Admin and Settings

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 inquiries from visitors?

Your availability status may have been set to Busy. To receive call or chat inquiries, 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 inquiries 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.

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 8 days ago

Admin and Settings

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