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Table of Contents

Introduction

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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

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1. Click on the Service field:
 

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Note
Current limitation:  Service groups without at least one agent with x-bees Standard license are displayed in the list, but there is no possibility to reassign the conversation to such a service group (the button “Apply and leave” is disabled).

Assign conversation to another agent

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1. Choose the relevant Service

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• 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
  

Manage conversations with external users on mobile

On mobile, you also can manage conversations with external users as on the web:

• Assign a conversation to a Service or to another agent:

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• Create a CRM contact:
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• Add external user to Phonebook contacts:
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