Omnichannel is a cross-channel service strategy that lets organisations use social media channels and messaging apps as customer touchpoints. This helps companies establish better relationships with their customers and visitors, as well as improve their customers' experience with the brand.

Creating a Channel

Add your Facebook Pages as channels to your maaiiconnect Service Account and let your Staff members manage your customers' and visitors' inquiries from these pages directly on their maaiiconnect Workspace.

For detailed instructions on setting up your Facebook channel, please refer to the Connecting Facebook Pages to maaiiconnect section of this Guide.

Viewing and Editing a Channel

To view a channel's details:

• From the navigation menu, go to Channels > Omnichannel.
• On the table that will appear, click on the name of the channel you wish to view. This will open the Channel Details page.

To edit a channel:

• On the Channel Details page, click the Edit button at the bottom of the page.
• You may edit the following details:
  • Channel Name
  • Source
  • Destination
  • Routing Rules
  • Sticky Routing
  • Display Name Format
  • Welcome Message
  • Away Message
• Click Save. A confirmation message that the channel details have been updated will appear.

Activating or Suspending a Channel

To activate or suspend a channel:

• From the navigation menu, go to Channels > Omnichannel.
• On the table that will appear, find the name of the channel you wish to activate or suspend.
• Under the Status column, on the dropdown box, select Active or Suspend. A pop-up window will appear asking you to confirm the action.

• Click OK.

Deleting a Channel

To delete a channel:

• From the navigation menu, go to Channels > Omnichannel.
• On the table that will appear, find the name of the channel you wish to delete.
• Click the trash icon that will appear on the right-hand side, beside the channel's Status. A pop-up window will appear asking you to confirm the deletion.

• Click Delete. The deleted channel will be removed from the Omnichannel list

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Note:

Integrations for WeChat, WhatsApp, and other social media channels and messaging apps are coming soon.