x-bees Web User Guide
This User Guide explains how to access and use x-bees and describes the basic operations: how to manage calls, create conversations, schedule conferences etc.
Other x-bees documentation: x-bees documentation.
Created: February 2022
Updated: December 2024
Permalink: https://wildix.atlassian.,/wiki/x/ngrOAQ
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:
- MSI file for Windows 10, 11:
- For MacOS:
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:
- Click on the link in the email invitation to join x-bees
- 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:
- Click on your user picture from the upper left-hand part of the screen
- Under Settings, click Connect to Wildix PBX
- Make sure the Wildix PBX domain name is entered into the field Domain
Note: if you are not sure, what your Wildix PBX domain is, please check with your system administrator.
Settings
User picture
In case you were previously using Collaboration, your user picture is synced with Wildix Collaboration.
To set up/ change the picture:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Click on your user picture to open profile information
- Click Upload image and select a new picture
- Crop and scale and click Apply
Language
Language is currently selected based on your Browser language.
Note: professional translation is currently available in Italian, German, Spanish and French.
User status and status message
The following user presence statuses are available in x-bees:
- Green: available
- Yellow: away
- Red: do not disturb
Notes:
- User presence status and call status are synced with Wildix Collaboration
- Geolocation services are currently not available
To change user status:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Availability, click on your current user status (e.g. Available)
- Select the new status
To add a status message:
Notes:
- The status message should be no longer than 100 characters
- When busy in a conference, user status automatically changes to the default one (e.g. “in conference | until 14:00”)
In case of a Google calendar integration, user status is synced with the Calendar events.
Note: If there is a confirmed Google Calendar event that is inside another longer event: after participating in an event that is inside another longer event, user status changes to this corresponding longer event.
Limitations:
- The logic applies to standard and Out of office events. Task and Appointment slots don’t support the updates.
- Custom user presence and status are not restored after the end of the event.
- Custom user presence and status are not restored after the end of the conference started manually.
- In case of changing response to the event invitation or deleting an event that is already in progress, the status is not updated.
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Availability, click on Set a status
- Enter the status message into the field, set date and time to clear the status after (optional)
- Click Save
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:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Color theme
3. Choose the preferred color theme:
- Auto
- Light
- Dark
Notifications
To enable/ change notifications settings:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Notifications
- 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.
Note:
- Audio notifications about new chats are currently not available.
- Sound notifications are enabled by default.
- The option to manage notifications on conference start is available only in the web version.
Call settings
Call forwarding
To enable/ change call forwarding settings:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Calls
- 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.
Note: Dialing hot key is available from WIService v. 3.14.9.
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:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Audio and Video
- 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.
Click on your user picture in the upper left-hand part of the screen to open Settings.
Under Settings, click Kite settings
- You get redirected to this portal: https://app.x-bees.com/kite/console
Email signature
- Fill out the form which includes the following fields:
- Full Name
- Company
- Job title
Additional information: - Phone
- Address
- 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.
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.
Note: If you change avatar/ name/ or other data, a new signature with the updated info should be created.
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:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Settings, click Applications
- 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:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- Under Availability, enable Inbound services
- Enable the switch next to Inbound service requests: the switch allows you to dynamically join the inbound services (call groups)
- 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:
- Click on your user picture in the upper left-hand part of the screen to open Settings
- At the bottom of the screen, click About
Logout
- 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):
Note:
- Only items which a user interacted with (e.g. clicked on the search result) are saved to recent searches.
On other search tabs (Conversations, Messages, etc.) up to 10 recent search results are displayed:
To clear recent searches, click Clear:
Conversations
Group conversations
Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration!
Create a new conversation
- Click on + from the top panel
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:
- 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.
Note:
- If you added a user and hid the previous messages, but want to make them available, you need to delete the user and add again, with disabling the Hide history feature.
- Hide history option doesn’t work if a user joins the conversation via link. In this case, message history is displayed by default.
Set conversation picture
In x-bees, you can set custom pictures for conversations.
