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.


maaiiconnect Omnichannels
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 > Omnichannels.
- 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 > Omnichannels.
- 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.


Activating/Suspending an Omnichannel
- Click OK.


Activate/Suspend confirmation
Deleting a Channel
To delete a channel:
- From the navigation menu, go to Channels > Omnichannels.
- 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.


Deleting an Omnichannel
- Click Delete, and it will remove the deleted channel from the Omnichannel list.


Delete confirmation
Updated 22 days ago
Next Page
Connecting Facebook Pages to maaiiconnect |
Connecting WeChat to maaiiconnect |
Connecting WhatsApp to maaiiconnect |