x-bees Web User Guide

Introduction

x-bees is the customer management communication solution you need for managing leads, improving customer service and increasing sales. 

x–bees focuses on:

• Real–time customer communications
• Sales enablement
• Customer retention and satisfaction

Prerequisites

Supported browser

• Chrome

Mobile apps

• Android 9 or higher
• iOS 13.3 or higher

Chrome extension

• Install extension from here: https://chrome.google.com/webstore/detail/x-bees/olejekejjhgimnlliplaiodgmbpcflhi

Notes:

• Access to the web version and mobile apps of x-bees is available starting from the x-bees-Basic license

x-bees native application:

• EXE file for Windows 10, 11: 
  • https://files.wildix.com/integrations/win/x-bees/x-bees.exe
• MSI file for Windows 10, 11:
  • https://files.wildix.com/integrations/win/x-bees/x-bees.msi
• For MacOS:

  • https://files.wildix.com/integrations/osx/x-bees/x-bees.pkg

Login

Users of the PBX receive an invitation via email with the link to join x-bees and download mobile apps. The invitation email should be sent by the PBX admin from WMS.

Follow the steps:

1. Click on the link in the email invitation to join x-bees
   
2. Log in using Google or Microsoft SSO or with email
    

PBX users who joined x-bees via email invitation sent by the system administrator are automatically connected to the correct Wildix PBX. To make sure you are connected to the Wildix PBX, follow the steps below:

1. Click on your user picture from the upper left-hand part of the screen
2. Under Settings, click Connect to Wildix PBX
   
   
3. Make sure the Wildix PBX domain name is entered into the field Domain 

Settings

User picture

In case you were previously using Collaboration, your user picture is synced with Wildix Collaboration. 

To set up/ change the picture:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Click on your user picture to open profile information
   
    
3. Click Upload image and select a new picture 
    
4. Crop and scale and click Apply
    

Language

Language is currently selected based on your Browser language. 

User status and status message

The following user presence statuses are available in x-bees:

• Green: available
• Yellow: away
• Red: do not disturb 

To change user status:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Availability, click on your current user status (e.g. Available)
   
   
   
3. Select the new status

To add a status message: 

1. Click on your user picture in the upper left-hand part of the screen to open Settings 
2. Under Availability, click on Set a status
   
   
   
   
3. Enter the status message into the field, set date and time to clear the status after (optional)
4. Click Save
   

5. To check the status message, click on your user picture in the upper left-hand part of the screen to open Settings. Under Status, check the message
   
   

Color theme

To change color theme:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Settings, click Color theme
   
   
   

3. Choose the preferred color theme:

• Auto
• Light
• Dark

Notifications

To enable/ change notifications settings:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Settings, click Notifications
   
    
3. Enable Notifications:

   • Here you can enable notifications in personal and group conversations. It is recommended to enable all of them, in case you decide to mute a particular conversation, you can do it from the settings of this particular conversation. Note, that Web and Mobile notifications are managed separately and there is no sync between them, to enable notifications on Mobile, consult x-bees Mobile User Guide.
     You can also manage notifications played when a conference starts. Sound notification on the conference start is not played if user is in a conference, a call, or has Busy/ Away status.

     
     

Call settings

Call forwarding 

To enable/ change call forwarding settings:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Settings, click Calls
   
   
   
   
3. Set up call forwarding rules for every Call class:
   
   

Dialing hot key

The feature allows to set up a shortcut for click2call. By default, Dialing hot key is F11. 

To set a custom hot key, enter the necessary value in the Dialing hot key field: 

To make a call: select a phone number and press the key combination. The call is placed via the active advice chosen in x-bees.

Audio and video device settings

To change the active devices for audio/ video:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Settings, click Audio and Video
   
   
3. In this menu, you can select and test the active device for Speakers, Ringing, Microphone and Video:
   
   

Kite settings

Kite settings let you create a professional email signature with contact-me button, which allows recipients to reach out to you via x-bees, website widgets and set up calendars for Meeting Scheduler.

1. Click on your user picture in the upper left-hand part of the screen to open Settings.

2. Under Settings, click Kite settings

   

3. You get redirected to this portal: https://app.x-bees.com/kite/console

Email signature

1. Fill out the form which includes the following fields: 
   
   • Full Name
   • Company
   • Job title
     Additional information:
   • Phone
   • Address
   • LinkedIn
   • Custom link
   • Title for custom link

   • Custom text field
     
     On the email preview, you can see how your email signature looks like. Two buttons, Chat with me and Schedule a call (which leads to the Meeting Scheduler), are automatically added.

