Release Notes

v3.8.0

Release Date: 20 October 2022


:tada: What's new

Canned Responses

You can now add and store your responses through the CINNOX Canned Responses and use them effortlessly in your chat replies.

  • A new section, Canned Responses, under the Tools page of your Web Dashboard, is now available.
  • Add your predefined answers or messages for frequently asked questions of your visitors, customers and colleagues.
  • Manage your canned responses and keep them up to date anytime.

Types of Canned Responses

  • Public Canned Response: Admin and non-admin staff, with permission, can add, view, update and delete responses and share, among others.

  • Personal Canned Response: All staff can add, view, update and delete their responses. It's for individual staff use only.

 

CINNOX Open API for Labels

The Open API provides endpoints to manage your Labels from your CINNOX service account, such as:

  • Get the label List
  • Delete a label
  • Label an enquiry
  • Unlabel an enquiry

 

:wrench: Now made even better

Hide/Unhide Chat Rooms

  • While deleting inactive chat rooms is not a standard practice and not recommended to save conversation history, you can now hide inactive ones to have a neat and organised Workspace Recent List.
  • The chat room and its conversation will be hidden but searchable; unhide them whenever necessary.
  • A hidden chat room will be unhidden when you receive a new message

 

Channel Message Settings Improvement

Close Enquiry Message

  • Enable or disable the close enquiry message settings of your Directory, Social, Email and Third Party Channels.
  • Add your custom message that will send to the visitors when you or the system has closed the enquiry.

Advanced Message Type for Directory

  • A new " Text button" has been added for the Quick Reply message type.
  • You can define a payload value for each text button name to trigger different chatbot flows depending on which button the visitor selected.

 

* Pricing Plans

For feature availability, please check our Pricing Plans.

 

* Resources

For installation, configuration, usage instructions, terms and frequently asked questions, please refer to our comprehensive documents as follows:

 


v3.7.0

Release Date: 6 September 2022


:tada: What's new

CINNOX Welcomes Zapier!

Link your Zapier account with CINNOX for seamless integrations and empower your business operations.

  • Use CINNOX as a trigger app in Zapier's guided Zap builder to integrate CINNOX with hundreds of productivity apps.
  • Keep your CINNOX data in sync with popular apps you use every day & automate repetitive tasks and workflows with code-free Zap workflows.

 

WOZTELL integration with CINNOX

You can now connect your WOZTELL account and social channels (WhatsApp Cloud, Facebook Messenger and Instagram) to CINNOX Omnichannel.

  • Your visitors' messages on your WOZTELL channels classify as Omnichannel enquiries.
  • You can pick up WOZTELL enquiries from the CINNOX Dashboard or App and perform the same chat functions as they would on other enquiries.
  • You can view WOZTELL enquiries in the Enquiry Overview and the associated reports in the CINNOX Dashboard.
  • If you use WOZTELL Bots to handle enquiries, you can now transfer them to live agents on CINNOX.

 

Contact Custom Fields

  • Create custom fields and use them in the visitor forms to collect more information from your visitors.
  • Create a contact with custom fields according to the information collected from the visitors manually.
  • Use JavaScript to send visitor information for the site with the installed CINNOX widget.
  • The visitor details, including the custom information, will be displayed and can be saved in CINNOX - External Contact.

 

CINNOX Open API for Destination and Tag

The Destination and Tag Open API provides endpoints to manage your Destinations and Tags from your CINNOX service account, such as:

For Destination, you can:

  • Get the supported language of a Destination
  • Get the supported location of a Destination
  • Get a Destination detail list
  • Create a Destination
  • Update a Destination
  • Delete a Destination

For Tag, you can:

  • Get a Tag detail list
  • Create a Tag
  • Update a Tag
  • Delete a Tag

 

:wrench: Now made even better

Email Channel Improvement

  • Automatic BCC: add BCC recipients to view ongoing email conversations of email enquiries and engagements without adding them to the enquiry handling.
  • Personal Email Signature: create a signature from your Staff Profile page and attach it to your email.
  • Dynamic Message Settings: Admin can enable or disable automatic email replies to visitors.
  • Improved Email Editor: The UI of the Email Editor has been improved for your better usage.

 

Enquiry Data and Filter Improvement

  • Improved enquiry filter UI with additional enquiry criteria
  • Sort enquiries by status
  • Additional enquiry criteria in the Enquiry Report filter

 

Weblink – Dynamic Domain (.com and .cn)

.com Weblink
The Tag and Staff web links have .com by default, which is best for visitors, customers and others outside Mainland China.

.cn Weblink
The Tag and Staff web links with .cn are best for visitors, customers and others inside Mainland China.

 

CINNOX Widget – Position & Visibility

  • The CINNOX widget can now be repositioned to the website's bottom-left side. And even hide its visibility.
    We added attributes in our CINNOX widget API framework using JavaScript (JS) functions for our customers to add after the CINNOX widget has been installed.

 

View SMS Content in the SMS Report

  • When sending an SMS, a pop-up notification will be displayed to notify the user that the SMS content will be visible to teammates after sending.
  • The SMS sent to the recipient can be viewed in the SMS report. Note that the Verification (OTP) SMS are not included.

 

* Pricing Plans

For feature availability, please check our Pricing Plans.

 

* Resources

For installation, configuration, usage instructions, terms and frequently asked questions, please refer to our comprehensive documents as follows:

 


v3.6.0

Release Date: 26 July 2022


:tada: What's new

Monitor Chat Enquiry & Take Action

Staff with an admin role can now better supervise and support their teams by monitoring real-time chat enquiry conversations and assisting them when needed.

  • Admins can join the ongoing chat conversation between the visitor and staff.
  • Admins can take over the enquiry handling from the staff if required.

 

Add Staff to Enquiry Conversation

In an ongoing enquiry conversation, you can now invite other team members to join and assist you to resolve visitor queries efficiently and quickly.

 

Pin Message and Pin Chat Room

  • Pin Chat Room - You can now place your favourite and vital chat rooms on top of your Recent Chats for easy access. It is the best way to quickly open the chat room without searching them in the Recent Chat list.

  • Pin Message - You can now mark messages to refer back to them quickly without scrolling through the conversation or searching them in the chat room. Pinning a message is a great way to keep your most important conversations on your radar.

