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

Created: February 2022

Updated: October 2022

Permalink: https://wildix.atlassian.net/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

Notes:

  • No way to send SMS messages and Faxes via x-bees
  • No way to listen to Voicemails and Call recordings, but you receive a copy via email
  • Access to the web version and mobile apps of x-bees is available starting from the xb-Essential license

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 

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 

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:

  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
     


External profile link (WebRTC Kite link)

To view your profile link, by which external users can contact you: 

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Click on your user picture
  3. You can view and copy the links under Advanced 

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:

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

To add a status message: 

Notes:

  • The support starts from WMS 5.04.20220504 and higher
  • 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”)
  1. Click on your user picture in the upper left-hand part of the screen to open Settings 
  2. Under Status, 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

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 this chapter

Note: audio notifications about new chats are currently not available. 

Call forwarding settings

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:

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 Kite Meeting Scheduler.

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

  2. You get redirected to this portal: https://x-bees.biz/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
  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.

Note: If you change avatar/ name/ or other data, a new signature with the updated info should be created.

Website widgets

Documentation: x-bees website widget configuration

Calendar settings - Google Calendar integration

Documentation: x-bees Kite Meeting Scheduler

Extensions

In this menu, you can install the Wildix Integration Service (required for Headset Integration):

  1. Click on your user picture in the upper left-hand part of the screen to open Settings
  2. Under Settings, click Extensions
  3. Install the Integration service

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 Status, 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 

Updates of the x-bees web interface are available out of the box and do not require any steps from the PBX admin or user.

Changelogs will be shared with Partners in a dedicated channel.

Check the current version:

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

Feedback

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

To send your feedback:

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

Logout

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

Conversations

Group conversations 

Important: Conversations (chats) on x-bees are not synced with Wildix Collaboration!

Create a new conversation 

  1. Click on + from the top panel
  2.  Add participants and click Next:
    • You can add PBX users, Salesforce or HubSpot leads and contacts, Phonebook contacts, email addresses

  3. Give your conversation a title and click Create
     


Set conversation picture 

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

a) To replace image, click on the existing conversation picture -> press the button Upload image and upload a new picture:


b) 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
  • Add more participants
  • Delete member or Send email invitation to a member

Click on three dots from the upper right-hand part of the Conversation Info frame to view other options:

  • Edit: edit the event title
  • Send email invitation: opens your email client enabling you to send a customized email invitation to all the members
  • Schedule event via Google and Schedule event via Microsoft: calendar opens enabling you to schedule a conference in the participants' calendars

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):

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.


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 three dots from the upper-right hand part of the frame
  3. Click Schedule event via Google or via Microsoft: calendar opens enabling you to schedule a conference in the participants' calendars


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.

  1. Start typing a name or a phone number into the Search field in the upper left-hand part of the screen
  2. Click on the match to open a conversation 

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

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, 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):

  • Leave a reaction
  • Quote: respond to a particular message
  • Forward: forward a message to another conversation
  • Copy: copy a message
  • Edit: edit your message (available only for your messages)
  • Delete: delete your message (available only for your messages)

  • 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:



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:

Note: The support starts from WMS 5.04.20220422 or higher.

  1. When in a call, click on the screen sharing button:
  2. 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. 

Hide or leave a conversation

  • Right-click on a conversation from the list of active conversations and press Hide:

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.

Start a call from Dialpad 

Note: Currently there's no option to select an active device, calls are started via the x-bees interface.

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)

Note: To set up Caller IDs, go to WMS -> Dialplan -> Call groups -> select a group -> click Edit strategy and specify CID for outbound calls. 


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

Note: Currently there's no option to select an active device, calls are started via the x-bees interface.

Important: To have a full set of features (including video), it is recommended to start a call using the Video icon!

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 

Note: Call recording is currently available only via the Feature code (*1 by default).

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
  • Start/ stop video
  • Mute/ unmute
  • Hold/ resume
  • End a call
  • Transfer a call: click on three dots from the right-hand part of the call screen

  • Add more participants to a SIP call 

Note, that this option allows you to merge SIP calls into a conference call:

History

Notes:

  • Call history on x-bees is synced with Collaboration
  • Call recordings are currently not available in Call history. You receive a copy of call recordings via email
  • Currently there's no ability to filter events in Call history

Live dashboard 

Note: Live dashboard is available for users with Premium license.

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. Clicking on the user, you are automatically directed to a conversation with this user:

Note: This option is currently available for 1-on-1 calls only.



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.

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

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

    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.