x-hoppers Green Box Documentation

Introduction

x-hoppers is a retail communication system that uses headsets to keep your store associates connected on the shop floor. Team members can communicate instantly through an always-on broadcast by pressing a push-to-talk button, ensuring quick responses to questions, tasks and alerts. Beyond internal communication, x-hoppers also:

• Helps customers interact with products and request assistance through smart call points

• Integrates AI for better service

• Connects in-store devices like cameras and till points etc

• Provides real-time theft detection and prevention

• Supports external communication with customers, suppliers and vendors through a mobile app or a web platform

x-hoppers Green Box serves as a demonstration kit that showcases the capabilities and advantages of the system. It's a comprehensive package that includes all the essential components needed to simulate its functionality in real-world scenarios.

What is inside the Box

x-hoppers Box content

The Box also includes chargers, plugs and x-hoppers keychain.

Subscription plans explanation

Besides the hardware components within the Box, you also get:

• a PBX, functioning as the central communication system to configure all aspects of your demonstrations

• CLASSOUND DID, enabling remote joining of broadcasts using any device

• x-hoppers web platform https://app.x-hoppers.com/

• x-hoppers mobile apps:

  • Android: https://play.google.com/store/apps/details?id=com.wildix.xhoppers

  • iOS: https://apps.apple.com/us/app/x-hoppers/id6739304771

Upon ordering x-hoppers Green Box, you will receive all the necessary information, such as PBX domain, credentials and CLASSOUND DID, via email.

Assemble the Box

Step 1. Unpack the box

When unpacking x-hoppers Green Box, please be aware that it consists of two layers, each with specific contents:

Top Layer:

• Six x-hoppers headsets

• x-hoppers keychain

Bottom Layer:

• MultiCharger for six headsets

• W-AIR Small Business Base Station

• Power supply for the base station and plugs

Step 2. Connect and update the base

1. Power up the base station

2. Go to x-hoppers admin -> Devices and make sure it’s provisioned and it’s firmware is up to date

Step 3. Register and update the headsets

1. Put a headset in the registration mode by pressing Push-to-Talk, Volume Up and Volume Down buttons at the same time and keeping them pressed for more than 5 seconds. When the headset is in registration mode, the LED indicator blinks with short blue flashes and a voice prompt announces “Registering”

2. The headset connects to the Base Station. When the headset is subscribed, the voice prompt announces “Headset subscribed”

3. Proceed with other headsets. After the registration, all the headsets are listed in x-hoppers admin -> W-AIR devices tab. You can check the battery level of the headsets:

4. After successful registration of x-hoppers headsets, put them into the Charger to update firmware. You can check the progress on the web interface of the W-AIR base

Basic settings

Step 1. Create users

1. Access x-hoppers admin and navigate to Users menu

2. Create user profiles for every user of the system. Add email addresses in order to demonstrate additional scenarios, e.g., chat conversation with transcription on web or mobile apps. Since you have nine subscription plans, it is recommended you create nine users:

   • six users with x-hoppers-SalesFloorHopper subscription plan (you will assign six x-hoppers headsets to these users)

   • one user with x-hoppers-SuperHopper subscription plan (the manager’s subscription plan)

   • optionally you can create two additional users with x-hoppers-BackOffice subscription plan

Step 2. Assign headsets

1. Navigate to Devices menu, W-AIR devices tab

2. Assign the headsets to the six users with “SalesFloorHopper” subscription plan

3. Alternatively, users can use voice authentication and say their Employee ID (extension) to log in to the headset, check How to set up Voice Authentication for x-hoppers for details

Set up the broadcast

Step 1. Create a broadcast

• Navigate to Broadcasts menu, Broadcast tab and click + ADD

• Specify the following fields:

  • Broadcast name: Enter a name for the broadcast

  • PBX: Select the appropriate PBX (if multiple PBXs are available in WMS network)