 

CINNOX Advanced Call System

You can now boost your call flow by setting Audio Prompts in your Virtual Number and selecting the Enquiry Distribution method for your agents in your Destination > Service Group.

  • Audio Prompts
    You can upload customised audio file prompts and use them at various points within the call process of your Virtual Number call handling. E.g., greeting message when welcoming visitor's call, waiting-music while waiting for staff to pick up the call and end prompt or voicemail message when no staff picks up the call.

  • Simultaneous and Fixed Order Enquiry Distribution
    Simultaneous - All available staff in the service group are alerted to an incoming enquiry together. The first staff that picks up the enquiry will handle the visitor's query.
    Fixed Order - All available staff in the service group is alerted one by one following the set order. The first staff that picks up the enquiry will handle the visitor's query.

 

CINNOX Open API for Staff Contacts

The Staff Contacts Open API provides endpoints to manage your staff contacts from your CINNOX service account, such as:

  • Get the staff contact list.
  • Create, edit and delete staff contacts events.

 

:wrench: Now made even better

Third Party Channel

  • The Third Party Channel is now another channel type moved from Social, improving the experience of connecting your other messaging apps to CINNOX.

Routing Settings

  • You can now combine Percentage and Time Routings as multilayer routing settings in a Channel, adding flexibility to your complex support schedule.
  • In addition, the Time Routing time zone now follows your device time zone.

 

* Pricing Plans

For feature availability, please check our Pricing Plans.

 

* Resources

For installation, configuration, usage instructions, terms and frequently asked questions, please refer to our comprehensive documents as follows:

 


v3.5.0

Release Date: May 26, 2022


:tada: What's new

CINNOX Interactive Voice Response (IVR)

The IVR is now available to serve with your call enquiries.

  • Delight your callers with the menus and keypresses of your IVR flow with customised prompts and greetings that represents your brand.
  • The Dashboard Reports and Customer Journey are updated for the call enquiries with the IVR menu.
  • To subscribe to the CINNOX IVR, please contact your Account Manager.

 

CINNOX Open API for External Contacts

The External Contacts Open API provides endpoints to manage your contacts from your CINNOX service account, such as:

  • Get the external contact list
  • Get the external contact's activity
  • Create, edit and delete external contacts events

 

:wrench: Now made even better

Labelling

  • Staff can now view the label list when adding a new label to the enquiry.

Attachments and Bulk Download

  • Staff can now filter the Call and Conference Detail Reports by attachment and bulk download with just one click.

Enquiry Duration

  • Staff can now see a new column in the Enquiry Detail Report for the overall duration of an enquiry.

Screen Sharing

  • A dialogue pops up with the suggested solution for the staff using a macOS that fails to screen share.

Audio Transcription

  • You can now select the language to transcribe your audio files to increase the accuracy of the transcription.

UI Enhancements

  • We've tweaked the UI input field to improve your experience.

 

* Pricing Plans

For feature availability, please check our Pricing Plans.

 

* Resources

For installation, configuration, usage instructions, terms and frequently asked questions, please refer to our comprehensive documents as follows:

 


v3.4.0

Release Date: April 19, 2022


:tada: What's new

Auto Close

You can now automatically close enquiries that have been inactive for some time.

  • A new page for Auto Close Enquiry is now available under Web Dashboard > Administration.
  • Staff can set the period when the notification of closing the enquiry should be sent and when it automatically closes.
  • Staff can bulk close enquiries that have been inactive for more than seven days.

 

Channel Custom Info

Add custom information to each channel, e.g. details about the procedure or operation helpful to the staff serving enquiries.

  • The custom info is displayed in the call view and the chat room on the staff side.

 

Audio Transcription

You can now transcribe recorded calls and audio messages and catch the conversation details instantly.

  • Configure the auto transcription for different call recording types and audio messages in your Web Dashboard > Administration > Recording & Transcript page.
  • Supported Languages: English and Chinese (Mandarin).
  • View or download the transcripts in the chat room, call log, enquiry overview, and reporting pages.
  • Your transcript files are saved in your service storage. You can delete them automatically or manually.
  • Using the audio transcription feature may require additional charges. Monitor your team's usage on your Web Dashboard > My Plan > Plan Monitoring page.

 

1:1 Call to Conference

Switch from the ongoing 1:1 call to the conference call and invite people to join the discussion without the need to hang up the call.

  • 1-to-1 enquiry call to the conference: Invite other staff, external contacts or dial phone numbers to join the enquiry discussion with the visitor or customer.
  • 1-to-1 staff call to the conference: Invite other staff, external contacts or dial phone numbers to join the ongoing collaboration.
  • View the complete 1-to-1 call log and conference call log in one call log.
  • Visitors and customers can rejoin the ongoing conference by clicking the "Join" button for the web widget and link or redialling the same virtual number if disconnected.

 

CINNOX Open API - SMS

The CINNOX Open API for SMS is now available, providing endpoints in your service account that you can:

  • Send SMS
  • Send OTP SMS
  • Get the number list
  • Get the event hook list
  • Create/Edit the TDR subscription

 

:wrench: Now made even better

CINNOX Open API - Reports

The CINNOX Open API for Reports now supports more endpoints to retrieve records from your CINNOX service account, such as:

  • Overview Matrix
  • Channel Type List
  • Channel Type Details
  • Create/Edit/Delete Enquiry Event Subscription

 

UI Enhancements

We've made some tweaks to the Web UI for the call view to improve your experience.

 

* Pricing Plans

For feature availability, please check our Pricing Plans.

 

* Resources

For installation, configuration, usage instructions, terms and frequently asked questions, please refer to our comprehensive documents as follows:

 


v3.3.0

Release Date: February 17, 2022


:tada: What's new

Email Integration Continues!

  • Support Engagement (Outbound Email)
    • Manage the Engagement and Allowlist settings in the Email Channel configuration
    • Staff listed in the allowlist can send outbound emails to their contacts and automatically create an enquiry for them
  • Suggests merging to External Contacts and linking to Salesforce Contacts with the verified email address
  • Green tick icon display for a verified email address in the contact profile
  • Support HTML in the Email Editor
  • Email binding test tools
    • The system will automatically test the email binding if no enquiries have been received for the past 24 hours
    • Send Test Email button is available for admin to manually test the email binding connection by sending a test email

 

Labels

You can now label enquiries with self-defined words that you can use to add more context and categorise them to your filters in the overview, reports and other pages accordingly and swiftly.

