maaiiConnect

General Information

Who should use maaiiConnect?
If you’re looking to improve your customer engagement experience, you can benefit from using maaiiConnect! We have a scalable and customizable plan that will fit your company and your budget.

Does the solution have the simplicity to support small and medium enterprises, as well as the feature richness and open interfaces required by large enterprises?
Yes, maaiiConnect is a simple solution for use, and have rich features for enterprises use.

What are the benefits can get by the remote or home-based staff members and agents?
We are using global distributed network, you can access maaiiConnect anywhere in the world with best experience.

Why clients need maaiiConnect?
maaiiConnect is a cloud-based, virtual contact center that makes it easy for any business to deliver better customer service at lower cost. maaiiConnect enables instant and real time live call and chat communications with your customers using our proprietary communications technology integrated into your Sites and Mobile Apps.

How do I create a new maaiiConnect Service Account?
Visit our web site maaiiconnect.com and sign up for free in our Engage Essentials Plan.

Is it difficult to set up and get started with maaiiConnect solution?
To the contrary, maaiiConnect solution is quick and easy to get started with. The implementation involves copying and pasting the widget code snippet to your web pages. M800 provides comprehensive product documentation from installation to configuration instructions. See our Developer Guide section
the maaiiConnect Developer Guide to get started.

Can I integrate maaiiConnect widget on more than one site or domain?
Yes, you can integrate our maaiiConnect Widget in multiple websites to fully support your business operations.

How do Visitors interact with maaiiConnect?
Your web visitors will simply click the Widget icon embedded on your web page to start a voice call or chat.

Are my visitors call and chat to my customer support free?
Yes, your web visitors will not incur any charges.

Do you have an example of how customers are already using maaiiConnect?
Yes. Please visit maaiiconnect website for the customer list and the Customer Support is using maaiiConnect widget. Click the widget to experience how it works on the customer (visitor) point of view.

maaiiConnect Widget

maaiiConnect Widget

How to contact maaiiConnect support team if I need help or encounter an issue in the maaiiConnect Web Dashboard, Mobile App or Widget?
Please contact our customer support through the maaiiConnect widget in the maaiiconnect website.

Can I have my own widget icon to install in my sites?
Yes, you can customize your icon to use as your widget icon. See Customize Your Widget Appearance in the maaiiConnect Administration Guide.

Can I enable call or chat only in a tag?
Yes, you can. Read more on how to do it with https://docs.m800.com/docs/how-to-create-tags

Can I answer incoming calls from visitors on traditional phones?
Yes, you can set up your preferred destination as your landline or mobile phone number.

Can I get Toll-Free or DID numbers from M800 and use them as entry point for visitors calling and terminate to my maaiiConnect Service Account?
Yes, of course.

Can I answer visitors calling from my purchase M800 Toll-Free or DID numbers on maaiiConnect Web Dashboard or Mobile App?
Yes, you can set up your preferred destination to a staff with maaiiConnect account.

What is Instant Messaging (IM)?
Instant messaging (IM) technology is a type of online chat that offers real-time text transmission over the Internet.

What is Session Initiation Protocol (SIP)?
maaiiConnect supports advanced integration with SIP based system to further optimised your actual need. You can learn more about SIP from https://en.wikipedia.org/wiki/Session_Initiation_Protocol

What is the Remote Access software to be used for any remote support from your support team to our network?
maaiiConnect is a web based application, there is no need for a remote support

What are the supported languages of maaiiConnect?
maaiiConnect supports English, Simplified Chinese, Traditional Chinese, Thai, and Italian.

What are the compatible web browsers to use maaiiConnect?
See the Web Browser Requirements section in the maaiiConnect Administration Guide for details.

What happens if the visitor mobile browser is not WebRTC supported? Can the visitors still call me?
Yes, we have the click-to-GSM feature, a native call from your customer's device to your preferred destination number.
Alternatively, the visitor can send chat messages.

Can I change staff member's email address?
No, the staff member's email address cannot be changed. If a staff member needs to change the login email, the Administrator will need to create new staff account in the Web Dashboard, then delete the old account.

What are the plans offer in maaiiConnect?

  • Engage Essentials: Our free, web-based solution allows your customers to reach you instantly. Anytime, anywhere, and on any device.
  • Engage Pro: Enhance your customer’s experience with a full-fledged business communication suite.
  • Engage Business: Drive premium experience across every channel and customer touchpoint.
  • Engage Enterprise: Your rules, our platform.
  • For pricing details, visit our website maaiiConnect Plans Comparison

maaiiConnect Features

What are your Solution Features?

Our current version has solution features such as:

  • Cross-Platform Solution
  • Multiple Channels
  • Worldwide Coverage
  • Intelligent Routing System
  • Branding Customization
  • Toll-Free and DID Integration
  • Dynamic Directory
  • High-Quality Voice Call
  • Messaging such as Chats and SMS
  • Multi-Language Support

Can I have my own widget icon to install in my websites and mobile apps?
Yes, you can upload an icon to use as your widget icon as per the specifications. See How to personalize your widget icon in the maaiiConnect Administration Guide.

Can my web visitors call and chat my business support staff for free?
Yes, your web visitors will not incur any charges.

Can I integrate maaiiConnect widget on more than one website or domain?
Yes, you can integrate our maaiiConnect Widget in multiple websites to fully support your business operations.

What is a Dynamic Directory?
Dynamic Directory refers to the intelligent behavior of our maaiiConnect Widget to route your visitor calls based on captured information such as the location and the site language to your preferred destination.

How to track Visitor Inquiries in maaiiConnect? Is there any monitoring and report?
Yes, we provide Inquiry Overview for Admin to monitor Inquiries status. For more details, see the Inquiry Overview.
In addition, we provide Inquiry Report with Overview and Detail Report to get an insight of your visitor behavior, see the How to View Inquiry Report.

How to track calls in maaiiConnect? Is there any call detail report (CDR)?
Yes, we provide Call Detail Report to our customers. For more details, see the Call Detail Reportsection in the maaiiConnect Administration Guide.

1-Click Call

How can I add 1-click-call with maaiiConnect Widget to my website?
Integrate our MaiiConnect widget to your website with a few line of code. Set up a tag with your target customers' (visitors) locations and site language with your destination number. After saving the tag, maaiiConnect would be available to your website. To purchase on line 1-click call, click our widget you can find at the m800.com and choose ENTERPRISE BUSINESS option and the dedicated Account Manager will contact you.

How can I enable maaiiConnect's 1-click-call feature?
1-click call/Chat is a feature in maaiiConnect that allowing the visitor to reach you with single action. This can be achived by only enable one single tag in the directory or using our weblink to call/chat directly. To purchase on line 1-click call, click our widget you can find at the m800.com and choose ENTERPRISE BUSINESS option and the dedicated Account Manager will contact you.

How can I have click to call action button and link to maaiiConnect Widget?
Create Click to action (HTML5/CTA) button into your website and add a few line of code. See the Web Developer Guide for step-by-Step instructions. (https://docs.m800.com/docs/embedding-web-widget#section-add-click-to-action-cta-buttons) To purchase on line 1-click call, click our widget you can find at the m800.com and choose ENTERPRISE BUSINESS option and the dedicated Account Manager will contact you.

What is 1-click-call and 1-click-chat?
1-click call/Chat is a feature in maaiiConnect that allowing the visitor to reach you with single action. This can be achived by only enable one single tag in the directory or using our weblink to call/chat directly. To purchase on line 1-click call, click our widget you can find at the m800.com and choose ENTERPRISE BUSINESS option and the dedicated Account Manager will contact you.

Why 1-click-call and 1-click-chat?
1-click-call / chat is the fastest way for your customers to be reached. It eliminates customers' barriers to call you such as multiple clicks, cost, time and availability.To purchase on line 1-click call, click our widget you can find at the m800.com and choose ENTERPRISE BUSINESS option and the dedicated Account Manager will contact you.

Admin Setup

How can I add the maaiiConnect Widget to my website?
Integrate our maaiiConnect widget to your website with a few lines of code. See the maaiiConnect Developer Guide for detailed instructions.

How can I enable maaiiConnect's 1-click-call feature?
After installing the widget, create a new tag, and assign a destination phone number.

How can I have click to call action button and link to maaiiConnect Widget?
Create Click to action (HTML5/CTA) button in your website and add a few lines of code. See the maaiiConnect Developer Guide for step-by-step instructions.

Can I link my existing Toll-Free Number, DID or any phone number to maaiiConnect widget? How?
Yes. You can use any of your existing phone numbers as the destination number to answer incoming calls from visitors. Follow the How to Create Tags workflow and set up your existing phone number in Destination Settings.

What is a Tag in maaiiConnect?
See What are Tags in the maaiiConnect Administration Guide.

Can I enable call or chat only in a tag?
Yes, this is possible. A tag can have call and/or chat function to fully support your business operation.

What are Virtual Numbers in maaiiConnect?
A virtual number, also known as direct inward dialling or access numbers, is a telephone number without a directly associated telephone line. Allow your customers from across the globe to call you with reduced costs. M800 offer virtual numbers include Toll-Free and Local DID.
For more details, navigate to Manage Virtual Numbers of maaiiConnect Guide.

I am a Staff with Admin role. Can I create a staff admin user by myself?
Yes, as an admin you can create staff account with the admin role.

Can the Staff email address be changed?
No, the staff's email address cannot be changed. If a staff needs to change the login email, the admin will need to add a new staff account in the Admin Dashboard, then delete the old account.

Can I suspend and delete a staff account?
Yes, see our Staff Management Guide to know more details.

How to increase staff seat quantity in maaiiConnect?
Contact our Sales Team to request for an increase of staff seat quantity.

Staff Capabilities

How do I login my maaiiConnect Service Account?
To login in maaiiConnect, use the maaiiConnect Service Domain provisioned by M800.
Enter the email address and password. For more details, navigate to the Dashboard Login of the maaiiConnect Guide.

I forgot my password, what should I do?
You can reset your password through Forgot Password link available in the Dashboard login page.

How do I change my password?
You can change your password through the My Account page,

What are the difference between staff with admin role and staff with agent role?
Staff refer to the users of maaiiConnect. Staff has 2 types of roles which is the administration role and the agent role. Administration role manages all the configurations required from widget appearance, staff management down to the service numbers. While Agent role is focus on Workspace to serve Visitor call and chat Inquiries, follow up on the unresolved inquiries and collaborate with the other staff.

Can a Staff with role of Admin and Agent answer Visitor Inquiry?
Yes, staff (both admin and agent) can pick up visitors inquiry.

If I am active in maaiiConnect Dashboard and App , will I be notified for the incoming call and chat on both devices?
Yes, the approach is simultaneous notifications for all the devices you are active.

How to set my availability status into busy from being active?
Click on your Staff Name Account in the upper right corner of the Dashboard and toggle the availability status into Busy.

Will I be notified of visitor call and chat inquiries when my availability status is busy or offline?
No, Busy status wont you receive visitor inquiries but you can still send chats to other staff and make outgoing calls.

Can I use my phone number as my Caller Display Number?
Yes, as a staff with agent role, you can add your number to use as caller display number when making outgoing call from the dial pad or chat room. See

How to make an outgoing call to a customer phone number?
Navigate to the Workspace then open the dial pad, select for the Display Number (CLI), enter the phone number and click the call button.

Can I make calls and send chats to another staff using maaiiConnect?
Yes, staff can receive and make calls and chats to the visitors and staff.

Engage Essentials Package

Can I add a virtual phone number to my Essentials plan?
No, maaiconnect Essentials plan is limited to on-net calls only. Phone numbers, SMS and Outbound calls are not available, you can upgrade to Pro or Business plans to enable these features.

Can I answer incoming calls from visitors on traditional phones?
No, you can upgrade to Pro or Business plans, then the staff admin can manage the termination call route to your traditional phone.

Can I buy additional minutes in Essentials plan?
No, maaiiconnect Essentials plan is capped at 2500 minutes. If you require more minutes, you might want to upgrade to our Pro or Business plan.

Can I get a free trial
We have something even better, Maaiiconnect Essentials plan is free of charge. It's the best way to try the service.

Can I have my own widget icon to install in my websites and mobile apps?
According to your subscription plan, you can customize your own widget icon with Engage Pro, Business and Enterprise plans.

Can I integrate maaiiConnect widget on more than one website or domain?
Yes, you can integrate our maaiiConnect Widget in multiple websites to fully support your business operation.