  • Members: Start typing a name or Employee ID, then select members from the list. Current behaviour: Only users with a valid email address who have logged in at least once can currently be added, this will be addressed in future releases

  • Tags: Use tags to enable scheduled or instant messaging across multiple broadcasts

• Transcription: Enable this option to record and transcribe all in-store conversations. Recordings and transcriptions are posted to a dedicated x-hoppers group conversation

• Default broadcast: Enable this option to make this broadcast the default one for your store

• Avatar: Upload an image to be used as x-hoppers group conversation picture

• Click ADD to create a broadcast

• Once you save the changes, a dedicated group conversation is created in x-hoppers, including added members and x-hoopers bot. Do not delete the bot, as it is required to post transcriptions and audio recordings

Step 2. Configure Dialplan

1. Navigate to Dialplan menu, Dialplan rules tab and modify the users Dialplan by adding the following two called numbers:

   • *Wairhotline*: this string is dialed automatically when the headset is taken off the charging station

   • *wairbroadcast*: the string routes users directly to a broadcast and is dialed 1) after a call with a colleague or any external call; 2) after putting such a call on hold, provided no other calls remain on hold

   • *wair*: this string is dialed when user double-clicks the AUX Function button to use AI Assistant, Dial-by-name option, etc. Also, *wair* is dialled after dropping a Voice bot call.

Here’s an example of how to configure the Dialplan with these three called numbers:

• *Wairhotline*

  • Set -> Language -> choose language

  • Broadcast -> select the previously created broadcast, choose the sound to be played on joining the broadcast or create it dynamically using TTS, for example Welcome to x-hoppers, joining the broadcast, enable battery level announcement

• *wairbroadcast*

  • Set -> Language -> choose language

  • Broadcast -> select the previously created broadcast. If needed, you can choose the sound to be played on joining the broadcast or create it dynamically using TTS, for example Joining the broadcast back.

  • Remove the checkbox next to Play Battery Level option, if not required

• *wair*

  • Voice Bot application -> if applicable, choose the necessary Voice bot (setup instructions are available in this guide How to set up Voice Bot for x-hoppers)

Step 2. Demo the broadcast and push-to-talk

Headset overview

 

 

Join the broadcast

The headset automatically joins the broadcast once left up from the charging station.  

If the headset goes out of range or has been removed from the broadcast, it automatically rejoins the broadcast within 5 seconds of becoming available again.

Speak in the broadcast

There are two options to mute/ unmute to speak in the broadcast:

• Push-to-talk mode: press and hold the Push-to-talk button to get unmuted. You stay unmuted only while pressing the button. When the button is released, the headset goes back to mute. This mode is recommended for passing short messages

• Handsfree mode: press the Mute button to unmute and be able to speak in the broadcast. All people in the broadcast can hear you. You stay unmuted till the Mute button is pressed again or till the headset is placed on the charger. This mode is recommended in case your hands are busy and you need to speak for a longer period of time

Answer an incoming call

• Double-press the Push-to-talk button to answer an incoming call and put yourself on hold in the broadcast

Same as in the broadcast, the headset stays muted by default. To unmute and speak to the caller, you have two options:

• Press the Mute button to put yourself in a hands-free mode. This mode is recommended to have a normal lengthy conversation

• Otherwise, press and hold the Push-to-talk button every time you speak to the caller. This mode is recommended for short conversations

Configure QR Codes

x-hoppers allows you to create QR codes linked to products or store departments, which the x‑hoppers system logs each time they’re scanned. You can set different types of QR codes: 

• QR code for a store area/ category of products: For large stores with many products, consider using a QR code for each area/ category of products. In this case, you can place the code in each row in your store, to be easily found by customers.

• QR code for each product: If you have a separate web page for each product and want customers to be directed to that exact page upon scanning the QR code, this option is ideal for you.

When a customer scans a QR code in a specific section of the store, store associates are instantly notified about the specific product or product category a customer is interested in. Once someone accepts a notification by double pressing the Push-to-talk button, the system informs everyone in the broadcast that the request is being handled by a specific associate.

Step 1. Import a dedicated Dialplan procedure

Before creating QR codes, you need to import the dedicated Dialplan procedure, required for sending audio alerts to employees every time a QR code is scanned.

• Download the provided procedure: xhop_process_smart_notifications.bkp

• Access x-hoppers admin and navigate to Dialplan menu, Dialplan rules tab

• Click Import, select the procedure and click Apply to finish

Step 2. Create QR code

Once the Dialplan procedure is imported, you can proceed to create a QR code.

• Access x-hoppers admin and navigate to Broadcasts menu, QR Code tab

• Click + ADD to create a new QR code

• Enter a name for the event associated with this QR code and select Broadcast message type (support for additional types is planned for future releases)

• Set the following mandatory parameters:

  • Broadcast message: Enter the message to be broadcasted to all employees with x-hoppers headsets once the QR code is scanned

  • Broadcast: Select the broadcast where the message is played

  • Play message frequency: Specify how often the broadcast message should be repeated

  • Confirmation timeout: Set the duration before the playback of the broadcast message is cancelled. After the timeout expires, the system message The request timed out is played to employees

  • Queue timeout: Define how long the broadcast message remains in the queue of other requests

• Apply the following optional customization:

  • Welcome message: Enter a welcoming message to greet customers after scanning the QR code. The default message is Thank you! Your request has been received and is being processed

  • Redirection URL: Provide a URL to which customers are redirected in 5 seconds after scanning the QR code

• Click ADD to save the QR code

For detailed setup instructions on QR codes, please refer to the dedicated How to generate and manage QR codes documentation.

Demo of QR Codes

To demonstrate the QR Codes you have created by using the instructions above, download the QR code and scan it. Your message will play into the broadcast, and you can double-tap the PTT button to accept the notification from the headsets.

Option 1. Help is required in a specific area 

This use case involves triggering a QR code when customers need assistance in a specific area, for example, the fresh fruits section of a store. 

To demonstrate:

• Scan QR code 1

• Upon scanning the code, x-hoppers system sends an audio alert

• Users who are wearing x-hoppers headsets hear a prompt through the broadcast. For example, the prompt could be: "QR 1 is scanned. Customer is looking for help in the fresh fruits area." (it is specified in x-hoppers admin Broadcasts -> QR Code tab)

Help Point 2. Customer is interested in a specific product 

In this use case, a QR code serves to provide customers with detailed information about a specific product. When scanned, the QR code directs customers to a webpage where they can learn more about the product they're interested in.

To demonstrate:

1. Scan the QR code 2

2. Upon scanning the QR code, x-hoppers system sends an audio alert

3. Users who are wearing W-AIR headsets hear a prompt that informs them about the specific QR code being scanned and a customer's product interest. For example, the prompt might be: "QR 2 is scanned. Customer is looking for more information about the WorkForce phone." (it is specified in x-hoppers admin Broadcasts -> QR Code tab)

4. Simultaneously, after scanning the QR code, x-hoppers redirects customers to a predefined webpage related to the product (it is specified in x-hoppers admin Broadcasts -> QR Code tab), where they can access its detailed information

Additional scenarios

Broadcast messaging setup

The broadcast messaging feature enables you to send instant and scheduled messages to store associates through their headsets. These messages are delivered both as audio notifications directly to their headsets and text notifications, accessible via a mobile app or a web application.

For detailed setup instructions, please refer to the dedicated How to send broadcast messages documentation.

Chat conversation with transcriptions

All the messages exchanged in the broadcast can be posted to a dedicated group conversation, where each message is transcribed and an audio file is attached.

If the Transcription option is enabled when creating the broadcast, the system automatically records and transcribes all the messages exchanged in the broadcast. Transcriptions and attached audio files are automatically posted on behalf of the users speaking at that moment to the chat conversation.