  • A new page Labels is now available under Administration in the Web Dashboard to manage the labels to use by your team

  • Add or remove labels to the enquiry you are handling on the following:

    • Enquiry chat room > Enquiry information panel
    • Enquiry Overview
  • Filter enquiries by labels on the following pages:

    • Home Dashboard
    • Enquiry Overview
    • Enquiry Report Details

 

CINNOX Open API

The Open API for the Reports provides endpoints to retrieve detailed records from your CINNOX service account.
  • Enquiry Details
  • Enquiry Chat
  • Call Details
  • Conference Details
  • Recording Files
  • SMS Details

 

:wrench: Now made even better

UI Enhancements

We've made some tweaks to the Web Dashboard UI for the filters to improve your experience.

 

 


V3.2.0

Release Date: January 13, 2022


:tada: What's new

Email Integration!

We are integrating Email into the CINNOX platform!

  • You can now create an Email Channel to connect Gmail & Outlook
  • Route email enquiries with CINNOX intelligent routing rules
  • Reply to emails from both the Web Dashboard & Mobile App
  • Transfer an ongoing email enquiry from one agent to another
  • View all enquiries from the same customer in one chat environment
  • Add contacts via email queries, with name & email address listed as their contact profile
  • Email channel data is added to the Home Dashboard and reporting functions
  • Track added, updated, & deleted email channels in the Audit Log

 

:wrench: Now made even better

Japanese Language

  • Japanese is now supported in the Dashboard and App.

UI Enhancements

  • We've made some tweaks to the UI across the Web Dashboard & Mobile App

 

 


V3.1.0

Release Date: November 4, 2021


:tada: What's new

Salesforce Integration!

  • Seamlessly sync chat and call records as cases on Salesforce
  • Automatically update contact details between CINNOX and Salesforce
  • Send SMS campaigns to Salesforce contacts
  • Track changes to contacts under CINNOX Audit Logs

 

Device Input/ Output Selection

  • Switch to a different microphone or speaker device during a call

 

:wrench: Now made even better

UI Enhancements

  • As part of our commitment to innovation, we have made some tweaks to UI across the web dashboard and mobile app

 


V3.0.0

Release Date: September 1, 2021


:tada: What's new

maaiiconnect is now CINNOX!

  • The web dashboard and mobile app have been tweaked to represent the new brand, CINNOX.
  • The mobile App is renamed CINNOX

There will be no changes to user experience, packages, or settings! You can keep on engaging customers and collaborating efficiently without any interruption.

 

LINE Integration

LINE is one of the most popular instant messaging channels in Asia. Welcome to the CINNOX platform!

  • Admins can now connect LINE Official Accounts to CINNOX
  • Answer enquiries made to LINE Official Accounts from both the Web Dashboard and Mobile App
  • LINE channel data is added to Reports (including Enquiry, Chat, Visitor Reports)

 

:wrench: Now made even better

We release updates regularly and are always looking for ways to make CINNOX better.

 

At your service 24/7

Live support is available directly from the CINNOX Web Dashboard – click the icon at the bottom left corner to start a chat.

 


V2.8.0

Release Date: July 22, 2021


:tada: What's new

Omnichannel Chatbot Services!

Set up conversational chatbots for WhatsApp Business, Facebook Messenger, WeChat Official Accounts, and the Live Chat Widget to answer commonly asked questions so your team can focus on crucial tasks and converting leads.

Home Dashboard Overview

A new "Dashboard" tab is launched to give data-driven insights into your business communications. With valuable and real-time statistics and graphs, you can now get a quick snapshot of KPIs measuring traffic flows and patterns, Staff and teams, service quality and more.

 

:wrench: Now made even better

Onboarding (Web Dashboard Only)

The "Get started with maaiiconnect" tab has been enhanced. Explore a wholesome guide to setting up and installing channels, configurations, teams and other settings throughout maaiiconnect all in one place.

WhatsApp Automated Provisioning

A simplified process to connect a WhatsApp Business account directly to your maaiiconnect yourself without going through a support team.

 

Others

We release updates regularly and are always looking for ways to make maaiiconnect better.

 


V2.7.0

Release Date: June 3, 2021


:tada: What's new

Sync contacts with your mobile device

All staff members can now make calls or send SMS from the maaiiconnect app to their mobile device contacts. The contact list sync is per device and will not be available to other users on the same subdomain.

 

:wrench: Now made even better

Data Retention

Data transit direction enhanced from "maaiiconnect pushing the data to the customer's backup sites" to "customer pulling the data from maaiiconnect to their backup sites" for a more secure method.

Data Retention Portal has now more information available:

  • Media files
  • Enquiry information
  • Direct room information
  • plus, expanded filters

Calls

  • Enhanced Call Log details
  • "Call end reason" is now included in the Call Reports
  • Add Service Number directly from the Dial Pad if no Caller ID is available to call from

Bug fixes (Web & Mobile)

  • We release updates regularly and are always looking for ways to make maaiiconnect better.

 


v2.5.0

Release Date: March 10, 2021


:tada: What's new

New On-boarding Journey

We've created some new tools to help you explore the world of maaiiconnect when you're getting started.

  • The new "Get Started" panel will appear to guide new staff members to explore maaiiconnect
  • There's a new "Help Menu" with a step by step tutorial for admins to explore advanced configuration settings

Call Transfer Now Available

On a call, but someone else is better suited to handle it? Call Transfer is now available!

  • Set up Warm & Blind Call Transfer types during an outgoing call
  • Transfer an ongoing call to another staff, PSTN phone number, Tag, or virtual number – you can continue the call if the Warm Call Transfer fails or doesn't get picked up
  • Warm Call Transfers can only be transferred to another staff or PSTN number
  • Visitors will be notified that a new staff is handling the enquiry after the transfer
  • All transfer details will be available and accessible in:
    • Call Log
    • Call History
    • Call Details Report
    • Call Enquiry Details Report

Unify External Contacts and Merge Chat Rooms

Unlock the true power of omnichannel and say goodbye to multiple records for the same customer!

