v3.13.0

Release Date: 6^th July 2023

🎉 What's new

Private Message is now available!

The Private Message feature is designed to help you and your colleagues communicate more efficiently and effectively in the CINNOX enquiry chat room. With this feature, you can share information, notes, guidelines, and resolutions with colleagues without having to re-ask the customer and without the customer seeing these conversations. This feature helps reduce unnecessary back-and-forth communication and lets you quickly resolve customer enquiries.

When handling an enquiry, you can switch to private message mode to leave information, notes, guidelines and others for your colleagues to know more about the enquiry.
The private message is only available in the enquiry chat room, both the CINNOX Dashboard and the Mobile App.
The private messages are only visible to the staff and not to the visitors and customers.
You can only send texts in private message mode.

🔧 Now made even better

CINNOX Open API - Various Updates

New Endpoint for SMS Inbound

CINNOX now offers SMS Inbound using a Virtual Number from a Carrier that could receive an SMS with the following endpoint.

Create/Edit/Delete Inbound SMS event subscription:

Get: To retrieve a list of all the event hook
Create: To allow to create event hook and to subscribe to the event hook by providing the directory path (URL)
Edit: To allow to edit the directory
Delete: To allow to delete of the event hook subscription

New Endpoints for Sent Campaign Report

Get Sent Campaigns Summary: This allows you to retrieve a summary of sent campaigns, which can help you better manage and analyse your data.
Get Sent Campaigns Details: This allows you to retrieve detailed information on sent campaigns, which can help you make data-driven decisions and optimise the campaigns.

Improved Existing Endpoints

Get Conference Detail: Now supports filtering by Conference ID and Host EID, which can help you quickly find and analyse relevant data.
Get Call Detail: Now supports filtering by call type and status, which can help you better understand and manage your call data.
Get Enquiry Detail: Now supports filtering by label ID and Chall Type name, which can help you better organise and analyse your enquiry data.

Improved SMS Report

Received SMS can be viewed in the SMS Report. We added a filter and selection for the source and status of Inbound SMS received from the customer.

Revamped Chat Room Text Input

Allow staff to enlarge the text input field to type or edit a longer message to reply. It is suitable for CS agents to reply to long messages to visitors without editing from a notebook and then copying and pasting messages into CINNOX.

Revamped Call View Interface

Apply the same call view design to all call types to provide customers with seamless user experiences and consistent UI as call types change.

Improved Missed Enquiry Handling

Missed enquiries are now displayed to staff belonging to the channel routing - destination endpoint to follow up, not just to the staff admin.

Other Improvements

We have updated Email Enquiry to display the email subject in the Enquiry Overview, Enquiry Centre and Enquiry Room.
We have updated the CINNOXBOt message to include the UTM info apart from the visitor information.
We have updated the filter naming in the Home Dashboard, Enquiry Overview and Enquiry Report Detail
We have added the change language under your profile on your Dashboard
We have added an Android APK download QR code in the CINNOX Onboarding

* 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:

v3.12.0

Release Date: 1^st June 2023

🎉 What's new

CINNOX now offers Chrome Browser Extension

You can now use CINNOX as your Extension in your Chrome Browser and effortlessly make and receive calls and send SMS messages directly from your CRM, Helpdesk, Sales Software, and other web pages you are working on.

Functions that you can do with CINNOX Extension

Make an outbound call
Receive an incoming call
Reject an incoming call
Display the Contact Name for the caller or called party if it is saved in CINNOX.
Mute an ongoing call
Hold an ongoing call
Record an ongoing call
Configure the Device Settings for the Microphone and Speaker to use
Hang up the ongoing call
Send an SMS

📘
You can download the CINNOX Extension here.

🔧 Now made even better

Improved Staff Report

The latest update to the Staff Report includes new performance metrics to help improve overall staff performance, such as handling and closing enquiries, tracking response time and more.

These quantifiable results are now included in the Staff Report Details section.

Total Handled Enquiries
Handled Enquiries %
Total Closed Enquiries
Avg. First Response Time

Send WhatsApp Template in CINNOX App

You can now also send message templates to your WhatsApp customer enquiry in the CINNOX App to restart the conversation.

Aligned Filters Across

We have aligned all filters across CINNOX Reports and Enquiry Pages to get more accustomed to using them as they work with different reports, reducing the required learning curve and ensuring consistency.

Improved WhatsApp Campaign

You can now generate the URLs for media files, add them to the CSV template and import them to create WhatsApp campaigns.

Never Expired Option in the Sticky Routing

You can now select "Never Expired" in the Sticky Routing setting for Numbers and Email Channels to keep the connection last for the visitor and agent who has the conversation from the first enquiry.

UTM Info in the Visitor Enquiry

You can now track digital marketing campaigns & weblinks more closely by viewing the Urchin Tracking Module (UTM) information in the visitor chat room. It helps you better understand where the visitor traffic originates from regarding interaction with Marketing activities.

* 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:

v3.11.0

Release Date: 27^th April 2023

🎉 What's new

CINNOX now offers scheduled conference calls!

In addition to our instant conference calls, you can now easily schedule future calls. Efficiently plan your calls with your colleagues, customers, and visitors. Plan and schedule your calls ahead for better time management.

Schedule calls and invite participants via the calendar, including Outlook, Google, and other calendars, downloading an ICS file.
Create a scheduled conference right from your chat rooms. Visitors and colleagues in the room receive the invitation. They can add themselves to the scheduled call and download the ICS file to add to their calendars.
Flexible update call details, cancel or start earlier.
Participants can decline or revoke the invitation.
CINNOXBot notifies participants of new invitations, changes to the scheduled call, and, if removed from the list.
View all your scheduled calls, created and invited, in just one place.

🔧 Now made even better

Open API - Tag and SMS Improvement

The Create Tag API endpoint now supports close enquiry message toggling with text and attachments.
The get SMS API endpoint now has a filter option and includes the SMS content details in the Get SMS detail API response.

Additional Roles and Permissions Improvement

The UI and UX flow for staff members changing roles has been refined, making the process easier to understand.
The UI and UX flow for sharing and deleting External Contacts has been fined-tune, ensuring a smoother and more transparent function.

Other Improvements

We have updated Chat Room Avatars with a better Channel Identity icon.
We have updated the Call Report, allowing more precise search results with separate Caller and Receiver fields.
We have updated template categories and Sent Campaign filters in the WhatsApp Campaign.
When entering a phone number, the default country code is based on your country's IP address.

* 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:

v3.10.0

Release Date: 28^th March 2023

🎉 What's new

CINNOX Welcomes 360dialog WhatsApp Business Account and Campaign!

You can now connect your 360dialog with CINNOX and create your WhatsApp channel.
Your customers' messages on your WhatsApp Business Account are classified as omnichannel enquiries in CINNOX.
Pick up WhatsApp enquiries from the CINNOX Dashboard or App and perform the same chat functions as on other enquiries.
Sync your message templates from your 360dialog account to CINNOX and use them as your campaign templates to send to your WhatsApp target recipients.
You can also send the message templates to your WhatsApp customer enquiry.
View the WhatsApp Campaign response rate and WhatsApp enquiries in the CINNOX Dashboard and the associated reports.

To know more details about getting your WhatsApp Business account, contact us.

Custom View in your Reports!

The Enquiry Detail Report has been enhanced to meet your needs. You can now add Custom Views to save your filters, sorts, or selections.

Create custom views by flexibly selecting different columns and filters across the Enquiry Detail Report.
Each custom view contains a table independent from other views.
Download the detailed report according to the custom view you have created.

🔧 Now made even better

Enhanced Navigation Bar and Roles and Permissions

For a more intuitive & engaging experience, we have simplified your overall navigation & roles & permissions.

We grouped similar features and functions on the same menu for easy accessibility and availability.
- The Staff menu moved to Administration > Organisation.
- The Destinations and Channels menus moved to Administration > Channels.
- The Prompts, Recording & Transcript and Auto Close Enquiry menus moved to Administration > Tools & Settings.
We streamlined the Staff Default Roles and Data Access Levels to manage the default roles in your organisation efficiently.
- The Manager and Leader roles changed to Supervisor with Department data access level.
- The Supervisors can now monitor teams' missed enquiries and follow up.