     Note: The link to the meeting scheduler is added to the email signature for all users with x-bees Standard and x-bees SuperBee licenses, regardless of whether the calendar integration is enabled or not. In calendar integration is missing, the link should be removed manually.

2. Under Email signature preview, click Copy to clipboard or Download file to further apply the signature in your email client
   
   

Documentation: How to apply your x-bees email signature.

Website widgets

Using x-bees widget, website visitors can communicate with agents via chat, video conference, share data, all in just a few clicks. And the chat requests from website visitors are easily managed by PBX users via x-bees interface.

Documentation: x-bees website widget configuration.

Calendar settings - Google Calendar/ Microsoft 365 integration

Thanks to Google Calendar and Microsoft 365 integrations, it is possible for external users to schedule meetings with Agents using Meeting Scheduler. 

Documentation: x-bees Meeting Scheduler.

External profile link (WebRTC link)

To get your profile link, by which external users can contact you, click on the Chat link button under Profile details section in Settings:

Manage PBX (admin only)

Admin users can access PBX via x-bees Settings -> Manage PBX button:

For other users, this option is not displayed.

Applications

In this menu, you can install the Wildix Integration Service (required for Headset Integration), x-bees Chrome extension, and x-bees Desktop app:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Settings, click Applications
   
   
   
3. Install x-bees Chrome extension / Integration service / Desktop app:

Integrations

In this menu, you can see the list of connected integrations and their status:

Some integrations many need authorization. To activate integration, click the Activate button in front of the relevant integration:

For more details, check out the document How to manage Client integrations in x-bees.

Inbound services ("Contact center")

The contact center feature present in Wildix Collaboration is available in x-bees and allows you to view the available services (call groups) and dynamically log in/ log out from them:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. Under Availability, enable Inbound services
   
3. Enable the switch next to Inbound service requests: the switch allows you to dynamically join the inbound services (call groups)
4. Under Inbound Services: enable those services (call groups from your PBX) that you would like to join as a call agent (in this menu you cannot change the status in services, to which you were added statically via WMS)
   
   

Updates 

When there is a new version available, user can see the following notification and the only step that needs to be done to get the update is to refresh the page:

You can check all the latest changes in x-bees Changelog.

Check the current version:

1. Click on your user picture in the upper left-hand part of the screen to open Settings
2. At the bottom of the screen, click About
   
   

Logout

1. Click on your user picture in the upper left-hand part of the screen to open Settings, then click Log out

Feedback

You are invited to send us feedback, provide suggestions and report problems!

To send your feedback, click on the Feedback button at the left of the screen:

Search 

To start a search for a Contact/ Colleague etc., start typing in the Search field:

Search results are split in the following sections:

• Conversations
• Messages
• Colleagues
• Contacts

Each section on the All tab displays 3 results for each section, with the possibility to press the Show more button, in case there are more results found:

You can also switch between tabs (Conversations, Messages, Colleagues, Contacts) via the top panel:

On the tabs you can view more results of the selected category. On the Messages tab, up to 30 items are displayed, to view more results click Show more at the end of the search results list. On other tabs, all search results are displayed. In the Contacts section, CRM integration contacts are listed first, then Phonebook results and other contacts from other integrations set up in the system.

Recent searches 

Before performing a search, you can see the last 3 searches of each category (conversations, messages, colleagues, contacts):

On other search tabs (Conversations, Messages, etc.) up to 10 recent search results are displayed: 

To clear recent searches, click Clear:

Conversations

Group conversations 

Create a new conversation 

1. Click on + from the top panel
   
   

2. Enter conversation name and description (optional) and click Next:
   
   

   If you want external users in the conversation to have read-only access to it, turn the toggle on in front of the Read only conversation option. External members in read-only conversation can view messages, add reactions, but cannot send messages, view the list of members or who sent message reactions. 
   
   
   
   If you want the conversation to be available by link, turn the toggle on in front of Available by link option: 
   
   

   Note: Conversations created by external users (e.g via Meeting Scheduler) are available by link by default.