  • maaiiconnect will detect contacts with identical records, and you can merge new visitor information to an existing contact to see the complete communication history
  • View all previous enquiry chat history & ongoing enquiries from the same contact inside the chat room when handling an enquiry
  • See the verified and unverified indicator for phone numbers and social media id/accounts
  • Display current Visitor Identity and Enquiry information in the chat room when an enquiry is picked up & handled at the start (not visible to the visitor)
  • You can now filter chat rooms with multiple entries from the same contact to view enquiries separately

 

:wrench: Now made even better

Call Recording and Voicemail Custom Greetings

We heard you! And now, you can customise your call recording and voicemail greetings.

  • Upload a custom voicemail greeting on the Virtual Number channel when a voicemail is enabled as a destination
  • Upload a customised call recording greeting, which will use across the whole service
  • Greetings must be uploaded as an audio file or Text-to-speech (TTS)

 

Others

Sometimes, some things on maaiiconnect could be made even better, so we do it!

 


v2.4.0

Release Date: December 29, 2020


:tada: What's new

Video Call Recording is now available!

  • maaiiconnect now gives you the flexibility to record 1-to-1 video calls, allowing your video call conversation to be saved to the cloud so you can revisit your discussions when you need to after the actual video call has ended.
  • The Staff Administrator can configure permissions to manage who can access & download video call recordings in the call log and report
  • Note that only voice call is recorded in the conference call.

Introducing WhatsApp integration with Omnichannel!

  • Staff administrators can now contact their Account Manager or Sales Team to link their WhatsApp Business Accounts with their maaiiconnect service for them.
  • Your customers' messages on your WhatsApp Business Account classify as omnichannel enquiries.
  • Staff members can pick up WhatsApp enquiries from the maaiiconnect Dashboard or App and perform the same chat functions as they would on other enquiries.
  • Staff members can view WhatsApp enquiries in the Enquiry Overview, as well as the associated reports in all of the maaiiconnect reporting features (i.e., Enquiry, Chat, and Visitor Reports).

Introducing WeChat integration with Omnichannel!

  • Staff administrators can now link their WeChat Official Accounts into their maaiiconnect service through the omnichannel.
  • Your customers' messages on your WeChat Office Account classify as omnichannel enquiries.
  • Staff members can pick up WeChat enquiries from the maaiiconnect Dashboard or App and perform the same chat functions as they would on other enquiries.
  • Staff members can view WeChat enquiries in the Enquiry Overview, as well as the associated reports in all of maaiiconnect's reporting features (i.e., Enquiry, Chat, and Visitor Reports).

 

:wrench: Improvements

Chat and Space Rooms and Campaign

  • Forward a Message
    Staff can now forward messages and media files from 1-to-1 or group chat Space to another 1-to-1 or group chat Space chatroom.

  • Image Preview Staff can zoom in and out of the image for better preview during the image preview in the chatroom.

  • Omnichannel Weblinks in the Quick Link (1-to-1 chatroom and Campaign)
    Staff members can now insert Facebook and WhatsApp weblinks when composing texts in individual (1-on-1) chatrooms or messages for SMS broadcast campaigns.

  • Link preview
    A preview of the URL is now displayed in the web chatroom.

  • Room and Call Log Improvement
    Off-net and on-net calls can now be viewed in just one chatroom, including a staff conversation with a Visitor or colleague. Note that off-net (PSTN call) had a separate room before.
    Off-net Call logs now have Caller ID and Called Party details.

  • Create a new Destination in the Destination list
    The staff administrators can create a new Destination during the Destination selection in the Channel.

  • Chatroom Filter
    Filter Recent Chats by All chatrooms, External, Internal or Space

 

Others

  • Various bug fixes and user experience improvements.

 


v2.3.0

Release Date: November 19, 2020,


:tada: What's new

Introducing a new product component: the maaiiconnect Retention Portal!

  • In addition to offline mode via SFTP, the maaiiconnect's Data Retention feature now supports online mode via the Retention Portal microsite.
  • During provisioning, customers now can select either online or offline mode for Data Retention.

Third-Party Authentication is now available!

  • Third-party authentication is a new feature that links the maaiiconnect service to the company's Microsoft Active Directory (AD) in Windows Server 2012 R2 through OAuth, an open standard for access delegation commonly used for the single sign-on (SSO) feature in websites or applications.
  • Staff administrators can now set up service-level third-party authentication, which would then allow Staff members to log in to maaiiconnect using their network login credentials.
  • This helps users minimise the number of instances they need to create and store or remember multiple passwords, which may lead to data security issues if not properly managed.

Introducing Campaign Templates!

  • Staff members can now create and save broadcast SMS campaign contents as Campaign Templates, so they don't have to compose these contents from scratch every time they launch a messaging campaign.
  • Staff members can create, import, edit, delete, and search for campaign templates in Campaigns > Smart Messaging > Templates.
  • For each campaign template, Staff members can further personalise it by using available predefined Dynamic Content or creating Custom Variables.

More security options are now available in the maaiiconnect App

  • Staff members can now enable Passcode Lock or Biometrics to secure their maaiiconnect app further.
  • These authentication methods help verify their identities every time they access the app, preventing unauthorised access to their or their customers' data.

 

:wrench: Improvements

Channels

  • Staff members can now use Direct and Broadcast Facebook m.me links as additional entries to a Facebook channel.
  • The respective Weblinks and QR codes are available at the Staff members' Profiles and Account Details.

Others

  • Various bug fixes and user experience improvements.

 


v2.2.0

Release Date: October 16, 2020


:tada: What's new

Introducing Smart Calling!

  • Smart Calling is maaiiconnect's new auto-dialler feature that lets Staff members upload a long list of phone numbers and automatically dial them in sequence. It allows them to run call trees or make outbound call campaigns to target visitors and customers without manually dialling each number.
  • Staff members can create, pause, resume, stop a call task; view task status and call details; and download successful, failed, or cancelled call records in the maaiiconnect Dashboard.

Introducing Engagement!

