Staff Management

The Staff Management interface in maaiiconnect lets you create and manage role-based accounts for Staff members.

Creating New Staff Accounts

To manually create a new Staff account:

  • From the navigation menu, go to Contact Management > Staff Management then click on the Create Account at the top of the screen.

Staff Management

  • On the Create Account page that will appear, fill out the necessary details.
    • All fields marked with * are mandatory.
    • Other fields may be skipped.

Personal Information

  • Enter the following details for the Staff member you are creating the account: first name, last name, unique email address, and phone number.

Staff Information

  • Select the Staff member's role, data access level, and department/team.
    • Data Access Level will be automatically filled out once a role has been selected. For more information, refer to the Managing Roles and Permissions section of this Guide.
    • If no Department was selected, the system will automatically assign the Staff member to the top-level department, which is usually the company name.
  • Type in the Staff member's job title.
  • Select the Staff member's time zone.
  • Type in the Staff member's unique extension number.
    • If no extension number was given, the system will automatically assign the Staff member one.

Default Display

  • Upload the Staff member's profile picture.
  • Type in the name of the Staff member as you want it to appear to visitors.

Other Details

  • If you want add different display names for the Staff member in preferred languages, click on +Add Display Name.
  • For Routing Settings, the toggle button ON if you want the Staff member to appear in the Widget's Staff Directory.
  • After entering all the required information, click on Next.

  • On the next page, on the left pane, select the Destination(s) you want the Staff member to be associated with then click on Add >.

  • Click on Create. The newly created Staff account will then be listed in the Staff Management page.

Importing Staff Accounts

To import new Staff accounts in bulk:

  • From the navigation menu, go to Contact Management > Staff Management then click on Import located at the top of the screen.
  • On the Import pop-up window that will appear, download and open the CSV template file.
  • On the CSV template file, remove the first record sample
  • Add Staff accounts according to the following guidelines:
    • Fill out the following mandatory fields: first name, last name, email address, role, and default display name.
    • When entering phone numbers: start with a (+), followed by the country code, area code, and the actual phone number (e.g., +85212345678).
    • In the role value, select from available the default roles in maaiiconnect or from the custom roles created in your service account. Refer to the Managing Roles and Permissions section of this Guide for more information.
    • The timezone value can be left blank.
    • The extension number must be unique and should have three to six digits (e.g., 1111). When left blank, maaiiconnect will automatically generate the extension number value.
    • Routing settings are disabled by default; to enable, enter True.
  • Save the updated CSV file
  • Back on the Import pop-up window, drag and drop the saved CSV file in the pop-up window. You may also click Browse from the pop-up window then locate and select the CSV file from your folder.
  • A pop-up message showing numbers of both successful and failed records will appear.

Handling Failed Records :

For example:

3 record(s) out of 5 record(s) successfully uploaded and added to your Staff Account list.
2 record(s) failed with the following error details. Please download the error records, fix them, and upload again.

  • On the pop-up window, click Download to download the file ErrorDetail.csv.
  • Click on Cancel to close the pop-up window.
  • Open ErrorDetail.csv and check the error details in column AA. Each record will show an error log.
  • Correct the details for each record directly on the ErrorDetail.csv file then save the changes.
  • Back on the Import pop-up window, upload the updated ErrorDetail.csv file by dragging and dropping it in the pop-up window. You can also click on Browse from the pop-up window then locate and select the CSV file from your folder.
  • A pop-up message showing numbers of both successful and failed records will appear

Staff Account Activation

For detailed instructions about the activation of staff account, see the Activating Staff Account section of this Guide.

Viewing and Editing Staff Accounts

To view and edit staff account:

  • From the navigation menu, go to Contact Management > Staff Management then scroll down through or search the Staff account you wish to view or edit.
  • Click on the vertical ellipsis icon ( ) on the right-hand side of the Staff account then click on Staff Account Details.
  • On the Staff Account Details page, click on the Edit button at the bottom of the page.
  • Make the necessary changes in the Basic Information and Destination tabs, then click on Save.

Staff QR Code and Weblink

Whenever a new Staff account is created, maaiiconnect automatically generates a unique QR code and Weblink for it. Staff members can use these as alternative methods for customers to connect with them and the business.

Staff members can download the QR Code in PNG and SVG formats or copy the Weblink URL. They can then share these to their customers through various channels.

Deactivating Staff Two-Factor Authentication

If a Staff account has two-factor authentication (2FA) enabled, you may remotely deactivate it should a need arises (e.g., if the Staff member forgot their 2FA codes).

For more information about 2FA, refer to the Staff Two-Factor Authentication section of this Guide.

To deactivate a Staff account's 2FA:

  • From the navigation menu, go to Contact Management > Staff Management then scroll down through or search the Staff account you wish to deactivate the 2FA.
  • Click on the vertical ellipsis icon ( ) on the right-hand side of the Staff account then click on Staff Account Details.
  • On the Staff Account Details page, scroll down to Staff Two-Factor Authentication and check if its status is Active
  • Click on Deactivate. A pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

Suspending Staff Accounts

To suspend a Staff account:

  • From the navigation menu, go to Contact Management > Staff Management then scroll down through or search the Staff account you wish to suspend.
  • Toggle the Status button to suspend the account. A pop-up message will appear, asking you to confirm the action.
    • If you want to transfer the Staff member's ongoing inquiries to another Staff, click on the drop-down box and select the name of the new Staff member you wish to handle the transferred inquiries.
  • Click on Suspend.

Logging Out Staff Accounts

To log out a Staff account:

  • From the navigation menu, go to Contact Management > Staff Management then scroll down through or search the Staff account you wish to log out.

  • Click on the vertical ellipsis icon ( ) on the right-hand side of the Staff account then click on Logout Account. A pop-up message will appear, asking you to confirm the action.

  • Click on Logout.

Deleting Staff Accounts

To delete a Staff account:

  • From the navigation menu, go to Contact Management > Staff Management then scroll down through or search the Staff account you wish to delete.
  • Click on the vertical ellipsis icon ( ) on the Staff account's right-hand side, then click on Delete Account. A pop-up message will appear, asking you to confirm the action.
  • If you want to transfer the Staff member's ongoing inquiries to another Staff, click on the drop-down box and select the name of the new Staff member you wish to handle the transferred inquiries.
  • Click on Delete.

Updated about a month ago


Staff Management


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