What is a Destination? What are the different Routing Rules? How is a Broadcast Enquiry different from a Direct Enquiry? How does Sticky Routing work?
This glossary defines the different concepts, features, and terminologies that you may encounter when configuring or using the maaiiconnect Dashboard and App.
A maaiiconnect chat feature that lets Staff members get the attention of all the members of a maaiiconnect Space about a specific message.
A maaiiconnect chat feature that lets Staff members get the attention of a specific person within a maaiiconnect Space about a specific message. A Staff member simply needs to type @, followed by the name of the person they wish to notify.
A direct call between a Staff member and a visitor or colleague.
A direct chat conversation between a Staff member and a visitor or colleague.
See: Two-Factor Authentication
Activated Staff Member
A Staff member who has created an account, completed the verification processes, and successfully logged in to the maaiiconnect Dashboard or App.
Active Directory (AD)
A directory service developed by Microsoft to manage computers and other devices in a network. In maaiiconnect, Staff administrators can link and bind their service account to Active Directory through the OAuth Service. This provides Staff members with an option to log in to maaiiconnect using their Microsoft AD account.
Stands for Active Directory Federation Services. It is a software component developed by Microsoft that is used to provide Single Sign-On (SSO) access to systems and applications located across organisations. maaiiconnect requires the ADFS URL to configure and authenticate Staff member accounts so they can log in to maaiiconnect using their Microsoft Active Directory (AD) account.
A Staff member with an administrative role in maaiiconnect. They are responsible for configuring the service's feature settings and creating accounts for Staff members. An administrator role also includes the capabilities of an agent.
A Staff member who is responsible for attending to enquiries from customers and visitors through the maaiiconnect Widget, Weblink and QR code, Virtual Numbers, and Omnichannel.
A list of files, URLs, email addresses, or other computing elements or materials to be allowed. In maaiiconnect, allowlists generally apply to URLs, IP addresses, and phone numbers.
Alphanumeric Sender ID
A customised SMS sender ID made from a combination of alphanumeric characters (A-Z, a-z, and 0-9) and commonly used for sending one-way text messages. In maaiiconnect, Staff members can use Alphanumeric Sender IDs in broadcast SMS campaigns.
Routing based on the order of Destinations listed, such that the first on the list will be the priority Destination, the second one will be next in line if no one answers the priority Destination, and so on.
In Data Retention, a set of the key or password used to open the created backup file.
A chronological record of all the activities and changes made by Staff members to certain features or “elements” inside the maaiiconnect service.
A mobile app that generates 2FA codes. maaiiconnect Staff members can use Google Authenticator or Microsoft Authenticator to get their verification code when signing in to the service.
An indicator of an agent's readiness to handle incoming enquiries. An agent's availability status may be set to Active, Busy, Idle, or Offline.
Six-digit 2FA codes that can be used to log in to maaiiconnect, in case the user's mobile device and authentication app are not available.
A log created when the Data Retention feature in maaiiconnect is enabled. After maaiiconnect backs up the data to the SFTP server according to the set schedule, it provides the following information in the Backup Log: date and time the backup was created, backup file name, the total data size of the backup, the total number of backup files, and retention status.
An authentication method that uses fingerprint or facial recognition. Staff members can enable this feature in the maaiiconnect App to prevent unauthorised access to their or their customers' data.
A list of files, URLs, email addresses, or other computing element or material to be blocked. In maaiiconnect, blocklists generally apply to URLs, IP addresses, and phone numbers.
Broadcast Call Enquiry
A call enquiry that is coming from a Tag, a Weblink or QR code, or a Virtual Number and alerts all Staff members, PSTN number, or SIP trunk associated with it as Destination types and endpoints. It appears with a green outline icon in the Enquiry Panel and Enquiry Centre.
Broadcast Chat Enquiry
A chat enquiry that is coming from a Tag, a Weblink or QR code, or Omnichannel and alerts all Staff members associated with it as Destination endpoints. It appears with a blue outline icon or as the icon of the linked omnichannel in the Enquiry Centre.
A feature in maaiiconnect that lets Staff members redirect incoming calls to another Destination endpoint they have specified.
A feature in maaiiconnect that lets Staff members record calls.
A report that monitors the number of inbound and outbound calls made in the maaiiconnect Service Account. This report provides Call Success and Call Duration analytics, as well as details that can be filtered by date, call type, Staff name, and status.
An individual project or campaign call task in Smart Calling.
The user or device that answers a telephone call. A called party may be more than one person or device, e.g., during a conference call.
A phone number that is selected by a Staff member to be displayed as their number when they dial out and call a third party line. Also known as calling line identity (CLI).
Caller ID Allowlist
A list of Staff members who can use a virtual number or a service number as their Caller ID when making outbound calls.
maaiiconnect's broadcast messaging feature that lets Staff members send text messages and communication campaigns in bulk to target audiences' mobile numbers.
A ready-made message content that Staff members can use or insert in their broadcast SMS campaigns. maaiiconnect lets Staff members create or import Campaign Templates so they don't have to compose messages from scratch every time they launch a campaign.
The different entry points for visitors and customers to reach a Staff member and raise their enquiries. A Channel may refer to the Tag or Staff Directory, a Weblink or QR code, a Virtual Number, or an Omnichannel.
The section in the maaiiconnect Dashboard that lets administrators create, view, edit, activate, suspend, or delete channels.
A report that monitors the number of sent and received chat messages, as well as the number of shared images, videos, audio, and other files in the maaiiconnect Service Account.
The panel in the maaiiconnect Workspace where Staff members can send and receive instant messages, share files such as images, videos, documents, voice messages, or SMS texts to their visitors or colleagues.
A maaiiconnect widget feature that automatically calls a specific Tag or Staff whenever a customer or visitor clicks on a web object, i.e., a button, a text, an image or an icon.
A maaiiconnect widget that automatically launches a chatroom for a specific Tag or Staff whenever a customer or visitor clicks on a web object, i.e., a button, a text, an image or an icon.
The visitor or the agent resolved an enquiry by closing the enquiry room and confirming to end the conversation.
CMS/e-Commerce Site Integration
The capability of the maaiiconnect Widget to be installed on websites created using a content management system (CMS) or an e-commerce site builder.
A section in the maaiiconnect Dashboard that displays the details a company provided.
A metadata tag that lets administrators configure where a Tag should be triggered and displayed on their website.
A feature in maaiiconnect that helps facilitate collaborative discussions between Staff members and their visitors or customers.
A report that monitors all conference calls made in the maaiiconnect Service Account.
The Staff member that created and saved an External Contact into the Contacts List.
The process of sharing an External Contact's details with other Staff members.
An External Contact categorisation that lets maaiiconnect Staff classify External Contacts into any one of the following: Lead, Prospect, Customer, or Others.
A Staff member's list of internal and external contacts. maaiiconnect stores several details about a Contact, such as their name, phone numbers, and email addresses.
A maaiiconnect chat feature that lets Staff members copy a posted message.
A unique maaiiconnect user role created by a Staff administrator. Custom roles can have permissions that differ from the default user roles.
Data Access Level
A set of permissions or restrictions provided to a data type. In maaiiconnect, a data access level is associated with a Staff member's role. The following are the default data access levels: Full, Department, Team, Restricted.
The process of converting data into another form, such that only those who have access to a decryption key will be able to read the contents of the said data.
The process of storing data or records, such as customer data, for a period of time depending on the business need or as set by industry standards and regulations. In maaiiconnect, its Data Retention feature lets Staff administrators regularly create a backup of data stored within the service account and move them outside of the service (e.g., to their locally-hosted servers).
Deleted Staff Member
A Staff member whose access to maaiiconnect was permanently revoked by the administrator. A deleted Staff member is no longer counted among the Service Account's available Staff licence.
According to the Destination rules, type, and endpoint, an individual or group answers enquiries from the maaiiconnect Widget, Weblink or QR code, Virtual Numbers, or Omnichannel.
The specific phone number, phone system, or agent where an enquiry can be routed to. Depending on its type, a Destination can have up to 10 endpoints where an incoming enquiry may be broadcasted.
A set of conditions that determine the type and endpoint of a Destination.
