What is a Destination? What are the different Routing Rules? How is a Broadcast Inquiry different from a Direct Inquiry? 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.

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Terms

Description

@all

A maaiiconnect chatroom feature that lets Staff members get the attention of all the members of a maaiiconnect Space about a specific message.

@mention

A maaiiconnect chatroom 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.

123

1:1 Call

A direct call between a Staff member and a visitor or colleague.

1:1 Chat

A direct chat conversation between a Staff member and a visitor or colleague.

2FA

See: Two-Factor Authentication

A

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.

Administrator

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.

Agent

A Staff member who is responsible for attending to inquiries from customers and visitors through the maaiiconnect Widget, Weblink and QR code, Virtual Numbers, and Omnichannel.

Allowlist

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.

Archive key

In Data Retention, a set of the key or password used to open the created backup file.

Audit Log

A chronological record of all the activities and changes made by Staff members to certain features or “elements” inside the maaiiconnect service.

Authentication app

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.

Availability status

An indicator of an agent's readiness to handle incoming inquiries. An agent's availability status may be set to Active, Busy, Idle, or Offline.

B

Backup Codes

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.

Backup Log

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.

Blocklist

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 inquiry

A call inquiry 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 Inquiry Panel and Inquiry Center.

Broadcast chat inquiry

A chat inquiry 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 Inquiry Center.

C

Call Forwarding

A feature in maaiiconnect that lets Staff members redirect incoming calls to another Destination endpoint they have specified.

Call Recording

A feature in maaiiconnect that lets Staff members record calls.

Call Report

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.

Caller ID

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).

Campaign Manager

maaiiconnect's broadcast messaging feature that lets Staff members send text messages and communication campaigns in bulk to target audiences' mobile numbers.

Channel

The different entry points for visitors and customers to reach a Staff member and raise their inquiries. A Channel may refer to the Tag or Staff Directory, a Weblink or QR code, a Virtual Number, or an Omnichannel.

Channel Manager

The section in the maaiiconnect Dashboard that lets administrators create, view, edit, activate, suspend, or delete channels.

Chat Report

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.

Chatroom

The panel in the maaiiconnect Workspace where Staff members can send and receive instant messages, share files such as images, videos, documents, voice notes, or SMS texts to their visitors or colleagues.

Closed inquiry

An inquiry resolved by the visitor or the agent by closing the inquiry 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.

Conditional trigger

A metadata tag that lets administrators configure where a Tag should be triggered and displayed on their website.

Conference call

A feature in maaiiconnect that helps facilitate collaborative discussions between Staff members and their visitors or customers.

Conference Report

A report that monitors all conference calls made in the maaiiconnect Service Account.

Contact Owner

The Staff member that created and saved an External Contact into the Contacts List.

Contact sharing

The process of sharing an External Contact's details with other Staff members.

Contact Type

An External Contact categorization that lets maaiiconnect Staff classify External Contacts into any one of the following: Lead, Prospect, Customer, or Others.

Contacts

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.

Copy Message

A maaiiconnect chatroom feature that lets Staff members copy a posted message.

Custom Role

A unique maaiiconnect user role created by a Staff administrator. Custom roles can have permissions that differ from the default user roles.

D

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.

Data encryption

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.

Data retention

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 license.

Destination

An individual or group that answers inquiries from the maaiiconnect Widget, Weblink or QR code, Virtual Numbers, or Omnichannel according to the Destination rules, type, and endpoint.

Destination endpoint

The specific phone number, phone system, or agent where an inquiry can be routed to. Depending on its type, a Destination can have up to 10 endpoints where an incoming inquiry may be broadcasted.

Destination rules

A set of conditions that determine the type and endpoint of a Destination.

Destination type

The method with which a Staff member can pick up an inquiry. 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 inquiry

A call inquiry directed to a specific Staff member. It appears with a solid green icon in the Inquiry Center.

Direct chat inquiry

A chat inquiry directed to a specific Staff member. It appears with a solid blue icon in the Inquiry Center.

Directory

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.

Draft Campaign

A section in the Campaign Manager that lists drafted, canceled, or rejected message campaigns.

E

Emoji

A small image or icon commonly used in text or chat messages to express emotions or ideas.

