Wilma AI Assistant in x-bees

Introduction

Wilma is the AI assistant available via buttons in different parts of the interface (e.g., conversation header, message menu, active call dialog) that helps during chats and calls with tasks like summaries, insights, and drafting.

Requirements

• x-bees Standard or x-bees SuperBee subscription plan

• Transcription enabled for calls/ conferences

• The ACL “Can See call recordings”

• To control user access to Revenue Intelligence, the PBX admin must add the ACL permission "Can use" - "Revenue Intelligence".

• The ACL “Can See analytics” for Wilma in Revenue Intelligence, in case user needs to have access to meetings they did not participate in.

• To control user access to Wilma and AI Assistant, the PBX admin must add the ACL permission "Can use" - "Wilma and AI Assistant"

• To control user access to the Transcription Summary, add the ACL permission "Can see" - "Transcription Summary". The Transfer Summary button visibility depends on ACL permissions:

  • Hidden if the user does not have the "Wilma and AI Assistant" permission and does not have the "See transcription summary" permission

  • Visible but disabled if the user has Wilma access but does not have the the "See transcription summary" permission

  • Available starting from WMS 7.08.20260512.2

I. Usage

The Wilma button is available in:

• Left sidebar: the main entry point for Wilma assistance, which opens a dedicated chat where you can ask Wilma general questions, search for information across all your communications, look up contacts, or get help with drafting content

• Conversation header: provides assistance within the context of the specific conversation that is currently open

• Active call or conference dialog: provides real-time assistance during calls and meetings

• Message menu: available for individual messages (via the three-dots menu or hover actions), provides AI assistance and allows you to ask Wilma to analyze or respond to specific parts of the chat, etc.

• Revenue Intelligence: allows you to analyze calls, meetings and conversations and get instant summaries, insights, track patterns, analyze interactions.

1. Sidebar Wilma button

The Wilma button on the x-bees sidebar serves as a dedicated AI assistant designed to help agents and users manage conversations, retrieve information, and automate tasks without leaving the app. To access Wilma AI Assistant from the sidebar, click on the Wilma button:

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Types of requests

Type your question in the Ask anything field:

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You can use Wilma for a variety of requests, for example:

• Find information in your conversations

Wilma can search through your chats, calls, and conferences to find requested information. For example: "What did I discuss with John Doe about the budget last week?", "When was the last time I spoke with Mary Smith?", "Find the call where we talked about the project deadline."

• Find related conversations

Even if you don’t remember in which conversation a specific topic was discussed, you can ask Wilma and Wilma will find it for you. For example, "Show me all related conversations regarding the 'Product Launch' project”, "What is the history of our interactions with this specific customer?"

• Summarize discussions

If you missed a meeting or need a quick recap of a long conversation, Wilma can help you by providing a summary. For example, you can ask:"Summarize my last meeting with the marketing team", "What were the key action items from yesterday’s conference call?", "Give me a brief overview of my recent chat with the development team."

• Look up for contacts and colleagues

Wilma can help you find contact details for external users or find colleagues within your organization. For example: "Find the email address for Tatiana Bieliakova”, “What is the extension for someone in the Sales department?", "Search for a contact named Roberto from Wildix."

• Draft professional emails

Wilma can write emails based on your conversations or specific instructions.
Examples: "Draft an email to the client summarizing our call and outlining the next steps”, “Write a follow-up email to my last chat with the support team."

Try to be specific with your request, providing necessary instructions and details (e.g. mentioning names, dates, or topics), to get as detailed asnwer as you need. Type your request in the chat:

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Wait a few moments until Wilma provides an answer:

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Start a new conversation

To start a new conversation with Wilma, click on the following button at the top:

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View History

To view history, click the button in the top left corner:

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The list of your previous conversations with Wilma gets displayed:

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Clicking on any of the conversations, you can view its contents and ask additional questions if required.

2. Conversation header

To access Wilma functionality within a specific conversation, click on the Wilma button in the conversation header:

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When accessed via conversation header, Wilma automatically focuses on the specific conversation that is currently open and can handle a variety of requests. See some examples below:

• Summarize the active interaction

Wilma provides instant recaps of the conversation. Examples: What has been discussed in this chat so far today?, Give me a bulleted list of the main points from this conversation.

• Extract action items and deadlines

Wilma can scan the chat history to identify commitments and next steps. Examples: What are the next steps agreed upon in this conversation?, Did the client mention a specific deadline for the proposal in this chat?, List all the questions that still need to be answered for this contact.

• Find specific details

Wilma acts as a targeted search tool to locate information hidden within long chat histories. Examples: What price was quoted earlier in this conversation?, Find the part where technical requirements were discussed, Did the client mention any objections?