The method with which a Staff member can pick up an enquiry. maaiiconnect provides the following options: PSTN phone, SIP trunk, or Staff List.
Dial Pad Call
An outgoing call from a Staff member to a landline or mobile phone number using the maaiiconnect Dashboard or App.
Direct Call Enquiry
A call enquiry directed to a specific Staff member. It appears with a solid green icon in the Enquiry Centre.
Direct Chat Enquiry
A chat enquiry was directed to a specific Staff member. It appears with a solid blue icon in the Enquiry Centre.
A list of available contact points that a visitor can open or view using the maaiiconnect Widget. It may refer to the Tag Directory, which lists different Tags, or Staff Directory, which lists the names of Staff contacts.
A section in the Campaign Manager that lists drafted, cancelled, or rejected message campaigns.
A maaiiconnect chat feature that lets Staff members edit a message they have previously posted.
A small image or icon commonly used in text or chat messages to express emotions or ideas.
A call feature that creates an engagement binding a visitor to a Staff member who called them using a virtual number. The next time the visitor calls using the same number, maaiiconnect will directly route them to the same Staff member who called them the first time.
The relationship created between a visitor and a Staff member when Engagement mode is enabled.
Engagement Binding List
A list of visitors and the respective Staff members whom they have an engagement binding with.
A call setting to enable or disable the Engagement feature.
A unique, three- to the six-digit internal number allocated to each Staff member so they can easily contact one another.
The people outside a Staff member's organisation, such as leads, prospects, and customers.
A Facebook Page linked to a maaiiconnect Service Account. A maaiiconnect Staff member can handle messages coming from the Page's Facebook Messenger directly from their Workspace as omnichannel enquiries.
A form in the maaiiconnect Dashboard and App that lets Staff members report issues or share their experiences when using maaiiconnect.
A maaiiconnect chat feature that lets Staff members and visitors send or share images, videos, documents, or voice messages with one another.
An end-user who visits a maaiiconnect user's website and uses maaiiconnect (i.e., sends an Enquiry) for the first time.
A missed enquiry that a Staff member revisits by returning a call or responding to a message.
An enquiry that is classified as Ongoing or Followed-up.
A web portal that contains comprehensive guides, release notes, technical documents and resources, and frequently asked questions (FAQs) to help Staff members get started with maaiiconnect.
A section in the maaiiconnect Dashboard that lists a Staff member's open and missed enquiries. It also lets the Staff member display or hides their Workspace's Enquiry Panel.
A list of all ongoing and closed enquiries made by a visitor or External Contact. This can be found in the visitor's Profile details.
An interface in maaiiconnect that lets administrators get a quick snapshot of their open, handling, and missed enquiries.
A panel in the maaiiconnect Workspace that displays an agent's open enquiries.
A report that monitors visitor enquiries. Its Overview section shows the enquiries' corresponding statuses, while its Detail Report section provides details of closed enquiries.
A small piece of code that is ready to be copied from the maaiiconnect Dashboard and pasted into a website's HTML code. Once the code is installed, the maaiiconnect widget will appear at the bottom right corner of the site.
A feature in maaiiconnect that lets Staff members immediately create a conference call without having to create a Space first.
The people within a Staff member's organisation.
A telephone service that lets visitors directly contact a business by dialling a specific, local phone number. Also known as direct inward dialling (DID) number.
A chatbot in the maaiiconnect Dashboard and App that notifies Staff members about changes or updates in features or configurations made in the service account.
A Visitor-to-Staff or Staff-to-Staff incoming or outgoing call from the maaiiconnect Widget, a Weblink or QR code, or the maaiiconnect Dashboard or App.
A web interface with comprehensive call and messaging features that lets Staff members communicate with their customers and colleagues. Its administrators have access to manage Staff account roles and configure the entry points to provide customer service.
A mobile application that lets Staff members with administrator and agent roles access their maaiiconnect Service Account, use its comprehensive call and messaging features, and attend to visitor enquiries.
A section in My Account that lets Staff members view and manage all the devices and browsers their maaiiconnect Service Account are currently logged in to.
