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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:

Image ModifiedTo assign conversation to another agent, select service and choose an agent from the Assignee drop-down list:

Image Modified

Note

Note:

  • After assigning the conversation for the first time, all other agents are removed. 
  • In one-on-one conversations, after assigning it to particular agents, those agents are added as group chat members.
  • You cannot assign conversations for dynamically added agents.

  • When assigning conversation to yourself, without selecting a service, the nearest random call group is automatically selected.

Limitation: 

  • It is currently impossible to assign a conversation to agents belonging to another PBX in WMS Network.

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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Warning

Current limitations:

  • Fax message currently doesn’t include the information about remote ID, status and the number of pages.
  • In the conversation with external user who has only phone number indicated, the system allows sending messages. Though the message can only be delivered if you have CLASSOUND DID for 2-way SMS sending and the conversation was assigned to a Service with the SMS number (see more in the documentation How to send and receive SMS/ MMS via CLASSOUND).
  • The title for a fax/ voicemail message is in English by default.

Send two-way SMS messages

Currently, two-way SMS functionality is available for UK, Italy, US/ Canada, Belgium, Denmark, Czech Republic, Italy, Lithuania, Poland, Singapore, Sweden, French Islands CLASSOUND DIDs. You can read more in the document How to send and receive SMS/ MMS via CLASSOUND.

Requirements

  • Activated CLASSOUND 

  • CLASSOUND DID configured as SMS number for at least one Service (Call group) in WMS (Dialplan -> Call Groups -> edit Call Group -> SMS number). Otherwise, the option “Create SMS conversation“ is not available.

  • WMS 6.04.20231020 or higher
  • The relevant country code set in WMS Settings -> PBX -> Language and Region
Warning

Important: SMS can be sent only to E.164 international format numbers

How to send SMS

  1. Click on the + button on the top panel (1) and select Create SMS conversation (2):

    Image Added

  2. Enter the recipient's phone number (1) and choose Service (2): 

    Image Added

    Warning

    Limitations:

    • Only one SMS recipient is allowed in SMS conversation (sending SMS to multiple users via SMS conversation is not supported).

    • The list of Services includes only Services (Call Groups) with SMS number added in WMS.

    • Service cannot be changed after SMS conversation is created.


  3. Click Create conversation:
    Image Added

    Note

    Note: If agent tries to create a new SMS conversation but SMS conversation with the same Service for the current SMS number already exists, the  agent is added to the existing conversation.


  4. In the created conversation, type your message and click Send:

    Image Added

    Note

    Note: 

    • The maximum number of characters allowed in the input message field is 670.  
    • Sending MMS is currently possible for US/ Canada DIDs only. See the section Two-way MMS below. 


When an external user replies, the SMS message appears in the conversation. 

Note

Note: 

  • An agent can add internal members to the conversation, assign or reassign the conversation to Service members. Adding external users to SMS conversation is not allowed.
  • If all participants left the SMS conversation and the customer sends an SMS, all service (Call group) members are added back to the conversation to ensure the customer's response is received.

Send Two-way MMS

Currently, two-way MMS functionality is available for US and Canadian DIDs.

Warning

Important: MMS can be sent only to E.164 international format numbers

Requirements

  • Activated CLASSOUND 

  • CLASSOUND DID configured as SMS number for at least one Service (Call group) in WMS (Dialplan -> Call Groups -> edit Call Group -> SMS number). Otherwise, the option “Create SMS conversation“ is not available

  • WMS 6.04.20231020 or higher
  • The USA Country Code (+1) set in WMS Settings -> PBX -> Language and Region

How to send MMS

  1. Click on the + button on the top panel (1) and select Create SMS conversation (2):

    Image Added

  2. Enter the recipient's phone number (1) and choose Service (2) and click Create conversation: 

    Image Added

    Note
    Note: 
    • Only one recipient is allowed in SMS conversation (sending MMS to multiple users via SMS conversation is not supported).

    • The list of Services includes only Services (Call Groups) with SMS number added in WMS.

    • Service cannot be changed after SMS conversation is created.

    • If agent tries to create a new SMS conversation but the conversation with the same Service for the current number already exists, the agent is added to the existing conversation.


  3. In the created conversation, click on the Attach button to the left of the message field:

    Image Added

  4. Choose the file you want to send and press Send. The MMS message gets sent:

    Image Added

    Note

    Note: 

    • You can find the list of supported files on this page: List of Supported File Types for Two-Way MMS

    • The allowed number of files that can be sent in a MMS is 10. 

    • The maximum allowed size of MMS message is 3.5 MB. When adding multiple files, if their total size exceeds the 3.5 MB limit, some of the files are deleted so that the remaining ones are not more than 3.5 MB. 

    • When sending a text message along with an attachment, the text is sent as an SMS and the attachment as MMS. In this case, the same text limits apply as for SMS: 670 characters. 

    • In case of sending a text file, the operator transforms the file into text, so the recipient receives an SMS (or several SMS, if the length of the original message is more than 4500 characters). 


Calls

Active calls are synced between x-bees and Collaboration.

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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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