Serving Call Inquiries

Your website visitors and customers can call you using the maaiiconnect Widget's Tag Directory, Staff Directory, or click-to-action button. They can also reach you through the weblinks and QR codes you share or post in marketing campaigns and advertisements, or by dialling toll-free or local virtual numbers.

You can answer and attend to these calls as inquiries on your maaiiconnect Service Account. maaiiconnect lets you switch between calls and chat, depending on the support and response needed from your business support operations. You can also switch between rooms and reply to messages from your Space group chats.

Browser Permissions for Microphone and Camera

When making or answering voice and video calls using maaiiconnect, your browser needs to have access to your device's microphone and camera.

Make sure your browser's camera and microphone permissions for the maaiiconnect Dashboard site or client-side pages (i.e., the pages with the maaiiconnect web widget or web view) are set to Allow. For more information, refer to the Microphone and Camera Permissions for Web Browsers section of this Guide.

 

Inquiries from the Website

The conversation between you and your website visitor begins when they click on the maaiiconnect Widget and selects the call icon in the Tag or Staff Directory, or when they click on a click-to-action (CTA) button (1).

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Staff inquiries, the maaiiconnect Dashboard or App will alert you of the call. The call will also appear on your Open Inquiry panel (3).

To answer the inquiry, click on its icon in the Open Inquiry panel. This opens the call screen where you can then pick up and answer the call.

Website Visitor Open Inquiry

  • As soon as you answer the inquiry, maaiiconnect creates an inquiry room and connects your call.

 

Inquiries from Web links/QR Codes

The conversation between you and your visitor using a maaiiconnect weblink or QR code begins when they click on the weblink or scan the QR Code, then click on the Engage Now button on the web page that appears.

Weblink/QR code visitor web view

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Direct inquiries, the maaiiconnect Dashboard or App will alert you of the call. The call will also appear on your Open Inquiry panel.

To answer the inquiry, click on its icon in the Open Inquiry panel. This opens the call screen where you can then pick up and answer the call.

Weblink/QR Code Visitor Inquiry

As soon as you answer the inquiry, maaiiconnect creates an inquiry room and connects your call.

Call Screen

 

Inquiries from Virtual Numbers

The conversation between you and your visitor using your virtual number (toll-free or local number) begins when they dial your number using a PSTN phone.

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the virtual number inquiries, the maaiiconnect Dashboard or App will alert you of the call. The call will also appear on your Open Inquiry panel.

To answer the inquiry, click on its icon in the Open Inquiry panel. This opens the call screen where you can then pick up and answer the call.

Virtual Number Visitor Inquiry

As soon as you answer the inquiry, maaiiconnect creates an inquiry room and connects your call.

Virtual number visitor and agent call conversation

For more information about toll-free and local virtual numbers, refer to the Managing Toll-Free and Local Numbers section of this Guide.

 

Staff Call Screen

The following buttons will appear on your call screen during a call:

  • Mute (1) - mutes your microphone. When enabled, visitors will not be able to hear you, but you will still be able to listen to them
  • Hold (2) - puts the visitor on hold.
  • Keypad (3) - lets you access your keypad.
  • Video Call (4) - switches the call into a video call. Note that this feature requires camera permission to work.
  • Record (5) - starts call recording. Note that if call recording is automatically set, this button is enabled at the beginning of the call.
  • End Call (6) - ends the call.
  • Minimise (7) - minimises the call screen.

Staff Call Screen Functions

You can switch the call into a video call. For more details, refer to the Video Call and Screen Share section of this Guide.

Staff Video Call Screen

 

Visitor Call Screen

Be aware that your visitors also have access to the following buttons in their call screens when engaged in a call with you:

  • Keypad - lets your visitors access their keypad to select numbers and navigate through automated systems such as phone menus and other functions related to dual-tone multi-frequency signalling (DTMF). To know more about this topic, refer to the DTMF Wikipedia page.
  • Mute - mutes your visitors' microphone (4). When enabled, you will not be able to hear your visitor, but they will still be able to listen to you.
  • End Call - ends the call.

Also, if you switch the call into a video call, the video call feature will also be enabled on your visitor's end. Note that it also requires your visitor's camera permission to work.

Visitor Call Screen Functions

 

Call Log

Every time you or anyone else makes or answers a call on maaiiconnect, it logs a call history into the room.
This Call Log contains the following details :

  • Caller Information
  • Called Party Information
  • Call Details
    • Start Time
    • Direction
    • Status & Duration
  • Call ID

To make or return a call, click on Call button. The call screen will then appear, indicating that the call has started.

Call Log View

 

Other Features

You can enhance your conversations with your visitors by maximising the use of other maaiiconnect features:

  • When necessary, transfer an inquiry to another Staff member or a support staff via a Tag. Refer to the Transferring Inquiries section of this Guide for more details.

Updated 4 days ago


Serving Call Inquiries


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