Serving Chat Inquiries

maaiiconnect chat works the same way as any instant messaging application. Using an internet connection, you can send and receive instant messages to and from your visitors.

Your website visitors and customers can chat with you using the maaiiconnect Widget's Tag Directory, Staff Directory, or click-to-action (CTA) button. They can also reach you through the weblinks and QR codes you share or post in marketing campaigns and advertisements, or by sending a message on your Facebook Pages.

You can answer and attend to these messages 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.

 

Inquiries from the Website

The conversation between you and your website visitor begins when they click on the maaiiconnect Widget and selects the chat 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 message. It will also appear on your Open Inquiry panel (2).

Widget Visitor Open Chat Inquiry

To answer the inquiry, click on its icon in the Open Inquiry panel. maaiiconnect then creates a chatroom where you and your visitor can send and receive messages simultaneously.

Widget Visitor and Agent Chat Conversation

 

Inquiries from Web Links/QR Codes

The conversation between you and your visitor using a maaiiconnect weblink or QR code begins when they click 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 message. It will also appear on your Open Inquiry panel.

Weblink/QR Code Visitor Open Inquiry

To answer the inquiry, click on its icon in the Open Inquiry panel. maaiiconnect then creates a chatroom where you and your visitor can send and receive messages simultaneously.

Weblink/QR Code Visitor and Agent Chat Conversation

 

Inquiries from Omnichannel

Facebook Pages

The conversation between you and your Facebook Page visitor begins when they click on the Send Message button on the page and then send their first message in the chat window. maaiiconnect then replies with an automated welcome message.

Visitor Starts the Conversation

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

Facebook Page Visitor Open Inquiry

To answer the inquiry, click on its icon in the Open Inquiry panel. maaiiconnect then creates a chatroom where you and your visitor can send and receive messages simultaneously.

Facebook Page Visitor and Agent Chat Conversation

 

Message Status

During chat conversations, the following indicators let you know the status of the messages you sent:

Message Status

📘

Message statuses are only available in the Widget and Weblink/QR code chatrooms.
You and your visitor can only type and send up to 10,000 characters per message.

 

Other Features

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

  • Share images, videos, documents. For more information on what files can you share in a chatroom, refer to the Sharing Files section of this Guide.

  • 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 8 days ago


Serving Chat Inquiries


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