Inquiry Overview

maaiiconnect administrators can get a quick snapshot of their inquiries in the Inquiry Overview interface. It has three columns that display inquiries according to the following statuses:

  • Open: This section displays inquiries on queue, which the support staff members/agents need to attend to immediately.

  • Handling: This section displays ongoing and reopened inquiries currently being handled by the support staff members/agents.

  • Missed: This section displays inquiries that were left unattended until they reached the waiting time limit.

Refer to the maaiiconnect Inquiries section of this Guide to know more about the flow of maaiiconnect inquiries and their different statuses.

Inquiry Overview

You can further filter missed inquiries into the following:

  • All Inquiries - the default display
  • With Voicemails only - only displays missed inquiries that contain voicemail messages from visitors and customers

Missed Inquiry Filter

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Note:

Only staff members with an administrator role can access the Inquiry Overview.

Inquiry and Visitor Details

Inquiry details vary depending on the channel where the visitors tried to raise or send their inquiries.

When you click on an inquiry, a pop-up window will display its details.

From Web widget, web links, or QR codes

Visitor Forms disabled
If the Visitor Forms (Pre-Chat Form and/or Offline Support Form) are disabled, only the Inquiry Details will be available:

  • Visitor IP Address
  • Inquiry Type (if a call or chat)
  • Source (if from Widget, web link, or QR code)
  • Tag Name
  • Inquiry Initial Time
  • Location
  • Language

Visitor Forms enabled
If the Visitor Forms (Pre-Chat Form and/or Offline Support Form) are enabled, the following details will be available:

Inquiry Details

  • Inquiry Type
  • Source
  • Tag / Virtual Number
  • Inquiry Date
  • Language
  • Location

Inquiry Details with Pre-Chat Form Enabled

Visitor Details

  • First Name
  • Last Name
  • Email
  • Phone
  • Company Name
  • Job Title
  • Department
  • Message (available in Offline Support Form only)

Missed Inquiry Details with Offline Support

From virtual numbers

Visitors that dialed a virtual (toll-free/local) number will have the following Inquiry Details:

  • Visitor Phone Number
  • Voicemail message (if Voicemail is enabled)
  • Inquiry type
  • Source
  • Inquiry Initial Time
  • Location

Virtual Number Inquiry Details

From Omnichannel (Facebook Page)

Visitors that sent a message in a linked Facebook Page will have the following Inquiry Details:

  • Visitor Facebook Name
  • Inquiry Type
  • Source
  • Inquiry Initial Time
  • Language

Facebook Page Inquiry Details

Aggregated Inquiries

Multiple missed inquiries from the same visitor will be aggregated into the visitor's profile. This profile will list down the dates, times, and locations of all the visitor's attempts to contact a staff member.

Aggregated Missed Inquiry

Following up Missed Inquiries

If you are staff with an administrator role, you can pick up a missed inquiry from the Inquiry Overview by clicking the Chat back or Call back button located at the bottom of the pop-up window.

Clicking the button will redirect you back to your Workspace, where a room will be created to handle the inquiry. This inquiry will then be moved to the Handling section, and its status changed to Reopened.

Updated about a month ago


Inquiry Overview


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