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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 Permalink: https://wildix.atlassian.net/wiki/x/AQBHEQ |
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)
Note Note: For instructions on how to set up and use Meeting Scheduler and Website Widget, check out documentation:
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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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.
Assign conversation to a Service:
1. Click on the Service field:
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Current limitation:
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Assign conversation to another agent:
1. Choose the relevant Service
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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:
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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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4. Enter the necessary details and click Add:
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
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