A default role in maaiiconnect that grants a Staff member access to all data in the department they belong to and its teams.
A feature that lets callers turn their microphone off so other listeners won't hear them.
A section in the maaiiconnect Dashboard or App that lets Staff members view and manage their personal information and device or app settings.
A section in the maaiiconnect Dashboard that lets administrators monitor their usage of the features available in their Service Plan.
A section in the maaiiconnect Dashboard where administrators can register and whitelist website domains where the maaiiconnect Widget can be installed and used.
A message that is displayed to get a user's attention. maaiiconnect typically sends Staff members notifications whenever a visitor or another Staff member calls them or sends them a chat message.
May refer to a Virtual Number, a Service Number or Personal Number associated with your Service Account.
Number Display Name
The display name a Staff can assign to a virtual number or service number.
Number & IP Allowlist
The list of visitor phone numbers and IP addresses that are allowed to contact a company using maaiiconnect. Enquiries that do not use these numbers or addresses will be automatically closed.
Number & IP Blocklist
The list of visitor phone numbers and IP addresses that are not allowed to contact a company using maaiiconnect. Enquiries that use these numbers or addresses will be automatically closed
Offline Support Form
A Visitor Form that maaiiconnect displays whenever Staff members could not pick up a visitor enquiry from the Widget, Weblink, or QR Code in time.
A cross-channel service strategy that lets organisations use social media channels and messaging apps as customer touchpoints. In maaiiconnect, Omnichannel is a feature that lets administrators link third-party channels, such as social media pages, into the Service Account so that Staff members can attend to enquiries from those pages directly from their maaiiconnect Dashboard or App.
An enquiry that a Staff member is currently attending to.
An enquiry that is in the queue, waiting to be picked up by a Staff member.
An authentication method that uses a string of numeric characters. Staff members can enable and create a six-digit passcode in the maaiiconnect App to prevent unauthorised access to their or their customers' data.
A type of routing rule that distributes incoming enquiries at percentage value.
The access rights of a user to computing features and/or data. In maaiiconnect, the available permissions for Staff members are: Enabled, View, Edit, Download, Delete, and Approve. Permissions are tied to Roles.
A verified personal number that Staff members can use as Caller ID when making outbound calls to their visitors, customers, and fellow Staff members.
Personal QR Code
A QR code associated with or owned by a specific Staff member. Scanning this QR code lets visitors send the Staff member a direct enquiry.
A Weblink that owned by a specific Staff member. Clicking on this Weblink lets visitors send the Staff member a direct enquiry.
A section in the maaiiconnect Dashboard that provides details and usage of a company Service Account's subscription plan, including the breakdown of features provisioned and options to upgrade if needed.
A Visitor Form that maaiiconnect displays to first-time visitors when they click on the Widget, or when they open a Weblink or scan a QR code.
A Destination endpoint in maaiiconnect that uses a telephone number associated with a phone line.
A QR Code associated with Staff Account or channel. Scanning this QR code lets visitors send the Staff member or a channel an enquiry
A text shortcut to channel and direct web links and service phone numbers. It helps to insert the web link or phone number quickly in the chatroom or campaign without a need to memorise them.
A section in the maaiiconnect Dashboard where administrators can check the call rates per minute for landline, mobile, and maaiiconnect calls, and SMS rates per message for the supported locations.
A maaiiconnect chat feature that lets Staff members recall a message they have previously posted within five minutes.
Red Dot Badge
An indicator that there are unread messages in a maaiiconnect chatroom. The badge will disappear after all messages have been read.
Red Number Badge
An indicator that there are unread chatrooms in maaiiconnect. When a Staff member goes into a chatroom and reads the unread messages in it, the badge will deduct the room from the unread room count. It will disappear after all chatrooms have been visited.
A maaiiconnect chat feature that lets Staff members reply to a specific message. Also known as quote-reply.
An indicator of where the data in maaiiconnect are in the backup and retention process.
An end-user who has previously sent enquiries using maaiiconnect or has had previous interactions with a maaiiconnect Staff member.
A designation that is given to a Staff member that has a corresponding access level to maaiiconnect data. maaiiconnect has four default roles: Administrator, Manager, Team Leader, and Agent. Staff administrators can also create custom roles.