  • Engagement is a new maaiiconnect call feature that creates an engagement binding between a visitor and the Staff member who called them using a virtual number. The next time the visitor calls using the same number, maaiiconnect will route them to the same Staff member who called them the first time. The Staff member will also have the option to save the visitor contact details and create an enquiry room.
  • Staff administrators can enable or disable the Engagement mode settings of a virtual number in the Numbers section of the maaiiconnect Dashboard.
  • Staff members can enable or disable Engagement mode in the Dial Pad when making outbound calls. They also need to facilitate Engagement mode when doing Smart Calling campaigns.

My Plan Refresh

  • The updated Plan Monitoring section in My Plan now lets Staff administrators view and monitor the details and usage of a company service's subscription plan, including the full breakdown of features provisioned and options to upgrade if needed.
  • Staff administrators can now view and update their company profile details registered in maaiiconnect in the new Company Information section.

 

:wrench: Improvements

Numbers and Voice Calls

  • Staff administrators can now view and manage all their virtual numbers and service numbers in one location: the new Numbers menu in the maaiiconnect Dashboard.
  • Staff administrators can now add in the Caller ID Allowlist Staff members who can use a virtual number or service number as their Caller ID when making outbound calls to customers and visitors. They can also now add in the Sender Address Allowlist Staff members can use a service number as their sender address when sending SMS texts.

SMS

  • Staff administrators can now add in the Sender Address Allowlist Staff members who can use a service number as their sender address when sending SMS texts to customers and visitors.
  • Staff members can now add Quick Links or text shortcuts to weblinks or phone numbers when composing SMS texts in individual (1-on-1) chatrooms or messages for SMS broadcast campaigns.
  • When sending 1-on-1 SMS texts using the Dial Pad, from their Contact List, or their Recent Connections, Staff members will now see verification messages to confirm the recipient and sender address.
  • When sending SMS broadcast campaigns, Staff members will now see verification messages to confirm the recipients and missing or incomplete campaign details (e.g., missing first names).
  • Staff members can now view the SMS Logs of their 1-on-1 SMS texts, which contains such details as the number of messages sent and any errors encountered.

Chat and Space

  • Staff members can now reply to a specific message within the chatroom.
  • Staff members can now edit a message they sent within five minutes.
  • Staff members can now add Quick Links or text shortcuts to weblinks or phone numbers when composing a message.
  • Staff members can now share a link with content preview in the maaiiconnect app.

Audit Log

  • Staff administrators can now view changes in permissions and settings made by other administrators in the maaiiconnect service.

Destinations

  • Staff administrators can now add up to 30 Destination endpoints in Staff Lists.

Campaigns

  • maaiiconnect can now automatically approve a campaign if its creator is also the assigned approver.

Others

  • Various bug fixes and user experience improvements.

 


v2.1.0

Release Date: August 29, 2020


:tada: What's new

Introducing Organization!

This new section in the navigation menu includes several features to organise and manage Staff members.

  • Teams

    • Staff administrators can now group Staff members into Teams and Sub-teams to define or represent their company's organisational structure and improve workgroup identification.
    • Staff members can view which team they belong to on their profile page.
    • Once the roles and departments are defined, Staff members can view the different hierarchies of data sets.
  • Roles and Permissions

    • Staff administrators can now assign Staff members to any of the four default roles: Admin, Manager, Leader, and Agent. Each default role has a predefined data access level and different feature permissions within the maaiiconnect service.
    • Staff administrators can also create custom roles for Staff members and set permissions for each role.

Additional layers of security and access controls

  • Visitor Number & IP Blocklist/Allowlist: Staff administrators can now add phone numbers and IP addresses to a blocklist or an allowlist to filter or limit the visitors who can contact the company via maaiiconnect.

  • Audit Log: Staff administrators can now view and export a chronological record of all the activities and changes made by Staff members to certain features or "elements" inside their maaiiconnect service. It serves as an audit trail that helps improve the service's security.

  • Staff Password Policies: Staff administrators can now enable any of the following additional policies to enhance the security and protection of Staff members' login credentials to the maaiiconnect service:

    • Prevent Staff members from reusing a set number of passwords they used recently.
    • Set passwords to expire after a specific number of days.
    • Automatically lockout Staff members after a set number of failed login attempts.
  • Staff Two-Factor Authentication

    • Staff members can now enable two-factor authentication (2FA) when signing in to maaiiconnect.
    • Staff administrators can now enable a service-level 2FA to require all Staff members to configure this feature on their accounts.

Conference video call is now available

  • Participants can now enable their videos to call during a conference call.
  • Participants can now see one at a time who else enabled their videos during the conference call.
  • Hosts and co-hosts can now mute all participants in just one click.

Chat Enquiry Transfer is now available

  • Staff members can now transfer an ongoing visitor chat enquiry to another Staff member or a Tag.

New Calls tab in the maaiiconnect App

  • Staff members can now view and access the following in one place: All Calls, Missed Calls, and Keypad.

Data retention and data encryption

Available only in our maaiiconnect Enterprise plan. For more information, please contact our Sales Team.

  • Staff administrators can now regularly create a backup of data stored within maaiiconnect and securely move them outside the service. The feature supports offline backup mode using SSH File Transfer Protocol (SFTP).
  • Staff administrators can now generate encryption keys to add an extra layer of security to their data in maaiiconnect.

 

:wrench: Improvements

Enquiry enhancements

  • Enquiry Data, Reports, and Monitoring have been enhanced by consolidating data sources and including more filters.
  • Enquiry Overview now includes a section for Closed Enquiries so Staff members can view previous conversations and other details.

Workspace improvements

  • The Search function now provides improved match results from Chats, Spaces, Meetings, Contacts, and Shared Files.
  • Room avatars are updated to differentiate the various maaiiconnect rooms (e.g., Enquiry rooms, Spaces, and 1:1 chatrooms) from one another.
  • Recent Rooms in the mobile app can filter by All, Internal, External, or Space

Others

  • Various bug fixes and user experience improvements.

 


v2.0.2

Release Date: August 13, 2020


:tada: What's new

Smart Greeting is now available!

  • Smart Greeting is a Widget feature that automatically displays a welcome message to your visitors whenever they visit your website. This message pops out just above your minimised maaiiconnect Widget, letting your visitors know that they can use the widget to connect and interact with your support agents through call or chat.
  • Staff administrators can choose between a text-only greeting and a greeting with a call or a chat button that routes to a specific Tag.
  • Staff administrators can schedule when the Smart Greeting will be displayed on the website.