Fine-tuned Visitor Forms and Widget Appearance

We have refined the preview and settings layouts for effective configuration.

* 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:

v3.9.0

Release Date: 5^th January 2023

🎉 What's new

SMS Report with Carrier Network Delivery Status

With the Carrier Network Delivery Status, you can now know the complete delivery status of all SMS sent from CINNOX.

The SMS Report Overview has been enhanced with the SMS Delivery Analytics and other statuses - Queued and Delivered from the Carrier.
The SMS Report Details have been enhanced with the Carrier Network Status on the table column and filter.

CINNOX Open API for External Contact and Enquiry Details

The Open API provides endpoints to manage further your External Contacts and Enquiry Details from your CINNOX service account, such as:

Create External Contact
Update External Contact
Get Enquiry Details with the following in the response object:
- Label ID
- Enquiry Duration
- Enquiry Deep Link

Zapier New Triggers and Actions for Label, External Contact, Enquiry Deep Link and IM

CINNOX continuously provides more triggers and actions in Zapier to automate your tasks and boost your productivity.

New Triggers:

New Label created
Label edited
Label deleted

New Actions:

Create External Contact
Update External Contact
Get enquiry detail (Enquiry Deep Link)
Send an IM message (to a Staff or Group space)

🔧 Now made even better

Google Dialogflow Chatbot improvement

The Google Dialogflow payload now includes chatbot channel information in the query.

WhatsApp Channel Improvement

Staff can view the visitor's "Reply button" response in the WhatsApp message.

Reports Overview Improvement

The "Download" icon has been changed to the "Print" icon on the Overview tab of the Call Report, Chat Report, SMS Report, Visitor Report and Staff Report.

* 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:

v3.8.0

Release Date: 20^th October 2022

🎉 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

🔧 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

Turn on or off the close enquiry message settings of your Directory, Social, Email and Third Party Channels.
Add your custom message to the visitors when you or the system has closed the enquiry.

Advanced Message Type for Directory

A new " Text button" for the Quick Reply message type has been added.
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^th September 2022

🎉 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 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 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

🔧 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 turn automatic email replies on or off 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 installing the CINNOX widget.

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 it.
The SMS sent to the recipient can be viewed in the SMS report. Note that the Verification (OTP) SMS is 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^th July 2022

🎉 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 invite other team members to join and assist you in resolving 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 for them in the chat room. Pinning a message is a great way to keep the most important conversations on your radar.

CINNOX Advanced Call System

You can 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 your Virtual Number call handling. E.g., greeting messages when welcoming a visitor's call, waiting for music while waiting for staff to pick up the call and ending prompt or voicemail messages 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 member who picks up the enquiry will handle the visitor's query.
Fixed Order - All available staff in the service group are alerted one by one following the set order. The first staff member who 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.

🔧 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's 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: 26^th May 2022

🎉 What's new

CINNOX Interactive Voice Response (IVR)

The IVR is now available to serve your call enquiries.

Delight your callers with the menus and keypresses of your IVR flow with customised prompts and greetings representing 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 contact events

🔧 Now made even better

Labelling

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

Attachments and Bulk Download

With just one click, staff filter the Call and Conference Detail Reports by attachment and bulk download.

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 opens 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: 19^th April 2022

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

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 hanging up the call.

1-to-1 enquiry call to the conference: Invite other staff and 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 and conference call logs 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

🔧 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 tweaked 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: 17^th February 2022

🎉 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
A green tick icon for a verified email address in the contact profile is displayed.
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 the 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

🔧 Now made even better

UI Enhancements

We've tweaked the Web Dashboard UI for the filters to improve your experience.

V3.2.0

Release Date: 13^thJanuary 2022

🎉 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 their 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

🔧 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: 4^th November 2021

🎉 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

🔧 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: 1^st September 2021

🎉 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, and Visitor Reports)

🔧 Now made even better

We release updates regularly and always look for ways to improve CINNOX.

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: 22^nd July 2021

🎉 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 gives 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.

🔧 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 always look for ways to improve maaiiconnect.

