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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 |
Table of Contents
Introduction
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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.
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Once you select the Assignee, the agent is automatically added to the conversation.
In case of a conversation created by an internal user, as soon as at least one external member is added to the conversation, the field Service not assigned appears on the Info frame, with the button Assign:
Click Assign, select the necessary service and click Apply and leave:
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:
Conversation tags
Under conversations with external users, you can find the relevant Service (Call group) or Company from HubSpot/ Salesforce tags, if available:
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.
Create a CRM contact
When an external user creates a conversation, you can add the user to CRM contacts:
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