 


v2.0.1

Release Date: July 19, 2020


:tada: What's new

Introducing Channel Manager!

  • The Channel Manager consolidates tag directory and virtual number management in one place. This feature also introduces Omnichannel, where you can now set and monitor your third-party pages and communication channels and further unify all your customer touchpoints.

Facebook integration is now available with Omnichannel!

  • Staff administrators can now link a Facebook Page to maaiiconnect through the Omnichannel. Your customers' messages from Facebook or Facebook Messenger will be categorised as omnichannel enquiries.
  • Staff members can pick up an omnichannel enquiry from the maaiiconnect Dashboard or App and perform the same functions as they would on other enquiries.
  • Staff administrators can view Omnichannel enquiries in the Enquiry Overview, as well as the associated reports in all of maaiiconnect's reporting features (i.e., Chat, Enquiry, and Visitor Reports).

Voicemail for Virtual Numbers is now available!

  • Customers calling your virtual numbers can now leave a voicemail message if no agents are available to pick up the call. Missed enquiries with voicemail will be visible in the Enquiry Overview.
  • Staff administrators can enable the Voicemail feature for each configured virtual number, as well as select a pre-recorded voicemail greeting that will be played before a customer can leave a message.
  • Staff administrators can set up advanced routing to redirect incoming enquiries to voicemail based on time-based distribution rules.
  • Staff administrators can select how often Voicemail files will be automatically deleted.

Video Call for App

  • Staff members can now engage in 1-on-1 video calls with visitors and fellow staff members.

 

:wrench: Improvements

Chat

  • Staff members can now recall a sent message by hovering over it and clicking on Recall. They can also copy the message first before recalling it.

  • Staff members can now mute/unmute chatrooms through their respective chatroom settings to reduce their workspace notifications.

Conference Call

  • Staff members can now initiate conference calls without creating a Space first.

Call Recording

  • Call recording can now support Virtual Number enquiries and dial pad calls.

Increased user efficiency in Workspace

  • Staff members can now share files in a chatroom using the Drag and Drop function.
  • Staff members can now hide the Open Enquiry panel from their Workspace for them to focus more on their ongoing conversations.
  • Staff members can now use the Search feature in their Workspace to look for specific content in their messages.
  • The Information panel can now be displayed by clicking on the profile bar above a conversation. It has also been redesigned to be cleaner and simpler to use.

Others

  • Tooltips have been added in features and functions throughout the Dashboard to help onboard maaiiconnect users faster.
  • Various bug fixes and user experience improvements.

 


v2.0.0

Release Date: May 15, 2020


:tada: What's new

maaiiconnect brand refresh

  • The new brand identity represents a new era in customer engagement and internal team collaboration.
  • The Cobalt Blue and Aquamarine colours respectively represent maaiiconnect's traditional roots–a proven, reliable infrastructure at the heart of its cutting-edge technology and its promise to deliver scalable solutions that epitomise the future of communications.
  • The synergy between the dots mirrors the relationship between maaiiconnect's enterprise clients and their customers: a single interface connecting multiple touchpoints, including web communications, telecommunications, and social media channels

Introducing Omni Campaigns! (Dashboard Only)

  • Omni Campaign is maaiiconnect's broadcast messaging feature that lets Staff members send messages in bulk to target audiences anywhere in the world. This feature is currently available for SMS; it will support more channels soon!
  • Standard Campaign lets Staff members send any message to their target recipients using a spreadsheet template.
  • Dynamic Campaign lets Staff members send the same message to multiple target recipients. It also lets them personalise each recipient's message by using variables such as web links, first and last names, or other customisations on a spreadsheet template.
  • When creating Dynamic Campaigns, Staff members can import contacts with variables using a CSV file or directly select Contacts from the maaiiconnect Dashboard and use default variables provided. Staff members can also put unique maaiiconnect web links for each recipient to let them know in advance which of their selected maaiiconnect Contacts are getting back to them with an enquiry.
  • When creating Dynamic Campaigns, Staff members can add comments before sending them to facilitate seamless collaboration.
    Staff members can schedule the delivery date/time and recurrence of campaigns in advance to minimise effort and avoid repetitive tasks.

 

:wrench: Improvements

maaiiconnect Dashboard and Mobile App

Destination

  • Staff administrators can now set multiple types within one destination. Incoming calls and enquiries are simultaneously broadcast to all endpoints identified to handle these.
  • Staff administrators can now set multiple destinations for a Tag. According to their listed order, incoming calls and inquiries will then be routed to these destinations.

Virtual numbers

  • Staff administrators can now set virtual numbers with Sticky Routing.

Call log

  • Staff members can now view more details for each call log in a chat room.

My Account

  • Staff members can now see their QR code and Weblink enquiry URLs.

Others

  • Streamlined Service
    • We've now made logging in to your services simpler. Choose between the maaiiconnect.com or maaiiconnect.cn domains in your mobile app, and you're all set!
    • For example, if you were using example.lc.maaiiconnect.com, your service is now updated to example.maaiiconnect.com
  • maaiiconnect Dashboard now supports emojis.
  • maaiiconnect Dashboard now supports dragging and dropping files into a room.
  • Various bug fixes and user experience improvements.

 


v1.2.4

Release Date: April 10, 2020


:tada: What's new

New look

We redesigned the maaiiconnect Widget, maaiiconnect Mobile App, and maaiiconnect Dashboard to make them easier to use and more focused on data and insights.

maaiiconnect Dashboard and Mobile App

Introducing External Contacts Management!

  • External Contacts is a new section under Contact Management that serves as a built-in, lightweight customer relationship management (CRM) system.
  • Staff members can now import external contacts in bulk; external export contacts; and view, create and delete external contacts.
  • Staff members can now categorise external contacts depending on the Staff's CRM-related needs, such as Type (e.g., Lead, Prospect, Customer, or Other) and Level (Primary, Secondary, or Tertiary).
  • Staff members now have a full-page, detailed view of their contacts, including Profile, Activity (e.g., enquiry history, previous engagements, journey), and a Changelog.

Introducing Spaces!

