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This User Guide explains how to access and use x-bees and describes the basic operations: how to manage calls, create conversations, schedule conferences etc. Other x-bees documentation: x-bees documentation. Created: February 2022 Updated: August 2023 Permalink: https://wildix.atlassian.net/wiki/x/ngrOAQ |
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Introduction
x-bees is the customer management communication solution you need for managing leads, improving customer service and increasing sales.
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- Real–time customer communications
- Sales enablement
- Customer retention and satisfaction
Prerequisites
Supported browser
- Chrome
Mobile apps
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- No way to send SMS messages and Faxes via x-bees
- No way to listen to Voicemails and Call recordings, but you receive a copy via email
- Access to the web version and mobile apps of x-bees is available starting from the x-bees-Basic license
Login
Users of the PBX receive an invitation via email with the link to join x-bees and download mobile apps. The invitation email should be sent by the PBX admin from WMS.
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Note: if you are not sure, what your Wildix PBX domain is, please check with your system administrator. |
Settings
User picture
In case you were previously using Collaboration, your user picture is synced with Wildix Collaboration.
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- Click on your user picture in the upper left-hand part of the screen to open Settings
- Click on your user picture to open profile information
- Click Upload image and select a new picture
- Crop and scale and click Apply
Language
Language is currently selected based on your Browser language.
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Note: professional translation is currently available in Italian, German, Spanish and French. |
User status and status message
The following user presence statuses are available in x-bees:
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- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Availability, click on Set a status
- Enter the status message into the field, set date and time to clear the status after (optional)
- Click Save
To check the status message, click on your user picture in the upper left-hand part of the screen to open Settings. Under Status, check the message
Notifications
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To enable/ change notifications settings:
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Call settings
Call forwarding
To enable/ change call forwarding settings:
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To make a call: select a phone number and press the key combination. The call is placed via the active advice chosen in x-bees.
Audio and video device settings
To change the active devices for audio/ video:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Audio and Video
- In this menu, you can select and test the active device for Speakers, Ringing, Microphone and Video:
Kite settings
Kite settings let you create a professional email signature with contact-me button, which allows recipients to reach out to you via x-bees, website widgets and set up calendars for Meeting Scheduler.
Click on your user picture in the upper left-hand part of the screen to open Settings.
Under Settings, click Kite settings
- You get redirected to this portal: https://app.x-bees.com/kite/console
Email signature
- Fill out the form which includes the following fields:
- Full Name
- Company
- Job title
Additional information: - Phone
- Address
- Custom link
- Title for custom link
Custom text field
On the email preview, you can see how your email signature looks like. Two buttons, Chat with me and Schedule a call (which leads to the Meeting Scheduler), are automatically added.Note Note: The link to the meeting scheduler is added to the email signature for all users with x-bees Standard and x-bees SuperBee licenses, regardless of whether the calendar integration is enabled or not. In calendar integration is missing, the link should be removed manually.
Under Email signature preview, click Copy to clipboard or Download file to further apply the signature in your email client
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Note: If you change avatar/ name/ or other data, a new signature with the updated info should be created. |
Website widgets
Using x-bees widget, website visitors can communicate with agents via chat, video conference, share data, all in just a few clicks. And the chat requests from website visitors are easily managed by PBX users via x-bees interface.
Documentation: x-bees website widget configuration.
Calendar settings - Google Calendar/ Microsoft 365 integration
Thanks to Google Calendar and Microsoft 365 integrations, it is possible for external users to schedule meetings with Agents using Meeting Scheduler.
Documentation: x-bees Meeting Scheduler.
External profile link (WebRTC link)
To get your profile link, by which external users can contact you, click on the Chat link button under Profile details section in Settings:
Extensions
In this menu, you can install the Wildix Integration Service (required for Headset Integration) and x-bees Chrome extension:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Extensions
- Install the Integration service/ x-bees Chrome extension
Inbound services ("Contact center")
The contact center feature present in Wildix Collaboration is available in x-bees and allows you to view the available services (call groups) and dynamically log in/ log out from them:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Availability, enable Inbound services
- Enable the switch next to Inbound service requests: the switch allows you to dynamically join the inbound services (call groups)
- Under Inbound Services: enable those services (call groups from your PBX) that you would like to join as a call agent (in this menu you cannot change the status in services, to which you were added statically via WMS)
Updates
When there is a new version available, user can see the following notification and the only step that needs to be done to get the update is to refresh the page:
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- Click on your user picture in the upper left-hand part of the screen to open Settings
- At the bottom of the screen, click About
Logout
- Click on your user picture in the upper left-hand part of the screen to open Settings, then click Log out
Feedback
You are invited to send us feedback, provide suggestions and report problems!
