Every answer, screen by screen.

Open Administration then Getting started with MAYA. The screen lists the setup steps and shows which ones are already done.

Steps are never ticked by hand: they are DERIVED from your data. A step becomes done when the data exists — a connected channel, a filled catalogue, an active sending address. So you cannot declare yourself ready by mistake.

The order that saves the most time: import your data, connect a conversation channel, connect your mailbox, then set what MAYA does on its own.

A new company starts in Careful mode: MAYA proposes and a human approves. Moving to Balanced mode is only offered once MAYA has what it needs to answer correctly — a catalogue, a channel and an agent identity. This is deliberate: without a catalogue, answering your customers alone would serve wrong answers.

Open Administration then Import your data. Five kinds are available: contacts, products and services, suppliers, employees, and opening accounting balances.

The flow is always the same: download the template (it comes in your language), fill it in, upload it, correct the column mapping MAYA proposes, review the preview, then run the import.

A duplicate is COUNTED, never overwritten or merged — first within the file, then against your database. Running the same file twice therefore creates nothing new.

An unreadable row is an error OF THAT ROW: it is not written, the others are, and the preview tells you which one and why. A date reads DD/MM/YYYY or YYYY-MM-DD, never the US format.

Opening balances are the only exception: all or nothing. A balance that does not balance is not an accounting entry, so nothing is written and the reason is stated.

For employees, the department and contract type are LOOKED UP, not created: an import does not invent your org chart. A brand new company has no contract type at all — they depend on the country law — and the import points you to the contract types screen.

Open Marketing then Websites. A site belongs to an entity, and a page is composed of BLOCKS you add and configure.

A page stays a draft until you publish it; the page list says which one is LIVE.

A site is served on a MAYA address, or on your own domain once it points to the server.

Blocks are never filled in twice: the job openings block reads your HR postings, and an application submitted on the site goes back into the HR module.

Each site signs in its own name in its metadata: two brands published from the same company are not declared as created by the same company.

Your site can carry an English version: an empty English field simply leaves the French one.

Open Help and support. The screen is open to ANY person in your workspace: the one who is stuck is not always the one who administers.

Your request goes out with your workspace context — the plan, the subscription state, the screen you are writing from — so the first answer is not a question. Nothing about your own customers is attached.

MAYA does not answer a product help request by itself: the publisher answers, and their answer reaches you by email. Your request RINGS at the publisher, because a blocked customer is urgent.

You can send several requests in a row, within a reasonable hourly limit: it is the publisher queue that is protected, not your right to speak.

To know whether an outage is on your side or on the service side, open the status page, which is public and needs no sign-in. It gives the state per FAMILY — conversations, mail, publishing, automations, documents, data — and never says everything is fine without having measured it.

Open Organisation then Conversation channels, and pick the entity that will own the line.

For Telegram you need the bot token. MAYA queries Telegram to verify the bot, SETS the webhook with its own secret, and only then stores it. A bot added outside this screen is rejected on reception: its messages would stay queued at Telegram.

For WhatsApp you need your Meta app credentials. MAYA reads the number from Meta to confirm, then gives you ONCE the webhook verification token to paste at Meta.

Credentials are encrypted at rest: the screen never shows them again, only their fingerprint. That is why leaving a secret blank keeps the one already stored.

The same bot or the same number cannot be connected to two entities.

If MAYA then does not reply, the connection is not the cause: see the article about the agent not replying.

Open Organisation then Company mailbox. There you connect ONE Microsoft 365 account for the whole company.

The secret is tested with Microsoft BEFORE being written, and it is stored encrypted. It is never readable again: only its fingerprint is shown. Leaving the field blank keeps the stored secret.

The addresses that SEND are set elsewhere, per entity: Organisation then Email senders. This is what lets two brands of the same company each write under their own address.

The Mailbox step of the Getting started screen becomes done when one entity of the company has an active sending address.

First check the channel is connected: Organisation then Conversation channels. A message received on a channel that is not connected is not stored.

