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: