The maaiiconnect Workspace is split into four panels:

• Utility Panel
• Open Inquiry Panel
• Chatroom Panel
• Room Information Panel

Utility Panel

The Utility Panel has the following areas and functions:

1. Recent
2. New Chat and New Meeting
3. Contact List
4. Dial Pad
5. Search

Recent

The Recent area displays all the rooms where you have ongoing calls and/or chat conversations with customers, visitors, and fellow Staff members.

New Chat

The New Chat feature lets you create a new 1-to-1 chatroom or a new group Space for internal conversations with your fellow Staff members.

To have a 1-to-1 chat,

1. Click on the (+) button, then click on New Chat.
2. On the Staff List window that will pop out, select the Staff member that you would like to have a conversation with.
3. Click on Create.

To create a new Space:

1. Click on the (+) button, then click on New Chat.
2. On the Staff List window that will pop out, select the Staff members that you would like to invite in the new group Space, then click on Next.
3. Fill out the details of your Space, check its settings, then click on Create.

For more details about Spaces, refer to the Space for Internal Group Chat section of this Guide.

New Conference

The New Conference feature lets you create an instant conference meeting.

To start an instant conference meeting:

1. Click on the (+) button, then click on New Meeting.
2. On the Instant Meeting window that will pop up, type in the Conference Topic. The default conference topic is displayed as [Your Name]'s meeting.
3. Click on Create.

For more details about instant meetings, refer to the Conference Call section of this Guide.

Contact List

The Contact List provides information about your Staff (internal) and external contacts.

For more details, refer to the Contacts section of this Guide.

Dial Pad

The dial pad feature opens a full-scale keypad that lets you dial a phone number.

You may set your Caller ID or calling line identity (CLI) by bringing your Service Numbers, Personal Numbers, or by selecting from the Virtual Numbers available on your maaiiconnect Service Account.

To call a phone number using the dial pad:

1. Select your Caller ID.
2. Select the country code of the phone number you wish to dial.
3. Type in the phone number.
4. Click on the call icon.

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Caller IDs are not guaranteed to be displayed to your called parties.

Search

The Search function lets you search for messages, chatrooms, Spaces, and contacts on your Recent Connections area.

• Start a search by putting your cursor on the search field and typing in the keywords you are looking for.
• The search results will display items in your Recent Connections that match the keywords. These results can be filtered according to the following locations they were found:
  • Chatrooms
  • Spaces
  • Messages
  • Contacts

Open Inquiry Panel

The Open Inquiry Panel displays all open call and chat inquiries from visitors and customers. Each inquiry has the following details:

• Time of waiting - timeout is at around 30 seconds
• Inquiry type
• Visitor name or visitor ID
• Visitor location and country/territory flag
• Language

You may show or hide the Open Inquiry Panel, depending on your preferences.

Chatroom Panel

When you open your maaiiconnect Workspace for the first time, the chatroom panel is not yet visible.

As soon as you attend to a call or chat inquiry or start chatting with your fellow Staff members, the Utility Panel will create and list rooms as your Recent Connections, and the chatroom panels for each of them will appear.

Sending messages, files, emojis, and voice messages
The chatroom panel lets you send the following as part of your 1-on-1 or group Space conversations with your customers, visitors, and fellow Staff members:

• Images
• Videos
• Documents
• Emojis
• Voice Messages

For more details, refer to the Sharing Files section of this Guide.

Copying a message
The chatroom panel lets you copy a posted message by pointing your cursor on a message and clicking on the Copy option that will appear beside it.

Sending SMS
The chatroom panel lets you send SMS to customers and visitors that you engage with through their phone numbers.

For more details, refer to the Sending SMS section of this Guide.

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SMS Sender IDs are not guaranteed to be displayed to your message recipients.

Recalling a message
In direct/1-to-1 and group Space chatrooms, you can recall a message or file you posted within five minutes:

• Point your cursor on the message or file that you want to recall. If the message or file was posted within five minutes, Recall will be among the options that will be displayed beside it.
• Click on Recall. A pop-up window will appear, asking you to confirm the action.

• Click on Recall.

Chatrooms with recalled messages will display the following:

• You recalled this message - displayed on the sender side/the one who recalled the message
• This message was recalled - displayed on the receiver/other side

An inquiry chatroom will be removed from the Recent Connections area of your Utility panel once you or your visitor resolves or closes the inquiry.

For more details, refer to the Closing an Inquiry section of this Guide

Room Information Panel

To display or hide the Room Information panel, click on the avatar icon beside the Visitor Name/Visitor ID, Staff Name, External Contact, or Space Name.

The Room Information panel displays different details, depending on the type of room you have in your Recent Connections:

• Visitor inquiry room - the Room Information Panel is already open by default
• Direct room (for staff-to-staff or external contacts)
• Space room (for internal group chat)

Visitor Inquiry Room

This provides details that will help you know more about the visitor or customer you are engaging with.

Visitor Details

• First Name
• Last Name
• Email
• Phone
• Company Name
• Job Title
• Department
• Social Networks (coming soon)
• CRM Integrations (coming soon)

Inquiry Information

• Inquiry Type
• Source
• Tag
• Inquiry Initiate Time
• Location
• Language

Device Information

• Platform
• User Agent (browser name and version)
• Screen size
• Timezone
• Local Time

Visitor Journey

• Web page(s) visited by the visitor on your website
• Date
• Duration

Direct Room

This provides details that will help you know more about the staff member or external contacts (e.g., leads or prospects) you are engaging with.

Contact Information

• First Name
• Last Name
• Role
• Email
• Phone Number
• Extension Number
• Job Title
• Timezone

Space (Internal Group Chat) Room

This provides details about the Space, including what the group is about and a list of its members.

Space Details

• Space Name
• Space Description
• Space Members

Muting and Unmuting Room Message Notifications

To mute/unmute message notifications in an inquiry or 1-to-1 room:

1. On the Room Information panel, click on the Settings icon.
2. In Mute Chatroom, toggle the button On (green) or Off (grey) to mute or unmute notifications, respectively, depending on the setting you want to apply.

To mute/unmute message notifications in a Space room:

• On the Room Information panel, click on the Settings icon.
• In Mute Chatroom, toggle the button On (green).
• In Notifications, click on More, then choose any of the following options in the pop-up window that will appear:
  • New messages
  • @mentions only
  • Mute
• Click on OK.

To mute/unmute notifications directly from Recent Connections:

• Point your cursor on the right side of the room and click on the dropdown arrow that will appear.
• Click on Mute or Unmute.

Unread Rooms Badge

If you have unread rooms (chatrooms) in your Workspace, it will display a red dot badge at the upper right corner of the Workspace icon. The number count displayed on the badge refers to the number of unread rooms in the Recent Connections area.

When you go to a room and read the unread messages in it, the badge will deduct the room from the unread room count. The red badge will disappear after all rooms have been visited and their messages read.

Unread Messages Badge

If you have rooms (chatrooms) with unread messages, they will display a red dot badge at the lower right corner of the room in the Recent Connections area. The red badge will disappear after all messages have been read.