Engagement

A list of all outbound calls and SMS texts made and sent by a Staff member to a visitor or External Contact. Engagement history data is available in the visitor's Profile details.

Extension number

A unique, three- to the six-digit internal number allocated to each Staff member so they can easily contact one another.

External Contacts

The people outside a Staff member's organization, such as leads, prospects, and customers.

F

Facebook Channel

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 inquiries.

Feedback Form

A form in the maaiiconnect Dashboard and App that lets Staff members report issues or share their experiences when using maaiiconnect.

File Sharing

A maaiiconnect chatroom feature that lets Staff members and visitors send or share images, videos, documents, or voice notes with one another.

First-time visitor

An end-user who visits a maaiiconnect user's website and uses maaiiconnect (i.e., sends an inquiry) for the first time.

Followed-up inquiry

A missed inquiry that a Staff member revisits by returning a call or responding to a message.

H

Handling inquiry

An inquiry that is classified as Ongoing or Followed-up.

Help Center

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.

I

Inquiry Center

A section in the maaiiconnect Dashboard that lists a Staff member's open and missed inquiries. It also lets the Staff member display or hide their Workspace's Inquiry Panel.

Inquiry History

A list of all ongoing and closed inquiries made by a visitor or External Contact. This can be found in the visitor's Profile details.

Inquiry Overview

An interface in maaiiconnect that lets administrators get a quick snapshot of their open, handling, and missed inquiries.

Inquiry Panel

A panel in the maaiiconnect Workspace that displays an agent's open inquiries.

Inquiry Report

A report that monitors visitor inquiries. Its Overview section shows the inquiries' corresponding statuses, while its Detail Report section provides details of closed inquiries.

Installation code

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.

Instant meeting

A feature in maaiiconnect that lets Staff members immediately create a conference call without having to create a Space first.

Internal Contacts

The people within a Staff member's organization.

L

Local number

A telephone service that lets visitors directly contact a business by dialing a specific, local phone number. Also known as direct inward dialing (DID) number.

M

maaiiconnect call

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.

maaiiconnect Dashboard

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.

maaiiconnect App

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 inquiries.

Manage Device

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.

Manager

A default role in maaiiconnect that grants a Staff member access to all data in the department they belong to and its teams.

Mute

A feature that lets callers turn their microphone off so other listeners won't hear them.

My Account

A section in the maaiiconnect Dashboard or App that lets Staff members view and manage their personal information and device or app settings.

My Plan

A section in the maaiiconnect Dashboard that lets administrators monitor their usage of the features available in their Service Plan.

My Sites

A section in the maaiiconnect Dashboard where administrators can register and whitelist website domains where the maaiiconnect Widget can be installed and used.

N

Notification

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.

Number & IP Allowlist

The list of visitor phone numbers and IP addresses that are allowed to contact a company using maaiiconnect. Inquiries 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. Inquiries that use these numbers or addresses will be automatically closed

O

Offline Support Form

A Visitor Form that maaiiconnect displays whenever Staff members were unable to pick up a visitor inquiry from the Widget, Weblink, or QR Code in time.

Omnichannel

A cross-channel service strategy that lets organizations 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 inquiries from those pages directly from their maaiiconnect Dashboard or App.

Ongoing inquiry

An inquiry that a Staff member is currently attending to.

Open inquiry

An inquiry that is in the queue, waiting to be picked up by a Staff member.

P

Percentage routing

A type of routing rule that distributes incoming inquiries at percentage value.

Permissions

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.

Personal number

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 inquiry.

Personal Weblink

A Weblink owned by a specific Staff member. Clicking on this Weblink lets visitors send the Staff member a direct inquiry.

Pre-chat Form

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.

PSTN number

A Destination endpoint in maaiiconnect that uses a telephone number associated with a phone line.

R

Rate Table

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.

Recall Message

A maaiiconnect chatroom 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.

Retention status

An indicator of where the data in maaiiconnect are in the backup and retention process.

Return visitor

An end-user who has previously sent inquiries using maaiiconnect or has had previous interactions with a maaiiconnect Staff member.

Role

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.

Routing rules

A set of conditions that distribute incoming customer inquiries 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 Tags, Virtual Numbers, and Omnichannel.

S

Sent Campaign

A section in the Campaign Manager that provides details of campaigns sent, including the Staff sender, sender address, total recipients, dates and times sent, and whether the campaigns were successfully delivered.

Service Account

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.

Service number

A verified enterprise number that Staff members can use as Caller ID when making outbound calls to their customers.

SFTP

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.

SFTP Address

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.

SFTP User

The user name that will be used to log in to the SFTP server where the archived data will be backed up.

Share Screen

A video and conference call feature that lets participants share the contents of their screen.

Shared Contact

An External Contact whose details have been shared by the Contact Owner to other Staff members.

SIP trunk

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).

Smart Greeting

A Widget feature that automatically displays a welcome message above the minimized maaiiconnect Widget, letting visitors know that they can use it to connect and interact with support Staff members through call or chat.

SMS

Short Message Service. It is the telecommunication service component maaiiconnect uses for 1:1 text messaging and broadcast campaigns.

SMS Report

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.

Social media

Websites, applications, and other digital platforms that let users build communities and networks where they can create and share information. In maaiiconnect, administrators can link social media accounts or pages to the Service Account through the Omnichannel feature.

Space

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.

Staff List

A list of maaiiconnect Staff members that can be endpoints for a Destination to attend to visitor and customer inquiries.

Staff member

An individual appointed and authorized 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 addresses.

Staff Report

A report that provides detailed information about the times of day that Staff members were available to handle visitor inquiries.

Sticky Routing

A type of routing that based on the relationship established between a visitor and a specific Staff member, such that the next inquiry from the same visitor will be directly routed to the same Staff member.

Storage

The provisioned media file storage space for a maaiiconnect Service Account. Images, videos, documents, voice notes, call recordings, and other files are kept in Storage, the limit of which depends on the Service Plan.

Submitted Campaign

A section in the Campaign Manager that provides details of campaigns submitted for approval and scheduled for delivery.

Support Language

A Destination's supported languages. When specific languages are set to a Destination, only inquiries coming from these particular languages will be routed to the Destination endpoint.

Support Location

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 inquiries 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 license.

T

Tag

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 inquiry.

Tag Weblink

A Weblink associated with a Tag.
When a visitor clicks on this Weblink, maaiiconnect alerts and rings all Destination endpoints such as Staff List, PSTN Phone, and SIP Trunk number associated with the Tag of the incoming inquiry.

Team

A feature in maaiiconnect that lets Staff administrators group Staff members to different divisions or teams that may represent a company's actual organizational structure.

Team Leader

A default role in maaiiconnect that grants a Staff member access to all data in the team they belong to.

Time Routing

A type of routing rule that distributes incoming inquiries using time allocation.

Toll-free Number

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.

Two-factor authentication

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.

U

Unmute

A feature that lets callers turn their microphone on so other listeners can hear them.

Unread Panel

A feature in the maaiiconnect App that lets Staff members open inquiries or switch between chatrooms with unread messages without having to go back to the Utility tab.

V

Video call

A maaiiconnect feature that lets Staff members engage in video calls with visitors or fellow Staff members.

Virtual Number

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.

Visitor

An end-user that visits a maaiiconnect user's website and makes an inquiry.

Visitor Forms

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.

Visitor Journey

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.

Visitor Report

A report that monitors the total number of new and active visitors, as well as their geographic locations.

Voice call

A maaiiconnect feature that lets Staff members engage in audio calls with visitors or colleagues.

Voice note

An audio clip or recording that Staff members and visitors can make and send inside a maaiiconnect chatroom.

Voicemail

A feature in maaiiconnect that lets visitors leave a voice message in cases when Staff members are unavailable to attend to their call inquiry.

W

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.

Widget Appearance

The overall look and feel of the maaiiconnect Widget when installed on a website. maaiiconnect lets administrators change and customize the widget appearance to match their company's branding and corporate identity standards.

Widget Langauge

The display language of the maaiiconnect Widget. maaiiconnect administrators can customize the Widget to display a different language when it detects that the user is using a browser with a different language setting.

Workspace

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 25 days ago


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