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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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2. Choose the necessary Service, leaving Unassigned option in the Assignee field. The list of available services is grouped by the PBX they belong to (with the first PBX being the PBX of the user), and sorted alphabetically.
3. Press Apply and leave (or Apply, in case you assign the conversation to the Service you belong to):
Then, depending on the type of conversation, the logic is as follows:
- One-on-one conversations (created via direct chat link or via a widget with 1 agent): after reassigning the conversation to a service group where the agent is not present, the members of the call group are added and the agent is not removed from the conversation.
- Group conversations (e.g. conversation with Call group members created via website widget): after assigning the conversation to another service group, the members of the previous group are removed, and the members of the new group are added. Members of a service are removed only after the first assign. On subsequent reassigns, existing members of the conversation are no longer removed.
Any additional members or guests remain in the group. If the agent that assigns conversation to another service, doesn't belong to the group, the agent is automatically removed from the conversation after clicking the Apply and leave button button.
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Current limitation:
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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:
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