   
   When conversation is available by link, the relevant link icon is displayed next to conversation name on the Info frame. Clicking on the icon and sending the URL to other users, you can invite them to the conversation:
    
    

3. Add participants and click Invite and create:

   • You can add PBX users, Salesforce or HubSpot leads and contacts, Phonebook contacts, email addresses
     
     

     Note:

     • The maximum number of users that can be added to a conversation is 1000. 
     • Participant should have an email address to be added to a conversation. 

     When conversation is created, the system message displays who created the conversation:
     
     

Hide conversation history

When adding new members to already existing conversation, it is possible to hide conversation history from the member you are adding. For this, enable the toggle Hide history on the Add Members screen:

The option is disabled by default and new users joining the conversation can see its history, unless the toggle was manually enabled. 

Set conversation picture 

In x-bees, you can set custom pictures for conversations.

1. Open Conversation Info and hover mouse over the conversation avatar
   
   
2. Drag and drop a picture or click Select image button and upload the picture
3. Crop and scale the uploaded image and click Apply
   
   
4. The uploaded image is displayed as conversation avatar
   

Replace conversation picture 

To replace image:

1. Click on the existing conversation picture -> press the button Upload image and upload a new picture
   
   
2. Alternatively, you can click View image
   
   
3. And on the View image screen, click Replace

Delete conversation picture

To remove image:

1. Click on the conversation picture Delete image
   
2. A screen informing that after image deletion your conversation avatar will be returned to the default one. Confirm deletion by clicking Delete

Manage a conversation

Once a conversation has been created, click on the Info icon from the upper right-hand part of the screen to open the Conversation Info frame.

In this frame you can:

• Mute the conversation for a period of time
• View the list of conversation members
• Add more participants
• Delete member or Send email invitation to a member
• Schedule an event  
• And more

Under the Conversation avatar and conversation, you can find the following buttons: 

• Schedule: calendar opens enabling you to schedule a conference in the participants' calendars
• Email: your email client opens enabling you to send a customized email invitation to all the members
• Mute: lets to mute conversation for 1/ 2/ 4 hours or forever 
• More: provides the options to Edit conversation or Leave conversation

In case there are external members in the conversation, the Info frame displays the information about an external member first, and then the list of members: 

For group conversations with multiple external users, the external user to be displayed on the Info frame is selected randomly. 

Members of the conversation

The list of members includes both external users and colleagues, displaying them separately, in the relevant sections - External users (1) and Colleagues (2).

External user avatars are highlighted in blue:

To view the full list of users, scroll down to the bottom and click Show more:

After clicking Show more, on the Members list panel, you can see the list of all members of the conversation, and use the Search field if required:

Customize Info frame size

You can customize the size of the Info panel just by hovering the mouser over the Info panel border and dragging it to the necessary position:

The customized Info frame size is preserved when you switch to other conversations or when a call or conference starts. 

Start a conference or schedule an event

• Start a call with all the participants: click on the Video icon from the upper right-hand part of the conversation screen

Participants of the conversation can see the green Join button next to the conversation name on the left side panel and can join the conference by clicking the button. Hovering a mouse over the Join button (1), there is a popup window with the list of users participating in the conference (2). When a conference starts, participants are notified with a sound notification:

For conference functionality and how to use it, check out the guide x-bees Videoconference.

Schedule event via Google/ Microsoft:

1. Click on the Info icon from the upper right-hand part of the conversation to open the Conversation Info frame
2. Click on the Schedule button: calendar opens enabling you to schedule a conference in the participants' calendars

Schedule event in Google/ Microsoft 365 calendars 

It is also possible to schedule x-bees meetings right in Google/ MS 365 calendars. When creating an event in Google/ MS 365 calendar, click Add x-bees meeting button

Google:

Microsoft 365:

Link to x-bees conversation is automatically added in the event description:

Google:

Microsoft 365:

Add participants and save the event. When the event is saved, a dedicated conversation with the added participants is created in x-bees. 

Participants can join a meeting in any of the following ways:

• via the link sent in an email invitation
• by clicking "Join x-bees meeting now" in the relevant calendar event
• directly in x-bees conversation
  
  

One-on-one conversations 

On x-bees you can start a one-on-one conversation (chat) with any match found in the Search field. It can be a colleague, a phonebook contact, a Salesforce/ HubSpot lead or contact, or any external person present in your conversations.

1. Start typing a name, phone number, or email into the Search field in the upper left-hand part of the screen

2. Click on the match to open a conversation 
   
   When you click on the arrow icon (1) next to the contact found, you can see the contact's details (extension, phone numbers), as well as have possibility to open conversation (2):
   
   

   
   If you enter email and the contact is not found, you can click on the conversation icon to start conversation with the user:

   

   Note: The ability to mute the chat/ Other actions appears only after you have exchanged the first chat.

If you need to copy any user information (e.g. extension, email), hover the mouse over the relevant field and click on the Copy icon:

In case the contact is found in phonebooks, you can find it in the relevant Phonebook section on the Info frame:

If the contact is not found in Phonebooks, you can create a Phonebook record by clicking Create Contact:

If it is not a PBX user, then you need to invite this person to x-bees. They will receive the invitation via email and then they will be able to join your conversation on x-bees:

Conversations features: reactions, quote, forward, pin, edit, delete, tagging, file sharing

The features described below are available both in one-on-one and in group conversations.

Hover the mouse over a message to view the available options (options are described from the left to the right):

• AI Asistant (read more in the guide How to use AI Assistant in x-bees)
• Leave a reaction
• Quote: respond to a particular message
• Forward: forward a message to another conversation. When you forward a message, 10 most recent conversations are displayed as initial search results on the forward message modal. 
  When clicking on a forwarded message, you jump to this message in the relevant conversation, in case the conversation is public (available by link). 
• Copy: copy a message
• Copy link: copy link to the message (available only for PBX users, guests cannot copy message links)

• Pin: pin the message (available only for PBX users, guests cannot pin messages)
  

  Note: 

  • The pinned messages feature is not available for conversations started via Chat/ Calendar link or website widget.
  • To unpin a message, hover the mouse over it and click Unpin.

  
  

• Edit: edit your message (available only for your messages)
• Delete: delete your message (available only for your messages)
  
  Other conversation features:
• Tag a particular participant in a conversation: type "@" and then select the participant to tag:
  
  
  

• Send one more multiple files: click on the paper clip icon from the input field or use drag and drop to add your files:
  
  
  

In case of sending audio files, they can be played right in x-bees conversation:

Manage draft messages

Conversations with draft messages are moved to the top of the conversations list:

Draft messages are not lost after page refresh or closing the app, so you can finalise the draft and send the message when required.  

Screen sharing 

• From a conference:

To start screen sharing, you need to start a conference in a conversation:

1. Click on the Video icon from the upper right-hand part of the screen to start a conference:
   
   
2. Click on the screen sharing button inside the conference:
   

• From a call:
  
  

1. When in a call, click the three dots icon at the bottom of the screen:
   
    
2. Choose the option Start/ Stop sharing your screen:
   
   
3. Audio call is automatically terminated and both participants are redirected to video conference with enabled screen sharing
   
   

Mark conversation as read/ unread

1. Right-click on the necessary conversation or hover the mouse over it and click on the More icon:
   
   
2. Press Mark as unread / read: 
   
   

Archive conversation 

1. Right-click on the necessary conversation or hover the mouse over it and click on the More icon:
    
   
2. Choose the option Archive:
    
   

When a conversation is archived, a tooltip is displayed with the title "[Conversation name] is archived," along with an option to undo the action:

Leave a conversation

1. Right-click on the necessary conversation or hover the mouse over it and click on the More icon:
    
   
2. Press Leave conversation:
   
   
   

• Alternatively, click on the More (three dots) button on the Conversation Info frame and click Leave conversation 
  
   

Use AI Assistant feature

Please refer to the documentation How to use AI Assistant in x-bees.

Conversations filter

Conversations on the Inbox page in x-bees are split by the following tabs:

• All: displays all available conversations
• 1-1: displays one-on-one conversations with internal users 
• Group: displays group conversations with internal users
• External: includes both one-on-one and group conversations with external users

Pin conversations

To pin a conversation, right-click the necessary conversation and choose the option Pin: 

Pinned conversations are displayed at the top, with the pin icon:

Unpin conversation

To unpin a conversation, right-click on it and press Unpin:

View conversations in common

For an easy navigation through group conversations, you can view conversations you have in common with other users. On the user's profile on the Info frame, there is the dedicated section Chats in common, which displays the list of conversations you and the user both participate in. To access it:

• In one-on-one conversation: click on the Info button - > see the section Chats in common. Click on it to unfold the list:
  
  
  
  The list of common conversations is sorted by the last message date and time. The list includes names of the group conversations and a snippet of the most recent message. 
  Clicking on the conversation, the conversation opens.
  
• In group conversation, open Info frame -> find the relevant user -> click three dots -> View profile:
  
  
  See the list of chats in common with the user:
  
  

Unread message indicators

The number next to the tab name (for the tabs 1-1, Group, External) corresponds to the number of unread messages in conversations of the relevant tab:

On the All tab, there is no unread message counter - the total number of unread messages is displayed on the Inbox: 

The number of unread messages is also displayed next to the relevant conversation:

Also, there is unread message indicator (red dot) on the browser tab:

When proceeding to the conversation with unread messages, there is the New messages separator that separates the new messages from the old ones:

Filter conversations by unread messages

1. To have a quick access to conversations with unread messages, click on the Filter button next to the Search field:

2. Choose the option Filter by unread:

3. When the filter is enabled, only conversations with unread messages are displayed:

To disable the filter, click on the Filter button again. 

Filter archived conversations

1. To get a quick access to archived conversations, click on the Filter button next to the Search field:

2. Choose the option Show archived:

3. Only archived conversations are displayed. If you right-click on the conversation, you get the following options: Unarchive or Leave conversation:

To disable the filter, click on the Filter button again. 

Assign conversations with external users

In case there is at least 1 external member in a conversation, there is an option to assign the conversation to a service (Call group). On the Info frame, click the button Assign next to the option Service not assigned:

Select the necessary service and click Apply and leave:

If needed, you can assign the conversation to a particular member of the selected service. For this, click on the Assignee field and select the relevant member whom the conversation should be assigned to:

Once you select the assignee, the conversation is automatically assigned to the selected member. When an external user writes a message to a Service, which they already contacted before, the conversation is reused.

If the assigned agent leaves the conversation and external user writes a message, the agents belonging to a Service are added back to the conversation (all agents belonging to the Service are added, even if the conversation was assigned to a particular agent). The conversation is assigned to the Service (rather than to the previously assigned agent). 

Scheduled meetings

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:

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

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.

Scheduled meetings are also added to the existing conversations.

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.

Email notifications about unread messages

x-bees sends email notifications about unread messages so that you don't miss anything out. The emails include the name of conversations (maximum 5 latest conversations) and the number of unread messages, as well as “Open x-bees” button, which leads directly to the relevant x-bees conversation.

The logic of sending email notifications is the following:

• In case a user doesn’t read x-bees conversations with new messages, there are maximum 3 emails a day with such intervals:
  • 1st email is sent within 5 minutes after receiving the message
  • 2nd and 3rd one – with intervals of 4 hours.
• In case a user reads new messages in all x-bees conversations, the timer is reset and there is a 5-minute gap (instead of 4 hours) between receiving a new message and getting email notification. In this case, user can receive more than 3 emails a day.

During the intervals, unread messages are accumulated and sent in one batch.

You can unsubscribe from emails via the unsubscribe button. System emails, e.g. with one time password, are still sent, even after unsubscribing.

Email notifications are not sent if: 

1. you logged in to x-bees mobile app, as you get push notifications on mobile; 
2. conversation is muted; 
3. you unsubscribed from email notifications.

For more details, check out this page on our news blog.

View voicemail and faxes

Voicemails and faxes are displayed as separate messages with attachment in x-bees conversation:

To view fax or listen to voicemail, you need to download the file on your device and open it. For this, click on the down arrow icon (1) and then click Save file (2):

Send two-way SMS messages

Currently, two-way SMS functionality is available for UK, US/ Canada, Belgium, Denmark, Poland, Sweden, Austria, Brazil, Colombia, Estonia, Finland, France, Ireland, Netherlands 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/ Messengers number field). 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

How to send SMS

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

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

   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:
   
   

   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:
   
   
   
   

   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. 

Send two-way MMS

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

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/ Messengers 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):
   
   
   

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

   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:
   
   
   

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

   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). 

Send Fax

It is possbile to send faxes via x-bees. To do it, follow the steps below:

1. Click on the + button on the top panel (1) and select Send fax (2):
   
   
   

2. In the Fax number field enter the necessary number(s) or search for user(s):
   
   

   Note: Only users with Fax number are displayed in the Search results on the Send fax screen.

3. Press Add files and choose the necessary file or drag and drop the file:
   
   

   Important:

   • It is possible to send only one file at a time.
   • Supported file types: pdf or tiff.
4. If you want to set fax cover, enable the toogle Fax cover and fill out the necessary fields:
   
   
5. Configure Postpone delivery if required:
   
   
6. Click Send

Alternatively, to open the Send fax screen, you can:

• search for a user in the Search field and click on the Fax number
  
  

Calls

Active calls are synced between x-bees and Collaboration.