  • Space is maaiiconnect's new group chat feature. Staff members can now create a Public Space, which is open and searchable by other Staff members, or a by-invitation-only Private Space.
  • Staff members can have up to 500 members in a Space.
  • Staff members can create, search, join, and leave a Public Space.
  • Staff members can create and invite other staff members to join a Private Space.
  • Private Space owners can remove members from and delete the Private Space.
  • Administrators can remove members from and delete the Public Space.

Introducing Video Call and Share Screen!

  • Staff members can now switch to a video call during an audio call with a visitor.
  • Staff members and visitors can now share their screens during a video call.

My Sites

  • Staff administrators can now register and list their website domains where the maaiiconnect widget is installed and used.

 

:wrench: Improvements

Improved Customer Contacts

  • Staff members can now view, edit, and save visitor information submitted via Pre-Chat and Offline Support forms like contact, providing initial visitor and enquiry details even before starting a conversation with the visitor.
  • Staff members can now access the visitor's previous enquiries and engagement (e.g., outbound calls and SMS sent by the Staff to the visitor), as well as network and device information.
  • Staff members can now add notes on an external Contact.

Others

  • Staff Administrators can now import new Staff members in bulk using a template CSV file in Staff Management.
  • In the chatroom, a staff member can now use @[name] and @all to notify a specific user or everyone in the place, respectively.
  • In the chatroom, a staff member can now call a visitor back directly from the call log.
  • Chatrooms now have a Quick Profile View that allows Staff members to click on a visitor/Staff member avatar and view their details.

 


v1.2.3

Release Date: March 19, 2020


:tada: What's new

maaiiconnect Web Widget

Pre-Chat Form

  • Visitors can now provide their name, phone number, and other details before starting a conversation with a support agent.

Offline Support Form

  • Visitors can now leave their contact details and messages if their enquiries are missed or Customer Support is offline.

maaiiconnect Dashboard and Mobile App

Visitor Forms

  • Staff administrators can now enable and configure the fields to be available and required in the Pre-chat and Offline Support forms.

Visitor Profile

  • Staff members can now view visitors' profiles in the enquiry.
  • Staff members can now view visitors' journeys in the visitor profile.

Customer Contacts

  • Staff members can now automatically or manually save a visitor's profile as a new contact in their Customer Contact List.
  • Staff members can now create, search, edit or remove a Customer Contact.

Feedback Form

  • Staff members can send to the maaiiconnect team any issues they encounter or suggestions on how to improve maaiiconnect.

Help Centre

  • Staff members can now visit the maaiiconnect Resource Portal to find comprehensive guides and FAQs that
    will help them get started with maaiiconnect.

My Plan

  • Staff members can now view the Plan Usage and Rate Table.

 

:wrench: Improvements

Tag Directory Management

  • Staff administrators can now set the metadata as a conditional trigger to configure where a tag should be displayed on their website.
  • Staff administrators can now hide tags in the tag directory but keep the web links and QR codes accessible.

Storage Management

  • Staff administrators can now view detailed records of media files shared in chatrooms.
  • Staff administrators can now delete media files to free up storage space.

 


v1.2.1

Release Date: January 16, 2020


:tada: What's new

An online subscription is now available for maaiiconnect!

maaiiconnect Web Widget

  • Visitors can now see the colour focus of the call and chat button.

maaiiconnect Dashboard and Mobile App

My Account

  • Staff members can now configure call forwarding to redirect incoming staff calls to a phone number.
  • Staff members can see their own added numbers in the Personal Numbers lists.

Workspace

  • Staff members can now view the visitor information in the conversation details panel.

Chatroom

  • Staff members can now identify the call type (off-net/on-net) in the call history.

Call screen

  • Staff members can now identify the call type (off-net/on-net) in the call status.

maaiiconnect Mobile App

iOS Callkit

  • Staff members can now receive incoming and make outgoing app calls using the iOS native call UI.

Chatroom

  • Staff members can now quickly navigate to unread messages in chatrooms using the Unread Panel

 


v1.2.0

Release Date: December 12, 2019


:tada: What's new

Instant chat is now available in maaiiconnect!

maaiiconnect Web Widget

Entry Points

  • Visitors can now do a one-click action to start a chat if there is only one Tag with the chat function enabled.
  • Visitors can now see the Dynamic Directory with a direct chat function.
  • Visitors can now click on HTML 5 elements to start a chat conversation.
  • Visitors can now start a chat by clicking on a direct web link or scanning a QR Code.

Chatroom

  • Visitors can now send texts, images, videos, files, and voice notes in a chatroom.
  • Visitors can now see the other person's (agent's) typing status and know if the said person will send them messages.
  • The delivery status of a message is now more precise.

maaiiconnect Dashboard

Directory

  • Staff administrators can now add chat entries for the Tag.
  • Sticky Routing now supports chat conversations, including chat histories of identical visitors.

Reports

  • A brand new Call Overview Report is now available for more insightful statistics.
  • The Chat Report is now available
  • The SMS Report is now available
  • The visitor Report is now available

Storage

  • Staff administrators can now see the storage usage of chat messages.

maaiiconnect Dashboard and Mobile App

Workspace

  • Staff members can now handle chat enquiries.
  • Staff members can now send texts, images, videos, files, and voice notes in a chatroom.
  • Staff members now see the other person's (visitor's) typing status and know if the said person will send them messages.
  • The delivery status of a message is now more precise.
  • Staff members can now send SMS in a chatroom.
  • Staff members can now see all chat histories synchronised across devices.
  • Staff members can now view the chat histories of identical visitors of the same Tag.

Enquiry Overview

  • Staff administrators can now see chat enquiries in real-time in the Enquiry Overview.

Settings

  • Staff members can now add verified personal numbers in My Numbers. A Staff member can only use their number.
  • Staff administrators can now add verified corporate numbers in Service Numbers. All Staff can use a Service Number.

 

:wrench: Improvements

maaiiconnect Dashboard

Reports

  • Staff members can now filter reports using Advanced Search.

maaiiconnect Dashboard and Mobile App

My Account

  • Staff members can now edit their display names in the selected languages.
  • Staff members can now see the routing settings (Destination, Tag, and Number) related to themselves.

Usability

  • Various improvements in error handling and stability.
  • Various improvements in user interface and user experience.

 


v1.1.0

Release Date: September 11, 2019


:tada: What's new

maaiiconnect Dashboard

Appearance

Staff Directory (enable/disable): Staff administrators can now allow the staff contact list and let visitors view and directly contact Staff members. Staff administrators can also display or hide a Staff member from the list through their Staff Management profile.