Can I integrate my current DID in maaiiConnect?
No, you can only integrate your DID with maaiiConnect Pro, Business and Enterprise plans.

Can I make calls and send chats to another staff using maaiiConnect?
You can make call or send chat to another staff through the staff phonebook

Can I pick up my customers call using my traditional phone?
No, the staff admin can only manage the termination call route to your traditional phone with Pro, Business and Enterprise plans.

Can I purchase additional agent licences in Sponsor plan?
maaiiConnect Sponsor plan is capped at 15 agents maximum. If you require more agent licences, you might want to switch to our Business plan.

Can I send SMS using maaiiConnect Sponsor plan?
No, maaiconnect Sponsor plan is limited to on-net calls only. Phone numbers, SMS and Outbound calls are not available

Can I set up my Email Signature with widget or QR Code?
widget cannot, but QR code can place in you email signature.

Can multiple languages be supported on a single instance of the platform? If so, explain how.
For maaiiConnect widget client, the admin can configure to appearance and wordings according to the hosted website language.
For maaiiConnect staff dashboard/app, staff can select his/her preference display language.

Can my customers call me from my website for free?
Yes, voice call is just free for your customers (visitors).

Can the Staff Email Address be changed?
No, the staff's email address cannot be changed. If a staff needs to change the login email, the admin will need to add a new staff account in the Admin Dashboard, then delete the old account.

Can users be administer maaiiConnect?
yes

Can you invite visitors to chat?
You can send the Web Link to the visitors for chatting with the destination agent. Directory > right option menu -> Tag Details
You can find the Web Link in the bottom of the Basic Setting

Cannot change dashboard language
Go to Setting -> My Account -> Click Edit -> Select language from Dashboard Language

Describe the hardware requirements to implement your solution, including identifying proprietary hardware and third-party hardware required.
No additional hardware required to use maaiiConnect service.

Does your service works with proxy?
Yes, we are compatible with proxies.

How are admin tagged target to destinations?
See the online admin user guide for step by step instructions of adding target to the destination
(https://docs.m800.com/docs/manage-destination)

How can I add maaiiConnect Widget to my website?
maaiiConnect provide the simpliest way to integrate into your website with a few lines of code. See the Web Developer Guide for the step-by-step instructions (https://docs.m800.com/docs/mc-web-latest)

How can I change language in Dashboard?
Go to Setting -> My Account -> Click Edit -> Select language from Dashboard Language

How do end-customers (visitors) interact with maaiiConnect?
The maaiiConnect “widget” can be integrated into your websites with only a few lines of code. The maaiiConnect “widget” will let your customers (visitors) start a voice call or instant message with your staff in one simple click.

How many minutes are included in Sponsor plan?
2500 on-net minutes are included

How to add some target and destination?
See the online admin user guide for step by step instructions of adding new destination
(https://docs.m800.com/docs/add-new-destination)

How to set up integration?
Integrate our maaiiConnect widget to your website with a few line of code. See the Web Developer Guide for the step-by-step instructions.

Is a single platform ready to operate in multiple countries, multiple languages, and multiple time zones simultaneously?
Yes.

Is the chat window customizable?
You can customize the color, the company name and icon of the chat window to match your cooperate style.

Is there any minimum seats?
yes, 15 seats are included by default (both sponsored and business plans)

Is there any statistical end-customer (Visitor) report?
Yes, gain insight into Customer (visitor) statistics with Visitor Report.

Phonebook/Contact list not shown inside widget
Turn ON the Staff Contact List option

What are the supported languages?
maaiiConnect supports English, Simplified Chinese, Traditional Chinese, Italian and Thai. We can support more per request with a one time customization charge.

What happened if I consumed all free included minutes?
you will have to wait the next month to get a new set of free minutes

What is a Tag in maaiiConnect?
A tag is a display label listed in the tag directory associated with your business division. Tags help visitors identify your business division and are created in the web dashboard where you can configure the destination settings based on the supported locations and languages. Read more in our online document: https://docs.m800.com/docs/manage-your-tags

What limitations do trial account have?
The Sponsor plan included basic features, please refer to our website for details, https://www.m800.com/maaiiconnect-sponsored-plan.

Will I be notified of visitor call and chat inquiries when my availability status is busy or offline?
No, only staff in Active or Idle status will be notified for new incoming call and chat inquiries.

Engage Pro Package

Added multiple Destination in the directory but only 1 is working
If multiple Destination added and no routing rules it would only use the first Destination been set. If the user wants to have the different Destination, routing rules must be set

Can I place maaiiConnect Widget on more than one site or domain?
Yes, you can integrate our maaiiConnect Widget in multiple websites to fully support your business operation.

Can I purchase additional agent licences in Business plan?
Yes, additional licences can be purchased by pack of 5 licences incremental.

Can I suspend and delete a staff account?
Only admin account can suspend or delete a staff account.

Can I use my phone number as my Caller Display Number?
According to your subscription plan, you can add your personal number as a display number

Can I use my phone number for the customers incomings calls?
maaiiConnect lets your customers (visitors) incoming call route to your preferred phone number. To receive calls on your mobile, add your mobile number as your destination to your Tag, set the website language support, location and day and time availability.

Can I use the dial pad to make international outbound calls with Sponsor plan?
No, maaiConnect Engage Essentials is limited to on-net calls only. Phone numbers, SMS and Outbound calls are not available

Can we download data?
yes, you can.

Can your solution also do intelligent routing to legacy circuit call centers?
maaiiConnect is able to do intelligent routing to any SIP base system.

Chat option not available in directory
Select the Call and Chat option in Genernal Function
Only allowed Call Function if PSTN Type is the only destination

Describe how a user would create a call flow and integration that includes basic IVR, skills-based routing, and screen pop integration? How long does it typically take to develop such a call flow?
Our intelligent routing will route the inquiry to the preferable destination. The availability of the intelligent routing is based on your subscription plan.

Directory (tag) not displayed in the directory list
Set the language of the Destination / Directory / Tag same as the language in the Widget setting

Group / multiple accounts registration of maaiiConnect?
We do not provide multiple registration.

How do Visitors interact with maaiiConnect?
Visitor can interact with maaiiConnect through a widget on your website after you integrated into your website. You can also further customise to allow visitor to interact with maaiiConnect by clicking any html element in your website. What's more, your visitor can interact with maaiiConnect by calling a number if you have any Virtual Number in your account.

How many minutes are included in Business plan?
There are no minutes included in maaiiconnect business plan. Usage is based and calculated on a pay as you go model

How many phone numbers can I have on my account?
As many phone numbers as you need. Activate new numbers instantly whenever you need more.

I am a Staff with Admin role. Can I create a staff admin user by myself?
Yes. Admin role can create both staff and admin user account

If supported, what Voice over IP protocols does the platform support?
SIP over TLS, DTLS-SRTP

Is there any Local Number included in Engage Pro?
Yes, Applicable only in the following territories: Australia, China, Singapore, UK, and USA (1xper agent licence)

What are Virtual Numbers in maaiiConnect?
A virtual number, also known as direct inward dialling or access numbers, is a telephone number without a directly associated telephone line. Allow your customers from across the globe to call you with reduced costs. M800 offer virtual numbers include To

What are virtual server resources?
Virtual server resources - such as CPU, RAM, public IP addresses, storage and internet access - are used to configure and customize a virtual server.

What is the log retention available?
Yes, but such information is not provided through maaiiConnect dashboard.

What supervisory or admin functions are available in the platform?
Admin can overview all the inquiries and view the report of the whole maaiiConnect service.

Engage Business Package

What's included in Business plan?
All the features in the packages (Essentials, Pro), plus Omnichannel Capabilities (Facebook, WhatsApp, WeChat)

Billing

Do you charge internal calls between agents?
Calls between agents are considered as on-net calls and therefore charged at the rate of $ 0.02 per min

Do you offer tier pricing or discounted rates for higher usage?
please contact our commercial team to discuss special requirements. Just click our Widget and choose Enterprise Business Option

How can customer request for discount ?
On a case by case basis. Customer can contact M800 sales for such request. Just click our Widget and choose Enterprise Business Option

How can I change the quantity of license after I become a paid subscriber?
You can contact your account manager for upgrading the subscription plan. Just click our Widget and choose Enterprise Business Option

How do you bill?
maaiiConnect is a subscription service charged on a monthly basis post paid

Is there any termination fee?
If you selected "Pay as you go" you can terminate anytime with a 30 days termination notice. Consult our T&Cs for more details, or Contact our Enterprise Business Team, by clicking our Widget on our Widget on our home page and choose Enterprise Business.

May the customer be charged in its local currency?
Only HKD and USD.

What kind of packages are available?
We offer a free ""Essentials Plan"", and paid ""Pro Plan"" and ""Business Plan"". Business plan starts at $285 per month for 15 staff members. Just refer to our Home page maaiiConnect.com under pricing tab for details and comparison"

Service Level Agreement

Any escalation paths such as emergency mobile? Is the escalation possible in the non-office hours?
Our support center is available on 24/7, 365 days. Customer can contact the support center through the widget. Escalation can be done through your Account Manager

Describe the overall reliability architecture of the system. Specifically address which elements of the architecture need to be duplicated to achieve redundancy system-wide, and if there are any single points of failure in the system.
From network point of view, we use redundant network providers to ensure high availability of the network.
From server point of view, we use redundant components inside our servers like redundant CPU, hard disk, network interface card etc.
From service point of view, we install each server component into at least two different physical servers. We don't have single point of failure in our infrastructure. "

Describe the scalability of your solution. How do you economically scale the implementation? How large can the system scale, including number of ports, # of agent positions, # of tenants, # of queues, etc.?
Since maaiiConnect base on kubernetes as infrastructure, all components are stateless and can be scaled. A single instance can support more than 10k agents, 1k concurrent calls and around 100 cps.

How are you handling system upgrades so as to minimize the system downtime?
You can read more to understand how maaiiConnect rolls out upgrade via: https://cloud.google.com/kubernetes-engine/docs/how-to/updating-apps

How can your system support 99.95 availability?
We adopt redundancy architecture for our hardware platform that provides 99.95% high availability. For the leased service like network connection, we have engaged 99.95 high availability SLA with our service provider.

How do you ensure your infrastructure working properly?
Our infrastructure is being monitored intensively to give us an overall view on the healthiness of our infrastructure. We have our 24x7 Network Operation Center (NOC) to monitor and handle any infrastructure issues.

How do you maintain remote infrastructure?
For private cloud in different data centers around the world, we have a SLA with hardware vendor to provide on site support to our hardware. Whenever we find a hardware fault, we will issue an urgent ticket to our hardware vendor to provide immediate support. All of our hardware are operated in redundant mode. That means our service will not be affected if one of our hardware fails to work.
For public cloud in different locations, our vendor will take care of the cloud infrastructure based on the agreed SLA."

How does maiiConnect work after working hours?
You can configure the time routing features to support different destinations for different working hours.

How long will the data be stored?
Call and chat history will be stored for 15 days for Sponsor plan and 180 days for Business plan.

How long will we store the call history?
Call history will be stored for 15 days for Sponsor Plan and 180 days for Business Plan.

How reliable is the maaiiConnect?
We guarantee 99.95% SLA for our Business Plan customer.

In case of down time. What will happen to our stored data? is it backed up?
All of our services and components are designed and implemented under full redundancy architecture. Any failure of one single components will have no impact on service and data stored

Is software maaiiConnect installed on any machines at the site has backing up?
maaiiConnect is a cloud-based system, no installation is needed.

Is the data center has global certifications?
Our data centers have industrial certification ISO 27001

What do I do if I experience Service Unavailability?
You can contact us from the widget of our website, or send email to [email protected] on 24 x 7, 365 days

What is the Availability Target of maaiiConnect?
We offer 99.95% availability

What is the lead-time for application? Upgrade advance notification?
maaiiConnect will always try to provide the best experience of zero affect upon upgrade lead-time.

What is the Support Service arrangement?
We provide 24 x 7 and 365 days support service

What is the support service hours for our help desk?
We provide 24 x 7 and 365 days support service

What is your SLA?
We offer 99.95% availability

What is your uptime SLA?
We offer 99.95% uptime availability

Where is our helpdesk/support center? Which support center will be appointed to support our solution in our time zone?
Our support center is in Hong Kong.

Updated 2 days ago

maaiiConnect


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