Important: in case you are using both x-bees and Collaboration at the same time, the logic is the following:

• The app (x-bees or Collaboration) that was last open, is the active one to receive incoming calls 
• If you manually use another app to make or accept a call, then this app becomes the active one
• If you close the active app, then another tab becomes the active one

This means, if you want to change the active app (x-bees or Collaboration), then refresh the web page with that app.

Select an active device for calls

You can make and receive calls directly from x-bees or control other devices registered to your account, including hardware phones (WP, W-AIR), W-AIR Headsets, smartphone apps (iOS / Android) and mobility extension (mobile phone). The first available device is displayed to a user upon the first login.

To select the active device for making and receiving calls:

• Click the Dialpad icon from the top menu
• To the left of the green Call button, click This device
• Select the preferred option from the list (e.g. Android x-bees, iOS x-bees, etc.)
   
  Outgoing and incoming calls are received on the selected device, until another device is chosen. 

Start a call from Dialpad 

You can start an internal or an external call from the Dialpad:

1. Click the Dialpad icon from the top menu
2. Type a name of a user, a phonebook contact, a Salesforce/ HubSpot lead or contact, or just enter a phone number into the field 
   • In case a contact has more than one number, click on the arrow next to the match, to view the available options
3. Click on the green Call icon from the Dialpad to start a call

Selecting Caller ID for outbound calls 

If you need to make an external call, but don’t want to show your office phone number, you can select the phone number of the relevant service (e.g. tech support, sales, accounting, etc.) before placing a call:

1. Open the Dialpad
2. Click on the drop-down list at the top 

3. Select the service (Call group) and make a call

   

4. The call is performed using CID for outbound calls of the selected Call group (By default, the option “Personal” is displayed)
   
   

Call from Conversation

The Call option is only available in one-on-one conversations with other PBX users: 

• Click on the Handset icon from the upper right-hand part of the conversation

Call from Search 

You can call existing or new contacts directly from the Search field. 

1. Insert or start typing a number/ email/ name into the Search field

2. Click the Phone icon to initiate the call

If an existing contact has several numbers, click Arrow down icon (1) and select a preferred option (2):

Choosing between the call option and video conference 

If you need telephony features, such as: 

• Transfer a call
• Put a call on hold
• Send DTMF

Then opt for the SIP call option. You can start a call from the Dialpad or from one-on-one conversations with colleagues.

If you need screen sharing, opt for the Video conference option from one-on-one or group conversations. 

Manage calls 

In case you have more than one active call, you can see them all from Active conversations and switch between them.

Switch active device: all active calls can be seen and managed both from the web version and from the mobile app. If you started a call on the mobile app, you can continue it on the web version of x-bees (and vice-versa):

From the Active call screen, the following options are available:

• Send DMTF
  

  Note: If you paste number into the the DTMF area, all unsupported characters are automatically cut out.

• Mute/ unmute, manage Audio settings
  
  
• Hold/ resume
• End a call
• Transfer a call: click on transfer call icon at the bottom of the call screen
  
  
  The dedicated Transfer dialog appears, where you can transfer the call to another user or send it to your voicemail:
  
  
  Start entering number, user name or extension and click the arrow icon next to the necessary user from the search results below:
  
  Select the option:
  • Voicemail
  • Attended Transfer

  • Transfer (blind transfer)
    
    
    

    Note: When you click on the user from the search result, attended / semi-attended transfer is started by default. 

    
    When you perform an attended / semi-attended transfer, a separate call dialog opens. To proceed with the transfer, click the green Transfer to button:
    
    

You can also transfer a call to a Call Group via drag and drop on the Favorites tab:

Clicking on the More options (three dots) button, you get the following options:  

• Video: start/ stop video
• Add participants to the call

• Record
  

  Note: Starting from WMS v. 6.09.20241224.1, it is possible to:

  • start/ stop recording for remote calls
  • pause recordings started via Dialplan, by pressing the Pause recording button in Call dialog. 