V2.7.0

Release Date: 3^rd June 2021

🎉 What's new

Sync contacts with your mobile device

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

🔧 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 now has 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 always look for ways to improve maaiiconnect.

v2.5.0

Release Date: 10^th March 2021

🎉 What's new

New On-boarding Journey

We've created new tools to help you explore the maaiiconnect world when you're starting.

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 is someone else 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

🔧 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: 29^th December 2020

🎉 What's new

Video Call Recording is now available!

maaiiconnect now allows you 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.
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 and the associated reports in 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 to 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 and the associated reports in maaiiconnect's reporting features (i.e., Enquiry, Chat, and Visitor Reports).

🔧 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: 19^th November 2020

🎉 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.
Customers can now select the online or offline mode for Data Retention during provisioning.

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, allowing Staff members to log in to maaiiconnect using their network login credentials.
This helps users minimise the instances they need to create, 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 content as Campaign Templates, so they don't have to compose these contents from scratch whenever 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 whenever they access the App, preventing unauthorised access to their or their customers' data.

🔧 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 on the Staff members' Profiles and Account Details.

Others

Various bug fixes and user experience improvements.

v2.2.0

Release Date: 16^th October 2020

🎉 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 sequentially. It allows them to call trees or make outbound call campaigns to target visitors and customers without manually dialling each number.
Staff members can create, pause, resume, or stop a call task; view task status and 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 Admin can turn Engagement mode on or off in the settings of a virtual number in the Numbers section of the maaiiconnect Dashboard.
Staff members can turn Engagement mode on or off 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.

🔧 Improvements

Numbers and Voice Calls

Staff administrators can now view and manage all their virtual and service numbers in one location: the new Numbers menu in the maaiiconnect Dashboard.
Staff administrators can now add 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 to 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 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.
Staff members will now see verification messages to confirm the recipient and sender address when sending 1-on-1 SMS texts from their Contact List or Recent Connections using the Dial Pad.
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 contain 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: 29^th August 2020

🎉 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 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 with 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 get in touch with our Sales Team 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.

🔧 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: 13^th August 2020

🎉 What's new

Smart Greeting is now available!

Smart Greeting is a Widget feature that automatically displays a welcome message to visitors whenever they visit your website. This message pops out just above your minimised maaiiconnect Widget, letting your visitors know they can use the widget to connect and interact with your support agents through calls 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: 19^th July 2020

🎉 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 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 and the associated reports in 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 can 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 and 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.

🔧 Improvements

Chat

Staff members can recall a sent message by hovering over it and clicking 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

The Drag and Drop function lets Staff members share files in a chatroom.
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 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: 15^th May 2020

🎉 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 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 messages to their target recipients using a spreadsheet template.
Dynamic Campaign lets Staff members send the same message to multiple target recipients. It lets them personalise each recipient's message 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 the default variables provided. Staff members can also put unique maaiiconnect web links for each recipient to inform them 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.

🔧 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 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 by logging in to 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: 10^th April 2020

🎉 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 others 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.

🔧 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 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) and 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.
In the chatroom, a staff member can call back a visitor 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: 19^th March 2020

🎉 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 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 improving 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.

🔧 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 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: 16^th January 2020

🎉 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 buttons.

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: 12^th December 2019

🎉 What's new

Instant chat is now available in maaiiconnect!

maaiiconnect Web Widget

Entry Points

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

Chatroom

Visitors can send texts, images, videos, files, and voice notes in the chat rooms.
Visitors can 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

v1.1.0

Release Date: 11^th September 2019

🎉 What's new

maaiiconnect Dashboard

Appearance

Staff Directory - Admin 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 (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 call on mute or 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

In the Enquiry Overview, staff administrators can now see the status of enquiries (Open, Handling, Missed and Closed) in real time.

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

v1.0.2

Release Date: 8^th July 2019

🎉 What's new

maaiiconnect Dashboard

Appearance

Staff administrators can turn the video audio on or off 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.

v1.0.0

Release Date: 10^th June 2019

🎉 What's new

maaiiconnect Dashboard

Widget Configuration

Widget display: Admin can turn off or on the Widget displays at the lower-right corner of the website. This action will not affect the integrated function within the 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.