Serving Chat Enquiries

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 enquiries 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.

 

Enquiries 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 enquiries, the maaiiconnect Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel (2).

Widget Visitor Open Chat Enquiry

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

Widget Visitor and Agent Chat Conversation

 

Enquiries from Web Links/QR Codes

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Learn more how to Increase your Engagement Rates with maaiiconnect Web links and 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 enquiries, the maaiiconnect Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

Weblink/QR Code Visitor Open Enquiry

To answer the enquiry, click on its icon in the Open Enquiry 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

 

Enquiries 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 enquiries, the maaiiconnect Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from Facebook comes with a Facebook icon, and a profile photo of the user indicates that your customer is using the Facebook account.

Facebook Page Visitor Open Enquiry

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

Facebook Page Visitor and Agent Chat Conversation

 

WeChat Official Account

The conversation between you and your WeChat visitor begins when they follow your WeChat Official Account and then send their first message in the chat window. maaiiconnect then replies with an automated welcome message.

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

An enquiry from WeChat comes with a WeChat icon, and a profile photo of the user indicates that your customer is using the WeChat account.

WeChat Enquiry

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

WeChat Visitor and Agent Chat Conversation

 

WhatsApp Business API

The conversation between you and your WhatsApp visitor begins when they send their first message in the chat window. maaiiconnect then replies with an automated welcome message.

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

An enquiry from WhatsApp comes with a WhatsApp icon, and a profile photo of the user indicates that your customer is using the WhatsApp account.

WhatsApp Enquiry

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

WhatsApp Visitor and Agent Chat Conversation

 

Sharing Files and Transferring Enquiries

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 enquiry to another Staff member or a support staff via a Tag. Refer to the Transferring Enquiries section of this Guide for more details.

Updated 21 days ago


Serving Chat Enquiries


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