  When a call is being recorded, you can see the recording icon in the top right corner:

  

• Start / Stop sharing your screen

Note, when you add participants to the call, this option allows you to merge SIP calls into a conference call:

When you switch between different x-bees tabs, you can still see an active call dialog, which includes the following information: call duration, callee name, number, and avatar. Via the call dialog, you can mute, hold/ resume, transfer the call or hang up:

Calls with external users

In case of a call with an external user, a call badge is added to the avatar which is displayed during the call. The call icon is added to the avatar in call dialog, on the Info frame and in conversations list:

History

Notes:

• Call history on x-bees is synced with Collaboration

Hovering a mouse over an entry, you can open a conversation or call back a contact. Clicking on the user, you are automatically directed to a conversation with this contact:

If you double-click on a number, the number is automatically copied to clipboard:

In the Media column, you can view incoming and outgoing faxes, play or download voicemails and recordings:

 To filter History records click All history and choose the preferred filter:

Favorites

The Favorites tab allows you to add Function keys to monitor colleagues and features from WP4X0, WorkForce, WelcomeConsole, Vision, SuperVision, iOS/Android apps. 

To add function key:

• Proceed to the Favorites tab and click + 
  
  
  In case you have no function keys added yet (or only function keys that are available on hardware phones), you need to click the +Add button in the middle of the screen:
  
  
  

• A screen pops up, where you can choose type of the function key (in the example below, it is Colleague)
  
  
  

• To set up, select Colleague, enter title and select call settings (View calls / Audio notifications / Direct transfer) and click Add: 

  Note: Direct transfer functionality is currently supported on hardware phones only. 

  
  
  

  
  Viewing calls and getting audio notifications is available for Colleague / Park Orbit / Call group function keys. To see who your Colleague is talking to, hover the mouse over the Colleague avatar during an active call and see the pop-up with the relevant information:
  
  

  Note: Currently, on mobile user can see that colleague is on call or has incoming call, but cannot see with whom or who is calling.

  Double-clicking on a Colleague function key, you'll be directed to the conversation with the colleague. 

  When you have an active call, you can drag & drop it to the necessary Colleague to forward the call to them.
  
  

Function keys list:

• Clicking on Colleague, you can see a drop-down list of available function keys options:

• Colleague:

  • Monitor user status

  • Click to call user

  • Click to pick up a ringing call

When Colleague is having an active call, you can see the following options:

• Listen: implies silent intrusion
• Barge: call intrusion
• Whisper: partial intrusion

• Park Location

  • Drag & drop an incoming call

  • Transfer an active call

  • Click pickup icon to resume
    
    
    

• Line
  

  Note: The function key is available only on hardware phones.

  • Monitor the actual status of the line

  • Click to use the line

  • Click to answer a call or to resume a call from hold

  • Click to make a call with user's identity extension. Supported on WP4X0, WorkForce, WelcomeConsole. Consult Identities Feature for detailed information
    
    
• Speed dial
  • Click to make a call
    You can also transfer a call to a Speed dial Function key via drag and drop.
    
    

• Empty key
  

  Note: The function key is available only on hardware phones.

• Trunk
  

  Note: The function key is available only on hardware phones.

  • Monitor the status of channels on a GSM/ BRI/ PRI/ FXO trunk (in case there are no available channels, the key is on)

  • Click to use the trunk

• Timetable / Switch / 3 state switch

  • Monitor the status of a timetable / switch

  • Click to change the status
    
    

• Group pick up

  • Use the key to pick up a ringing call of a user from your ACL group (works for users registered to the same PBX)
    
    

• Call group

  • Monitor incoming calls to the call group

  • Click to dial the call group or to pick up a ringing call of a call group 

    

• Send DTMF
  • Click to send DTMF during an active call
    
    

• Contact center

  Note: The function key is available only on hardware phones. Supported on WP4X0, WorkForce, WelcomeConsole.

  • Click to log into Call groups as a dynamic user on hardware phone
    
    

• Voicemail

  Note: The function key is available only on hardware phones.

  • Click to access shared voicemail of another user or subscribe for a Call Group notifications manager to view missed calls and voicemails. Check out Shared voicemail feature and How to set up the Call Group notifications manager feature guides for detailed information 
    
    

• Identities
  

  Note: The function key is available only on hardware phones. Supported on WP4X0, WorkForce, WelcomeConsole. 

  • Click to change the identity of numbers for outgoing calls. 
    
    

• Prefix

  Note: The function key is available only on hardware phones. Supported on WP4X0, WorkForce, WelcomeConsole. 