• Draft contextual follow-ups

Wilma drafts professional emails or messages using the specific details and decisions from the current conversation. Examples: Draft a follow-up email based on the decisions made in this conversation, Write a message to this contact mentioning the project discussed here, Create a summary of this discussion to paste into a CRM task.

• Format and structure information

Wilma can take raw conversation data and organize it into specific formats for reporting or project management. Examples: Create a table of all feature requests mentioned in this chat, List the pros and cons discussed regarding the new proposal, Organize the technical requirements from this call into a bulleted list.

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Start a new conversation

To start a new conversation, click on the following button at the top:

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View history

To view history, click on the History button in the top right corner:

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History displays the all your previous interactions with Wilma, not only requests within the conversation you are currently in.

3. Call and Conference

To access Wilma functionality within a specific conference, click on the Wilma button under the Info button in the conference:

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To access Wilma functionality within a call, click on the Wilma button under the Info button in the call dialog:

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When accessed via the call/ conference interface, Wilma automatically focuses on the specific call/ meeting that is currently happening (or has just ended) and can handle a variety of requests. See some examples below.

• Summarize the active interaction

Wilma provides instant recaps of the call/ conference. Examples: What has been discussed in this conference so far?, Give me a brief summary of the key takeaways from this call, What was the main purpose of this meeting?

• Extract action items and deadlines

Wilma scans the transcript to identify commitments and next steps. Examples: What are the action items for each participant?, Did we agree on a specific deadline for the project?, List all the tasks I need to follow up on after this meeting.

• Find specific details

Wilma acts as a targeted search tool to locate information within the call / conference transcript. Examples: What did the client say about their budget?, Find the part where technical requirements were mentioned, Did anyone raise concerns about the timeline?

• Draft contextual follow-ups

Wilma drafts professional emails or messages using the specific details and decisions from the current call/ conference. Examples: Draft a follow-up email to all participants summarizing our decisions

• Analyze speaker contributions

Wilma can distinguish between participants to help you understand individual perspectives. Examples: Who expressed the most concern about the technical issue?, "What were the specific objections raised?", "Did the client seem satisfied with the answers provided by the team?

• Real-time "Catch-up"

If you joined the meeting late or had to step away, Wilma can bridge the gap immediately. Examples: I just joined, what did I miss in the first 15 minutes?, What was the conclusion of the budget discussion that happened while I was away?

• Sentiment and atmosphere analysis

Wilma can interpret the tone of the conversation to provide insights into the call / meeting's "vibe." Examples: What was the general mood of the participants during the demo?, How did the guest react when we mentioned the new delivery timeline?

• Identify conflicts

Meetings may involve debates; Wilma can help you pinpoint where the group landed. Examples: Were there any topics where the team failed to reach an agreement?, List the points where everyone was in total alignment., Compare the different opinions shared regarding the marketing strategy."

4. Message menu

Wilma button is available in message menu. When you click the button in the message menu, Wilma focuses specifically on the content of the message and its surrounding conversation to provide you with relevant answers.

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For example, you can ask Wilma to:

• summarize the message or summarize the conversation leading up to this message

• prepare next steps or tasks based on the message

• translate the message

• draft a reply

• find related information in your conversations e.g. Has this issue been discussed in other conversations

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5. Revenue Intelligence

There is also Ask Wilma button in Revenue Intelligence. For more information about how to use it, check out the Ask Wilma section in the guide Revenue Intelligence User Guide

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How to use Quick actions

When you open Wilma, the Get started screen with quick actions shows up:

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Using quick actions, you can:

• Draft follow-up email: allows you to generate a complete email draft (To, Subject, and Body) and get it displayed as a preview, so that you can copy it or open it directly in your mail client, using the Copy or Open in Mail buttons under the email draft:

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• Suggest value proposition: here Wilma analyzes a conversation (typically a sales call or a customer meeting) and automatically generates a summary of benefits. It extracts pain points, identifies the specific problems, challenges, or needs the customer mentioned, identifies value drivers (by looking for moments where the product can solve specific problems) and creates a concise statement (the Value Proposition) that connects the product’s features directly to the customer’s needs.

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• Summarize open questions: Wilma identifies the points in the conversation that were discussed but not yet finalized.

• Draft an agenda for the next call: allows you to create a roadmap for the next meeting based on current progress.

• Predict potential objections: Wilma provides suggestions what a client or manager might push back on.

• List unanswered questions from last time: Wilma extracts specific questions asked in the chat that were either ignored or postponed.

• Find personal rapport details: the option helps you maintain a human connection by remembering personal details shared in the chat.

Besides quick actions, you can:

• Draft chat messages, prepare a response for a specific x-bees conversation

• Search and get information. Wilma can look through the history of calls, chats, and conferences and find the requested information.

• Locate Conversations, search through your calls, chats, and conferences in both the Inbox and Revenue Intelligence, etc.