You can demonstrate how it works by opening the relevant chat conversation on the mobile app (download the “x-hoppers” app from the Apple store or Google Play Market) or in the web browser.

Configure AI Assistant

Integrating Voice bots with x-hoppers allows for intelligent question-answer interactions, enhancing customer support and information sharing. In the basic demo scenario, we demonstrate how AI Assistant can find answers to simple questions available in open sources. In the real retail environment, you can connect the x-hoppers AI Assistant to the database/ knowledge base.

To configure Voice bot, follow instructions in the guide How to set up Voice Bot for x-hoppers.

Make sure to include the Voice bot to the *wair* called number in the Dialplan:

• *wair*

  • Set -> Language -> choose the language

  • Voice Bot application -> choose the Voice Bot

  • Broadcast -> select the broadcast, choose the sound to be played on joining the broadcast or create it dynamically using TTS, for example Joining the broadcast back, enable battery level announcement

Demonstrate AI Assistant

In this demo, you can showcase how users can ask questions and receive answers.

To demonstrate:

1. When x-hoppers headset is in the broadcast, double-press the AUX function button on the headset

2. Ask a question, for example:

   • Could you compare and contrast the following two products: an Asus Vivobook 15 and a Samsung Galaxy Book 3?

   • Which induction hobs can be plugged in and which must be wired in directly?

   • Is the discontinued EXPEDIT series compatible with KALLAX?

   • Are Kraft Jet-Puffed brand marshmallows kosher? Are they halal?

   • Are there any allergens present in Naked Fruit and Nut bars?

3. x-hoppers, powered by the AI tool, processes the question and generates an appropriate response based on its knowledge base. The response is then played back to you audibly through the broadcast

4. You can ask another question or rejoin the broadcast by asking the AI Assistant “Join broadcast” or “Rejoin broadcast”

Dial-by-name for calling colleagues

Set up Dial-by-name

The Dial-by-name feature allows store associates initiate a call to a colleague right via x-hoppers headset.

To enable Dial-by-name option, follow the instructions below:

• In Voice bot settings add the Transfer tool 

• Fill out the fields of the Transfer section:

1. Description: enter instructions for the transfer, e.g. “Transfer the call if someone says to call, ring, or dial the Employee ID or name of the colleague from the same organization”

2. Context: enter the name of the Dialplan to which the call should be transferred
   Note: This Dialplan should include the Dial the phone application:

3. Destination: select the option Directory, in this case the AI utilizes the Organization Directory

4. Pipeline: choose if the Voice bot should generate a reply and transfer the call or transfer the call without replying

Make sure this Voice bot is added to the *wair* section of x-hoppers Dialpan, so that store associates can access the Voice bot from the headset and use the Dial-by-name feature:

Demonstrate Dial-by-name

When x-hoppers headset is in the broadcast:

1. Double-press the AUX Function button

2. After the welcome message, press and hold the Push-to-talk button to unmute yourself

3. Ask to make a call a colleague, providing the Employee ID or name, e.g. “Make a call to 335” or “Call John Doe”

The x-hoppers system processes the request and initiates a call to the necessary colleague.

External calls with your CLASSOUND DID

Dialplan configuration for managing external calls

1. Download the Dialplan IVR for xhoppers and import it to the Dialplan rules tab x-hoppers remote join demo.bkp (required for dialing into x-hoppers broadcasts remotely)

2. Modify the classound Dialplan by adding CLASSOUND DID as a called number and add the following Dialplan applications:

   • Set -> Codec -> alaw

   • Record a call -> specify an email

   • Jump to -> select “IVR for xhoppers” procedure

3. Modify the IVR for xhoppers Dialplan by specifying Employee IDs, Call groups, audio files etc present on your PBX

Configure calls via Smart Notifications

It is possible to deliver Call group calls to x-hoppers broadcast via Smart Notifications feature.

Step 1. Configure the Dialplan

• Download the provided procedure xhop_process_smart_notification.bkp

• Access x-hoppers admin and navigate to Dialplan menu, Dialplan rules tab

• Click Import, select the procedure and click Apply to finish

• The imported procedure contains the following called numbers:

You can customize confirmed, call_confirmed, expired, call_expired, timedout, and call_timedout numbers by modifying the confirmation or timeout message, setting an external API etc.

Step 2. Configure Call Group Notifications

1. Access x-hoppers admin and navigate to Dialplan menu, Call Groups tab

2. Choose the necessary Call group and click Edit strategy

3. Navigate to the Broadcast field and choose the required broadcast:

4. In the Broadcast Priority field, you can set priority for the Call group call notifications. E.g. if the Broadcast Priority is 0, the call group call is added to the queue and played after the rest of the notifications that are already in the queue; in case you set Broadcast Priority to 1, the call group call notification is played immediately after the current notification ends, if any

4. Click Save to apply the changes

Demonstrate how to join the broadcast remotely from PSTN

One of the remarkable features of x-hoppers system is its ability to allow users to join any broadcast from any location using any device. By dialling into x-hoppers demonstrations line via PSTN, for example, you are presented with a menu of choices to engage with the system and join specific broadcasts, allowing for flexible and accessible participation.

To demonstrate:

1. Dial CLASSOUND DID from an external device

2. Choose one of the options from the interactive menu:

   • Option 1: Ring all store associates in Call group. By pressing 1, you initiate a broadcast to all users in a specific Call group. This option is ideal for scenarios where a general announcement or message needs to be communicated to all users simultaneously

   • Option 2: Hunt through Call group with Priority or Round Robin strategy. By pressing 2, you trigger a call routing mechanism that hunts through each user connected to a specific Call group in a predefined order. This option is suitable for customer care scenarios where callers need to be connected to representatives consecutively until a successful connection is established

   • Option 3: Call directly to a single user. By selecting 3, you directly contact a specific user, typically a manager or designated contact person. This option allows for one-on-one communication and is useful for private conversations

   • Option 4: Join broadcast 1. Pressing 4 enables you to join the first broadcast. This option grants the ability to participate in a specific broadcast session and communicate with all users simultaneously

   • Option 5: Join broadcast 2. Pressing 5 enables you to join the second broadcast, extending the capability to address a different group of users simultaneously

Retail Analytics

Voice authentication

Voice authentication is designed for assigning headsets to users. When enabled, each time users lift the headset from the charger, they pronounce their Employee ID and automatically get assigned to the headset.

Explore how to enable and demonstrate this feature in the documentation: How to set up Voice Authentication for x-hoppers.

Push-to-talk from mobile app

This option allows sending voice messages to x-hoppers broadcast from the mobile app. Users can send voice messages to x-hoppers broadcast via mobile and receive broadcast messages to x-hoppers group conversation, having them played automatically in Speaker mode. 

Explore how to enable and demonstrate this feature in the documentation How to configure and use Push-to-talk for x-hoppers on mobile.

API

In addition to calls and QR codes management, x-hoppers also provides a powerful API functionality that allows interacting with x-hoppers channels programmatically and performing various actions like getting the list of conversations, create or update a conversation and other actions, you can check all available API endpoints in Wildix API Documentation.

To demonstrate:

• Create and copy a Company API Key to make an API request

• Proceed to https://docs.wildix.com/api-reference/rest/x-bees/conversations/

• Select an action you would like to demonstrate, for example, adding a new member to an existing x-hoppers conversation

• Select a dedicated API endpoint, https://docs.wildix.com/api-reference/rest/x-bees/conversations/#/operations/AddChannelMember in our example

• Under Auth setting, in Token field, insert the Company API key

• Under Parameters settings, insert channelId and user ID (see the note below to get instructions)

• Under Body setting, modify the body with the member’s details

• Click Send API Request