A set of conditions that distribute incoming customer enquiries to preferred destinations. In maaiiconnect, routing rules can be based on volume percentage (Percentage Routing) or time of day (Time Routing). Routing rules are available for Directory, Virtual Numbers, and Omnichannel.
Sender ID Allowlist
A list of Staff members who can use a service number as their SMS sender ID when sending SMS texts.
A section in the Campaign Manager that provides details of campaigns sent, including the Staff sender, SMS sender ID, total recipients, dates and times sent, and whether the campaigns were successfully delivered.
The unique identification label provisioned by maaiiconnect for each subscription plan. It is also the name in the owner's maaiiconnect.com or maaiiconnect.cn domain.
A Service Account looks like the following: example.maaiiconnect.com.
A verified enterprise number that Staff members can use as Caller ID when making outbound calls to their customers.
SSH File Transfer Protocol is a network protocol that allows the access, transfer, and management of files over a secure data stream. Also known as Secure File Transfer Protocol.
The SFTP server's IP address where the archived data is back up.
SFTP Public Key
The SFTP server's authentication key so that it can automatically upload the archived data that will be backed up.
The user name that will be used to log in to the SFTP server where the archived data will be backed up.
A video and conference call feature that lets participants share the contents of their screen.
An External Contact whose details have been shared by the Contact Owner to other Staff members.
A Destination endpoint in maaiiconnect that uses Session Initiation Protocol (SIP) trunking, which is a method of receiving calls through an IP-enabled private branch exchange (PBX).
maaiiconnect's auto-dialler feature that lets users upload a list of phone numbers and automatically dial them in sequence.
A Widget feature that automatically displays a welcome message above the minimised maaiiconnect Widget, letting visitors know that they can use it to connect and interact with support Staff members through call or chat.
Short Message Service. It is the telecommunication service component maaiiconnect uses for 1:1 text messaging and broadcast campaigns.
The user or device that receives a message sent via SMS.
A report that monitors the number of SMS texts sent from the Service Account. The report also provides details on the status of the SMS texts (e.g., undelivered, submitted, rejected), and the location they were sent.
SMS Sender ID
The phone number displayed as the sender of an SMS text to the SMS recipient.
Websites, applications, and other digital platforms that let users build communities and networks where they can create and share information. In maaiiconnect, a Staff member can link social media accounts or pages to the Service Account through the Omnichannel feature.
A third-party account of Social Media and Messaging Apps linked to an Omnichannel such as Facebook Page, WeChat Official Account and WhatsApp Business API.
maaiiconnect's internal group chat feature. Staff members can create a Public Space or a Private Space, where they can regularly exchange messages and share files.
Staff IP Login Allowlist
A maaiiconnect security feature that uses a Trusted IP Address List to limit the locations Staff members can log in to the maaiiconnect service.
A list of maaiiconnect Staff members that can be endpoints for a Destination to attend to visitor and customer enquiries.
An individual appointed and authorised by the maaiiconnect Service Account administrator to access and use the maaiiconnect Dashboard and App.
Staff Number Allowlist
A maaiiconnect security feature that limits the phone numbers Staff members can use as their Caller IDs or SMS sender IDs.
A report that provides detailed information about the times of day that Staff members were active, busy, idle and offline.
The relationship created between a visitor and a Staff member when Sticky Routing is enabled.
Sticky Binding List
A list of visitors and the respective Staff members whom they have a sticky binding with.
Routing that is based on the sticky binding established between a visitor and a specific agent, such that the next enquiry from the said visitor will be directly routed to the same agent.
The provisioned media file storage space for a maaiiconnect Service Account. Images, videos, documents, voice messages, call recordings, and other files are kept in Storage, the limit of which depends on the Service Plan.
A section in the Campaign Manager that provides details of campaigns submitted for approval and scheduled for delivery.
A Destination's supported languages. When specific languages are set to a Destination, only enquiries coming from these particular languages will be routed to the Destination Endpoint.
A Destination's supported countries or territories, which be further drilled down to states and cities. When specific locations are set to a Destination, only enquiries coming from these particular locations will be routed to the Destination Endpoint.