II. Settings

1. Persanolizaton settings

To access Persanolizaton settings, click the top right button:

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Personalization settings get applied for Wilma button available in all sections of the app (sidebar, conversation header, call, conference)/

Communication style

In Communication style setion you can choose the preferred style:

• Balanced: the default setting. Wilma provides professional, clear responses with a moderate amount of detail.

• Professional: formal, business-like tone. Responses are structured, objective, and use polite, standard corporate language.

• Friendly: a warm, approachable, and conversational tone. Wilma will sound more like a helpful colleague, often including more personal and encouraging phrasing.

• Efficient: prioritizes speed and brevity. Wilma gives you the essential information and direct answers with minimal "small talk" or introductory filler.

• Quirky: adds personality and creativity to the interaction. Responses may include unique phrasing, humor, or a more informal and playful tone.

Occupation

In Your occupation section you can provide information about your company, your specific role and responsibilities so that Wilma AI provides personalized support.

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Integrations

In the Integrations section, you can choose which data Wilma is allowed to access to help you with your daily tasks:

• Chats: provides access to your chat history, allowing Wilma to summarize a conversation, find specific details mentioned in conversation, or to you draft a follow-up message, etc.

• Revenue Intelligence: allows Wilma to read the transcripts and data from your calls and conferences in Revenue Intelligence, so that it can provide call / conference summaries, identify action items discussed in meetings, and answer questions about specific interactions.

• Contacts: allows Wilma to search through a phonebook. With this setting on, you can ask Wilma for someone’s email address or phone number.

• Salesforce: This is a direct link to your CRM. By enabling this, you grant me permission to look up Salesforce objects like active deals, pending tasks, or specific lead information so I can provide that data to you directly within x-bees.

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Guidelines

The Guidelines section allows you to add custom rules that Wilma must follow regardless of the style chosen. To add a guideline, click Add guideline:

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When writing guidelines, use clear commands like always, never, e.g. Always reply in Italian or Maintain a strictly technical tone; specify formatting if required, e.g. Summarize calls using a 'Pros/Cons' list format, Always bold key dates.

Enter guideline name, description and guideline content and click Save:

EnNo, communication styles available are Professional Friendly Efficient Quirky

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You can also use Guideline chat on the right to improve your guideline:

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In the Guideline chat section you can find the following quick actions:

• Draft a new guideline: you can use the option when you are start writing the guideline from zero and want Wilma to write the first version.

• Refine this guideline: this option can be useful for polishing the guideline you have already written. It improves the guideline so that Wilma can understand it and follow it more accurately.

• Summarize key points: use the option in case you have a complex guideline, to make it easier to read, e.g. add a bulleted list. AI typically follows instructions better when they are presented in bullets rather than long paragraphs.

• Add concrete examples: this option suggests real-world scenarios to add to your guideline. For example, if your guideline is about handling customer complaints, it might suggest adding a line like: "For example, if a customer mentions 'billing error,' immediately prioritize the 'Refund' action item."

Also, you can also ask any other question or request any other assistance in the chat.

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When you save a guideline, it is displayed in the Guidelines section on the Personalization screen:

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After applying necessary changes on the Personalization screen, click Save:

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2. Choose Model

You can select which model you prefer for Wilma interactions. By default, Auto option is used, which allows x-bees to automatically choose the most suitable AI model (such as GPT-4o or other models) based on the specific task performed.

If you wish to select a specific model for Wilma, click on the Auto button in the input field and select the preferred model:

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III. Wilma Transfer

Wilma can provide real-time, AI-powered summary for transferred calls. This feature gives agents an overview of the conversation's context before they accept the call, ensuring a seamless handover.

Requirements

For the AI-powered call summary to be displayed, the following conditions must be met:

• Call transcription should be enabled for the call summary to be displayed.

• ACL “Can See call recordings”

Usage

When receiving a transferred call, you can click on the button in the bottom right corner and see its details. Also, you can click on the Transcription icon and view the call transcription before it was transferred to you.

See an example in this demo video.

IV. Wilma and Salesforce/ Salesforce Partner Community integration

Wilma enhances productivity by integrating with Salesforce/ Saleforce Partner Community. This integration enables Wilma to act as a smart assistant, fetching data from Salesforce/ Saleforce Partner Community to provide context and answer queries. The feature is available in the conversation with client, via the Wilma button on the sidebar, and within Revenue Intelligence.

You can use Wilma to get the following information:

• Contact Information: get details about a contact

• Pre-call Briefing: gather information about a contact before a call

• Tasks and Cases: get information about tasks and open cases associated with the contact

• Opportunities: check the status of open opportunities

For example, you can ask: Show me current tasks for [Contact Name], Are there any open opportunities for this client?, What should I focus on today based on Salesforce data?, Find all contacts with the email domain [email domain].