Staff Management

The staff management interface allows for the creation of Staff member role-based accounts. These include:

  • Administrator
  • Agents

Creating New Staff Account

To create a new account manually:

  • Go to: Contact Management > Staff Management > Create New Account (located on top of the screen)

Staff Management

  • All fields marked; * are mandatory.
  • Other fields may be skipped.
  • Enter the information of the staff member you are creating an account for; include details such as first name, last name, unique email address and phone number.
  • Select staff member's role (Admin/Agent ), job title, timezone and click enter for the unique extension number
  • If no extension number has been given, the system will auto-assign one to the particular staff member
  • Upload a profile picture of the staff member
  • Enter the name of the staff member as you want it to appear to visitors
  • The display name can be entered in a preferred language
  • Switch the toggle button on, if you want the particular staff member to appear in the widget's staff directory
  • After entering all the required information, click Next and proceed
  • On the left side, select the destination/s you want the staff member to be associated with
  • Click Add, to add the staff member in the selected destination
  • Click Create to confirm the creation of a staff account.
  • Once the new staff account is created, it will appear in the staff management list/page

Importing Staff Accounts

To create new staff accounts in bulk:

  • Go to Contact Management > Staff Management > Import Accounts (located on top of the screen)
  • On the "Import Contact" page, 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:
    • First name, last name, email address, role and default display name (these fields are mandatory)
    • 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 between; admin and agent
  • 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, the extension number value will be automatically generated by the maaiiconnect system
  • Routing settings are disabled by default; to enable, enter "True"
  • Save the updated CSV file
  • Upload the saved CSV file
  • Back on the "Import Contact" page, drag and drop the saved CSV file in the pop-up window
  • You can also click "Browse" from the pop-up window, then locate and select the CSV file from your folder
  • A 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 ErrorDetail.csv)
  • To close the pop-up window, click "cancel"
  • Open the 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 and save
  • Back on the "Import Contact" page, upload the updated ErrorDetail.csv file by dragging and dropping it in the pop-up window
  • You can also click "Browse" from the pop-up window, then locate and select the CSV file from your folder
  • A 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, go to "Staff Management" on the navigation pane, and follow the following steps:

  • Locate the staff account, on the right-hand side, click the icon (vertical ellipsis) and then click Staff Account Details.
  • At the bottom right-hand corner, click the Edit button.
  • Make the required changes under Basic Information and Destination and click Save.

Staff QR Code and Web link

  • When a staff account has been created, a QR code and web link will be auto-generated for direct chats and calls.
  • Download the QR Code in PNG and SVG formats; copy the web link URL and share to your customers
  • The QR code and web link are alternative methods for customers to connect with the business directly
  • Attach the QR code and web link URL on the channels where customers can reach you

Suspending Staff Account

To suspend a staff account, go to "Staff Management" from the navigation pane and follow the following steps:

  • Locate the staff account then toggle the status to suspend the account
  • A confirmation dialogue box will appear.
  • If you want to transfer inquiries from one staff member to another, click the drop-down and select the staff member you want to handle the transferred inquiries
  • Click Suspend.

Logging-out Staff Account

To logout a staff account, go to: Contact Management > Staff Management on the navigation pane, and follow the following steps:

  • Locate the staff account, on the right-hand side, click the icon (vertical ellipsis) and then click Logout Account
  • A message will appear asking you confirm if you want to logout the staff member
  • Click Logout
  • A message that the staff member has been successfully logged out will appear

Deleting Staff Account

To delete a staff account, go to: "Staff Management" on the navigation pane and follow the following steps:

  • Locate the staff account, on the right-hand side, click the icon (vertical ellipsis) and then click Delete Account
  • A confirmation dialogue box appears.
  • If you want to transfer inquiries from one staff member to another, click the drop-down and select the staff member you want to handle the transferred inquiries
  • Click Delete.

Updated 2 months ago



Staff Management


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