Directory (Tag)

  • We have renamed Tag into Directory to provide a more intuitive configuration concept.
  • The Tag now supports the following additional destination type:
  • Staff List: Staff members (both administrators and agents) can directly pick up an enquiry from the Dashboard.
  • Sticky Routing: Staff administrators can now enable Sticky Routing in a Tag. Once enabled on a Staff List, the next time a visitor calls, they will be routed to the same agent they previously spoke with.

Staff Management

  • Staff administrators can create suspend, reactivate, delete, and remotely log out a staff member.
  • When a Staff administrator suspends or deletes a staff member, they can transfer that member's ongoing enquiries to another Staff member.
  • Staff administrators can now view and edit a Staff member's profile.
  • Staff administrators can now see Staff members' status as Online, Busy, or Offline.
  • Invited Staff members will receive an email for account activation.

Workspace

  • Staff members can now handle a visitor's enquiry from the Dashboard. The enquiry follows these statuses:
    • Open enquiry: A visitor triggers an enquiry with a call through a toll-free number, a local (DID) number or the Web Widget;
    • Missed enquiry: A visitor's enquiry times out and none of the agents picks up the enquiry;
    • Ongoing enquiry: An agent picks up a visitor's enquiry on time;
    • Reopen enquiry: An agent picks up a missed enquiry for follow-up by initiating a call to the visitor
    • Closed enquiry: A visitor's enquiry has been resolved and closed by the visitor or Staff.
  • Call Screen: Staff members can now place a call on mute or on hold.
  • Staff Phonebook: Staff members can now call another Staff member using the Staff Phonebook.
  • Dial pad: Staff members can now dial out to any phone number using the dial pad.
  • Missed Enquiry: Staff members can now view and reopen a missed enquiry in the Missed Enquiry List.

Enquiry Overview

  • Staff administrators can now see the status of enquiries (Open, Handling, or Missed) in real-time in the Enquiry Overview.

Enquiry Report

  • Staff administrators can now see the status of enquiries on a given date range.

Account Dropdown

  • Staff members can now change their availability status from Online to Busy so they won't be notified of any incoming enquiries.

maaiiconnect Web Widget

Directory

  • Staff Directory: Visitors can now see the Staff directory and directly contact any of the Staff members of the Staff administrator enabled through Appearance > Staff Contact List.

 

:wrench: Improvements

maaiiconnect Dashboard

  • Time of Day Routing: Staff members can now preview the configured time routing in their timezone.
  • Visitor's mobile browser: visitors will now see a loudspeaker notice before making a call.
  • My Account: Staff members can now see the date they last changed their settings.

maaiiconnect Web Widget

  • Various improvements in mobile browser support.

 


v1.0.2

Release Date: July 8, 2019


:tada: What's new

maaiiconnect Dashboard

Appearance

  • Staff administrators can now disable the video audio and use a do-do sound as a default ringback tone.

Widget Installation

  • Staff members can now set the HTML click-to-action button to match any Tag and generate a new installation code in seconds.

Tags

  • Tags now support SIP Trunk as a destination type.

Call Detail Report

  • Staff administrators can now see detailed call records in maaiiconnect. These records can be filtered by date range.

maaiiconnect Web Widget

GSM Call

  • For calls with a phone number as a Destination, maaiiconnect will now trigger a native GSM call if the browser used does not support WebRTC.

HTML 5 Click-to-Action (CTA)

  • Visitors can now trigger any Tag directly with integrated HTML 5 elements (e.g., buttons, images, texts).

 

:wrench: Improvements

maaiiconnect Dashboard

Security

  • maaiiconnect now has login attempt control to protect your account. After the tenth invalid or failed login attempt, a Staff member will not log in for 10 minutes.

Appearance

  • Staff members can now set the Widget configuration inside Appearance to simplify the experience.

Tags

  • Staff administrators can now select all languages with a single item instead of selecting them one by one.
  • Staff administrators can now select all locations with a single item instead of selecting them one by one.

 


v1.0.0

Release Date: June 10, 2019,


:tada: What's new

maaiiconnect Dashboard

Widget Configuration

  • Widget display: Staff members can now disable the Widget displays at the lower-right corner of the website. This action will not affect the integrated function within site.
  • Widget language: Staff members can now manage the display language of the widget to show the system message in the correct language.

Appearance

  • Staff members can now set the look and feel of the widget by customising the name of the company, the master colour that will show on the calling screen, the Widget icon, and the in-call video/image.

Widget Installation

  • Staff members can now view and copy the Widget credentials and installation code for more straightforward integration.

Tags

  • Staff administrators can now create, edit, and delete a Tag.
  • Staff administrators can now reorder Tags to arrange their sequence in the directory.
  • Staff administrators can now suspend/reactivate a Tag.
  • Staff administrators can now set the support location (based on the visitor's IP address) and languages (based on the language metadata on the website) of a Tag.
  • Staff administrators can now set the Tag's display information for multiple language support.
  • Staff administrators can now set the destination of the Tag by creating a Destination.
  • The Destination type now supports phone numbers.
  • Staff administrators can now set additional routing rules if there are more than 2 Destinations in a tag:
    • Time of Day Routing: Staff administrators can set the routing destination according to the time of the initiated enquiry (time setting is based on UTC 0)
    • Percentage Routing: Staff administrators can set the routing destination according to the percentage of the total initiated enquiries.

maaiiconnect Web Widget

One-click Call

  • Visitors can now trigger a call enquiry with a single click on the widget if the Staff administrator sets only one Tag.

HTML 5 Click-to-Action (CTA) Button

  • Visitors can now trigger maaiiconnect functions with integrated HTML 5 elements (e.g., buttons, images, texts).

Directory

  • Tag Directory: Visitors can now see the Tag Directory if there is more than one active Tag.

Call Screen

  • Visitors can now mute the call
  • Visitors can now issue commands to switching systems (e.g., IVR) using a keypad.

Appearance

  • Visitors can now see the Widget appearance according to the settings for specific languages.

 


Product Documentation


For installation, configuration, usage instructions, terms and frequently asked questions, please refer to our comprehensive documents, as follows: