maaiiConnect

General

What is maaiiConnect?
maaiiConnect is a cloud-based, virtual contact center that makes it easy for any business to deliver better customer service at a lower cost. maaiiConnect enables instant two-way Live Call and Live Chat communications with your customers using our proprietary communications technology integrated into Website(s) or your Mobile App(s).

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

How do I create a new maaiiConnect Service Account?
Visit our web site m800.com and click Request an invitation for our team to process your request. Soon, Sponsor Plan online sign up will be available.

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.

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 the maaiiConnect Developer Guide to get started.

Do you have an example page of how the maaiiConnect widget looks like?
Yes, we do. Please visit our website, m800.com, and at the bottom right corner, you will see the maaiiConnect widget. Click on the Widget to interact with it.

maaiiConnect Widget on m800.com

maaiiConnect Widget on m800.com

What is 1-click-call and 1-click-chat?
1-click-call and 1-click-chat are configurable interaction feature offered by maaiiConnect that enables web visitors to reach your business staff by just clicking on the web widget, button or link installed on the website. QR Code is also available.

Why 1-click-call and 1-click-chat?
1-click-call / 1-click-chat is the fastest way your customers and web visitors can reach your business staff by eliminating multiple clicks.

What are the benefits of being 100% cloud-based solutions provider?

  1. You do not need to manage hardware, space, or telephony infrastructure.
  2. You can use maaiiConnect anywhere as long as you have an internet connection and a supported browser.
  3. You do not need to plan for scaling up or down. The system can evolve with your company and grow and shrink as you need.

How secure is maaiiConnect?
Strong Security! Data encryption to ensure that all communications recorded remain private. Private and secure storage of each customer’s communications data history.

Is maaiiConnect GDPR compliant?
Yes, indeed. M800’s maaiiConnect platform is GDPR-compliant.

What is your uptime SLA?
99.95%

How to contact maaiiConnect support team if I need help or encounter an issue in the maaiiConnect Dashboard, App or Widget?
Please contact our customer support through the maaiiConnect widget in the m800.com.

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.

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 purchase Toll-Free or DID numbers from M800 and link with maaiiConnect Widget?
Yes, of course.

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

What are the supported languages?
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

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.

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.

Updated 10 days ago

maaiiConnect


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