- Open Conversation Info and hover mouse over the conversation avatar
- Drag and drop a picture or click Select image button and upload the picture
- Crop and scale the uploaded image and click Apply
- The uploaded image is displayed as conversation avatar
Replace conversation picture
To replace image:
- Click on the existing conversation picture -> press the button Upload image and upload a new picture
- Alternatively, you can click View image
- And on the View image screen, click Replace
Delete conversation picture
To remove image:
- Click on the conversation picture Delete image
- 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.
Notes:
- The maximum number of participants displayed is 10
- The list of participants isn’t updated while you are viewing it. To update the data, move the mouse outside the button and hover it again
- Notification is played once, for 7 seconds, unless user opens Inbox. Notification is played even to users with DND/ Away presence status
- Notification is not played if:
- user has an active call or conference
- user is on the Inbox tab
- x-bees tab is closed
- If there are several simultaneous calls, the notification is played one time
- Sound notifications on mobile and for Kite are currently not supported
Schedule event via Google/ Microsoft:
- Click on the Info icon from the upper right-hand part of the conversation to open the Conversation Info frame
- 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
Requirements:
- min. x-bees Chrome extension v. 1.0.3
- min. WIService v. 3.13
- x-bees running in Chrome or as a desktop app
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
Note: If participants' emails don't match with those in x-bees, the participants are not automatically added to the conversation, but they can still join via the link.
One-on-one conversations
Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration.
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.
- Start typing a name, phone number, or email into the Search field in the upper left-hand part of the screen
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:
Note:
- Phonebook integration is available starting from x-bees Web 1.32.1.543668 and WMS 6.03.20230630.3 or higher. The integration is enabled by default and available for users with x-bees Basic license or higher.
- Phonebook section includes such fields as Name, email, mobile, address, etc., and lets to edit a contact or create a new one. In case of adding/ editing a phonebook contact via x-bees, the changes are synced with the Phonebook.
- For a contact to be added to a Phonebook, it is necessary to add phone number or email.
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:
Note: From one-on-one conversations, same as from group conversations, you can start a conference or schedule it via Google or Microsoft 365.
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:
Note:
- When you change volume, it is applied for the current audio file only. By default, the highest volume is set and needs to be adjusted for each file separately, if required.
- Audio files more than 15 Mb need to be loaded first.
- Playing audio is paused in case a conference starts.
- The audio player is interrupted in case of a call or after switching to another conversation.
Limitation:
- The audio player is interrupted in case of opening Info frame in the conversation or in case of scrolling the conversation history too high.
Note:
- Language for speech-to-text recognition corresponds to your browser language and is taken from browser Settings -> Preferred languages.
- The timeout after which the speech-to-text feature is deactivated if there is no audio input is the following:
- Search field: 5 sec
- Message input field: 15 sec
- When the Speech-to-text button is active, the message input field is deactivated, to avoid reordering of text in case of accidental clicks on the input field.
- For SMS, if the recognized text exceeds the SMS text limit of 670 characters, the text is cut to the allowed text size. Once the limit is reached, the Speech-to-text button is disabled.
- Firefox browser is not supported.
Use Speech-to-text feature: click on the Speech-to-text button in the message input field and say the necessary information:
Once ready, press Stop the dictation button:
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:
- Click on the Video icon from the upper right-hand part of the screen to start a conference:
- Click on the screen sharing button inside the conference:
- From a call:
- When in a call, click the three dots icon at the bottom of the screen:
- Choose the option Start/ Stop sharing your screen:
- Audio call is automatically terminated and both participants are redirected to video conference with enabled screen sharing
Current limitation: In case a call is transferred to a device which doesn't support screen sharing (for example, WP phones, etc) the button "Screen Sharing" is not disabled. This will be fixed in further releases.
Mark conversation as read/ unread
- Right-click on the necessary conversation or hover the mouse over it and click on the More icon:
- Press Mark as unread / read:
Archive conversation
- Right-click on the necessary conversation or hover the mouse over it and click on the More icon:
- 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
- Right-click on the necessary conversation or hover the mouse over it and click on the More icon:
- 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:
Note:
- The maximum number of pinned conversations is 10.
- Pinned conversations are displayed in the order of pinning and are synced between devices.
- Conversations with draft and new messages are displayed under pinned conversations.
- Conversations with an active conference is displayed at the top, above pinned conversations.
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: