the necessary Service, leaving Unassigned option in the Assignee field. 

3. Pess Press Apply and leave (or Apply, in case you assign the conversation to the Service you belong to):

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Assign conversation to another agent:

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1. Choose the relevant Service

2. Select the agent you want to assign the conversation to in the Assignee field:

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Once you select the Assignee, the agent is automatically added to the conversation. 

Create a CRM contact

When an external user creates a conversation, you can add the user to CRM contacts:

1. On the Info frame, click the three dots button next to the user and select the option View profile: 

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2. Click on the CRM details:

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3. Click Create Salesforce Lead (or Create HubSpot Contact in case of HubSpot integration on the PBX): 

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4. Enter the necessary details and click Save:

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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 or HubSpot Integration with x-bees.

Add user to Phonebook contacts

1. On the Info frame, click the three dots button next to the user and select the option View profile: 

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2. Click on the Phonebook option:

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3. Click Add Contact:

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4. Enter the necessary details and click Add:

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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
  

Title of the conversation is displayed according to the following rules: 

• For an agent, the guest name is displayed in the conversation name. For guest, agent name is displayed in the conversation title.
• In case another guest is added to the conversation, their name is added to the conversation name.
• In case the conversation is renamed, the new name is displayed both to the agent and the 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.

Limitation: 

• When an agent or guest adds other guests or agents, search is limited to initial members of the conversation. It is not possible to find the conversation by entering new members’ names in the search field.

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