Then check autonomy: Administration, AI and automation, All my settings. In Careful mode MAYA PREPARES a reply and waits for a person — that is a new company default.

Check your remaining AI replies: Administration then My plan. Once the plan allocation and the packs are exhausted, MAYA stays silent, the customer message remains, and administrators are notified.

Check your subscription, on the same screen. In read-only or suspended state, automations and the agent are stopped: this is intended.

Finally, a conversation taken over by a human or escalated does not return to MAYA by itself. Live conversations are visible under Commercial then Conversations.

If none of these five causes applies, ask the publisher for help from the Help and support screen: your request goes out with your workspace context.

Open Sales then Quotes. A quote belongs to an entity, and its lines come from THAT entity catalogue: a product from another brand is refused by name.

MAYA refuses the same service twice on one quote: it does not merge them into a single line with quantity two, because that would keep a wrong total while making it look tidy.

The quote carries its currency, and the exchange rate used is FROZEN at issue: a quote from March keeps its amount in October, even if rates moved.

Sending goes out on ONE messaging channel — the most recent of the conversation — and email comes IN ADDITION when the address exists. A customer reachable on two messengers does not receive the same document twice.

The PDF is rebuilt whenever the quote content changes: the customer always receives the current amount, never the file from before the change.

The sent date is only set if something REALLY went out: a quote whose sending failed stays in your follow-up lists.

Open Sales then Invoices. An invoice is created from an accepted quote, or directly by your team.

MAYA does NOT create an invoice on its own from a mere intention: an invoice is born when the customer asks to pay. Without that rule, your database fills with amounts nobody owes.

Creating an invoice does not DELIVER it. Two different facts live on the record: the delivery date says it went out, the status says where the PAYMENT stands. Confusing them makes invoices invisible to collection.

Delivery goes out on a single messaging channel, email in addition when it exists, and it states the BALANCE, never the total.

Automatic delivery is set on the Invoice delivery screen. It is off by default, and the screen shows how many invoices would go out if you turned it on.

Open Organisation then Commercial documents. The logo is uploaded FOR AN ENTITY: each brand signs its documents in its own name.

The file uploaded there is served immediately — nothing to wait for, nothing to redeploy.

You can upload a second version of the logo for DARK BACKGROUNDS. Documents with a dark cover take it first: without it, a logo made for white reads as a sticker pasted on a night cover.

The entity primary colour does not only dress the social cards: it is the header colour of your commercial documents. Changing it changes every quote.

The rest of the application look is set on the Branding screen.

Open Sales then Payments, or record the payment from the invoice itself.

A payment distinguishes three amounts: what CREDITS the account, in the account currency; what SETTLES the invoice, in the invoice currency; and what enters treasury, in your company currency.

Paying into an account in a currency that is not its own is REFUSED, never converted: an exchange is a separate operation, with its own rate and fees.

The gap between the rate frozen at invoice issue and the rate at payment is recorded as an exchange gain or loss. Without it, an invoice in another currency would never settle exactly and would stay partial forever.

The accounting entry is posted AFTER the payment is recorded. If it fails, the payment is not lost: it is set aside to be reprocessed.

The accounts themselves are managed under Treasury.

The list of invoices and their balance is under Sales then Invoices.

An invoice is only chased if it WAS DELIVERED to the customer. This is deliberate: chasing an invoice the customer never received makes the dunning letter their first news.

So start by delivering what has not been delivered, then if you wish turn on automatic delivery on the Invoice delivery screen.

Automatic dunning exists, but its setting HAS NO SCREEN YET today: it is set with the publisher. The All my settings screen lists every automation setting and says, for each, where it is set — and which ones have no screen yet.

Ask for it from the Help and support screen: your request goes out with your workspace context.

Open Sales then Analytics. The screen covers the entities selected in the header, in four panes.

Days sales outstanding (DSO): outstanding divided by the amount invoiced over the period, in days, per entity and in ITS currency. With nothing invoiced over the period, no delay is shown: that is not zero.

Aged balance: what each customer still owes, ranked by how late it is. There is one total per currency, never a grand total: two currencies do not add up.

Expected receipts: each amount due is placed on its due date, shifted by THIS customer's usual delay. An unpaid amount that is past both its due date and the customer's habit sits in no period: nobody can date it, and the screen says so separately.

Commissions: they are computed from RULES the company sets on this same screen (for one salesperson or all, for one entity or the whole company, on invoiced or collected amounts, always excluding tax). Without a rule there is no commission. An invoice with no salesperson is attributed to no one: it is counted separately. This pane is reserved for invoice administration.

Nothing is paid from this screen: the commission statement is read, it pays no one.

The currencies you use are managed under Organisation then Currencies. The default currency is set on the entity, not on the application.

Rates live under Organisation then Exchange rates. Loading a rate ADDS a dated row, it never overwrites the previous one: the rate applied to a document is the most recent one BEFORE its date. That is what makes an old quote keep its amount.

A MISSING rate refuses issuing a document in another currency, naming the currency and the date. An OUTDATED rate warns and lets through — the threshold is a setting.

MAYA never converts 1 to 1 when a rate is missing: that would invoice an amount unrelated to reality.

The CFA franc is not quoted, it is PEGGED to the euro: its parity is a constant, never downloaded, so it cannot drift from one day to the next.

Amounts in several currencies are never added together: screens show the total per currency.

Open Organisation then Users to create an account and assign its roles.

The number of users is capped by your plan. The cap is enforced on ALL creation paths — screen, invitation, import — and it also counts people from another company you granted access to.

A plan with no declared cap enforces none. If the cap is reached, the My plan screen tells you what the next plan opens.

What a person sees depends on their ROLES, and a role applies to an entity: the Roles screen decides that, not the Users screen.

Some roles — administration and management — require two-factor authentication. It is set up at that person first sign-in.

Open Organisation then Roles. A role gathers rights per module: read, create, update, delete, export, import, administer.

A role is always granted ON AN ENTITY, and one person can hold roles on several entities at once. This is what lets an accountant see two brands and a salesperson only one.

The SCOPE decides what lists return: their own records, their team records, one entity, or all entities.

The entity selector at the top of the screen NARROWS the view, it never widens it: it cannot show what the roles do not allow.

A module your plan does not open cannot be opened by a role: the right is the only door, the plan decides what exists.

The Two-factor authentication required checkbox on a role enforces the second factor for whoever receives it. Unchecking it never disables a second factor already in place.

Open HR then Employees. An employee is a person in your organisation; that is not the same as a MAYA user, which is a sign-in account.

At least one CONTRACT TYPE is required to create an employee, and a new company has NONE: contract types depend on your country law, so nothing guesses them. Set them under Administration, HR, Contract types.

An employee is never deleted: they are deactivated, reactivated, or archived. Archiving is final, and every state change leaves a trace.

To create many employees at once, use the guided import: the department and contract type are looked up there, never created.

The file an employee fills in themselves can go through a validation: see HR then Profile reviews.

An employee opens My space. There they find their dashboard, tasks, leave, attendance, timesheets, documents and equipment.

My space is partitioned by THE PERSON, never by an entity: each person only sees what concerns them. That is why an employee does not need HR module rights to use it.

An employee who manages others also sees My team: their direct reports and the members of the departments they head, sub-departments included. That team is read from the org chart, never written by hand — without reporting lines, the screen counts the gaps in your org chart.

On their tasks, the employee changes ONLY the status, and only if they are the assignee or the supervisor.

What an employee may do with their own file is set under Administration, HR, Employee space.

Open Administration, AI and automation, then All my settings.

Each area has four positions: none (the action is not executed), propose (MAYA prepares, a person approves), automatic after a delay (the proposal goes out on its own once the delay passes if nobody took over), and automatic.

Three presets exist: Careful, Balanced and Autonomous. Balanced reproduces exactly the behaviour from before this setting existed. Careful requires approval for anything that writes to a customer, commits money or changes records. A new company starts Careful.

The setting applies to the whole company, or to one entity — the entity wins over the company.

A setting is a CEILING: it can hold an action back, it never releases what a mechanism already handed to a person.

The same screen then lists the other automation settings of the product and the screen where each one is set.

Open Administration, AI and automation, then Who receives what.

A sales escalation goes to the least busy person in the rotation. A technical, administrative or HR escalation goes to the referent of that nature; if they are on leave, deactivated or cannot open the entity, to their stand-in; otherwise, to the rotation.

People copied are notified of every escalation, without being in charge of it.

People are chosen by name; the screen shows their roles and last login. A service account, a deactivated account or a person who cannot open the entity is refused.

Every change goes through a preview (before, after, warnings), then a confirmation. A confirmed setting is active; a setting saved but switched off is shown as such.

An entity setting replaces the company setting for that entity: the preview warns when it creates one.

The same setting can be made by instruction to MAYA (tool admin_escalades_orientation_regler), with the same preview and confirmation.

What MAYA says about your offering comes from your DATA, not from an instruction text. Three places matter.

The catalogue, under Catalogue: it holds your products, your services and their prices. A service priced on request is recorded as such rather than at zero, otherwise MAYA would announce zero.

The knowledge base, under Administration, AI and automation: it holds what does not fit in a product record. A corrected text is reconsidered for search there.

Your entity record, under Organisation then Entities: description, address and contact details. MAYA serves them exactly as written there.

The Agent identity screen only sets the WAY of speaking — the name, the tone, the stance. A fact is not written there: an instruction cannot be corrected from a screen, data can.

MAYA never COUNTS and never converts on its own: a number it states is read from your data.

If it states something false, it is data to correct, and the correction is served at the next exchange.

Open Organisation then Entities. An entity carries its legal name, country, currency, legal identifiers and logo.

All your business data lives in the same database, and the entity is what partitions it: a quote, an invoice, a contact belong to an entity. Several brands can therefore share one database without mixing.

The number of entities is capped by your plan, and the cap is enforced on every creation path.

An entity country is never assumed: it decides its taxation and its accounting standard. An entity without a country makes tax calculations refuse rather than apply a scale that is not yours.

Each entity speaks in its own name: its recruitment address, its email senders and its commercial documents are set per entity.

Two-factor authentication is required by the ROLE: administration and management. Someone receiving such a role sets it up at their next sign-in.

Enrolment shows a QR code to scan in your authenticator app, then asks for a code to confirm. At that step MAYA also shows your BACKUP CODES: keep them, they are what opens the door if you lose your phone.

A code already used is refused even if it is still displayed: wait for the next one. This is replay protection, not a defect.

The sign-in form accepts a backup code instead of the app code.

If your workspace was just created, sign-in may answer that the workspace is being prepared: its database is being set up and you receive an email as soon as it is ready.

Open Administration then My plan. There you see your plan, your subscription state and its due date.

A new workspace starts with a free fourteen-day trial, with no payment at sign-up.

The state is DERIVED from dates: trial, active, past due (access stays full for a while), read-only, then suspended. In read-only you can read and export; automations and the agent are stopped.

Subscribing or renewing happens from this screen. The invoice is issued by the product publisher, and payment is by Mobile Money, card, or the manual means the publisher offers.

No invoice is issued without your consent: automatic renewal can be switched off from the same screen.

No day is lost: a period starts at the end of the current one, not at the moment of payment.

The counter is on the My plan screen, and a reminder sits in the header when your plan carries an allocation.

What is counted is a REPLY SENT to a third party: a conversation reply on any channel, a comment reply, a ticket reply, a reply from the chat on one of your websites.

What is NOT counted: MAYA follow-ups and internal analyses. They are part of the plan cost.

Consumption order is the plan allocation, then your pack balance, which does not expire. Alerts go out at 80 and 100 per cent.

When everything is used up MAYA stays silent: the customer message remains and administrators are notified. A pack is bought from My plan.

Images, videos and stock photo banks are not part of the plan: they use your own keys, on the Your service keys screen.