  • Configure a certain predefined value that will be added to a dialled phone number or another BLF on WorkForce and WelcomeConsole. 
    
    

• Exp module
  

  Note: The function key is available only on hardware phones. 

  • Monitor function keys from the Expansion module.

Manage function keys:

The function keys you have added are displayed on the Favorites tab:

By hovering the mouse on the function key, you can see the actions that can be performed (e.g. Chat or Call for Colleague function key):

You can also right-click on a function key to see the list of available actions:

To change the order of Function keys, click on the left side of the Function key and drag&drop it to the desired position:

To edit a function key:

1. Click Edit in the top right corner:

2. In the Edit mode, hover the mouse over the function key you want to edit and click the pencil icon:

3. Edit the function key and click Save:

4. Click Save at the bottom of the page to exit the Edit mode and apply changes: 

To remove a function key:

1. In the Edit mode, hover the mouse over the necessary function key and click X (Remove):

2. Click Save at the bottom of the page to exit the Edit mode and apply changes:

Colleagues

The Colleagues tab displays all users in one place, split by departments, listed in alphabetical order, letting you easily find the necessary colleague, monitor status and presence, start a call, chat, send email, forward, or pickup a call.

You can see colleagues from All departments or choose the department you are interested in. To select another department, click All departments: 

To find a colleague, use the Search field:

If you are performing a search in a particular department and the Colleague cannot be found there, you are suggested to search in all departments:

Hovering the mouse over a colleague, you can see Chat and Call icons that allow to open conversation or start a call correspondingly:

When you right-click on the Colleague, you can also see Chat and Call options, as well as possibility to send Email: 

When a Colleague is having a call, you can also see the following options:

• Listen: implies silent intrusion
• Barge: call intrusion
• Whisper: partial intrusion

When you're having an incoming call, you can drag and drop it to the necessary colleague to forward the call to the colleague. 

When somebody is calling your colleague, you can pickup the call, just by hovering the mouse over the colleague and clicking the pickup icon:

Live Dashboard 

Calls

Live dashboard allows you to view all active conversations on the PBX, including calls and conferences. Here, you can see status and duration of the conversation:

Hovering a mouse over name of a user, you can see a tooltip which includes user email and extension. Clicking on the user, you are automatically directed to a conversation with this user:

If a lead or contact has a match in Salesforce/ HubSpot, there is a relevant icon added and a company name, if available:

Conferences with at least one match in Salesforce/ HubSpot integration are also marked with logo of the relevant CRM integration.

Chats

The Chats tab displays ongoing conversations which include at least one external user. On the tab you can see Chat name, Agents, Clients, conversation status, and service (if available). Conversations between internal users are not displayed. Conversation is considered ongoing if there was a message from a customer or agent within the last 30 minutes.

If an external user sent a message, but the agent didn’t reply yet, the conversation status on the Live Dashboard is “No reply”. When the agent replies, the conversation status is Active.

To join a conversation, click the Join button next to the relevant conversation on the Live Dashboard:

Real-Time Transcription

For instructions on how to access and use the feature of real-time transcription of calls and conferences in x-bees, check out the documentation How to use real-time transcription of x-bees calls and conferences.

Popup URL

Popup URL allows you to open a web page upon receiving or placing a call and pass parameters (static parameters or supported variables). For more details and setup instructions, check out the guide How to set up web application integration via Popup URL.

Analytics

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 

Link to access the extension: https://chrome.google.com/webstore/detail/x-bees/olejekejjhgimnlliplaiodgmbpcflhi.

Features: 

• Quick access to x-bees from Chrome toolbar: click the x-bees icon to instantly open browser tab with x-bees running

• click2call functionality: right-click on a phone number on a web page, choose x-bees and select Call

• TEL URL support: make calls with just one click. The supported URLs: tel, sip, callto, wildix, x-bees, xbees
  

  Note: The support starts from WIService 3.14.5 or higher.

  
  

• Creating conversation: right-click on an email address from a web page, choose x-bees and click Create conversation

  

• Schedule x-bees meetings right in Google/ MS 365 calendars: click Add x-bees meeting button in Google / MS 365 calendar and link to x-bees conversation is automatically added in the event description. When you add participants and save the event, a dedicated conversation with the participants is created in x-bees (see more details in the section Schedule event in Google/ Microsoft 365 calendars of this guide)

  Note: In case you installed the extension manually, you need to remove it and reinstall it from the store to avoid issues with further auto-updates.