Managing Omnichannel

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 and improve their customers' experience with the brand.

Creating Facebook Channel

Add your Facebook Pages as channels to your maaiiconnect service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their maaiiconnect Workspace.

Please refer to the Connecting Facebook Pages to maaiiconnect section of this Guide.

Creating WeChat Channel

Add your WeChat Official Accounts as channels to your maaiiconnect service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their maaiiconnect Workspace.

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

Creating Whatsapp Channel

Add your WhatsApp Business API as channels to your maaiiconnect service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their maaiiconnect Workspace.

For detailed instructions on setting up your Facebook Page channels, please refer to the Connecting WhatsApp 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 on the Edit button on each page's panel.

You may edit the following details:

Basic Information

Channel Name
Source

Routing Settings

Routing Rules
Destination
Sticky Routing

Messages

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.