To send your feedback, click on the Feedback button at the left of the screen:
Conversations
Group conversations
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Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration! |
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- Click on + from the top panel
Enter conversation name and description (optional) and click Next:
If you want external users in the conversation to have read-only access to it, turn the toggle on in front of the Read only conversation option. External members in read-only conversation can view messages, add reactions, add new members to the conversation, but cannot send messages.
If you want the conversation to be available by link, turn the toggle on in front of Available by link option.:
Note Note: Conversations created by external users (e.g via Meeting Scheduler) are available by link by default.
When conversation is available by link, the relevant link icon is displayed next to conversation name on the Info frame. Clicking on the icon and sending the URL to other users, you can invite them to the conversation:
- Add participants and click Invite and create:
You can add PBX users, Salesforce or HubSpot leads and contacts, Phonebook contacts, email addresses
Note Note:
- The maximum number of users that can be added to a conversation is 1000.
- Participant should have an email address to be added to a conversation.
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On the Members list panel, you can see the list of all members of the conversation, and use the Search field if required:
Start a conference or schedule an event
Start a call with all the participants: click on the Video icon from the upper right-hand part of the conversation screen
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Note: If participants' emails don't match with those in x-bees, the participants are not automatically added to the conversation, but they can still join via the link. |
One-on-one conversations
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Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration. |
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Note: From one-on-one conversations, same as from group conversations, you can start a conference or schedule it via Google or Microsoft 365. |
Conversations features: reactions, quote, forward, edit, delete, tagging, file sharing
The features described below are available both in one-on-one and in group conversations.
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- Send one more multiple files: click on the paper clip icon from the input field or use drag and drop to add your files:
Screen sharing
From a conference:
To start screen sharing, you need to start a conference in a conversation:
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Current limitation: In case a call is transferred to a device which doesn't support screen sharing (for example, WP phones, etc) the button "Screen Sharing" is not disabled. This will be fixed in further releases. |
Hide or leave a conversation
- Right-click on a conversation from the list of active conversations and press Hide or Leave conversation:
- Alternatively, click on the More (three dots) button on the Conversation Info frame and click Leave conversation
Conversations filter
Conversations on the Inbox page in x-bees are split by the following tabs:
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When proceeding to the conversation with unread messages, there is the New messages separator that separates the new messages from the old ones:
Assign conversations with external users
In case there is at least 1 external member in a conversation, there is an option to assign the conversation to a service (Call group). On the Info frame, click the button Assign next to the option Service not assigned:
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Once you select the assignee, the conversation is automatically assigned to the selected member.
Scheduled meetings
When a Guest User schedules a meeting, a dedicated conversation is automatically created:
The conversation can also be assigned to a particular agent of a Service (Call group). Service is determined automatically. You can assign a conversation to yourself or any other agent.
To assign the conversation to yourself, click Assign to me:
To assign conversation to another agent, select service and choose an agent from the Assignee drop-down list:
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Note:
Limitation:
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When a guest user clicks the Start new conversation button via the Meeting Scheduler or your Chat link, x-bees looks up if the guest had a conversation with the same agent before – if positive, the communication continues in the same channel.
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Note:
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Conversation tags
Under conversations with external users, you can find the relevant Service (Call group) or Company from HubSpot/ Salesforce tags, if available:
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Service tag is displayed if the conversation is assigned to a service. Company from HubSpot/ Salesforce tag is shown if the contact is found in HubSpot/ Salesforce.
Email notifications about unread messages
x-bees sends email notifications about unread messages so that you don't miss anything out. The emails include the name of conversations (maximum 5 latest conversations) and the number of unread messages, as well as “Open x-bees” button to proceed to the app.
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For more details, check out this page on our news blog.
Calls
Active calls are synced between x-bees and Collaboration.
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This means, if you want to change the active app (x-bees or Collaboration), then refresh the web page with that app.
Select an active device for calls
You can make and receive calls directly from x-bees or control other devices registered to your account, including hardware phones (WP, W-AIR), W-AIR Headsets, smartphone apps (iOS / Android) and mobility extension (mobile phone). The first available device is displayed to a user upon the first login.
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- Click the Dialpad icon from the top menu
- To the left of the green Call button, click This device
- Select the preferred option from the list (e.g. Android x-bees, iOS x-bees, etc.)
Outgoing and incoming calls are received on the selected device, until another device is chosen.
Start a call from Dialpad
You can start an internal or an external call from the Dialpad:
- Click the Dialpad icon from the top menu
- Type a name of a user, a phonebook contact, a Salesforce/ HubSpot lead or contact, or just enter a phone number into the field
- In case a contact has more than one number, click on the arrow next to the match, to view the available options
- Click on the green Call icon from the Dialpad to start a call
Selecting Caller ID for outbound calls
If you need to make an external call, but don’t want to show your office phone number, you can select the phone number of the relevant service (e.g. tech support, sales, accounting, etc.) before placing a call:
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Note: To set up Caller IDs, go to WMS -> Dialplan -> Call groups -> select a group -> click Edit strategy and specify CID for outbound calls. |
Call from Conversation
The Call option is only available in one-on-one conversations with other PBX users:
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Important: To have a full set of features (including video), it is recommended to start a call using the Video icon! |
Call from Search
You can call existing or new contacts directly from the Search field.
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If an existing contact has several numbers, click Arrow down icon (1) and select a preferred option (2):
Choosing between the call option and video conference
If you need telephony features, such as:
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From the Active call screen, the following options are available:
Send DMTF
Note Note: If you paste number into the the DTMF area, all unsupported characters are automatically cut out.
- Mute/ unmute
- Hold/ resume
- End a call
- Transfer a call: click on transfer call icon at the bottom of the call screen
The dedicated Transfer dialog appears, where you can transfer the call to another user or send it to your voicemail:
Start entering number, user name or extension and click the arrow icon next to the necessary user from the search results below:
Select the option:- Voicemail
- Attended Transfer
Transfer (blind transfer)
Note Note: When you click on the user from the search result, attended transfer is started by default.
When you perform an attended transfer, a separate call dialog opens (with the buttons to mute/unmute, put the call on hold, or end the call). To proceed with the transfer, click the green Transfer to button:
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When you switch between different x-bees tabs, you can still see an active call dialog, which includes the following information: call duration, callee name, number, and avatar. Via the call dialog, you can mute, hold/ resume, transfer the call or hang up:
History
Notes:
- Call history on x-bees is synced with Collaboration
- Call recordings are currently not available in Call history. You receive a copy of call recordings via email
- Currently there's no ability to filter events in Call history
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If you double-click on a number, the number is automatically copied to clipboard:
Favorites
The Favorites tab allows you to add Function keys to monitor colleagues and features from WP4X0, WorkForce, WelcomeConsole, Vision, SuperVision, iOS/Android apps.
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2. Click Save at the bottom of the page to exit the Edit mode and apply changes:
Colleagues
The Colleagues tab displays all users in one place, split by departments, listed in alphabetical order, letting you easily find the necessary colleague, monitor status and presence, start a call, chat, send email, forward, or pickup a call.
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When somebody is calling your colleague, you can pickup the call, just by hovering the mouse over the colleague and clicking the pickup icon:
Live dashboard
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Note: Live dashboard is available for users with x-bees-SuperBee license. |
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Conferences with at least one match in Salesforce/ HubSpot integration are also marked with logo of the relevant CRM integration.
Analytics
x-bees Analytics is an advanced analytics tool which lets to monitor any data you need in a highly customizable manner.
See more in documentation: x-bees Analytics.
x-bees Chrome extension
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Link to access the extension: https://chrome.google.com/webstore/detail/x-bees/olejekejjhgimnlliplaiodgmbpcflhi.
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