Suspended Staff Member
A Staff member whose access to maaiiconnect was temporarily revoked by the administrator. A suspended Staff member is still counted among the Service Account's available Staff licence.
A display label listed in the maaiiconnect Widget's Directory. Tags are usually associated with business divisions or teams in a company, and they help website visitors identify which one they will have to contact.
Tag QR Code
A QR code associated with a Tag. When a visitor scans this QR code, maaiiconnect alerts, and rings all Destination endpoints such as Staff List, PSTN Phone, and SIP Trunk numbers associated with the Tag of the incoming enquiry.
A Weblink associated with a Tag.
A feature in maaiiconnect that lets Staff administrators group Staff members to different divisions or teams that may represent a company's actual organisational structure.
A default role in maaiiconnect that grants a Staff member access to all data in the team they belong to.
The process of one entity (e.g., a user or a service) handing over authentication credentials to another. In maaiiconnect, Third-Party Authentication is a feature that lets Staff administrators link their service account to Microsoft Active Directory (AD). This provides Staff members with an option to log in to maaiiconnect using their Microsoft AD account.
A type of routing rule that distributes incoming enquiries using time allocation.
A number that lets visitors and customers (calling party) dial from a calling device free of charge. It is usually used by businesses that do not have a local presence where the calling party is located. Also known as freephone number.
Trusted IP Address List
The list of IP addresses Staff members need to connect to before they can log in to the maaiiconnect service.
An authentication process wherein users go through two layers of verification before being granted access to an account or a system. In maaiiconnect, if this feature is enabled, a Staff member must enter their password and a six-digit code generated by an authentication app before they can log in to the service.
A feature that lets callers turn their microphone on so other listeners can hear them.
A feature in the maaiiconnect App that lets Staff members open enquiries or switch between chatrooms with unread messages without going back to the Utility tab.
A maaiiconnect feature that lets Staff members engage in video calls with visitors or fellow Staff members.
A telephone number without a directly associated telephone line. maaiiconnect can provision toll-free or local virtual numbers for businesses so that their customers can contact them at lower costs.
An end-user that visits a maaiiconnect user's website and makes an enquiry.
Forms that gather preliminary information from visitors even before they interact with the Staff members. maaiiconnect has two types of Visitor Forms: the Pre-Chat Form and the Offline Support Form.
A list of all activities and pages a visitor or External Contact made and visited in a website linked to the maaiiconnect Service Account. This can be found in the visitor's Profile details.
Visitor Number and IP Blocklist/Allowlist
A maaiiconnect security feature that limits the visitors contacting a company by checking and filtering the phone numbers or IP addresses they use.
A report that monitors the total number of new and active visitors, as well as their geographic locations.
A maaiiconnect feature that lets Staff members engage in audio calls with visitors or colleagues.
An audio clip or recording that Staff members and visitors can make and send inside a maaiiconnect chatroom.
A feature in maaiiconnect that lets visitors leave a voice message in cases when Staff members are unavailable to attend to their call enquiry.
A web link associated with the Staff Account or channel. Clicking on this weblink lets visitors send the Staff member or a channel an enquiry
A WeChat Official Account linked to a maaiiconnect Service Account. A maaiiconnect Staff member can handle messages coming from WeChat directly from their Workspace as omnichannel enquiries.
A WhatsApp Business API linked to a maaiiconnect Service Account. A maaiiconnect Staff member can handle messages coming from WhatsApp directly from their Workspace as omnichannel enquiries.
Widget (Web Widget)
A widget that is embedded in a web page. The maaiiconnect web Widget is located at the bottom-right corner of a page.
The overall look and feel of the maaiiconnect Widget when installed on a website. maaiiconnect lets administrators change and customise the widget appearance to match their company's branding and corporate identity standards.
The display language of the maaiiconnect Widget. maaiiconnect administrators can customise the Widget to display a different language when it detects that the user is using a browser with a different language setting.
The core interface in the maaiiconnect Dashboard and App, where a Staff member can perform their customer service and engagement tasks and internal communication.
Updated about a month ago