Frequently Asked Questions (FAQ)

Essentials Package

Can I add a virtual phone number to my Essentials plan?

No, the maaiiconnect Essentials plan is limited to maaiiconnect calls and staff calls only. Phone numbers, SMS, and Outbound calls are not available, you can upgrade to Pro, Business or Enterprise plan to enable this feature.

Can I answer incoming calls from visitors on traditional phones?

No, to do this you will need to upgrade to Pro, Business or Enterprise plan to enable this feature.

How many maaiiconnect minutes and video calls are included in the Essential Plan? Can I buy additional minutes in the Essentials plan?

maaiiconnect Essentials plan is capped at 2500 minutes per month. To purchase additional minutes, please upgrade to our Pro, Business or Enterprise plan.

To view the plans comparison, please click the following link: https://www.maaiiconnect.com/pricing

Can I get a free trial?

We have something even better, the maaiiconnect Essentials plan is free of charge. It's the best way to try the service.

Can I integrate maaiiconnect widget on more than one website or domain?

Yes, you can integrate our maaiiconnect Widget on multiple websites to fully support your business operation.

Can I integrate my current local number in maaiiconnect?

No, you can only integrate your local number if you purchase maaiiconnect to Pro, Business or Enterprise plan.

To view the plans comparison, please click the following link: https://www.maaiiconnect.com/pricing

Can I pick up my customers call using my traditional phone?

No, however this is available through our Pro, Business or Enterprise plan.

To view the plans comparison, please click the following link: https://www.maaiiconnect.com/pricing

Is there a capping for the number of staff? Can I purchase additional agent licences in Essentials plan

The maaiiconnect Essentials plan is capped at 10 staff maximum. If you require more staff licences, you might want to switch to our Pro, Business or Enterprise plan.

To view the plans comparison, please click the following link: https://www.maaiiconnect.com/pricing

Can I send SMS using maaiiconnect Essentials plan?

No, the maaiiconnect Essentials plan is limited to maaiiconnect IM and maaiiconnect calls only. Local numbers capabilities, SMS and Outbound calls are not available. If you want to experience these features, you need to upgrade to the Pro, Business or Enterprise plan.

To view the plans comparison, please click the following link: https://www.maaiiconnect.com/pricing

Can I set up my Email Signature with widget or QR Code?

A QR code can be placed in your email signature, however this is not possible with a widget.

Can multiple languages be supported on a single instance of the platform? If so, explain how.

Yes. For maaiiconnect widget client, the admin can configure to appearance and wordings according to the hosted website language. Go to Setting > Widget > Appearance

For maaiiconnect staff dashboard/app, staff can select his/her preference display language. Go to Setting > My Account > Click Edit > Select language from Dashboard Language

Can I 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.

How can admin add additional target to destinations?

See the online Admin User Guide for step by step instructions of adding target to the destination

How do end-customers (visitors) engage with maaiiconnect staff?

Visitors can simply click on the maaiiconnect widget on your website to access voice calling or instant messaging.

How do I add a new target and destination?

See the online Admin User Guide for step by step instructions of adding new destination

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

Yes.

Is the chat window customizable?

Yes, Admins can customize the color, company name and icon of the chat window.

Is there any statistical end-customer (Visitor) report?

Yes, gain insight into Customer (visitor) statistics with Visitor Report.

In case I cannot see my Phonebook and Contact List, how do I resolve this?

To enable the Phonebook/Contact List, please turn on the Staff Contact List.

What happened if I consumed all free allotted minutes?

Once all free minutes are consumed, you will need to wait until the next month to receive the new set of minutes. Alternatively, you may upgrade to Pro, Business or Enterprise plan.

To view the plans comparison, please click the following link: https://www.maaiiconnect.com/pricing

What limitations do Essentials plan have?

Please refer to our website for the details of Essential 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.

Can I use the dial pad to make international outbound calls with Essentials plan?

No, the maaiiconnect Essentials is limited to maaiiconnect calls and staff calls only. Phone numbers, SMS and Outbound calls are not available.

Pro Package

I added multiple destinations in directory but only one is working. How do I resolve this?

Please make sure the routing rules have been set. If multiple Destination added and no routing rules it would only use the first Destination been set.

Can I purchase additional agent licences in Pro plan?

Yes, additional licences can be purchased by pack of five licences incremental.

Can I use my phone number as my Caller Display Number?

In Pro, Business or Enterprise plans, you can add your personal number as a display number.

Can I use my phone number for the customers incomings calls?

The 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.

How can I select the Chat option in the directory?

You can select the Call and Chat option in General Function of Tag Details. If PSTN Type is the only destination, then only Call Function is allowed.

Why a Directory (tag) is not displayed in the directory list?

Set the language of the Destination / Directory / Tag same as the language in the Widget setting.

How many minutes are included in Pro plan?

There are no minutes included in maaiiconnect Pro 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.

If supported, what Voice over IP protocols does the platform support?

SIP over TLS, DTLS-SRTP

Is there any Local Number included in Pro?

Yes, Applicable only in the following territories: Australia, China, Singapore, UK, and USA (1 x per agent licence).

Business Package

What's included in Business plan?

All the features in the packages (Essentials, Pro), plus Omnichannel Capabilities (Facebook, WhatsApp, WeChat) and Broadcast Messaging feature.

Enterprise Package

What's included in Enterprise plan?

Fully customize plan is available. Please contact our commercial team to discuss special requirements. Just click our Widget and choose Enterprise Business Option.

1-Click-Call

What are 1-Click-Call and 1-Click-Chat?

1-Click-Call and 1-Click-Chat features allow visitors to place a direct call or chat conveniently through a single click on the maaiiconnect widget located on your website. It eliminates customers' barriers to call you such as multiple clicks, cost, time and availability. Our easy access widget provides a streamlined service of live chat as well as best-in-class voice and video calls directly from the browser. To purchase on line 1-Click-Call solution, please click the following link: https://www.maaiiconnect.com/1-click-call

How can I enable and add 1-Click-Call to the maaiiconnect Widget on my website?

You can enable 1-Click-Call by setting up a tag with your target customers' (visitors) locations and site language with a PSTN destination number. Then, copy and paste the code to your website to install the widget.

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 solution, please click the following link: https://www.maaiiconnect.com/1-click-call

Billing

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 to chat or to call with our team of experts.

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 Business Option

How do you bill?

The maaiiconnect is a subscription service charged on a monthly or yearly basis in a post paid approach.

Is there any termination fee?

If you selected "Pay as you go" you can terminate anytime with a 30 days termination notice. If you selected the year contract, in case of an early termination (before the end of the subscription period of 1Y), you need to pay the remain months.

May the customer be charged in its local currency?

The currencies provided are HKD and USD.

Service Level Agreement

What times is your Support Center available?

Our Support Center is available 24/7, 365 days via the Widget on our website.

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 component will have no impact on service and data stored

What certifications does your data center have?

Our data centers have industrial certification ISO 27001

How can I solve Service Unavailability?

Please contact us from the widget of our website, or send email to [email protected] We are available 24/7, 365 days.

What is your uptime SLA?

We offer 99.95% annual uptime availability

Where is the Support Center located?

Our support center is located in Hong Kong.

Updated 2 months ago


Frequently Asked Questions (FAQ)


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