Admin and Settings

How do I add/invite my teammates?

You may add or invite colleagues by creating a staff account for them. From your maaiiconnect Dashboard, go to Contact Management > Staff Management, then click on Create Account. You may also import Staff accounts in bulk using a spreadsheet template.

For more information, please refer to our User Guide.

Can I resend an activation email to a teammate?

Yes, you can. Go to Contact Management > Staff Management, find the staff member in the list, click on the utility menu (at the end of the row), and click Resend Activation Email.

Can I disconnect staff members such as agents remotely?

Yes, you can. Staff Administrators can remotely log out a staff member from maaiiconnect. Simply go to Contact Management > Staff Management and click on Logout Account.

Can I suspend or delete a staff member who is no longer working for the company without losing any handled enquiries?

Yes, you can. Staff Administrators can suspend a staff member by toggling the status button to OFF on the Staff Management page. They can also delete a staff account by clicking on Delete Account in the utility menu (at the end of each row). Before suspending or deleting a Staff member's account, you can transfer his/her current enquiries to another staff member.

Can I reactivate a suspended staff account?

Yes, you can. Staff administrators can reactivate a suspended staff account by toggling the member's status to ON in the Staff Management page.

Can I recover a deleted staff account?

maaiiconnect does not support account recovery, but you can always create a new account for your staff. You will have to go through the same process of adding and activating a new account.

Can I change a staff email address on maaiiconnect?

No, you can't. If a staff member's email has been changed, you will need to create a new staff account on maaiiconnect for them.

Can I use the same email address for more than one maaiiconnect account?

Yes, you can have more than one account associated with one email address (even if it's for a different plan, company, or role - such as admin or agent).

You will use the same email and password to login into both accounts. On a browser, go to your unique registered domain link to login. On mobile, enter the unique subdomain and domain name when logging on.

In the case that you signed up for a maaiiconnect account and set a password, it will automatically update the password associated with your email address across your accounts.

Can I customise the access level of my team members on maaiiconnect?

Yes, you can.Staff Administrators can customise Roles and Permissions for specific staff members.

Can I create a customise user roles and assign permissions?

Yes, you can. Staff Administrators can create custom roles and permissions for Staff members.

Can I edit or delete a user role?

You can only edit or delete the custom roles that you have created. You cannot edit or delete the default roles in your maaiiconnect service. For more information, please refer to our User Guide.

Can we have multiple Staff Administrators in one service account?

Yes, there is no limit for each Role.

How do you create a team and add members on maaiiconnect?

To create a team, go to Administration > Organisation > Team and click on Add Sub-Team. You can also add staff members to a team here. For more information, please refer to our User Guide.

Check out our blog post on Staff Management features.

How many groups or teams can I create on maaiiconnect?

There is no limit on creating teams on maaiiconnect. The level depends on your subscription plan, refer to our pricing plan for more information.

Are the fees displayed in My Plan accurate?

Plan Monitoring may not show the updated data in real-time. Please refer to the official invoice we send you every month for actual usage and fees subject to payment.

Why does my monthly invoice have a different amount compared to the one displayed on My Plan?

My Plan only provides a snapshot of the total running charges of your Service Account.

Can I view and update the company information related to my maaiiconnect subscription plan?

Yes, you can. My Plan has a Company Information tab that lets you view and edit the details used to sign up for your maaiiconnect service, including the company address, website, and contact person.

How do I change my availability status on maaiiconnect?

To change your availability status, click on your name at the upper-right corner of your maaiiconnect Dashboard, then toggle the Availability button to Active or Busy.

Why I can't receive chat or call enquiries from visitors?

Your availability status may have been set to Busy. To receive call or chat enquiries, make sure that your availability status is set to Active.

How do I update my profile information on maaiiconnect?

To update your profile, go to My Account, then click on the Edit button at the bottom right of the page.

Can I use an alias instead of my real name when handling enquiries as a customer support representative?

Yes, you can edit your Default Display Name in your account profile. You may also have different Display Names depending on the Widget language settings.

What is an extension number on maaiiconnect? How can I know my extension number?

An extension number is a unique three to the six-digit number allocated to a staff member so that staff members can easily contact each other. You can view your extension number in your account profile.

How many devices can I log in to maaiiconnect?

A Staff member can log in to three devices for the maaiiconnect App and two web browsers for the maaiiconnect Dashboard.

Can I remotely log out one or all of my device(s) and browser(s) from my maaiiconnect Dashboard and App?

Yes, you can. From the navigation menu in your maaiiconnect Dashboard, go to My Account > Manage Devices then click on the logout icon on the rightmost side of each device. You may also click on the Logout all other devices on the bottom of the page.

How do I add my personal number as my caller ID and SMS sender address?

To add your personal number as your Caller ID and SMS sender address, go to My Account > Call Settings, then click on the Edit button at the bottom of the page to add your own numbers. Caller ID and SMS sender address are available for PRO and BUSINESS Plans. For more information, please refer to our User Guide.

What operating systems and browsers are compatible with maaiiconnect?

The maaiiconnect Dashboard is compatible with Google Chrome and Safari running on Microsoft Windows or macOS. The maaiiconnect App is available on Android and iOS mobile devices.

For more information about the system and browser requirements, refer to our User Guide.

Can I remove the Powered by maaiiconnect link at the lower-right corner of my chat window?

Yes, Branding & Widget Customisation is fully available for LITE, PRO and BUSINESS Plans. However, white-labelling and other more advanced customisation features are only available with our maaiiconnect ENTERPRISE Plan. Please contact one of our experts through chat and call or email to learn more.

Can I have the maaiiconnect Dashboard or portal translated into my language?

Yes, you can. maaiiconnect currently supports English and Chinese (Traditional and Simplified).

Can I embed a call or chat button on certain pages of my website?

Yes, you can embed click-to-action (CTA) buttons on your website. For more information, please refer to our User Guide.

I have multiple websites I would like to support with a web widget. Is this possible with just one maaiiconnect account?

Yes. You can add the maaiiconnect widget on multiple web domains and sites. The maximum is 50 domains for one maaiiconnect account.

First whitelist your websites in your Dashboard, go to Administration > Widget > Installation

Refer to the My Sites section of our User Guide for more information.

Can I have the Widget Directory in multiple languages?

Yes, you can display the maaiiconnect Widget in multiple languages, depending on the visitor's site language. You can manage the Widget language settings in Administration > Widget > Appearance.

Can I change the appearance of the widget to match our site better?

Yes, you can change your Widget's colour to match your company's corporate image. LITE, PRO and BUSINESS Plans allow even more customisation for the Widget, such as uploading your own icon and in-call video and image. Go to Administration > Widget > Appearance to customise your Widget's appearance.

How can I change the widget icon on my website?

Accounts using the LITE, PRO and BUSINESS Plans can upload an image to customise their Widget icon. Go to Administration > Widget > Appearance to customise your Widget's appearance.

Can I turn off the widget when not in use?

Yes, you can hide the Widget if you don't need it for the time being. Go to Administration > Widget > Appearance and toggle the Widget Display button OFF.

Can I have my customers provide their first name, last name, phone number, etc. when they send an enquiry?

Yes, you can. maaiiconnect has a Pre-Chat Survey form to let customers fill out personal information before starting an enquiry session. For more information, please refer to our User Guide.

Can I ask my customers to leave a message when no one answered their enquiry?

Yes, you can. maaiiconnect has an Offline Support form to let customers leave you a message if no agent is available to pick up their enquiry. For more information, please refer to our User Guide.

How can I get notified of new incoming messages and calls on maaiiconnect?

maaiiconnect automatically sends browser push notifications whenever a visitor or another Staff member calls you, starts a new conversation with you, posts something in a Space, or mentions you in one of your chatrooms.

Updated about a month ago


Admin and Settings


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