{"data":{"id":"671830","string_id":"EMyn2tLd","status":"1","parent_id":"671820","slug":"administration","order":"7","name":"Administration","type":"1","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","author":"","published_time":"1764925478","add_time":"1764902125","update_time":"1765439340","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","tags":[],"parent_name":"USER MANUALS","parent_type":"1","parent_slug":"cx-user-manual","child":[{"id":"672308","string_id":"YrRUcfP7","status":"1","parent_id":"671830","slug":"my-sites","order":"23","name":"My Sites","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"My Sites","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925505","add_time":"1764917111","update_time":"1765943344","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672308\", \"671830\", \"671820\"]","content":{"content_id":"672308","content":"Register and list your website domains where you will install the CINNOX Widget.\n\n> \ud83d\udc4d\n>\n> You can list up to 50 domains in one CINNOX service.\n\n> \u2757\ufe0f\n>\n> * If you install the CINNOX widget on an unregistered domain, your visitors cannot make enquiries to your staff agents.\n> * You can install CINNOX on multiple domains but install up to one CINNOX service on the same domain.\n\n* Go to **Administration** > **Widget** > **Installation**from the navigation menu.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/YrRUcfP7\/b30ce9e102dffaf671fdb73bda62640f.png)\n\n* On the Widget Installation page, click the **Edit** button, then click on the **Add Domain** button that will appear in the \u201cMy Sites\u201d section.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/YrRUcfP7\/5ed1c28bf5017164db368b4def1cfd29.png)\n\n* Type in a domain following the wildcard format, e.g., \\*.samplesite1.com.\n* Click on **Register**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/YrRUcfP7\/7790343c1003b663fb7c411bfe8653d4.png)\n> \ud83d\udcd8\n>\n> You can remove a registered domain anytime, but you cannot add it again to your CINNOX service until after 30 days.\n\n\n\nInstall the CINNOX Widget on any website. Refer to the following section of this Guide:","pure_content":"Register and list your website domains where you will install the CINNOX Widget.\n\n\ud83d\udc4d\nYou can list up to 50 domains in one CINNOX service.\n\n\n\u2757\ufe0f\n\nIf you install the CINNOX widget on an unregistered domain, your visitors cannot make enquiries to your staff agents.\nYou can install CINNOX on multiple domains but install up to one CINNOX service on the same domain.\n\n\n\nGo to Administration > Widget > Installationfrom the navigation menu.\n\n\n\nOn the Widget Installation page, click the Edit button, then click on the Add Domain button that will appear in the \u201cMy Sites\u201d section.\n\n\n\nType in a domain following the wildcard format, e.g., *.samplesite1.com.\nClick on Register.\n\n\n\n\ud83d\udcd8\nYou can remove a registered domain anytime, but you cannot add it again to your CINNOX service until after 30 days.\n\nInstall the CINNOX Widget on any website. Refer to the following section of this Guide:","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917112","update_time":"1765943344"},"pure_content":"Register and list your website domains where you will install the CINNOX Widget.\n\n\ud83d\udc4d\nYou can list up to 50 domains in one CINNOX service.\n\n\n\u2757\ufe0f\n\nIf you install the CINNOX widget on an unregistered domai"},{"id":"672320","string_id":"IteNDbIP","status":"1","parent_id":"671830","slug":"configure-the-widget","order":"22","name":"Configure CINNOX Web Widget","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Configure CINNOX Web Widget","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925523","add_time":"1764917112","update_time":"1765943358","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672320\", \"671830\", \"671820\"]","content":{"content_id":"672320","content":"The following configuration is available for your CINNOX Web Widget in the Web Dashboard.\n\n* [A toggle button to display or hide the Widget on the web page](\/docs\/configure-the-widget#displaying-or-hiding-the-widget-from-the-web-page)\n* [A drop-down menu to select the web widget's display language](\/docs\/configure-the-widget#setting-widget-display-language)\n* [A toggle button to enable or disable the staff directory in the web widget](\/docs\/configure-the-widget#enabling-or-disabling-the-staff-directory-in-the-web-widget)\n\nThe Widget Display is enabled by default. Once the CINNOX web widget is installed on your web page, it will automatically be displayed so your website visitors can engage with your staff - customer support- via chat or call conversation.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/9bf6cc1fc8d2eb27f04681ad7705d49a.png)\n\nAssume that you have [Installed the CINNOX Web Widget](\/docs\/embedding-web-widget) on your Website and would like to use Click-to-Acitons buttons (CTAs) instead of a widget. You can hide the Widget accordingly.\n\n## Displaying or Hiding the Widget from the Web Page\n\n**To hide the web widget on our Website:**\n\n* Go to **Administration** > **Widget** > **Customisation**, then on the **Widget Display**, toggle the button OFF.\n* A pop-up confirmation window will appear to confirm the changes. Click **OK**.\n* A toast message will appear that the Widget Settings have been updated.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/e738e906bc1db09bd15f790cbcbddaf7.png)\n\n**To unhide the web widget on our Website:**\n\n* Go to **Administration** > **Widget** > **Customisation**, then toggle the button ON on the **Widget Display**.\n* A toast message will appear that the Widget Settings have been updated.\n\nOn your website, where the CINNOX widget has been installed, a widget will appear at the bottom area of the page.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/c51526b585e1b21f53244d415db22d4d.png)\n\n## Setting Widget Display Language\n\nYou can change the Widget's display language to any language in the drop-down menu.\n\n**To add a new language:**\n\n* Go to **Administration** > **Widget** > **Customisation**, then on the **Widget Language**, click **Edit**.\n* Select the languages for the Widget Language that will match your Website language.\n* Click **Save**. A toast message will appear that the Widget Settings have been updated.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/9181e5218ae04456b9d4bcece00c29c9.png)\n\n* Select the default language to display the Widget on the **Default Widget Language**, mainly for languages not supporting your Website's languages.\n\n> \ud83d\udcd8\n>\n> To configure the Web Widget for each selected language, refer to [Customise Your Widget](\/docs\/customize-your-widget-appearance) for a detailed Guide.\n\nYou can display your support staff contact list on the Widget. This will allow visitors to call or chat directly with a particular staff member.\n\n## Enabling or Disabling the Staff Directory in the Web Widget\n\n**To disable the Staff Directory in the Web Widget:**\n\n* Go to **Administration** > **Widget** > **Customisation**, then toggle the button OFF on the **Staff Directory**.\n* A toast message will appear that the Widget Settings have been updated.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/9ec7c32baf7ae47fc3c3f7d0010f30e4.png)\n\n**To enable the Staff Directory in the Web Widget:**\n\n* Go to **Administration** > **Widget** > **Customisation**, then toggle the button ON on the **Staff Directory**.\n* A toast message will appear that the Widget Settings have been updated.\n* Go to **Administration** > **Organisation** > **Staff**, then find the staff you would like to add to the Staff Directory List that your Website visitors can directly contact.\n* Open the Staff Account Details of the staff member, then find **Handling Destination and Channel** > **Direct Staff Enquiry** and toggle the button ON.\n* A toast message will appear stating that the account details have been updated.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/e8dd253a721fd294a66456ba31d38b53.png)\n\nWhen the Staff Directory is enabled, and a staff member is selected, the visitor can directly contact the staff in the Web Widget.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/7a7c7cfc2057de7a5299331be56e1b86.png)\n\n## Auto-save to Contacts\n\n* When enabled, it automatically saves your visitors as new contacts when their enquiry has been picked up or followed up.\n* Otherwise, you can manually create them as new contacts.\n* The toggle setting is shared between the Pre-Chat and Offline Support Forms.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IteNDbIP\/b4700fcbab19832813bb574dde4bd867.png)","pure_content":"The following configuration is available for your CINNOX Web Widget in the Web Dashboard.\n\n\nA toggle button to display or hide the Widget on the web page\n\n\nA drop-down menu to select the web widget's display language\n\n\nA toggle button to enable or disable the staff directory in the web widget\n\n\nThe Widget Display is enabled by default. Once the CINNOX web widget is installed on your web page, it will automatically be displayed so your website visitors can engage with your staff - customer support- via chat or call conversation.\n\nAssume that you have Installed the CINNOX Web Widget on your Website and would like to use Click-to-Acitons buttons (CTAs) instead of a widget. You can hide the Widget accordingly.\nDisplaying or Hiding the Widget from the Web Page\nTo hide the web widget on our Website:\n\nGo to Administration > Widget > Customisation, then on the Widget Display, toggle the button OFF.\nA pop-up confirmation window will appear to confirm the changes. Click OK.\nA toast message will appear that the Widget Settings have been updated.\n\n\nTo unhide the web widget on our Website:\n\nGo to Administration > Widget > Customisation, then toggle the button ON on the Widget Display.\nA toast message will appear that the Widget Settings have been updated.\n\nOn your website, where the CINNOX widget has been installed, a widget will appear at the bottom area of the page.\n\nSetting Widget Display Language\nYou can change the Widget's display language to any language in the drop-down menu.\nTo add a new language:\n\nGo to Administration > Widget > Customisation, then on the Widget Language, click Edit.\nSelect the languages for the Widget Language that will match your Website language.\nClick Save. A toast message will appear that the Widget Settings have been updated.\n\n\n\nSelect the default language to display the Widget on the Default Widget Language, mainly for languages not supporting your Website's languages.\n\n\n\ud83d\udcd8\nTo configure the Web Widget for each selected language, refer to Customise Your Widget for a detailed Guide.\n\nYou can display your support staff contact list on the Widget. This will allow visitors to call or chat directly with a particular staff member.\nEnabling or Disabling the Staff Directory in the Web Widget\nTo disable the Staff Directory in the Web Widget:\n\nGo to Administration > Widget > Customisation, then toggle the button OFF on the Staff Directory.\nA toast message will appear that the Widget Settings have been updated.\n\n\nTo enable the Staff Directory in the Web Widget:\n\nGo to Administration > Widget > Customisation, then toggle the button ON on the Staff Directory.\nA toast message will appear that the Widget Settings have been updated.\nGo to Administration > Organisation > Staff, then find the staff you would like to add to the Staff Directory List that your Website visitors can directly contact.\nOpen the Staff Account Details of the staff member, then find Handling Destination and Channel > Direct Staff Enquiry and toggle the button ON.\nA toast message will appear stating that the account details have been updated.\n\n\nWhen the Staff Directory is enabled, and a staff member is selected, the visitor can directly contact the staff in the Web Widget.\n\nAuto-save to Contacts\n\nWhen enabled, it automatically saves your visitors as new contacts when their enquiry has been picked up or followed up.\nOtherwise, you can manually create them as new contacts.\nThe toggle setting is shared between the Pre-Chat and Offline Support Forms.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917115","update_time":"1765943358"},"pure_content":"The following configuration is available for your CINNOX Web Widget in the Web Dashboard.\n\n\nA toggle button to display or hide the Widget on the web page\n\n\nA drop-down menu to select the web widget's"},{"id":"672319","string_id":"tbcsriF2","status":"1","parent_id":"671830","slug":"customize-your-widget-appearance","order":"21","name":"Customising Your Widget","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Customising Your Widget","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925538","add_time":"1764917112","update_time":"1765943371","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672319\", \"671830\", \"671820\"]","content":{"content_id":"672319","content":"Enhance your web presence by tailoring the CINNOX Widget directly from the Dashboard. This feature lets you design and personalise various widget styles for different languages, craft greetings, and configure visitor forms. Establish a captivating and uniform widget interface that embodies your corporate image, ensuring a memorable experience for every website visitor.\n\nLet's explore the step-by-step process of customising your Widget to represent your brand identity.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/bd80373f4e069b7c06d614a736218594.png)\n\n# Add New Widget\n\n* Go to **Administration** > **Widget** > **Customisation**.\n* To create another widget, click **Add New Widget** and enter the widget name.\n* If you already have one, click the widget name to customise the Widget with the Basic Settings per language, Smart Greeing and Visitor Forms.\n* **You can add up to 30 widgets for your different websites.**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/0df4611f9c8610989d43fca6cf89a6c7.png)\n\n* Start customising your Widget by language. By default, these languages will have the same Enterprise Name, Master Colour, Widget Icon and In-call Video\/Image.\n + English\n + Chinese (Simplified)\n + Chinese (Traditional)\n + Italian\n + Japanese\n + Korean\n + Russian\n + Spanish\n + Thai\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/24aa81be6143b0064ab8d9d56fe41051.png)\n\n## Basic Settings\n\n### Enterprise Name\n\nThis refers to the Name of your brand\/business displayed on the Widget.\n\nTo enter an enterprise name:\n\n* On the Basic Setting tab, go to **Enterprise Name**, then click **Edit**\n* Enter your business name under the **Enterprise Name** field.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/f96330f4bfd28a02801254402723c0f1.png)\n\n### Master Colour\n\nThe Master Color is assigned to the widget header and buttons. You can select the master colour from preset colour shades or customise it using the colour picker.\n\nTo select a preset master colour:\n\n* On the Basic Setting tab, go to **Master Colour**, then click **Edit**\n* Select the preferred colour.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/3fe6ad72ffdeddd57b8e18957cbe1f60.png)\n\nTo customise the master colour using the colour picker:\n\n* Click on the poly-chromatic circle.\n* Select a colour shade from the colour field. You may also use the slider or enter Hex codes and RGB values to select a colour.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/325e3346ed0ac5ac89140b70a91924f4.png)\n\n### Widget Icon\n\nYou can personalise the widget icon by uploading your brand image file.\n\nTo upload a new widget icon image:\n\n* On the Basic Setting tab, go to **Widget Icon**, then click **Edit**\n* Set the pixels for the **Web Icon Size**, e.g., 72 pixels.\n* Set the pixels for the **Mobile Icon Size**, e.g., 52 pixels.\n\n> \ud83d\udcd8\n>\n> ### Widget Icon Image Specifications\n>\n> * **Format**: JPG or PNG\n> * **File size**: 10 MB or less\n> * **Resolution**: 160 x 160 pixels\n\n* Click on Upload.\n* Browse and select the desired image from your image library.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/f9e2d68ab5c25987db0f30b897990960.png)\n> \ud83d\udcd8\n>\n> ### Important\n>\n> Once you have finished the settings, check the widget icon using Desktop Web and Mobile Web for the look and feel and adjust the pixels accordingly.\n\n### Video and Image\n\nIn-call video can be used to advertise your company's recent promotion or branding, which will be shown to all visitors during a call. The video will be played when the call waits to connect (audio of the video will be played automatically based on the platform limit). At the same time, the image will be shown after the call is connected to avoid distribution.\n\n**You may set a maximum of 10 sets of videos and images, and with every call, the system will play one set randomly.**\n\nTo upload a pair of videos and images:\n\n* On the Basic Setting tab, go to **Video\/Image**, then click **Edit**\n* Click the **Add New Video and Image** in the bottom section.\n* To upload a video, click on **Upload Video**.\n* Browse and select the desired video from your video library.\n* To upload an image, click on **Upload image**.\n* Browse and select the desired image from your image library.\n* After uploading the video and image files, click on **Save**.\n\n> \ud83d\udcd8\n>\n> ### Video File Specifications\n>\n> * **Video format**: MP4\n> * **Video file size**: 20 MB or less\n> * **Suggested video ratio**: 16:9\n\n> \ud83d\udcd8\n>\n> ### Image File Specifications\n>\n> * **Image format**: JPG or PNG\n> * **Image file size**: 20 MB or less\n> * **Image resolution**: 1280 x 720 pixels\n\n**Delete a Widget**\n\n* To delete a widget, click the three-dot icon to view the list and select **Delete**.\n* Confirm the deletion to proceed.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tbcsriF2\/ba722f607886bfb4ccc427b20fdde28b.png)\n\n## Smart Greeting\n\nAutomatically displays a welcome message to website visitors. Refer to the comprehensive guide for customising your [Widget's Smart Greeting.](\/docs\/widget-smart-greeting)\n\n## Visitor Forms\n\nIt equips you with the Pre-Chat and Offline Support Forms that let you gather preliminary information from your visitors before interacting with them. Refer to the comprehensive guide for setting up your [Visitor Forms](\/docs\/visitor-forms).","pure_content":"Enhance your web presence by tailoring the CINNOX Widget directly from the Dashboard. This feature lets you design and personalise various widget styles for different languages, craft greetings, and configure visitor forms. Establish a captivating and uniform widget interface that embodies your corporate image, ensuring a memorable experience for every website visitor.\nLet's explore the step-by-step process of customising your Widget to represent your brand identity.\n\nAdd New Widget\n\nGo to Administration > Widget > Customisation.\nTo create another widget, click Add New Widget and enter the widget name.\nIf you already have one, click the widget name to customise the Widget with the Basic Settings per language, Smart Greeing and Visitor Forms.\n\nYou can add up to 30 widgets for your different websites.\n\n\n\n\nStart customising your Widget by language. By default, these languages will have the same Enterprise Name, Master Colour, Widget Icon and In-call Video\/Image.\n\nEnglish\nChinese (Simplified)\nChinese (Traditional)\nItalian\nJapanese\nKorean\nRussian\nSpanish\nThai\n\n\n\n\nBasic Settings\nEnterprise Name\nThis refers to the Name of your brand\/business displayed on the Widget.\nTo enter an enterprise name:\n\nOn the Basic Setting tab, go to Enterprise Name, then click Edit\n\nEnter your business name under the Enterprise Name field.\nClick on Save.\n\n\nMaster Colour\nThe Master Color is assigned to the widget header and buttons. You can select the master colour from preset colour shades or customise it using the colour picker.\nTo select a preset master colour:\n\nOn the Basic Setting tab, go to Master Colour, then click Edit\n\nSelect the preferred colour.\nClick on Save.\n\n\nTo customise the master colour using the colour picker:\n\nClick on the poly-chromatic circle.\nSelect a colour shade from the colour field. You may also use the slider or enter Hex codes and RGB values to select a colour.\nClick on Save.\n\n\nWidget Icon\nYou can personalise the widget icon by uploading your brand image file.\nTo upload a new widget icon image:\n\nOn the Basic Setting tab, go to Widget Icon, then click Edit\n\nSet the pixels for the Web Icon Size, e.g., 72 pixels.\nSet the pixels for the Mobile Icon Size, e.g., 52 pixels.\n\n\n\ud83d\udcd8\nWidget Icon Image Specifications\n\n\nFormat: JPG or PNG\n\nFile size: 10 MB or less\n\nResolution: 160 x 160 pixels\n\n\n\nClick on Upload.\nBrowse and select the desired image from your image library.\nClick on Save.\n\n\n\n\ud83d\udcd8\nImportant\nOnce you have finished the settings, check the widget icon using Desktop Web and Mobile Web for the look and feel and adjust the pixels accordingly.\n\nVideo and Image\nIn-call video can be used to advertise your company's recent promotion or branding, which will be shown to all visitors during a call. The video will be played when the call waits to connect (audio of the video will be played automatically based on the platform limit). At the same time, the image will be shown after the call is connected to avoid distribution.\nYou may set a maximum of 10 sets of videos and images, and with every call, the system will play one set randomly.\nTo upload a pair of videos and images:\n\nOn the Basic Setting tab, go to Video\/Image, then click Edit\n\nClick the Add New Video and Image in the bottom section.\nTo upload a video, click on Upload Video.\nBrowse and select the desired video from your video library.\nTo upload an image, click on Upload image.\nBrowse and select the desired image from your image library.\nAfter uploading the video and image files, click on Save.\n\n\n\ud83d\udcd8\nVideo File Specifications\n\n\nVideo format: MP4\n\nVideo file size: 20 MB or less\n\nSuggested video ratio: 16:9\n\n\n\n\ud83d\udcd8\nImage File Specifications\n\n\nImage format: JPG or PNG\n\nImage file size: 20 MB or less\n\nImage resolution: 1280 x 720 pixels\n\n\nDelete a Widget\n\nTo delete a widget, click the three-dot icon to view the list and select Delete.\nConfirm the deletion to proceed.\n\n\nSmart Greeting\nAutomatically displays a welcome message to website visitors. Refer to the comprehensive guide for customising your Widget's Smart Greeting.\nVisitor Forms\nIt equips you with the Pre-Chat and Offline Support Forms that let you gather preliminary information from your visitors before interacting with them. Refer to the comprehensive guide for setting up your Visitor Forms.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917115","update_time":"1765943371"},"pure_content":"Enhance your web presence by tailoring the CINNOX Widget directly from the Dashboard. This feature lets you design and personalise various widget styles for different languages, craft greetings, and c"},{"id":"672321","string_id":"XermOeAV","status":"1","parent_id":"671830","slug":"widget-smart-greeting","order":"20","name":"Managing Widget's Smart Greeting","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Widget's Smart Greeting","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925553","add_time":"1764917112","update_time":"1765943471","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672321\", \"671830\", \"671820\"]","content":{"content_id":"672321","content":"**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 CINNOX Widget, letting your visitors know they can use the Widget to connect and interact with your support agents through calls or chat. It is an innovative, simple way to create an excellent first impression on your visitors.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/97a9c628b17bd009846afa43dd5ad861.png)\n\n**To add a Greeting to your Widget for each language:**\n\n* Go to **Administration** > **Widget** > **Customisation**.\n* Select the language to begin with, then click **>**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/fb5d9b1c981d1f8eccf029329839c98b.png)\n\nYou will be redirected to the Widget Customisation page with two tabs.\n\n## Basic Settings\n\nThe Basic Setting tab provides brand customisation options to closely align the web widget to your organisation's look and feel.\nRefer to **[Customising Your Widget](\/docs\/customize-your-widget-appearance)** for details on configuring your CINNOX Web Widget.\n\n## Smart Greeting\n\n### Enabling Smart Greeting\n\n**To enable Smart Greeting:**\n\n* Select the **Smart Greeting** tab.\n* Click on **Edit**.\n* Toggle ON the **Enable Smart Greeting in Widget**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/afa61eef7e19d3b6d2cda785db4dadac.png)\n\nOnce you enable Smart Greeting, you can customise its appearance, content, and settings.\n\n#### Greeting Style\n\nYou can choose from the following Smart Greeting Styles:\n\n* **Text Greeting**: The CINNOX Widget displays a simple text message. The message can be a greeting, a question, or an invitation to open the Widget.\n* **Text with Tag**: The CINNOX Widget displays a text message and calls or chat buttons that route to a specific Tag. These interactive buttons let visitors directly engage with your support agents associated with the Tag without opening the Widget and scrolling through its Tag Directory.\n\nTo select a Greeting Style:\n\n* Beside **Greeting Style**, click on the radio button beside your preferred option.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/6942287110514.png)\n\n\nEnabling Smart Greeting\n\n#### Greeting Headline and Greeting Message\n\nThese refer to the main message or greeting you want from the minimised CINNOX Widget whenever a visitor visits your website.\n\n* In the **Greeting Headline**, type in the headline text that you want to capture your visitors' attention immediately. The greeting headline should be 70 characters long.\n* In the **Greeting Message**, type in additional information or details you want to share with your visitors, such as an invitation to contact your support agents. The Greeting Title should be no longer than 100 characters.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/8786ed9b545db2f97631844c38a69bdb.png)\n\n#### Greeting Tag\n\nIf your selected **Greeting Style** is **Text with Tag**, you must choose a Destination Tag where CINNOX will route incoming enquiries from the Smart Greeting.\n\n* Select a Tag from the list of available Tags in the dropdown box.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/6942288577649.png)\n\n\nGreeting Tag\n\n> \ud83d\udcd8\n>\n> It is recommended that a designated Tag meets the following criteria:\n>\n> * Has at least one Destination that supports all languages (or the language you are currently setting);\n> * Has at least one Destination that supports all countries\/regions, and;\n> * Has the Conditional Trigger disabled.\n\n> \ud83d\udcd8\n>\n> To learn more about Tags, refer to this Guide's [Creating New Tags](\/docs\/how-to-create-tags) section.\n\n#### Greeting Schedule\n\nYou can set the Smart Greeting to only display on your website during specific times and days of the week.\n\n* In the **Greeting Schedule**, toggle the button ON to enable this setting.\n* In the **Set Timezone** dropdown list, select the timezone where you wish to display the Smart Greeting.\n* In the **Set Time Range**, select the start and end times you wish to display the Smart Greeting.\n* In the **Set Days of the Week**, click on the days you wish to display the Smart Greeting from the navigation menu.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/694228a95b785.png)\n\n\nGreeting Schedule\n\n### Disabling Smart Greeting\n\nTo Go to the navigation menu, go to **Administration** > **Widget** > **Customisation**.\n\n* Click on \\*\\*English (default)\\*\\*and then the **Smart Greeting** tab.\n* Toggle the **Enable Smart Greeting in Widget** OFF. A pop-up message will appear, asking you to confirm the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/d25474e3da12e99276b988764c642a62.png)\n\n* Toggle OFF the **Enable Smart Greeting in Widget**.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/9164392258192da09494124b52e18840.png)\n\n## Preview Panel\n\nThe preview panel displays the real-time rendering of your Widget's Smart Greeting as you configure the Smart Greeting tab.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/XermOeAV\/fa8bb35edb3c6eb51ebd6f19c108c0f8.png)","pure_content":"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 CINNOX Widget, letting your visitors know they can use the Widget to connect and interact with your support agents through calls or chat. It is an innovative, simple way to create an excellent first impression on your visitors.\n\nTo add a Greeting to your Widget for each language:\n\nGo to Administration > Widget > Customisation.\nSelect the language to begin with, then click >.\n\n\nYou will be redirected to the Widget Customisation page with two tabs.\nBasic Settings\nThe Basic Setting tab provides brand customisation options to closely align the web widget to your organisation's look and feel.\nRefer to Customising Your Widget for details on configuring your CINNOX Web Widget.\nSmart Greeting\nEnabling Smart Greeting\nTo enable Smart Greeting:\n\nSelect the Smart Greeting tab.\nClick on Edit.\nToggle ON the Enable Smart Greeting in Widget.\n\n\nOnce you enable Smart Greeting, you can customise its appearance, content, and settings.\nGreeting Style\nYou can choose from the following Smart Greeting Styles:\n\n\nText Greeting: The CINNOX Widget displays a simple text message. The message can be a greeting, a question, or an invitation to open the Widget.\n\nText with Tag: The CINNOX Widget displays a text message and calls or chat buttons that route to a specific Tag. These interactive buttons let visitors directly engage with your support agents associated with the Tag without opening the Widget and scrolling through its Tag Directory.\n\nTo select a Greeting Style:\n\nBeside Greeting Style, click on the radio button beside your preferred option.\n\n\nEnabling Smart Greeting\nGreeting Headline and Greeting Message\nThese refer to the main message or greeting you want from the minimised CINNOX Widget whenever a visitor visits your website.\n\nIn the Greeting Headline, type in the headline text that you want to capture your visitors' attention immediately. The greeting headline should be 70 characters long.\nIn the Greeting Message, type in additional information or details you want to share with your visitors, such as an invitation to contact your support agents. The Greeting Title should be no longer than 100 characters.\n\n\nGreeting Tag\nIf your selected Greeting Style is Text with Tag, you must choose a Destination Tag where CINNOX will route incoming enquiries from the Smart Greeting.\n\nSelect a Tag from the list of available Tags in the dropdown box.\nClick on Save.\n\n\nGreeting Tag\n\n\ud83d\udcd8\nIt is recommended that a designated Tag meets the following criteria:\n\nHas at least one Destination that supports all languages (or the language you are currently setting);\nHas at least one Destination that supports all countries\/regions, and;\nHas the Conditional Trigger disabled.\n\n\n\n\ud83d\udcd8\nTo learn more about Tags, refer to this Guide's Creating New Tags section.\n\nGreeting Schedule\nYou can set the Smart Greeting to only display on your website during specific times and days of the week.\n\nIn the Greeting Schedule, toggle the button ON to enable this setting.\nIn the Set Timezone dropdown list, select the timezone where you wish to display the Smart Greeting.\nIn the Set Time Range, select the start and end times you wish to display the Smart Greeting.\nIn the Set Days of the Week, click on the days you wish to display the Smart Greeting from the navigation menu.\nClick on Save.\n\n\nGreeting Schedule\nDisabling Smart Greeting\nTo Go to the navigation menu, go to Administration > Widget > Customisation.\n\nClick on **English (default)**and then the Smart Greeting tab.\nToggle the Enable Smart Greeting in Widget OFF. A pop-up message will appear, asking you to confirm the action.\n\n\n\nToggle OFF the Enable Smart Greeting in Widget.\nClick on Save.\n\n\nPreview Panel\nThe preview panel displays the real-time rendering of your Widget's Smart Greeting as you configure the Smart Greeting tab.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917116","update_time":"1765943471"},"pure_content":"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 CINNOX Widget, letting yo"},{"id":"672323","string_id":"LZ3QOTdp","status":"1","parent_id":"671830","slug":"visitor-forms","order":"19","name":"Managing Visitor Forms","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Visitor Forms","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925568","add_time":"1764917112","update_time":"1765943560","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672323\", \"671830\", \"671820\"]","content":{"content_id":"672323","content":"## Enhance customer experience by personalizing interactions\n\nWith CINNOX visitor forms, you can capture essential information from your customers before interacting with them, foster a strong relationship, and improve the support process by allowing your staff to attend to inquiries immediately and efficiently. Leave a lasting impression on your customers through CINNOX.\n\n[Start for FREE](https:\/\/www.cinnox.com\/pricing.html)\n[Get a Demo](https:\/\/cinnox-20604920.hs-sites.com\/cinnox-get-a-demo?)\n\n**CINNOX Visitor Forms** has the **Pre-Chat Form**, and **Offline Support Form** lets you gather preliminary information from your visitors before interacting with them. These forms help your staff attend to enquiries immediately and efficiently and reduce the time they spend collecting the following details:\n\n* First Name\n* Last Name\n* Email Address\n* Phone Number\n* Company Name\n* Job Title\n* Department\n* Other fields (from the created Custom Field)\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/e3c9831e8b8a065d3633632e303d1b82.png)\n\n## Pre-Chat Form\n\nCINNOX displays the Pre-Chat Form when a visitor clicks on the Widget, opens the web link, or scans the QR code of a tag. This feature is disabled by default.\n\n### Enabling Pre-Chat Form\n\n* Go to **Administration** > **Widget** > **Visitor Forms**, then click the **Pre-Chat Form** tab.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/694228d05110f.png)\n\nVisitor Forms\n\n* Toggle the button **ON**.\n\nThe page will expand the additional settings for the following:\n\n* Terms\n* Greetings\n* Form Field\n\n#### Terms\n\nTerms refer to your Company's Terms and Conditions, Terms of Use or Policies you want to be acknowledged by your visitors.\n\nTo enable the Terms:\n\n* Click on **Edit**.\n* Toggle the button **ON**.\n* Enter the URL that links your company's Legal page.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/22be3e28cd0fb3292506a998d559ceec.png)\n\n### Form Field\n\nAdd fields in the Form to gather visitors' information before interacting with them.\n\n* Click on **Edit**.\n* There are suggested fields that you can keep, such as the First Name, Last Name, Email Address, Phone Number and Company Name.\n* Click the **bin icon** to remove the field.\n* Click on **Add New Field**, and a pop-up window will appear. Add more fields such as Job Title, Department and other fields created from the [Custom Fields for External Contacts](\/docs\/managing-contact-custom-field).\n* Click on the **checkbox** of each field to add in the form field, then click **Add**.\n* Click the **Required checkbox** to make the field mandatory for the visitor to fill.\n* Click the **Verification checkbox** for the Phone Number field to verify the visitor's phone number.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/b88f2be21cd5628325cbc776c04a7156.png)\n\n#### Preview Panel\n\nThe preview panel on the page's left side displays what the Form looks like for your visitors.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/1e90e401e29e8f8478f47eeac4cdbf05.png)\n\n### Receive Emails after Enquiries have been Closed\n\nTo ensure a satisfactory visitor experience, summary emails containing enquiry details will be sent to the email addresses provided in the pre-chat Form as records once the enquiries are closed. Additionally, agents handling these enquiries will receive summary emails for their records.\n\n* Visitors initiate enquiries and leave their email addresses in the pre-chat visitor form.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/6403e4348efd743c35a7146f239bfd57.jpg)\n\n* Visitors will receive summary emails sent to the email addresses in the pre-chat Form.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/b0a0401cc05cb08cf6b838948dad459d.jpg)\n\n* Agents will receive summary emails containing visitors' profiles and enquiry details.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/e2a2acf8cf7ca74285aacd0512fabc37.jpg)\n> \ud83d\udcd8\n>\n> The emails will only be sent if the email addresses provided in the pre-chat form are automatically saved in the pre-chat form, saved as a contact, or merged\/linked to the existing contacts in the enquiry rooms.\n\n### Disabling Pre-Chat Form\n\nTo disable the Pre-Chat Form:\n\n* Go to **Administration** > **Widget** > **Visitor Forms**, then click the **Pre-Chat Form** tab.\n* In the Pre-Chat Form, toggle the button **OFF**.\n\n## Offline Support Form\n\nCINNOX displays the Offline Support Form whenever staff members cannot answer a visitor enquiry on time. This feature is disabled by default.\n\n### Enabling Offline Support Form\n\n* Go to **Administration** > **Widget** > **Visitor Forms**, then click the **Offline Support Form** tab.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/b81e172a3ed739de49f8ca79aaa2b84f.png)\n\n* Toggle the button **ON**.\n\nThe page will expand the additional settings for the following:\n\n* Terms\n* Message\n* Greetings\n* Form Field\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/68190badd7dd5235901ccb7f97b4f2c8.png)\n\n#### Message\n\nThe Message box is the space for the visitor to provide more information, e.g., enquiry, help, support and other details.\n\n* To make it mandatory, click the **Required checkbox**.\n\n#### Terms\n\nTerms refer to your Company's Terms and Conditions, Terms of Use or Policies you want to be acknowledged by your visitors.\n\nTo enable the Terms:\n\n* Click on **Edit**.\n* Toggle the button **ON**.\n* Enter the URL that links your company's Legal page.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/fe87b7322f93fbfc681e4d408ed784ee.png)\n\n### Form Field\n\nAdd fields in the Form to gather visitors' information before interacting with them.\n\n* Click on **Edit**.\n* There are suggested fields that you can keep, such as the First Name, Last Name, Email Address, Phone Number and Company Name.\n* Click the **bin icon** to remove the field.\n* Click on **Add New Field**, and a pop-up window will appear. Add more fields such as Job Title, Department and other fields created from the [Custom Fields for External Contacts](\/docs\/managing-contact-custom-field).\n* Click on the **checkbox** of each field to add in the form field, then click **Add**.\n* Click the **Required checkbox** to make the field mandatory for the visitor to fill.\n* Click the **Verification checkbox** for the Phone Number field to verify the visitor's phone number.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/e838b5b7e2e2ded6b3632a084a5f49c5.png)\n\n#### Preview Panel\n\nThe preview panel on the page's left side displays what the Form looks like for your visitors.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/aa42a4bb7f3fb2e2d9f102a33204802f.png)The visitor's details in the Pre-Chat Form will appear in the chat room conversation details to the staff handling the visitor enquiry.\n\nAs a staff, you can retrieve the visitor details from the Offline Support Form in the [Enquiry Overview](\/docs\/inquiry-overview) and the chat room when [following up on a missed enquiry](\/docs\/agent-follow-up-missed-inquiries).\n\nWhen the visitor sends multiple offline support forms, all their enquiries are aggregated and display the latest contact details in the Missed Enquiry window - Enquiry and Visitor Details.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/694228fa2fa9f.png)\n\nMissed Enquiry - Enquiry and Visitor Details\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LZ3QOTdp\/694229034b8f6.png)\n\n\nChat room - when following up on a missed enquiry\n\n### Disabling Offline Support Form\n\nTo disable the Offline Support Form:\n\n* Go to **Administration** > **Widget** > **Visitor Forms**, then click the **Offline Support Form** tab.\n* In the Offline Support Form, toggle the button **OFF**.","pure_content":"Enhance customer experience by personalizing interactions\nWith CINNOX visitor forms, you can capture essential information from your customers before interacting with them, foster a strong relationship, and improve the support process by allowing your staff to attend to inquiries immediately and efficiently. Leave a lasting impression on your customers through CINNOX.\nStart for FREE\nGet a Demo\nCINNOX Visitor Forms has the Pre-Chat Form, and Offline Support Form lets you gather preliminary information from your visitors before interacting with them. These forms help your staff attend to enquiries immediately and efficiently and reduce the time they spend collecting the following details:\n\nFirst Name\nLast Name\nEmail Address\nPhone Number\nCompany Name\nJob Title\nDepartment\nOther fields (from the created Custom Field)\n\n\nPre-Chat Form\nCINNOX displays the Pre-Chat Form when a visitor clicks on the Widget, opens the web link, or scans the QR code of a tag. This feature is disabled by default.\nEnabling Pre-Chat Form\n\nGo to Administration > Widget > Visitor Forms, then click the Pre-Chat Form tab.\n\n\nVisitor Forms\n\nToggle the button ON.\n\nThe page will expand the additional settings for the following:\n\nTerms\nGreetings\nForm Field\n\nTerms\nTerms refer to your Company's Terms and Conditions, Terms of Use or Policies you want to be acknowledged by your visitors.\nTo enable the Terms:\n\nClick on Edit.\nToggle the button ON.\nEnter the URL that links your company's Legal page.\nClick on Save.\n\n\nForm Field\nAdd fields in the Form to gather visitors' information before interacting with them.\n\nClick on Edit.\nThere are suggested fields that you can keep, such as the First Name, Last Name, Email Address, Phone Number and Company Name.\nClick the bin icon to remove the field.\nClick on Add New Field, and a pop-up window will appear. Add more fields such as Job Title, Department and other fields created from the Custom Fields for External Contacts.\nClick on the checkbox of each field to add in the form field, then click Add.\nClick the Required checkbox to make the field mandatory for the visitor to fill.\nClick the Verification checkbox for the Phone Number field to verify the visitor's phone number.\nClick on Save.\n\n\nPreview Panel\nThe preview panel on the page's left side displays what the Form looks like for your visitors.\n\nReceive Emails after Enquiries have been Closed\nTo ensure a satisfactory visitor experience, summary emails containing enquiry details will be sent to the email addresses provided in the pre-chat Form as records once the enquiries are closed. Additionally, agents handling these enquiries will receive summary emails for their records.\n\nVisitors initiate enquiries and leave their email addresses in the pre-chat visitor form.\n\n\n\nVisitors will receive summary emails sent to the email addresses in the pre-chat Form.\n\n\n\nAgents will receive summary emails containing visitors' profiles and enquiry details.\n\n\n\n\ud83d\udcd8\nThe emails will only be sent if the email addresses provided in the pre-chat form are automatically saved in the pre-chat form, saved as a contact, or merged\/linked to the existing contacts in the enquiry rooms.\n\nDisabling Pre-Chat Form\nTo disable the Pre-Chat Form:\n\nGo to Administration > Widget > Visitor Forms, then click the Pre-Chat Form tab.\nIn the Pre-Chat Form, toggle the button OFF.\n\nOffline Support Form\nCINNOX displays the Offline Support Form whenever staff members cannot answer a visitor enquiry on time. This feature is disabled by default.\nEnabling Offline Support Form\n\nGo to Administration > Widget > Visitor Forms, then click the Offline Support Form tab.\n\n\n\nToggle the button ON.\n\nThe page will expand the additional settings for the following:\n\nTerms\nMessage\nGreetings\nForm Field\n\n\nMessage\nThe Message box is the space for the visitor to provide more information, e.g., enquiry, help, support and other details.\n\nTo make it mandatory, click the Required checkbox.\n\nTerms\nTerms refer to your Company's Terms and Conditions, Terms of Use or Policies you want to be acknowledged by your visitors.\nTo enable the Terms:\n\nClick on Edit.\nToggle the button ON.\nEnter the URL that links your company's Legal page.\nClick on Save.\n\n\nForm Field\nAdd fields in the Form to gather visitors' information before interacting with them.\n\nClick on Edit.\nThere are suggested fields that you can keep, such as the First Name, Last Name, Email Address, Phone Number and Company Name.\nClick the bin icon to remove the field.\nClick on Add New Field, and a pop-up window will appear. Add more fields such as Job Title, Department and other fields created from the Custom Fields for External Contacts.\nClick on the checkbox of each field to add in the form field, then click Add.\nClick the Required checkbox to make the field mandatory for the visitor to fill.\nClick the Verification checkbox for the Phone Number field to verify the visitor's phone number.\nClick on Save.\n\n\nPreview Panel\nThe preview panel on the page's left side displays what the Form looks like for your visitors.\nThe visitor's details in the Pre-Chat Form will appear in the chat room conversation details to the staff handling the visitor enquiry.\nAs a staff, you can retrieve the visitor details from the Offline Support Form in the Enquiry Overview and the chat room when following up on a missed enquiry.\nWhen the visitor sends multiple offline support forms, all their enquiries are aggregated and display the latest contact details in the Missed Enquiry window - Enquiry and Visitor Details.\n\nMissed Enquiry - Enquiry and Visitor Details\n\nChat room - when following up on a missed enquiry\nDisabling Offline Support Form\nTo disable the Offline Support Form:\n\nGo to Administration > Widget > Visitor Forms, then click the Offline Support Form tab.\nIn the Offline Support Form, toggle the button OFF.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917116","update_time":"1765943560"},"pure_content":"Enhance customer experience by personalizing interactions\nWith CINNOX visitor forms, you can capture essential information from your customers before interacting with them, foster a strong relationshi"},{"id":"672325","string_id":"NFE3wEBU","status":"1","parent_id":"671830","slug":"staff-management","order":"18","name":"Managing Staff","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Staff","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925584","add_time":"1764917113","update_time":"1765943606","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672325\", \"671830\", \"671820\"]","content":{"content_id":"672325","content":"Staff with an admin role in CINNOX can create role-based accounts for your staff members. Assign teams and roles according to their respective job responsibilities in your organisation.\n\n## Creating Staff Account\n\n**To manually create a new Staff account:**\n\n* Go to **Administration** > **Organisation** > **Staff**, then click **Create Account** at the top of the page.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/6942291f77c8c.png)\n\nStaff Management\n\n* On the **Create Account** page that will appear, fill out the necessary details.\n + All fields marked with **\\*** are mandatory.\n + Other fields are optional.\n\n#### Basic Information\n\n**Personal Information**\n\n* Enter the following details for the Staff member with whom you are creating the Account:\n + First name\n + Last name\n + Email address (must be unique)\n + Phone number\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/b8ab41b40645c568958513a440e17f2b.png)\n\n**Staff Information**\n\n* Select the Staff member's role.\n* Type in the Staff member's job title.\n* Select the Staff member's time zone.\n* Type in the Staff member's unique extension number.\n\n + The system automatically assigns the Staff member one if no extension number is given.\n* Note that the **Data Access Level** will be automatically filled out once a role has been selected. For more information, refer to this Guide's [Managing Roles and Permissions](\/docs\/roles) section.\n* If no **Team** is selected, the system automatically assigns the Staff member to the top-level team, usually the company name.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/0e7a51213f5d59e056c548a3bbacb8c1.png)\n\n**Staff Display Name**\n\n* Upload the Staff member's profile picture.\n* Type in the Staff member's name as you want it to appear to your visitors.\n\n**Other Details**\n\n* To add different display names for the staff member in preferred languages, toggle the ON button for the **Display Name in Selected Languages**.\n* For the Routing Settings, toggle the ON button for the **Handling Destination and Channel** if you want the staff member to appear in Widget's Staff Directory.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/4619c49d0cc490031e7fe40c1890eae8.png)\n\n* After entering all the required information, click on **Next**.\n* On the next page, on the left pane, select the Service Groups you want the Staff member to be associated with, then click **Add >**.\n* Click on **Create**. The newly created Staff account will then be listed on the Staff page.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/9e5baf073a98d182cbdc9dc5a8f0afe2.png)\n\n## Importing Staff Accounts\n\n**To import new Staff accounts in bulk:**\n\n* Go to **Administration** > **Organisation** > **Staff**, then click on **Import** at the top of the screen.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/66b33d59940f6b502174cd1607e13622.png)\n\n* On the **Import** pop-up window that will appear, download and open the CSV template file.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/7aa3f9b43051df475746c39fa1fe3709.png)\n\n* On the CSV template file, remove the first record sample.\n* Add Staff accounts according to the following guidelines:\n + Fill out the following mandatory fields: first name, last name, email address, role, and default display name.\n + When entering phone numbers: start with a (+), followed by the country code, area code, and the actual phone number (e.g., +85212345678).\n + In the role value, select the default roles in CINNOX or the custom roles created in your service from the available options. Refer to this Guide's [Managing Roles and Permissions](\/docs\/roles) section for more information.\n + You can leave the timezone value blank.\n + The extension number must be unique and have three to six digits (e.g., 1111). When left blank, CINNOX will automatically generate the extension number value.\n + Routing settings are disabled by default; enter **True** to enable.\n* Save the updated CSV file.\n* Back on the **Import** pop-up window, drag and drop the saved CSV file in the pop-up window. You may also click **Browse** from the pop-up window, then locate and select the CSV file from your folder.\n* A pop-up message showing numbers of both successful and failed records will appear.\n\n#### Handling Failed Records :\n\n| For example: |\n| --- |\n| 3 record(s) out of 5 record(s) successfully uploaded and added to your Staff Account list. 2 record(s) failed with the following error details. Please download the error records, fix them, and upload them again. |\n\n* On the pop-up window, click **Download** to download the file *ErrorDetail.csv*.\n* Click on **Cancel** to close the pop-up window.\n* Open *ErrorDetail.csv* and check the error details in column AA. Each record will show an error log.\n* Correct the details for each record directly on the *ErrorDetail.csv* file, then save the changes.\n* Back on the **Import** pop-up window, upload the updated *ErrorDetail.csv* file by dragging and dropping it in the pop-up window. You can also click **Browse** from the pop-up window, then locate and select the CSV file from your folder.\n* A pop-up message showing numbers of both successful and failed records will appear.\n\n### How to handle the case of the splitting text in the CSV file\n\nUsing a comma (,) to split the text is the function of the CSV file. When importing the CSV file with the comma between texts, the text will be split into the next column in the file after the file upload.\n\n#### Splitting text in the CSV file\n\nFor example, when you enter **Manager, Marketing Department** into the column **Job Title**, the file is shown below:\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/89abe5c4b89a69c5ad35b128868d415d.jpg)\n\nAfter the file upload, the text is shown below:\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/afd225458432855f551eef654129fc1b.jpg)\n\nAs the text **Manager, Marketing Department** is added in the column **Job Title** after the filled CSV file is uploaded, the texts are split into two columns, **Manager** in the column **Job Title** and **Marketing Department** in the column **Timezone** respectively.\n\n#### How to avoid splitting text\n\n**Using a text editor**\n\n* Put the text with a comma in the double quote (\"\"), like **\"Manager, Marketing Department\"** and save it as a CSV file when you upload the file.\n\n**Using Excel or style sheet editors**\n\n* Fill in the text in the text format.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/71b4d005ba2d2a070a41ea324bbc81c3.jpg)\n\n* Save the sheet as a CSV file and upload it to the CINNOX.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/e5ed37de1c429f4b7ba7ed08a7a33976.jpg)\n\n* The double quote should be added automatically to the file.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/9c61f439f0eb7bf3542fb86c001fdaea.jpg)\n\n## Activating Staff Account\n\nSee this Guide's [Activating Staff Account](\/docs\/activating-your-account) section for detailed instructions about activating a staff account.\n\n## Viewing and Editing Staff Account\n\n**To view and edit a staff account:**\n\n* Go to **Administration > Organisation > Staff**, then scroll down through or search the Staff account you wish to view or edit.\n* Click on the vertical ellipsis icon ( ) on the right-hand side of the Staff account, then click on **Staff Account Details.**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/6d9fd062a6ef6dfcb5ddd7b9d70ca435.png)\n\n* On the **Staff Account Details** page, click **Edit** for the information you need to edit.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/902d77336edbc23d623ccbe0a3977763.jpg)\n\n* Make the necessary changes, then click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/c24dd3ebbb80efa3eafb275119ce064a.jpg)\n\n## Staff QR Code and Weblink\n\nCINNOX automatically generates a unique QR code and Weblink whenever a new Staff account is created. Staff members can use these as alternative methods for customers to connect with them and the business.\n\nStaff members can download the QR Code in PNG and SVG formats or copy the Weblink URL. They can then share these with their customers through various channels.\n\n## Deactivating Staff Two-Factor Authentication\n\nIf a Staff account has two-factor authentication (2FA) enabled, you may remotely deactivate it should a need arises (e.g. if the Staff member forgot their 2FA codes).\n\nFor more information about 2FA, refer to this Guide's [Staff Two-Factor Authentication](\/docs\/2fa) section.\n\n**To deactivate a Staff account 2FA:**\n\n* Go to **Administration > Organisation > Staff** from the navigation menu, then scroll down through or search the Staff account you wish to deactivate the 2FA.\n* Click on the vertical ellipsis icon ( ) on the right-hand side of the Staff account, then click on **Staff Account Details.**\n* On the **Staff Account Details** page, scroll down to **Staff Two-Factor Authentication** and check if its status is **Active**.\n* Click on **Deactivate**. A pop-up message will appear, asking you to confirm the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/1700a929ea4562d545fa232e58844c7f.jpg)\n\n* Click on **Confirm**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/446894392a1b21bf79539d8a5f0f4410.jpg)\n\n## Suspending Staff Account\n\n**To suspend a Staff account:**\n\n* Go to **Administration > Organisation > Staff** from the navigation menu, then scroll down through or search the Staff account you wish to suspend.\n* Toggle the status **Activated** button to OFF to suspend the Account. A pop-up message will appear, asking you to confirm the action.\n + If you want to transfer the staff member's ongoing enquiries to another staff, click on the drop-down box and select the name of the new staff member you wish to handle the transferred enquiries.\n* Click on **Suspend**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/36f284a179c57f1cb0be7bfcf891f1ef.png)\n\n## Logging Out Staff Account\n\n**To log out of a Staff account:**\n\n* From the navigation menu, go to **Administration > Organisation > Staff**, then scroll down through or search the Staff account you wish to log out of.\n* Click on the vertical ellipsis icon ( ) on the right-hand side of the Staff account, then click on **Logout Account**. A pop-up message will appear, asking you to confirm the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/d88c9e754e2524a74e8e1b6a562ac33e.png)\n\n* Click on **Logout**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/66d32f9fcef672a541e980349ead54b5.png)\n\n## Deleting Staff Account\n\n**To delete a Staff account:**\n\n* Go to **Administration > Organisation > Staff** from the navigation menu, then scroll down through or search for the Staff account you wish to delete.\n* Click on the vertical ellipsis icon ( ) on the Staff account's right-hand side, then click on **Delete Account**. A pop-up message will appear, asking you to confirm the action.\n* If you want to transfer the staff member's ongoing enquiries to another staff, click on the drop-down box and select the name of the new staff member you wish to handle the transferred enquiries.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/7aed4e3102a6f0f24b9cd63b7089e0b3.png)\n\n* Click on **Delete**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NFE3wEBU\/3597cf131caf3c30a48ddfd5ae6cf063.png)\n\nThe deleted Staff will be removed from the Staff list when successfully done.","pure_content":"Staff with an admin role in CINNOX can create role-based accounts for your staff members. Assign teams and roles according to their respective job responsibilities in your organisation.\nCreating Staff Account\nTo manually create a new Staff account:\n\nGo to Administration > Organisation > Staff, then click Create Account at the top of the page.\n\n\nStaff Management\n\nOn the Create Account page that will appear, fill out the necessary details.\n\nAll fields marked with * are mandatory.\nOther fields are optional.\n\n\n\nBasic Information\nPersonal Information\n\nEnter the following details for the Staff member with whom you are creating the Account:\n\nFirst name\nLast name\nEmail address (must be unique)\nPhone number\n\n\n\n\nStaff Information\n\n\nSelect the Staff member's role.\n\n\nType in the Staff member's job title.\n\n\nSelect the Staff member's time zone.\n\n\nType in the Staff member's unique extension number.\n\nThe system automatically assigns the Staff member one if no extension number is given.\n\n\n\nNote that the Data Access Level will be automatically filled out once a role has been selected. For more information, refer to this Guide's Managing Roles and Permissions section.\n\n\nIf no Team is selected, the system automatically assigns the Staff member to the top-level team, usually the company name.\n\n\n\nStaff Display Name\n\nUpload the Staff member's profile picture.\nType in the Staff member's name as you want it to appear to your visitors.\n\nOther Details\n\nTo add different display names for the staff member in preferred languages, toggle the ON button for the Display Name in Selected Languages.\nFor the Routing Settings, toggle the ON button for the Handling Destination and Channel if you want the staff member to appear in Widget's Staff Directory.\n\n\n\nAfter entering all the required information, click on Next.\nOn the next page, on the left pane, select the Service Groups you want the Staff member to be associated with, then click Add >.\nClick on Create. The newly created Staff account will then be listed on the Staff page.\n\n\nImporting Staff Accounts\nTo import new Staff accounts in bulk:\n\nGo to Administration > Organisation > Staff, then click on Import at the top of the screen.\n\n\n\nOn the Import pop-up window that will appear, download and open the CSV template file.\n\n\n\nOn the CSV template file, remove the first record sample.\nAdd Staff accounts according to the following guidelines:\n\nFill out the following mandatory fields: first name, last name, email address, role, and default display name.\nWhen entering phone numbers: start with a (+), followed by the country code, area code, and the actual phone number (e.g., +85212345678).\nIn the role value, select the default roles in CINNOX or the custom roles created in your service from the available options. Refer to this Guide's Managing Roles and Permissions section for more information.\nYou can leave the timezone value blank.\nThe extension number must be unique and have three to six digits (e.g., 1111). When left blank, CINNOX will automatically generate the extension number value.\nRouting settings are disabled by default; enter True to enable.\n\n\nSave the updated CSV file.\nBack on the Import pop-up window, drag and drop the saved CSV file in the pop-up window. You may also click Browse from the pop-up window, then locate and select the CSV file from your folder.\nA pop-up message showing numbers of both successful and failed records will appear.\n\nHandling Failed Records :\n\n\n\n For example:\n\n\n\n\n 3 record(s) out of 5 record(s) successfully uploaded and added to your Staff Account list. 2 record(s) failed with the following error details. Please download the error records, fix them, and upload them again.\n\n\n\n\nOn the pop-up window, click Download to download the file ErrorDetail.csv.\nClick on Cancel to close the pop-up window.\nOpen ErrorDetail.csv and check the error details in column AA. Each record will show an error log.\nCorrect the details for each record directly on the ErrorDetail.csv file, then save the changes.\nBack on the Import pop-up window, upload the updated ErrorDetail.csv file by dragging and dropping it in the pop-up window. You can also click Browse from the pop-up window, then locate and select the CSV file from your folder.\nA pop-up message showing numbers of both successful and failed records will appear.\n\nHow to handle the case of the splitting text in the CSV file\nUsing a comma (,) to split the text is the function of the CSV file. When importing the CSV file with the comma between texts, the text will be split into the next column in the file after the file upload.\nSplitting text in the CSV file\nFor example, when you enter Manager, Marketing Department into the column Job Title, the file is shown below:\n\nAfter the file upload, the text is shown below:\n\nAs the text Manager, Marketing Department is added in the column Job Title after the filled CSV file is uploaded, the texts are split into two columns, Manager in the column Job Title and Marketing Department in the column Timezone respectively.\nHow to avoid splitting text\nUsing a text editor\n\nPut the text with a comma in the double quote (\"\"), like \"Manager, Marketing Department\" and save it as a CSV file when you upload the file.\n\nUsing Excel or style sheet editors\n\nFill in the text in the text format.\n\n\n\nSave the sheet as a CSV file and upload it to the CINNOX.\n\n\n\nThe double quote should be added automatically to the file.\n\n\nActivating Staff Account\nSee this Guide's Activating Staff Account section for detailed instructions about activating a staff account.\nViewing and Editing Staff Account\nTo view and edit a staff account:\n\nGo to Administration > Organisation > Staff, then scroll down through or search the Staff account you wish to view or edit.\nClick on the vertical ellipsis icon ( ) on the right-hand side of the Staff account, then click on Staff Account Details.\n\n\n\n\nOn the Staff Account Details page, click Edit for the information you need to edit.\n\n\n\nMake the necessary changes, then click on Save.\n\n\nStaff QR Code and Weblink\nCINNOX automatically generates a unique QR code and Weblink whenever a new Staff account is created. Staff members can use these as alternative methods for customers to connect with them and the business.\nStaff members can download the QR Code in PNG and SVG formats or copy the Weblink URL. They can then share these with their customers through various channels.\nDeactivating Staff Two-Factor Authentication\nIf a Staff account has two-factor authentication (2FA) enabled, you may remotely deactivate it should a need arises (e.g. if the Staff member forgot their 2FA codes).\nFor more information about 2FA, refer to this Guide's Staff Two-Factor Authentication section.\nTo deactivate a Staff account 2FA:\n\nGo to Administration > Organisation > Staff from the navigation menu, then scroll down through or search the Staff account you wish to deactivate the 2FA.\nClick on the vertical ellipsis icon ( ) on the right-hand side of the Staff account, then click on Staff Account Details.\n\nOn the Staff Account Details page, scroll down to Staff Two-Factor Authentication and check if its status is Active.\nClick on Deactivate. A pop-up message will appear, asking you to confirm the action.\n\n\n\nClick on Confirm.\n\n\nSuspending Staff Account\nTo suspend a Staff account:\n\nGo to Administration > Organisation > Staff from the navigation menu, then scroll down through or search the Staff account you wish to suspend.\nToggle the status Activated button to OFF to suspend the Account. A pop-up message will appear, asking you to confirm the action.\n\nIf you want to transfer the staff member's ongoing enquiries to another staff, click on the drop-down box and select the name of the new staff member you wish to handle the transferred enquiries.\n\n\nClick on Suspend.\n\n\nLogging Out Staff Account\nTo log out of a Staff account:\n\nFrom the navigation menu, go to Administration > Organisation > Staff, then scroll down through or search the Staff account you wish to log out of.\nClick on the vertical ellipsis icon ( ) on the right-hand side of the Staff account, then click on Logout Account. A pop-up message will appear, asking you to confirm the action.\n\n\n\nClick on Logout.\n\n\nDeleting Staff Account\nTo delete a Staff account:\n\nGo to Administration > Organisation > Staff from the navigation menu, then scroll down through or search for the Staff account you wish to delete.\nClick on the vertical ellipsis icon ( ) on the Staff account's right-hand side, then click on Delete Account. A pop-up message will appear, asking you to confirm the action.\nIf you want to transfer the staff member's ongoing enquiries to another staff, click on the drop-down box and select the name of the new staff member you wish to handle the transferred enquiries.\n\n\n\nClick on Delete.\n\n\nThe deleted Staff will be removed from the Staff list when successfully done.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917117","update_time":"1765943606"},"pure_content":"Staff with an admin role in CINNOX can create role-based accounts for your staff members. Assign teams and roles according to their respective job responsibilities in your organisation.\nCreating Staff"},{"id":"672327","string_id":"KxsWfNJp","status":"1","parent_id":"671830","slug":"roles","order":"15","name":"Managing Roles and Permissions","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Roles and Permissions","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925599","add_time":"1764917114","update_time":"1765943756","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672327\", \"671830\", \"671820\"]","content":{"content_id":"672327","content":"CINNOX lets Staff administrators assign different roles to Staff members. Depending on the roles or teams, the Staff members will have different data scopes, e.g., levels of access to data within your CINNOX service and different permissions when using the CINNOX features.\n\nThe staff administrator can use the staff default roles and data access levels to assign tasks to staff members or create custom roles.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/69422979a59f7.png)\n\nCINNOX Roles and Permissions\n> ## \ud83d\udea7\n>\n> Please be aware that **Managing Roles & Permissions** are advanced settings in your CINNOX Service, and you understand their risks. Any changes you make may affect the activities of your staff members.\n\n## Data Access Level\n\nCINNOX allocated the data access level for the Staff default roles accordingly.\nIt would be best if you assigned the Data Access Level when creating a **[Custom Role](\/docs\/roles#custom-roles)**.\n\n```\n \n Data Access Level\n <\/th>\n<\/tr>\n```\n\n```\n \n A staff member can access FULL and ALL account data for your service.\n <\/td>\n<\/tr>\n\n\n \n Department\n <\/td>\n\n \n Departments are distinct functional units within a company, each with its specific responsibilities and areas of focus.\\\n A Staff can access ALL data in the DEPARTMENT to which they belong.\\\n A department can be a Sales Unit, R\\&D, Product Management, Product Development, Finance, Marketing and others. \n <\/td>\n<\/tr>\n\n\n \n Restricted\n <\/td>\n\n \n A Staff can only access their data.\n <\/td>\n<\/tr>\n```\n\n| Role |\n| --- |\n| Full |\n\n## Default Roles\n\nThe table below shows the Staff default roles and their corresponding data access level in the service.\n\n| Role | Data Access Level |\n| --- | --- |\n| Administrator | Full |\n| Supervisor | Department |\n| Agent | Restricted |\n\n> ## \ud83d\udcd8\n>\n> The Staff with the **Leader** and **Manager** roles have been changed to **Supervisor**.\n\n### Feature Permissions\n\nThe table below shows the permission and describes what action it will grant to the feature.\n\n| Permission | Description |\n| --- | --- |\n| Enabled | A Staff can use the feature. It applies mainly to Calling & Messaging, Recording and Plan features. |\n| View | A Staff can see or read contents displayed on their Dashboard or App. It applies mainly to Contacts, Campaigns, Reports and Storage. |\n| Edit | Staff can modify or overwrite the contents displayed on their Dashboard or App. It applies mainly to Contacts, Campaigns, Channels and Service settings. |\n| Download | A Staff can save an offline copy of the contents displayed on their Dashboard or App. It applies mainly to Campaigns and Reports. |\n| Delete | A Staff can save an offline copy of the contents displayed on their Dashboard or App. It applies mainly to Campaigns and Reports. |\n| Approve | A staff member can approve or reject the submitted task or an item another member made. It applies to sending Campaigns. |\n\n### Features and Permissions to the Staff Default Roles\n\nThe table below shows the CINNOX Features available to the Staff - Default Roles and the corresponding Permissions.\n\n```\n \n Administrator\n <\/th>\n\n \n Supervisor\n <\/th>\n\n \n Agent\n <\/th>\n\n \n Remarks\n <\/th>\n<\/tr>\n```\n\n```\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Make and transfer On-net Calls\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n On-net calls within the CINNOX web or mobile app\n <\/td>\n<\/tr>\n\n\n \n Make and transfer Off-net Calls\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Off-net calls to a landline or mobile phone using CINNOX.\n <\/td>\n<\/tr>\n\n\n \n Make Conference Call\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Make Video calls and Screen Sharing\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n It will also allow Staff to make and transfer On-net calls.\n <\/td>\n<\/tr>\n\n\n \n Send SMS\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Create Space (Group Chat)\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Forward Call\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Use Personal Number as Caller and Sender ID\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Recording & Transcription<\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Record Call\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n When the call recording preference is \"Manual\", Staff can press \"Record\" to record their call.\n <\/td>\n<\/tr>\n\n\n \n Access Recording File & Transcript File\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Recording & Transcript\n <\/td>\n\n \n View, Edit\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Enquiry <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Enquiry Overview\n <\/td>\n\n \n View\n <\/td>\n\n \n View\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Join & Take Over Enquiry\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n\n \n It will also allow Staff to access the Enquiry Overview page.\n <\/td>\n<\/tr>\n\n\n \n
Channel <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n **Widget**\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Directory Channel\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Widget Installation\n <\/td>\n\n \n View, Edit\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Customise Widget\n <\/td>\n\n \n View, Edit\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Visitor Form\n <\/td>\n\n \n View, Edit\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n **Number**\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Number\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n Manage Numbers include Virtual Numbers, Service Numbers and Alphanumeric Sender ID management.\n <\/td>\n<\/tr>\n\n\n \n Manage Prompt\n <\/td>\n\n \n View, Edit, Delete, Download\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n **Social**\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Social Channel\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n **Email**\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Email Channel\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n **Third Party Channel**\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Third Party Channel\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n **Destination**\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Destination\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n It will allow Staff to view the Destination page when any of the Channel's permission access is enabled.\n <\/td>\n<\/tr>\n\n\n \n
Contact <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage External Contact\n <\/td>\n\n \n View, Edit, Delete, Download\n <\/td>\n\n \n View, Edit, Delete, Download\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage External Contact Custom Field\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Campaign <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Smart Messaging (SMS Campaign)\n <\/td>\n\n \n View, Edit, Delete, Download, Approve\n <\/td>\n\n \n View, Edit, Delete, Download, Approve\n <\/td>\n\n \n View, Edit, Delete, Download\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Create Smart Calling (Call Campaign)\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Tools & Automation <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Workflow\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Label\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n Edit\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Auto Close Enquiry\n <\/td>\n\n \n View, Edit\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Public Canned Response\n <\/td>\n\n \n View, Edit, Delete, Download\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Data Source\n <\/td>\n\n \n View, Edit, Delete, Download\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Report <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Dashboard\n <\/td>\n\n \n View\n <\/td>\n\n \n View\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Enquiry Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Call Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Conference Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Chat Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access SMS Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Visitor Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Staff Report\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Storage <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Storage\n <\/td>\n\n \n View, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Organisation <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Staff (Internal Contact)\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n View\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Team\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Security <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Manage Login Authentication\n <\/td>\n\n \n View, Edit, Delete\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Audit Log\n <\/td>\n\n \n View, Download\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n
Plan <\/span> <\/p><\/b>\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n\n\n \n Access Plan Monitoring, Company Profile, Marketplace, Invoice \/ Receipt and Rate Table\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n Enabled\n <\/td>\n\n \n\n <\/td>\n\n \n\n <\/td>\n<\/tr>\n```\n\n| Feature |\n| --- |\n| Calling & Messaging |\n\n> ## \ud83d\udc4d\n>\n> When creating a new Custom Role, you can manage what features and permissions you should assign to the new role accordingly.\n\n## Custom Roles\n\n### Creating a Custom Role\n\nStaff administrators can create custom roles based on any default roles and data scope available in CINNOX to align with their organisation's requirements.\n\n**To create a new custom role:**\n\n* Go to **Administration** > **Organisation** > **Roles and Permissions**.\n* Under **Custom Roles**, click the **Create Role** button at the right side of the page.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/ef0c711b0460a5da5d4feabfdf87c601.png)\n\n* Enter the **Role Name** you must create in the pop-up window.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/a30b45458a6165dead0969614c117f55.png)\n\n* Select a data access level for the new custom role on the **Data Scope** dropdown box.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/0b7ba4ffbfa5b1677e8afa5789b110f5.png)\n\n* Select a role close to the new custom role you must create as the base on the **Roles & Permissions** dropdown box.\n* Click on **Next**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/7e2d1c01b6bbb81873e0ff82faef58ae.png)\n\n* On the **Create Role** page, scroll down and tick or untick the checkboxes next to the features and permissions. You may use the **Quick Access** links on the right side of the page to jump to specific sections of the features list.\n\n + If you wish to undo all your changes in the permissions settings, click on **Reset Settings**.\n + If you want to edit the Role Name and Data Scope you previously entered, click on **Edit** under each of these details on the lower-right side of the screen.\n* Click on **Create**. CINNOX will automatically save this new role and redirect you to the role's details page, where you can edit its Feature Permissions and assign Staff members.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/6be7f6e70769b40f0b0c6706e7cc2b1d.png)\n\n### Viewing and Editing a Custom Role\n\n**To view and edit a Custom Role**:\n\n* Go to **Administration** > **Organisation** > **Roles and Permissions**.\n* Under **Custom Roles**, find and click for a custom role you want to view.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/bf1d0142dadb519dd4be5ebfc420fa24.png)\n\nThe Feature Permissions for the selected Custom Role details page appear.\n\n* Click **Edit Permissions** to modify the feature and permission of the custom role.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/694229bf61d5b.png)\n\nRole details\n\n* On the page that will appear, scroll down through and tick or untick the checkboxes next to the features and permissions. You may use the **Quick Access** links on the right side of the page to jump to specific sections of the features list.\n + If you wish to undo all your changes in the permissions settings, click on **Reset Settings**.\n + If you wish to edit the Role Name and Data Scope, click on **Edit** under each of these details on the lower-right side of the screen.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/caada876582fd8e85e6b7e73dd7b2642.png)\n\n* Click on **Save**. A pop-up message will appear, \"This action will immediately affect staff with this role and cannot be undone.\" I am asking you to confirm the changes.\n* You can add a note for the change, but it is optional, then click on **Continue**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/ca76c07bc234475c4570cf15aa68eed8.png)\n> ## \ud83d\udea7\n>\n> You can only edit the permission settings of custom roles. CINNOX Default roles cannot be edited.\n\n### Deleting a Custom Role\n\n**To delete a Role:**\n\n* Go to **Administration** > **Organisation** > **Roles and Permissions**.\n* Under **Custom Roles**, go to the custom role you wish to delete, but ensure no staff member is assigned to it. Otherwise, you have to re-assign the Staff to a new role first.\n* Click on the **trash** icon on the right. A pop-up message will appear asking for confirmation of the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/879df72e196922d0bac6eb63b08a55da.png)\n\n* Click on **Delete**. The created custom role will be removed from the list.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/8d3adcd03a42c2c44fb39192e1e22996.png)\n> ## \ud83d\udea7\n>\n> You can only delete created custom roles. CINNOX Default roles cannot be deleted.\n\n## Assign Role to Staff\n\n### Assigning a Role to a New Staff Member\n\nTo assign a role to a new Staff member, refer to the **[Staff Management](\/docs\/staff-management)** section of this Guide.\n\n### Re-assigning a Role to an existing Staff Member\n\nA Staff administrator can assign existing Staff members new roles by adding them to a newly-created role or moving them out of an existing one.\n\n**To add a Staff Member to a new Role:**\n\n* Go to **Administration** > **Organisation** > **Roles and Permissions**.\n* Click on any of the listed default roles under **Default Roles** or on any of the custom roles listed under **Custom Roles**.\n* On the details page under Custom Roles, click on **Assign Staff Member**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/d0cc917694c9560a4ad780478442e401.png)\n\n* On the pop-up window that will appear, scroll down through or search for the Staff member you wish to add, then tick the checkbox beside their name.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/abd3c194a9fc42f92b1b38600cab5d6a.png)\n\n* Enter an optional Change Note, then click on **Assign**. The Staff member will then be added to this new role and removed from their previous one.\n\n**To transfer a Staff Member from an existing Role:**\n\n* Go to **Administration** > **Organisation** > **Roles and Permissions**.\n* Click on any of the listed default roles under **Default Roles** or on any of the custom roles listed under **Custom Roles**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/1b488e4b99e40922f1cf788308ffa7b9.png)\n\n* On the details page that will appear, under **Custom Roles**, find the Staff members you wish to assign to another Role, tick the checkboxes beside their names, then click on **Assign Other Role**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/9a9aec0293a754601060d823e0dbaf84.png)\n\n* Select the new role you wish to assign to the Staff members in the pop-up window.\n* Enter Change Note but optional, then click on **Assign**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KxsWfNJp\/29a3eb671ed110f8e7dcdcb6c9399d52.png)\n\nThe Staff member will then be removed from the current role and added to the new one.","pure_content":"CINNOX lets Staff administrators assign different roles to Staff members. Depending on the roles or teams, the Staff members will have different data scopes, e.g., levels of access to data within your CINNOX service and different permissions when using the CINNOX features.\nThe staff administrator can use the staff default roles and data access levels to assign tasks to staff members or create custom roles.\n\nCINNOX Roles and Permissions\n\n\ud83d\udea7\nPlease be aware that Managing Roles & Permissions are advanced settings in your CINNOX Service, and you understand their risks. Any changes you make may affect the activities of your staff members.\n\nData Access Level\nCINNOX allocated the data access level for the Staff default roles accordingly.\nIt would be best if you assigned the Data Access Level when creating a Custom Role.\n Data Access Level\n\n\n A staff member can access FULL and ALL account data for your service.\n\n\n\n Department\n\n Departments are distinct functional units within a company, each with its specific responsibilities and areas of focus.\\\n A Staff can access ALL data in the DEPARTMENT to which they belong.\\\n A department can be a Sales Unit, R\\&D, Product Management, Product Development, Finance, Marketing and others.\n\n\n\n Restricted\n\n A Staff can only access their data.\n\n\n\n\n\n Role\n\n\n\n\n Full\n\n\n\nDefault Roles\nThe table below shows the Staff default roles and their corresponding data access level in the service.\n\n\n\n Role\n Data Access Level\n\n\n\n\n Administrator\n Full\n\n\n Supervisor\n Department\n\n\n Agent\n Restricted\n\n\n\n\n\ud83d\udcd8\nThe Staff with the Leader and Manager roles have been changed to Supervisor.\n\nFeature Permissions\nThe table below shows the permission and describes what action it will grant to the feature.\n\n\n\n Permission\n Description\n\n\n\n\n Enabled\n A Staff can use the feature. It applies mainly to Calling & Messaging, Recording and Plan features.\n\n\n View\n A Staff can see or read contents displayed on their Dashboard or App. It applies mainly to Contacts, Campaigns, Reports and Storage.\n\n\n Edit\n Staff can modify or overwrite the contents displayed on their Dashboard or App. It applies mainly to Contacts, Campaigns, Channels and Service settings.\n\n\n Download\n A Staff can save an offline copy of the contents displayed on their Dashboard or App. It applies mainly to Campaigns and Reports.\n\n\n Delete\n A Staff can save an offline copy of the contents displayed on their Dashboard or App. It applies mainly to Campaigns and Reports.\n\n\n Approve\n A staff member can approve or reject the submitted task or an item another member made. It applies to sending Campaigns.\n\n\n\nFeatures and Permissions to the Staff Default Roles\nThe table below shows the CINNOX Features available to the Staff - Default Roles and the corresponding Permissions.\n Administrator\n\n Supervisor\n\n Agent\n\n Remarks\n\n\n \n\n \n\n \n\n \n\n\n\n Make and transfer On-net Calls\n\n Enabled\n\n Enabled\n\n Enabled\n\n On-net calls within the CINNOX web or mobile app\n\n\n\n Make and transfer Off-net Calls\n\n Enabled\n\n Enabled\n\n Enabled\n\n Off-net calls to a landline or mobile phone using CINNOX.\n\n\n\n Make Conference Call\n\n Enabled\n\n Enabled\n\n Enabled\n\n \n\n\n\n Make Video calls and Screen Sharing\n\n Enabled\n\n Enabled\n\n Enabled\n\n It will also allow Staff to make and transfer On-net calls.\n\n\n\n Send SMS\n\n Enabled\n\n Enabled\n\n Enabled\n\n \n\n\n\n Create Space (Group Chat)\n\n Enabled\n\n Enabled\n\n Enabled\n\n \n\n\n\n Forward Call\n\n Enabled\n\n Enabled\n\n Enabled\n\n \n\n\n\n Use Personal Number as Caller and Sender ID\n\n Enabled\n\n Enabled\n\n Enabled\n\n \n\n\n\n Recording & Transcription\n\n \n\n \n\n \n\n \n\n\n\n Record Call\n\n Enabled\n\n Enabled\n\n Enabled\n\n When the call recording preference is \"Manual\", Staff can press \"Record\" to record their call.\n\n\n\n Access Recording File & Transcript File\n\n View, Download\n\n View, Download\n\n View, Download\n\n \n\n\n\n Manage Recording & Transcript\n\n View, Edit\n\n \n\n \n\n \n\n\n\n Enquiry\n\n \n\n \n\n \n\n \n\n\n\n Access Enquiry Overview\n\n View\n\n View\n\n View\n\n \n\n\n\n Join & Take Over Enquiry\n\n Enabled\n\n Enabled\n\n \n\n It will also allow Staff to access the Enquiry Overview page.\n\n\n\n Channel\n\n \n\n \n\n \n\n \n\n\n\n **Widget**\n\n \n\n \n\n \n\n \n\n\n\n Manage Directory Channel\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n Manage Widget Installation\n\n View, Edit\n\n \n\n \n\n \n\n\n\n Customise Widget\n\n View, Edit\n\n \n\n \n\n \n\n\n\n Manage Visitor Form\n\n View, Edit\n\n \n\n \n\n \n\n\n\n **Number**\n\n \n\n \n\n \n\n \n\n\n\n Manage Number\n\n View, Edit, Delete\n\n \n\n \n\n Manage Numbers include Virtual Numbers, Service Numbers and Alphanumeric Sender ID management.\n\n\n\n Manage Prompt\n\n View, Edit, Delete, Download\n\n \n\n \n\n \n\n\n\n **Social**\n\n \n\n \n\n \n\n \n\n\n\n Manage Social Channel\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n **Email**\n\n \n\n \n\n \n\n \n\n\n\n Manage Email Channel\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n **Third Party Channel**\n\n \n\n \n\n \n\n \n\n\n\n Manage Third Party Channel\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n **Destination**\n\n \n\n \n\n \n\n \n\n\n\n Manage Destination\n\n View, Edit, Delete\n\n \n\n \n\n It will allow Staff to view the Destination page when any of the Channel's permission access is enabled.\n\n\n\n Contact\n\n \n\n \n\n \n\n \n\n\n\n Manage External Contact\n\n View, Edit, Delete, Download\n\n View, Edit, Delete, Download\n\n View, Edit, Delete\n\n \n\n\n\n Manage External Contact Custom Field\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n Campaign\n\n \n\n \n\n \n\n \n\n\n\n Manage Smart Messaging (SMS Campaign)\n\n View, Edit, Delete, Download, Approve\n\n View, Edit, Delete, Download, Approve\n\n View, Edit, Delete, Download\n\n \n\n\n\n Create Smart Calling (Call Campaign)\n\n Enabled\n\n Enabled\n\n Enabled\n\n \n\n\n\n Tools & Automation\n\n \n\n \n\n \n\n \n\n\n\n Manage Workflow\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n Manage Label\n\n View, Edit, Delete\n\n View, Edit, Delete\n\n Edit\n\n \n\n\n\n Manage Auto Close Enquiry\n\n View, Edit\n\n View\n\n \n\n \n\n\n\n Manage Public Canned Response\n\n View, Edit, Delete, Download\n\n \n\n \n\n \n\n\n\n Manage Data Source\n\n View, Edit, Delete, Download\n\n \n\n \n\n \n\n\n\n Report\n\n \n\n \n\n \n\n \n\n\n\n Access Dashboard\n\n View\n\n View\n\n View\n\n \n\n\n\n Access Enquiry Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Access Call Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Access Conference Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Access Chat Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Access SMS Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Access Visitor Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Access Staff Report\n\n View, Download\n\n View, Download\n\n View\n\n \n\n\n\n Storage\n\n \n\n \n\n \n\n \n\n\n\n Manage Storage\n\n View, Delete\n\n \n\n \n\n \n\n\n\n Organisation\n\n \n\n \n\n \n\n \n\n\n\n Manage Staff (Internal Contact)\n\n View, Edit, Delete\n\n View\n\n \n\n \n\n\n\n Manage Team\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n Security\n\n \n\n \n\n \n\n \n\n\n\n Manage Login Authentication\n\n View, Edit, Delete\n\n \n\n \n\n \n\n\n\n Access Audit Log\n\n View, Download\n\n \n\n \n\n \n\n\n\n Plan\n\n \n\n \n\n \n\n \n\n\n\n Access Plan Monitoring, Company Profile, Marketplace, Invoice \/ Receipt and Rate Table\n\n Enabled\n\n Enabled\n\n \n\n \n\n\n\n\n\n Feature\n\n\n\n\n Calling & Messaging\n\n\n\n\n\ud83d\udc4d\nWhen creating a new Custom Role, you can manage what features and permissions you should assign to the new role accordingly.\n\nCustom Roles\nCreating a Custom Role\nStaff administrators can create custom roles based on any default roles and data scope available in CINNOX to align with their organisation's requirements.\nTo create a new custom role:\n\nGo to Administration > Organisation > Roles and Permissions.\nUnder Custom Roles, click the Create Role button at the right side of the page.\n\n\n\nEnter the Role Name you must create in the pop-up window.\n\n\n\nSelect a data access level for the new custom role on the Data Scope dropdown box.\n\n\n\nSelect a role close to the new custom role you must create as the base on the Roles & Permissions dropdown box.\nClick on Next.\n\n\n\n\nOn the Create Role page, scroll down and tick or untick the checkboxes next to the features and permissions. You may use the Quick Access links on the right side of the page to jump to specific sections of the features list.\n\nIf you wish to undo all your changes in the permissions settings, click on Reset Settings.\nIf you want to edit the Role Name and Data Scope you previously entered, click on Edit under each of these details on the lower-right side of the screen.\n\n\n\nClick on Create. CINNOX will automatically save this new role and redirect you to the role's details page, where you can edit its Feature Permissions and assign Staff members.\n\n\n\nViewing and Editing a Custom Role\nTo view and edit a Custom Role:\n\nGo to Administration > Organisation > Roles and Permissions.\nUnder Custom Roles, find and click for a custom role you want to view.\n\n\nThe Feature Permissions for the selected Custom Role details page appear.\n\nClick Edit Permissions to modify the feature and permission of the custom role.\n\n\nRole details\n\nOn the page that will appear, scroll down through and tick or untick the checkboxes next to the features and permissions. You may use the Quick Access links on the right side of the page to jump to specific sections of the features list.\n\nIf you wish to undo all your changes in the permissions settings, click on Reset Settings.\nIf you wish to edit the Role Name and Data Scope, click on Edit under each of these details on the lower-right side of the screen.\n\n\n\n\n\nClick on Save. A pop-up message will appear, \"This action will immediately affect staff with this role and cannot be undone.\" I am asking you to confirm the changes.\nYou can add a note for the change, but it is optional, then click on Continue.\n\n\n\n\ud83d\udea7\nYou can only edit the permission settings of custom roles. CINNOX Default roles cannot be edited.\n\nDeleting a Custom Role\nTo delete a Role:\n\nGo to Administration > Organisation > Roles and Permissions.\nUnder Custom Roles, go to the custom role you wish to delete, but ensure no staff member is assigned to it. Otherwise, you have to re-assign the Staff to a new role first.\nClick on the trash icon on the right. A pop-up message will appear asking for confirmation of the action.\n\n\n\nClick on Delete. The created custom role will be removed from the list.\n\n\n\n\ud83d\udea7\nYou can only delete created custom roles. CINNOX Default roles cannot be deleted.\n\nAssign Role to Staff\nAssigning a Role to a New Staff Member\nTo assign a role to a new Staff member, refer to the Staff Management section of this Guide.\nRe-assigning a Role to an existing Staff Member\nA Staff administrator can assign existing Staff members new roles by adding them to a newly-created role or moving them out of an existing one.\nTo add a Staff Member to a new Role:\n\nGo to Administration > Organisation > Roles and Permissions.\nClick on any of the listed default roles under Default Roles or on any of the custom roles listed under Custom Roles.\nOn the details page under Custom Roles, click on Assign Staff Member.\n\n\n\nOn the pop-up window that will appear, scroll down through or search for the Staff member you wish to add, then tick the checkbox beside their name.\n\n\n\nEnter an optional Change Note, then click on Assign. The Staff member will then be added to this new role and removed from their previous one.\n\nTo transfer a Staff Member from an existing Role:\n\nGo to Administration > Organisation > Roles and Permissions.\nClick on any of the listed default roles under Default Roles or on any of the custom roles listed under Custom Roles.\n\n\n\nOn the details page that will appear, under Custom Roles, find the Staff members you wish to assign to another Role, tick the checkboxes beside their names, then click on Assign Other Role.\n\n\n\nSelect the new role you wish to assign to the Staff members in the pop-up window.\nEnter Change Note but optional, then click on Assign.\n\n\nThe Staff member will then be removed from the current role and added to the new one.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917116","update_time":"1765943755"},"pure_content":"CINNOX lets Staff administrators assign different roles to Staff members. Depending on the roles or teams, the Staff members will have different data scopes, e.g., levels of access to data within your"},{"id":"672328","string_id":"CjzV44WF","status":"1","parent_id":"671830","slug":"teams","order":"14","name":"Managing Teams","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Teams","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925612","add_time":"1764917114","update_time":"1765943804","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672328\", \"671830\", \"671820\"]","content":{"content_id":"672328","content":"CINNOX lets you group your staff members into **Teams** and **Sub-Teams**. These teams may represent your company's organisational structure or workgroups within a division, making it easier for staff members to look up to and get to know their colleagues better and improve collaboration.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/cdf08a5aa1452db037017aa1757c04ea.png)\n\n## Setting up Team Structures Video Tutorial\n\nIn this step-by-step guide, we will cover everything you need to know to ensure your Team is set up for success. From understanding the different team structures and their benefits to setting up roles and responsibilities, we've got you covered. So, get ready to streamline your processes, data access and permissions.\n\nBy default, there is one main or top-level Team in your CINNOX Account, which all staff members are initially under. This Team represents your company or organisation. You can add sub-teams under this, where you can subsequently move your Staff members.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/5cec0a5a005a0a56cda5c2c72afca50a.png)\n\n## Viewing Teams\n\n**To view your teams:**\n\n* From the navigation menu, go to **Administration > Organisation > Team**.\n* On the Team page, you will be able to view the following details:\n + Your main Team - Company\n + Sub-team under the main Team\n + Staff members in the main Team\n + Staff members in the sub-teams of the main Team\n + Team structure\n\nWhen you click on a team listed under the main Team or in the Structure pane, the page will display similar details, such as the Team's next-level sub-teams and the Staff members listed under them.\n\n## Team Structure\n\nThe Structure pane serves as a visual outline or organisational tree of all the teams and sub-teams in your CINNOX service. It also serves as a quick navigation tool for Staff members and administrators to view and manage a team's details and settings.\n\n> \ud83d\udcd8\n>\n> The team structure of your CINNOX service plays a vital role in the [Data Access Level and Roles and Permissions](\/docs\/roles#data-access-level) of your CINNOX data.\n>\n> Staff with FULL or DEPARTMENT data access can see activity, e.g., reports data of other staff under the same team structure.\n\nTo view the details of a specific team, click on its **name**.\n\nIf sub-teams are inside a team, click the **arrow icon** to expand or collapse the structure pane's view.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/694229efacb74.png)\n\nTeam Structure\n\n## Adding Teams\n\n**To add a team within the main Team or to add a sub-team within a team:**\n\n* From the navigation menu, go to **Administration > Organisation > Team**.\n* On the Team page, click on **Add Sub-Team**. You may also go to the **Structure** pane and click on the (+) button next to the name of the Team where you wish to add a sub-team into.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/b1fc01671f8ea22d9a093cd223b64e1d.png)\n\n* On the pop-up window that will appear, type in the name of the sub-team you wish to add. A team name should be no longer than 50 characters.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/f36bbcaf4cf92087d25f23df2997224b.png)\n\nOn the **Team** field, make sure the correct Team is selected.\n\n* You may click the **>** arrow next to a team's name to bring up the list of teams where you can add the sub-team you are creating. You may also use the search bar to type in the correct Team.\n* Click on **Select**.\n* Click on **Create**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/3d87f9d7b6f40ef0cf883205b977404f.gif)\n\n## Renaming Teams\n\n**To change the display name of a team or sub-team:**\n\n* From the navigation menu, go to **Administration > Organisation > Team**.\n* On the Team page, on the **Structure** pane, scroll down through and search for the Team you wish to rename, then click on its name.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/d5884ce8fd433a37e393e494a20f70bd.png)\n\n* On the Team's details page that will appear, click on the vertical ellipsis icon ( ) next to its name, then click on **Rename**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/3cfa0bc1f46edafa95086cf696716152.png)\n\n* On the pop-up window that will appear, type in the new name for your Team. A team name should be no longer than 50 characters.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/6d84e1c8936f9695abbdd9ef18b7966e.png)\n\n* Click on **Save**.\n\n## Deleting Teams\n\n**To delete a team or sub-team:**\n\n* From the navigation menu, go to **Administration > Organisation > Team**.\n* On the Team page, on the **Structure** pane, scroll down through and search for the Team you wish to remove, then click on its name.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/83017a1d6b0498127f0e0efa234445be.png)\n\n* On the Team's details page that will appear, click on the vertical ellipsis icon ( ) next to its name, then click on **Delete**. A pop-up message will appear, asking you to confirm the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/73d512fe125a5604f7c436c4d5bc6dcb.png)\n\n* Click on **Delete**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/c85d1e6dce6922de0b323f87ca144eb3.png)\n> \ud83d\udcd8\n>\n> * You cannot delete the main or top-level Team that serves as your company or organisation name.\n> * You cannot delete a team if there are Staff members still listed inside it. You need to move these Staff members first to another team before you can delete the current one.\n\n## Managing Staff Members in a Team\n\n**To add a staff member to a team:**\n\n* From the navigation menu, go to **Administration > Organisation > Team**.\n* On the Team page, on the **Structure** pane, scroll down through and search for the Team you wish to add a Staff member to, then click on its name.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/c0dd497fbd6d61e44991c01d42783b27.png)\n\n* On the Team's details page that will appear, click on **Add Staff Member(s)**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/6eae37b55cc161a66b8d9bcce944a75a.png)\n\n* On the pop-up window that will appear, scroll down through or search for the Staff member you wish to add, then tick the checkbox next to their name.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/0cfee2583933104dfd8b94e584cc9963.png)\n\n* Click on **Add**.\n\n**To transfer a staff member to another team:**\n\n* From the navigation menu, go to **Administration > Organisation > Team**.\n* On the Team page, type in the name of the Staff member you wish to transfer to another team.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/72ca1552003dd32ff6efae24b8b05481.png)\n\n* From the Staff search results, look for the name of the Staff member you wish to transfer, then click on **Move** on the right side of their details.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/8f0b3137117b7c7d7eb10e1003204aae.png)\n\n* On the pop-up window that will appear, click on the **<** or **>** arrows next to a team's name to find the correct Team to which you wish to transfer the Staff member. You may also use the search bar to type in the correct Team.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/CjzV44WF\/e59518f63b96128b28a3c229d1ca5be6.png)\n\n* Click on **Move**.","pure_content":"CINNOX lets you group your staff members into Teams and Sub-Teams. These teams may represent your company's organisational structure or workgroups within a division, making it easier for staff members to look up to and get to know their colleagues better and improve collaboration.\n\nSetting up Team Structures Video Tutorial\nIn this step-by-step guide, we will cover everything you need to know to ensure your Team is set up for success. From understanding the different team structures and their benefits to setting up roles and responsibilities, we've got you covered. So, get ready to streamline your processes, data access and permissions.\nBy default, there is one main or top-level Team in your CINNOX Account, which all staff members are initially under. This Team represents your company or organisation. You can add sub-teams under this, where you can subsequently move your Staff members.\n\nViewing Teams\nTo view your teams:\n\nFrom the navigation menu, go to Administration > Organisation > Team.\nOn the Team page, you will be able to view the following details:\n\nYour main Team - Company\nSub-team under the main Team\nStaff members in the main Team\nStaff members in the sub-teams of the main Team\nTeam structure\n\n\n\nWhen you click on a team listed under the main Team or in the Structure pane, the page will display similar details, such as the Team's next-level sub-teams and the Staff members listed under them.\nTeam Structure\nThe Structure pane serves as a visual outline or organisational tree of all the teams and sub-teams in your CINNOX service. It also serves as a quick navigation tool for Staff members and administrators to view and manage a team's details and settings.\n\n\ud83d\udcd8\nThe team structure of your CINNOX service plays a vital role in the Data Access Level and Roles and Permissions of your CINNOX data.\nStaff with FULL or DEPARTMENT data access can see activity, e.g., reports data of other staff under the same team structure.\n\nTo view the details of a specific team, click on its name.\nIf sub-teams are inside a team, click the arrow icon to expand or collapse the structure pane's view.\n\nTeam Structure\nAdding Teams\nTo add a team within the main Team or to add a sub-team within a team:\n\nFrom the navigation menu, go to Administration > Organisation > Team.\nOn the Team page, click on Add Sub-Team. You may also go to the Structure pane and click on the (+) button next to the name of the Team where you wish to add a sub-team into.\n\n\n\nOn the pop-up window that will appear, type in the name of the sub-team you wish to add. A team name should be no longer than 50 characters.\n\n\nOn the Team field, make sure the correct Team is selected.\n\nYou may click the > arrow next to a team's name to bring up the list of teams where you can add the sub-team you are creating. You may also use the search bar to type in the correct Team.\nClick on Select.\nClick on Create.\n\n\nRenaming Teams\nTo change the display name of a team or sub-team:\n\nFrom the navigation menu, go to Administration > Organisation > Team.\nOn the Team page, on the Structure pane, scroll down through and search for the Team you wish to rename, then click on its name.\n\n\n\nOn the Team's details page that will appear, click on the vertical ellipsis icon ( ) next to its name, then click on Rename.\n\n\n\nOn the pop-up window that will appear, type in the new name for your Team. A team name should be no longer than 50 characters.\n\n\n\nClick on Save.\n\nDeleting Teams\nTo delete a team or sub-team:\n\nFrom the navigation menu, go to Administration > Organisation > Team.\nOn the Team page, on the Structure pane, scroll down through and search for the Team you wish to remove, then click on its name.\n\n\n\nOn the Team's details page that will appear, click on the vertical ellipsis icon ( ) next to its name, then click on Delete. A pop-up message will appear, asking you to confirm the action.\n\n\n\nClick on Delete.\n\n\n\n\ud83d\udcd8\n\nYou cannot delete the main or top-level Team that serves as your company or organisation name.\nYou cannot delete a team if there are Staff members still listed inside it. You need to move these Staff members first to another team before you can delete the current one.\n\n\nManaging Staff Members in a Team\nTo add a staff member to a team:\n\nFrom the navigation menu, go to Administration > Organisation > Team.\nOn the Team page, on the Structure pane, scroll down through and search for the Team you wish to add a Staff member to, then click on its name.\n\n\n\nOn the Team's details page that will appear, click on Add Staff Member(s).\n\n\n\nOn the pop-up window that will appear, scroll down through or search for the Staff member you wish to add, then tick the checkbox next to their name.\n\n\n\nClick on Add.\n\nTo transfer a staff member to another team:\n\nFrom the navigation menu, go to Administration > Organisation > Team.\nOn the Team page, type in the name of the Staff member you wish to transfer to another team.\n\n\n\nFrom the Staff search results, look for the name of the Staff member you wish to transfer, then click on Move on the right side of their details.\n\n\n\nOn the pop-up window that will appear, click on the or > arrows next to a team's name to find the correct Team to which you wish to transfer the Staff member. You may also use the search bar to type in the correct Team.\n\n\n\nClick on Move.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917117","update_time":"1765943804"},"pure_content":"CINNOX lets you group your staff members into Teams and Sub-Teams. These teams may represent your company's organisational structure or workgroups within a division, making it easier for staff members"},{"id":"672314","string_id":"euv6ZW6A","status":"1","parent_id":"671830","slug":"call-recording-transcript","order":"13","name":"Managing Call Recording an Transcript","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Call Recording an Transcript","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925627","add_time":"1764917112","update_time":"1765944039","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672314\", \"671830\", \"671820\"]","content":{"content_id":"672314","content":"When on a call with visitors, customers, or colleagues, taking notes helps you keep track of essential details but may prevent you from listening attentively.\n\nVoice and video call recording let you save your conversations to the cloud and transcribe them using the Speech-to-Text engine powered by Google to revisit your discussions when you need to after the actual call.\n\nCINNOX lets you choose your recording and transcription preferences, select or upload a voice greeting and automatically set a recurring schedule to delete call recording files from your Service Storage.\n\n> \ud83d\udea7\n>\n> You are responsible for configuring and using the recording and transcript features to comply with applicable laws, including jurisdictions requiring prerecording consent.\n\n> \ud83d\udcd8\n>\n> * The audio transcription usage will incur additional charges.\n> * Conference Call will only record voice calls in the conference room.\n\n* Navigate to **Administration** > **Tools & Settings** > **Recording & Transcript**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a121515c.png)\n\n\nRecording & Transcript Settings\n\n## General Settings\n\n### Recording Files Automatic Deletion\n\nSelect how often you would like to automatically delete your call recording files to free up your storage:\n\n* Never - manually select and delete recording files in storage *(default selection)*\n* Weekly - automatically delete all recording files in storage after a week\n* Biweekly - automatically delete all recording files in storage after two weeks\n* Monthly - automatically delete all recording files in storage after a month\n* Quarterly - automatically delete all recording files in storage after three months\n* Semiannually - automatically delete all recording files in storage after six months\n* Annually - automatically delete all recording files in storage after a year\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a2a388ab.png)\n\n\nRecording Files Automatic Deletion\n\n### Transcript Files Automatic Deletion\n\nSelect how often you would like to automatically delete your call recording files to free up your storage:\n\n* Never - manually select and delete recording files in storage *(default selection)*\n* Weekly - automatically delete all recording files in storage after a week\n* Biweekly - automatically delete all recording files in storage after two weeks\n* Monthly - automatically delete all recording files in storage after a month\n* Quarterly - automatically delete all recording files in storage after three months\n* Semiannually - automatically delete all recording files in storage after six months\n* Annually - automatically delete all recording files in storage after a year\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a47ae13f.png)\n\n\nTranscript Files Automatic Deletion\n\n### Recording Greeting\n\nCINNOX provides default voice greetings to select that let your visitors and fellow staff members know that the call is being recorded.\n\nIn the Recording Greeting pane, select the voice greeting you want to use.\nBy default, *greeting-eng.wav* is the chosen greeting that will play when call recording is enabled.\n\nYou can listen to the available greetings and select which will fit your call recording needs.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a52710fd.png)\n\n\nRecording Greeting\n\nBesides, CINNOX allows you to add your recording greeting via uploading an MP3 file or using Text-to-Speech powered by Google.\n\n* In the Recording Greeting pane, select **(+) Add new greeting**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a5c11cb5.png)\n\n\nAdd new greeting\n\nA pop-up window will display to upload a new greeting.\n\n**A. Audio File**\n\n* Type the file name of the greeting to upload; a file name can be of any name but should not exceed 50 chars as the maximum limit.\n* Drag and drop the MP3 file or browse and select the location of the MP3 file to upload.\n* The MP3 must not exceed 10 MB as the maximum limit.\n* You may click the **play** button to listen to the uploaded audio file.\n* You may upload a different file to replace the current file if necessary.\n* Click the **Create** button to complete uploading an audio file greeting.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a7522336.png)\n\n\nMP3 Greeting\n\n**B: Text-to-Speech**\n\n* Type the file name of the greeting to upload; a file name can be of any name but should not exceed 50 chars as the maximum limit.\n* Type or paste the text you want to convert to a voice message. It must not exceed 700 characters as the maximum limit.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a7f5e765.png)\n\n\nTTS Greeting\n\n* You may click the **play** button to listen to the voice message.\n* To select the preferred language and Voice Name, click the settings **gear icon** to expand the page and display the Language and Voice Name drop-down list.\n* Select the language in the drop-down list\n* Select the voice Name in the drop-down list\n* You may click the **play** button to listen to the selected language and voice name.\n* You may refine the text message to fine-tune the message if necessary.\n* Click the **Create** button to complete the steps of uploading a TTS greeting.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422a96a3044.png)\n\n\nTTS Greeting\n\nOnce new call recording greetings are uploaded, they will be available in the recording greeting drop-down list to be selected.\n\n### Default Transcript Language\n\nThe system will automatically detect the language for your audio transcript using the Speech-to-Text engine powered by Google. You can select your preferred language to have a higher accuracy of the audio transcription.\n\n* In the **Default Transcript Language** pane, click on the drop-down list and select your preferred language.\n* Click **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422aa8deb02.png)\n\n\nDefault Transcript Language\n\n## Call Types Recording Preferences\n\nThere are four call types that you can record:\n\n* **Enquiry Call** - record voice and video calls (VoIP-to-VoIP Calls among Visitors and Staff members) in the enquiry room.\n* **Outbound Call** - record outbound (PSTN) voice calls from Dial pad and Contacts.\n* **Internal Call** - record voice and video calls (VoIP-to-VoIP calls among Staff members), including when dialled from an extension number.\n* **Conference Call** - record voice calls in the conference room.\n\n## Setting up the Call Recording and Transcript\n\n### Select how you want to record these call types\n\nIn the **Call Types Recording Preferences** pane, select in the list to set each type to automatic, manual or no recording.\n\n> \ud83d\udcd8\n>\n> By default, each type is set to Manual recording.\n\n* **Automatic recording** means automatically recording a call once it connects.\n* **Manual recording** means you must manually click or tap the call recording icon on the call screen.\n* **No Recording** means there is no call recording icon on the call screen to click or tap in the call screen.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422abb24128.png)\n\n\nCall Types Recording Preferences\n\n> \ud83d\udcd8\n>\n> The call recording function will be disabled when your service data storage becomes full.\n\n### Enabling the Audio Transcription\n\nYour recorded calls will be converted to transcriptions or written text when enabling the call transcription. After the call, the conversation will be accessible as text, and you can download transcript files or take notes on CINNOX to record important information.\n\n* Navigate to **Administration** > **Tools & Settings** > **Recording & Transcript**.\n* In the **Call Types Recording Preferences**, click the **Edit** button in the **Enquiry Call**.\n* By default, all call types are set as **No Transcription**.\n* Choose **Auto Transcription** from the drop-down list to allow Enquiry Calls to convert into transcription, then click the **Save** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422acd763c4.png)\n\nEnquiry Call Transcription\n\n* Click on the **Edit** button in the **Outbound Call**.\n* Choose **Auto Transcription** from the drop-down list to allow Outbound Calls to convert into transcription, then click the **Save** button.\n* Click on the **Edit** button in the **Internal Call**.\n* Choose **Auto Transcription** from the drop-down list to allow Internal Calls to convert into transcription, then click the **Save** button.\n* Click on the **Edit** button in the **Conference Call**.\n* Choose **Auto Transcription** from the drop-down list to allow Conference Calls to convert into transcription, then click the **Save** button.\n\n> \ud83d\udcd8\n>\n> ### Note\n>\n> Depending on the call record settings, your calls may or may not be recorded. Only recorded calls will be converted into text. While enabling the Auto Transcription, make sure that the call recording for the particular call types is set as Manual recording or Auto recording.\n\n### Audio Messages Transcript Preferences\n\nYou may sometimes find yourself in situations where you cannot listen to voice notes or voicemails sent, or you may not understand your customer's or team member's voice. This is when your voice note and voicemails support.\n\n* Navigate to **Administration** > **Tools & Settings** > **Recording & Transcript**\n* In the **Audio Messages Transcript Preferences**, click the **Edit** button in the **Voice Note** pane.\n* Choose **Auto Transcription** from the drop-down list to allow the voice notes to be converted to text, then click on the **Save** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/euv6ZW6A\/69422ae0ad854.png)\n\n\nVoice Note Transcription\n\n* Click on the **Edit** button in the **Voicemail** pane.\n* Choose **Auto Transcription** from the drop-down list to allow the voicemails to be converted to text, then click on the **Save** button.\n\n## Call Detail Report with Call Recording Details\n\nThe call detail report will be updated to include calls (inbound and outbound) and call recordings.\n\nRefer to the **Call Detail Report** inside the [Viewing the Call Report](\/docs\/calls-report) section of this Guide to listen to and download recorded calls.\n\n## Service Storage with Recording Files\n\nYour service storage will keep the recordings made during calls. Refer to the [Managing Storage](\/docs\/storage#audio-and-voice-recording-file) section of this Guide for more details.\n\n## Recording File Size\n\n| Call Type | Recording File Size per minute |\n| --- | --- |\n| 1 to 1 audio call (VoIP or PSTN) | 2 MB |\n| 1 to 1 video (1 camera on) | 2 MB |\n| 1 to 1 video (2 cameras on) | 4 MB |\n| Conference audio | 1 MB |","pure_content":"When on a call with visitors, customers, or colleagues, taking notes helps you keep track of essential details but may prevent you from listening attentively.\nVoice and video call recording let you save your conversations to the cloud and transcribe them using the Speech-to-Text engine powered by Google to revisit your discussions when you need to after the actual call.\nCINNOX lets you choose your recording and transcription preferences, select or upload a voice greeting and automatically set a recurring schedule to delete call recording files from your Service Storage.\n\n\ud83d\udea7\nYou are responsible for configuring and using the recording and transcript features to comply with applicable laws, including jurisdictions requiring prerecording consent.\n\n\n\ud83d\udcd8\n\nThe audio transcription usage will incur additional charges.\nConference Call will only record voice calls in the conference room.\n\n\n\nNavigate to Administration > Tools & Settings > Recording & Transcript.\n\n\nRecording & Transcript Settings\nGeneral Settings\nRecording Files Automatic Deletion\nSelect how often you would like to automatically delete your call recording files to free up your storage:\n\nNever - manually select and delete recording files in storage (default selection)\n\nWeekly - automatically delete all recording files in storage after a week\nBiweekly - automatically delete all recording files in storage after two weeks\nMonthly - automatically delete all recording files in storage after a month\nQuarterly - automatically delete all recording files in storage after three months\nSemiannually - automatically delete all recording files in storage after six months\nAnnually - automatically delete all recording files in storage after a year\n\n\nRecording Files Automatic Deletion\nTranscript Files Automatic Deletion\nSelect how often you would like to automatically delete your call recording files to free up your storage:\n\nNever - manually select and delete recording files in storage (default selection)\n\nWeekly - automatically delete all recording files in storage after a week\nBiweekly - automatically delete all recording files in storage after two weeks\nMonthly - automatically delete all recording files in storage after a month\nQuarterly - automatically delete all recording files in storage after three months\nSemiannually - automatically delete all recording files in storage after six months\nAnnually - automatically delete all recording files in storage after a year\n\n\nTranscript Files Automatic Deletion\nRecording Greeting\nCINNOX provides default voice greetings to select that let your visitors and fellow staff members know that the call is being recorded.\nIn the Recording Greeting pane, select the voice greeting you want to use.\nBy default, greeting-eng.wav is the chosen greeting that will play when call recording is enabled.\nYou can listen to the available greetings and select which will fit your call recording needs.\n\nRecording Greeting\nBesides, CINNOX allows you to add your recording greeting via uploading an MP3 file or using Text-to-Speech powered by Google.\n\nIn the Recording Greeting pane, select (+) Add new greeting\n\n\n\nAdd new greeting\nA pop-up window will display to upload a new greeting.\nA. Audio File\n\nType the file name of the greeting to upload; a file name can be of any name but should not exceed 50 chars as the maximum limit.\nDrag and drop the MP3 file or browse and select the location of the MP3 file to upload.\nThe MP3 must not exceed 10 MB as the maximum limit.\nYou may click the play button to listen to the uploaded audio file.\nYou may upload a different file to replace the current file if necessary.\nClick the Create button to complete uploading an audio file greeting.\n\n\nMP3 Greeting\nB: Text-to-Speech\n\nType the file name of the greeting to upload; a file name can be of any name but should not exceed 50 chars as the maximum limit.\nType or paste the text you want to convert to a voice message. It must not exceed 700 characters as the maximum limit.\n\n\nTTS Greeting\n\nYou may click the play button to listen to the voice message.\nTo select the preferred language and Voice Name, click the settings gear icon to expand the page and display the Language and Voice Name drop-down list.\nSelect the language in the drop-down list\nSelect the voice Name in the drop-down list\nYou may click the play button to listen to the selected language and voice name.\nYou may refine the text message to fine-tune the message if necessary.\nClick the Create button to complete the steps of uploading a TTS greeting.\n\n\nTTS Greeting\nOnce new call recording greetings are uploaded, they will be available in the recording greeting drop-down list to be selected.\nDefault Transcript Language\nThe system will automatically detect the language for your audio transcript using the Speech-to-Text engine powered by Google. You can select your preferred language to have a higher accuracy of the audio transcription.\n\nIn the Default Transcript Language pane, click on the drop-down list and select your preferred language.\nClick Save.\n\n\nDefault Transcript Language\nCall Types Recording Preferences\nThere are four call types that you can record:\n\n\nEnquiry Call - record voice and video calls (VoIP-to-VoIP Calls among Visitors and Staff members) in the enquiry room.\n\nOutbound Call - record outbound (PSTN) voice calls from Dial pad and Contacts.\n\nInternal Call - record voice and video calls (VoIP-to-VoIP calls among Staff members), including when dialled from an extension number.\n\nConference Call - record voice calls in the conference room.\n\nSetting up the Call Recording and Transcript\nSelect how you want to record these call types\nIn the Call Types Recording Preferences pane, select in the list to set each type to automatic, manual or no recording.\n\n\ud83d\udcd8\nBy default, each type is set to Manual recording.\n\n\n\nAutomatic recording means automatically recording a call once it connects.\n\nManual recording means you must manually click or tap the call recording icon on the call screen.\n\nNo Recording means there is no call recording icon on the call screen to click or tap in the call screen.\n\n\nCall Types Recording Preferences\n\n\ud83d\udcd8\nThe call recording function will be disabled when your service data storage becomes full.\n\nEnabling the Audio Transcription\nYour recorded calls will be converted to transcriptions or written text when enabling the call transcription. After the call, the conversation will be accessible as text, and you can download transcript files or take notes on CINNOX to record important information.\n\nNavigate to Administration > Tools & Settings > Recording & Transcript.\nIn the Call Types Recording Preferences, click the Edit button in the Enquiry Call.\nBy default, all call types are set as No Transcription.\nChoose Auto Transcription from the drop-down list to allow Enquiry Calls to convert into transcription, then click the Save button.\n\n\nEnquiry Call Transcription\n\nClick on the Edit button in the Outbound Call.\nChoose Auto Transcription from the drop-down list to allow Outbound Calls to convert into transcription, then click the Save button.\nClick on the Edit button in the Internal Call.\nChoose Auto Transcription from the drop-down list to allow Internal Calls to convert into transcription, then click the Save button.\nClick on the Edit button in the Conference Call.\nChoose Auto Transcription from the drop-down list to allow Conference Calls to convert into transcription, then click the Save button.\n\n\n\ud83d\udcd8\nNote\nDepending on the call record settings, your calls may or may not be recorded. Only recorded calls will be converted into text. While enabling the Auto Transcription, make sure that the call recording for the particular call types is set as Manual recording or Auto recording.\n\nAudio Messages Transcript Preferences\nYou may sometimes find yourself in situations where you cannot listen to voice notes or voicemails sent, or you may not understand your customer's or team member's voice. This is when your voice note and voicemails support.\n\nNavigate to Administration > Tools & Settings > Recording & Transcript\n\nIn the Audio Messages Transcript Preferences, click the Edit button in the Voice Note pane.\nChoose Auto Transcription from the drop-down list to allow the voice notes to be converted to text, then click on the Save button.\n\n\nVoice Note Transcription\n\nClick on the Edit button in the Voicemail pane.\nChoose Auto Transcription from the drop-down list to allow the voicemails to be converted to text, then click on the Save button.\n\nCall Detail Report with Call Recording Details\nThe call detail report will be updated to include calls (inbound and outbound) and call recordings.\nRefer to the Call Detail Report inside the Viewing the Call Report section of this Guide to listen to and download recorded calls.\nService Storage with Recording Files\nYour service storage will keep the recordings made during calls. Refer to the Managing Storage section of this Guide for more details.\nRecording File Size\n\n\n\n Call Type\n Recording File Size per minute\n\n\n\n\n 1 to 1 audio call (VoIP or PSTN)\n 2 MB\n\n\n 1 to 1 video (1 camera on)\n 2 MB\n\n\n 1 to 1 video (2 cameras on)\n 4 MB\n\n\n Conference audio\n 1 MB","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917113","update_time":"1765944039"},"pure_content":"When on a call with visitors, customers, or colleagues, taking notes helps you keep track of essential details but may prevent you from listening attentively.\nVoice and video call recording let you sa"},{"id":"672309","string_id":"zQyyXf25","status":"1","parent_id":"671830","slug":"labels","order":"12","name":"Managing Labels","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Labels","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925640","add_time":"1764917111","update_time":"1765944101","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672309\", \"671830\", \"671820\"]","content":{"content_id":"672309","content":"## Overview\n\nLabels are defined words or combinations of words the staff can use to add more context and filters for **Enquiries** and **External Contacts**.\n\nLabels are a form of tags or keywords used to classify and organise enquiries and external contacts flexibly based on the enquiry type, visitor, intent and others. Label lets you filter enquiry in the Dashboard, Enquiry Overview and Report Details.\n\n## Create a Label\n\nStaff or Admin can create labels to categorise and group their enquiries and external contacts with labels.\n\n* To create a label, navigate to **Administration** > **Tools & Settings** > **Labels**.\n* Click on the **Create Label** button.\n* Enter the Label Name and choose a colour for the Label.\n* Click on the **Create** button to create the Label.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/zQyyXf25\/69422afd383c3.jpg)\n\n\nCreate Label\n\n> \ud83d\udcd8\n>\n> ### Label Naming Conventions Tips\n>\n> * The labels should be unique and not conflict with other labels.\n> * Be mindful of the spelling. Spelling differences in labels affect search results.\n> * Add \\_ or - for the labels with more than one word.\n> * Avoid repetitions of the same word across labels.\n> * Use abbreviations, prefixes and acronyms known to your team.\n\n## Edit a Label\n\nStaff or Admin can edit an existing label at any time as required.\n\n* To edit a label, navigate to **Administration** > **Tools & Settings** > **Labels**.\n* Go to the Label to be edited. Click on the three dots at the right end of the Label.\n* Click the **Edit** button, and the Edit Label pop-up will appear.\n* Change or Edit the Label and colour, then click **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/zQyyXf25\/69422b16af327.jpg)\n\nEdit Label\n\n## Delete a Label\n\nStaff or Admin can remove unwanted or unused Labels in the label list.\n\n* To delete a label, navigate to **Administration** > **Tools & Settings** > **Labels**.\n* Go to the Label to be deleted. Click on the three dots at the right end of the Label.\n* Click on the **Delete**. The Delete Label Warning pop-up will appear.\n* Click on the **Delete** button to delete the Label.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/zQyyXf25\/69422b1f27856.jpg)\n\n\nDelete Label\n\n## Audit Log for Labels\n\nThe audit log tracks and records the label changes, such as adding, editing, and deleting.\n\n* To view the Audit Log, Navigate to our Web Dashboard - **Administration** > **Security** > **Audit Log**.\n\nFor more details, please refer to the [Audit Log](\/docs\/auditlog) section of this Guide.\n\n## Reminder\n\n* The maximum number of chars for a label is 25.\n* All the alphabets must be in lowercase; if you use any uppercase alphabet to create a label, the system automatically converts them to lowercase.\n* Blank space is not allowed. If you use a room to create a label, the system automatically converts it to an underscore (\\_).\n* The filter label drop-down list will show only 20-30 suggested labels in alphabetical order. In addition to selecting labels from the drop-down list, you can opt to search for labels by typing.\n* The AI-generated labels will be converted into the labels listed in the table on the Labels page after they are applied to an enquiry or an external contact or set as a label in the **Top 20 Conversation Topics** table.\n* The \"Used in enquiry\" and \"Used in contact\" columns display counts from the past 90 days.","pure_content":"Overview\nLabels are defined words or combinations of words the staff can use to add more context and filters for Enquiries and External Contacts.\nLabels are a form of tags or keywords used to classify and organise enquiries and external contacts flexibly based on the enquiry type, visitor, intent and others. Label lets you filter enquiry in the Dashboard, Enquiry Overview and Report Details.\nCreate a Label\nStaff or Admin can create labels to categorise and group their enquiries and external contacts with labels.\n\nTo create a label, navigate to Administration > Tools & Settings > Labels.\nClick on the Create Label button.\nEnter the Label Name and choose a colour for the Label.\nClick on the Create button to create the Label.\n\n\nCreate Label\n\n\ud83d\udcd8\nLabel Naming Conventions Tips\n\nThe labels should be unique and not conflict with other labels.\nBe mindful of the spelling. Spelling differences in labels affect search results.\nAdd _ or - for the labels with more than one word.\nAvoid repetitions of the same word across labels.\nUse abbreviations, prefixes and acronyms known to your team.\n\n\nEdit a Label\nStaff or Admin can edit an existing label at any time as required.\n\nTo edit a label, navigate to Administration > Tools & Settings > Labels.\nGo to the Label to be edited. Click on the three dots at the right end of the Label.\nClick the Edit button, and the Edit Label pop-up will appear.\nChange or Edit the Label and colour, then click Save.\n\n\nEdit Label\nDelete a Label\nStaff or Admin can remove unwanted or unused Labels in the label list.\n\nTo delete a label, navigate to Administration > Tools & Settings > Labels.\nGo to the Label to be deleted. Click on the three dots at the right end of the Label.\nClick on the Delete. The Delete Label Warning pop-up will appear.\nClick on the Delete button to delete the Label.\n\n\nDelete Label\nAudit Log for Labels\nThe audit log tracks and records the label changes, such as adding, editing, and deleting.\n\nTo view the Audit Log, Navigate to our Web Dashboard - Administration > Security > Audit Log.\n\nFor more details, please refer to the Audit Log section of this Guide.\nReminder\n\nThe maximum number of chars for a label is 25.\nAll the alphabets must be in lowercase; if you use any uppercase alphabet to create a label, the system automatically converts them to lowercase.\nBlank space is not allowed. If you use a room to create a label, the system automatically converts it to an underscore (_).\nThe filter label drop-down list will show only 20-30 suggested labels in alphabetical order. In addition to selecting labels from the drop-down list, you can opt to search for labels by typing.\nThe AI-generated labels will be converted into the labels listed in the table on the Labels page after they are applied to an enquiry or an external contact or set as a label in the Top 20 Conversation Topics table.\nThe \"Used in enquiry\" and \"Used in contact\" columns display counts from the past 90 days.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917112","update_time":"1765944101"},"pure_content":"Overview\nLabels are defined words or combinations of words the staff can use to add more context and filters for Enquiries and External Contacts.\nLabels are a form of tags or keywords used to classify"},{"id":"672311","string_id":"LRLxNgn6","status":"1","parent_id":"671830","slug":"keyword-masking","order":"11","name":"Keyword Masking","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Keyword Masking","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925655","add_time":"1764917111","update_time":"1765944116","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672311\", \"671830\", \"671820\"]","content":{"content_id":"672311","content":"## Overview\n\nThe **Keyword Masking** feature (also known as **Chat Masking**) allows you (CINNOX admins) to manage and automatically replace specified keywords or terms in chat messages with **\\*\\*\\*\\*\\***. This helps maintain a clean and professional chat environment by masking sensitive, profane and inappropriate chats or messages sent by members in the chat room.\n\n**Key Functions:**\n\n* **Add Keywords**: You can add keywords or terms one at a time or in bulk to the list of masked words, terms or phrases.\n* **Delete Keywords**: You can remove keywords or terms from the list as needed.\n\nOnce added, any presence of these keywords or terms in the chat will be replaced with **\\*\\*\\*\\***, ensuring that sensitive, profane or inappropriate content is not displayed.\n\n**Use Cases:**\n\n* **Maintaining Professionalism**: In a corporate environment, masking keywords can help prevent the display of unprofessional or inappropriate language, ensuring that all communications remain professional.\n* **Protecting Sensitive Information**: Masking keywords can be used to hide sensitive information such as personal data, financial details, or confidential project names, enhancing data security and privacy.\n* **Moderating Public Chats**: In public chat rooms or forums, masking keywords can help moderators manage and control the content, preventing the spread of offensive or harmful language.\n* **Educational Settings**: In educational platforms, masking keywords can be used to maintain a respectful and focused learning environment by filtering out distractions or inappropriate terms.\n\n**Admins can use the Keyword Masking feature to ensure that their chat environments remain clean, professional, and secure.**\n\n![Notice: These sensitive words are examples only for masking inappropriate texts in the chat room.](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LRLxNgn6\/7acf41c4a510295d935788520b570867.png)\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.\n\n## Adding a Keyword\n\nStaff with an admin role can add Keywords for masking.\n\n* Navigate to **Administration** > **Tools & Settings** > **Keyword Masking**.\n* Click on the **Add Keyword** button.\n* In the provided field, enter or paste the keywords you wish to add.\n* Ensure that each keyword is separated by a comma (,).\n* Click on the **Create** button to finalize the addition of the keywords.\n\n![Notice: These sensitive words are examples only for masking inappropriate texts in the chat room.](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LRLxNgn6\/77da3c0041c5ef16be826e90c19607e0.png)\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.\n\n## Deleting a Keyword\n\n* Navigate to **Administration** > **Tools & Settings** > **Keyword Masking**.\n* Search for the keyword you wish to delete.\n* Click the **...** icon located on the right side of the keyword.\n* Select **Delete** from the dropdown menu.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LRLxNgn6\/b6e37f98ec49cdf6d17f5033f6ffc2b0.png)\n\n* Alternatively, you can check the box next to the keywords you wish to delete and click **Delete** on the right side of the page.\n\n![Notice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LRLxNgn6\/83366a0dd3c27a279bcfc9ee7854eb19.png)\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.\n\n* A pop-up confirmation will appear to confirm the deletion. Click **Delete** to proceed.\n\n## Audit Log\n\nThe audit log tracks and records the keyword masking changes, such as adding and deleting.\n\n* Navigate to our Web Dashboard - **Administration** > **Security** > **Audit Log** to view the audit log.\n\nFor more details, please refer to the [Audit Log](\/docs\/auditlog) section of this Guide.\n\n## Keyword in Chat Room\n\nBelow is an example of a conversation in the chat room with masked keywords, replacing them with **\\*\\*\\*\\*** when sent to the recipients.\n\n![Notice: These sensitive terms are merely of concealing inappropriate messages in the chat room.](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/LRLxNgn6\/d6aa9cf49ed93b81c83c882431c2f880.png)\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.","pure_content":"Overview\nThe Keyword Masking feature (also known as Chat Masking) allows you (CINNOX admins) to manage and automatically replace specified keywords or terms in chat messages with *****. This helps maintain a clean and professional chat environment by masking sensitive, profane and inappropriate chats or messages sent by members in the chat room.\nKey Functions:\n\n\nAdd Keywords: You can add keywords or terms one at a time or in bulk to the list of masked words, terms or phrases.\n\nDelete Keywords: You can remove keywords or terms from the list as needed.\n\nOnce added, any presence of these keywords or terms in the chat will be replaced with ****, ensuring that sensitive, profane or inappropriate content is not displayed.\nUse Cases:\n\n\nMaintaining Professionalism: In a corporate environment, masking keywords can help prevent the display of unprofessional or inappropriate language, ensuring that all communications remain professional.\n\nProtecting Sensitive Information: Masking keywords can be used to hide sensitive information such as personal data, financial details, or confidential project names, enhancing data security and privacy.\n\nModerating Public Chats: In public chat rooms or forums, masking keywords can help moderators manage and control the content, preventing the spread of offensive or harmful language.\n\nEducational Settings: In educational platforms, masking keywords can be used to maintain a respectful and focused learning environment by filtering out distractions or inappropriate terms.\n\nAdmins can use the Keyword Masking feature to ensure that their chat environments remain clean, professional, and secure.\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.\nAdding a Keyword\nStaff with an admin role can add Keywords for masking.\n\nNavigate to Administration > Tools & Settings > Keyword Masking.\nClick on the Add Keyword button.\nIn the provided field, enter or paste the keywords you wish to add.\nEnsure that each keyword is separated by a comma (,).\nClick on the Create button to finalize the addition of the keywords.\n\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.\nDeleting a Keyword\n\nNavigate to Administration > Tools & Settings > Keyword Masking.\nSearch for the keyword you wish to delete.\nClick the ... icon located on the right side of the keyword.\nSelect Delete from the dropdown menu.\n\n\n\nAlternatively, you can check the box next to the keywords you wish to delete and click Delete on the right side of the page.\n\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.\n\nA pop-up confirmation will appear to confirm the deletion. Click Delete to proceed.\n\nAudit Log\nThe audit log tracks and records the keyword masking changes, such as adding and deleting.\n\nNavigate to our Web Dashboard - Administration > Security > Audit Log to view the audit log.\n\nFor more details, please refer to the Audit Log section of this Guide.\nKeyword in Chat Room\nBelow is an example of a conversation in the chat room with masked keywords, replacing them with **** when sent to the recipients.\n\nNotice: These sensitive terms are simply examples of how to conceal inappropriate messages in the chat room.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917113","update_time":"1765944116"},"pure_content":"Overview\nThe Keyword Masking feature (also known as Chat Masking) allows you (CINNOX admins) to manage and automatically replace specified keywords or terms in chat messages with *****. This helps mai"},{"id":"672316","string_id":"sVXiwFKU","status":"1","parent_id":"671830","slug":"contact-and-enquiry-management","order":"9","name":"Managing Contact & Enquiry Settings","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Contact & Enquiry Settings","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925674","add_time":"1764917112","update_time":"1765944277","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672316\", \"671830\", \"671820\"]","content":{"content_id":"672316","content":"The Contact & Enquiry Settings in CINNOX empower your team to manage customer interactions with greater efficiency and control. By configuring these settings, you can:\n\n* Automatically assign new chat enquiries to designated staff\n* Automatically close inactive enquiries with clear notifications to visitors\n* Mask phone numbers to protect contact information\n\nThese features help streamline operations while maintaining privacy and transparency. For auto-close activities, CINNOX will notify visitors and customers with a countdown showing how many hours or days remain before the enquiry is closed.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/351d5f69b225e25cba8bfc252bef4e8f.png)\n\nContact and Enquiry Settings\n\n> \ud83d\udcd8\n>\n> **Phone Number Masking** is an add-on feature. Please contact your Account Manager to learn more.\n\n## Enquiry Chat Auto Pick-Up\n\nNew chat inquiries are automatically assigned to the staff designated for the channel, including inquiry chat transfer. Staff don't need to pick up each new inquiry.\n\n* When enabled, the system will automatically assign chat inquiries to the first staff member of the destination rules.\n\nHere's how to enable this feature:\n\n* Log in to your CINNOX Web Dashboard\n* From the navigation menu, go to **Administration** > **Tools & Settings** > **Contact & Enquiry Settings**.\n* Click the **Edit** button in the **Enquiry Chat Auto Pick-Up**.\n* **Toggle ON** the button and click **Save**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/f6c41bff16510fb80e498e9e26a5c765.png)\n\n## Turn On Auto Close Enquiry\n\n### Close Handling Enquiries\n\nAuto close handling enquiries apply to handled enquiries with no new messages for a certain period.\n\nHere's how to enable this feature:\n\n* Log in to your CINNOX Web Dashboard\n* From the navigation menu, go to **Administration** > **Tools & Settings** > **Contact & Enquiry Settings**.\n* Click the **Edit** button in the **Close Handling Enquiries**.\n* Toggle ON **Allow the system to auto-close handled enquiries**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/69422b745a4b6.png)\n\n\nEnabling the Autoclose\n\n#### Auto Close Chat and Email Enquiry Settings\n\n**The system will send the auto-close notification when the chat room doesn't have a new message after**\n\n* You must set up the time of day, hour, or minute in the Chat and Email Enquiry drop-down option to send a chat message or email to notify the customer that the enquiry will be closed.\n* Then, you must set up the time of the day, hour, or minute to send the auto-close enquiry. The customer will receive an email or chat message about closing the enquiry. The system will consider the customer's upcoming enquiries as new ones.\n* After setting up the timing, click on the **Save** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/9a2fbc53057ebdfb45a253b9f38c2452.png)\n\nThe agent receives the auto-close notification message when the countdown reaches the time mentioned in the timer column.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/784078f40facf381a5cabde601ef9d52.png)\n\nThe customer receives the notification message or email in the channel they sent their enquiry.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/69422ba1700bf.png)\n\n\nNotification - Visitor View\n\nWhen it is time to auto-close the enquiry by the system, staff will be notified that the enquiry is closed.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/69422baaa5023.png)\n\n\nAutoClose - Agent View\n\nThe visitor also receives the enquiry closed email or chat message simultaneously.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/9e24fc6ca0d3ab3801349e1660d1db9f.png)\n> \ud83d\udcd8\n>\n> ### Things to Know\n>\n> * The timer counts after the last message is sent in the chat room.\n> * The timer starts to recount after a new message is sent or received in the chat room.\n> * The enquiry will follow the old setting if a new time is set after sending an auto-close notification.\n> * Click on the Show Preview and check the default notification messages sent to your customer.\n\n### Close Offnet Call Enquiries\n\nOffnet call enquiries will be automatically closed upon call completion.\n\nHere's how to enable this feature:\n\n* Log in to your CINNOX Web Dashboard\n* From the navigation menu, go to **Administration** > **Tools & Settings** > **Contact & Enquiry Settings**.\n* Click the **Edit** button in the **Close Offnet Call Enquiries**.\n* Toggle ON **The system will automatically close offnet call enquiries after the call.**.\n* Click on the **Save** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/213aeafb4bef1920a4050d097aa05b8f.png)\n> \ud83d\udcd8\n>\n> ### Important Notice\n>\n> When the Auto Close Offnet Call Enquiries feature is enabled, it will apply to all new offnet enquiry calls, including those missed and with voicemails.\n\n### Close Inactive Enquiries\n\nLong-inactive enquiries can be closed all at once using the Close Inactive Enquiries function.\n\n* Click on the **Execute** button.\n* A confirmation pop-up appears; click on the **Confirm** button to close the enquiries older than 7 days.\n* The Execute button is displayed as **Processing**, which means the older enquiries are being closed. This process takes longer to complete.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/69422bcdcb1a6.png)\n\n\nClosing Enquiries under Progress\n\n> \ud83d\udcd8\n>\n> ### Important Notice\n>\n> The Agent and the visitor will not be informed of the enquiry closure when it is closed through the Close Inactive Enquiries process.\n\n## Turn Off the Auto Close Enquiry\n\nTo turn off the Auto Close Enquiry settings:\n\n* Just toggle OFF the \"Allow the system to auto-close handled enquiries\" for the **Close Handling Enquiries**.\n* Also, toggle OFF the \"The system will automatically close offnet call enquiries after the call\" for the **Close Offnet Call Enquiries**.\n* Click on the **Save** button.\n\n## Phone Number Masking\n\nEnhances data privacy by masking contact phone numbers for users and team members who do not have full data access (e.g., Agent and Supervisor roles).\n\n**How It Works:**\nWhen enabled, CINNOX will mask phone numbers across the platform for restricted roles. Only the country code and the last four digits of the number will remain visible.\n\n**Availability:**\nThis feature applies automatically once enabled and affects all relevant users across the CINNOX platform (web and apps).\n\n**Here's how to enable this feature:**\n\n* Log in to your CINNOX Web Dashboard.\n* Navigate to **Administration > Tools & Settings > Contact & Enquiry Settings.**\n* Click the **Edit** button next to **Phone Number Masking**.\n* Toggle the switch **ON** or **OFF**.\n* Click **Save** to apply changes.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/sVXiwFKU\/8c33b413737825ed647127c9ef8342a7.png)\n> \ud83d\udcd8\n>\n> **Note**: Reports - download history (export button) will be hidden to the Users without the FULL data access (e.g., Supervisors and Agents) when the Phone Number masking is ON.","pure_content":"The Contact & Enquiry Settings in CINNOX empower your team to manage customer interactions with greater efficiency and control. By configuring these settings, you can:\n\nAutomatically assign new chat enquiries to designated staff\nAutomatically close inactive enquiries with clear notifications to visitors\nMask phone numbers to protect contact information\n\nThese features help streamline operations while maintaining privacy and transparency. For auto-close activities, CINNOX will notify visitors and customers with a countdown showing how many hours or days remain before the enquiry is closed.\n\nContact and Enquiry Settings\n\n\ud83d\udcd8\nPhone Number Masking is an add-on feature. Please contact your Account Manager to learn more.\n\nEnquiry Chat Auto Pick-Up\nNew chat inquiries are automatically assigned to the staff designated for the channel, including inquiry chat transfer. Staff don't need to pick up each new inquiry.\n\nWhen enabled, the system will automatically assign chat inquiries to the first staff member of the destination rules.\n\nHere's how to enable this feature:\n\nLog in to your CINNOX Web Dashboard\nFrom the navigation menu, go to Administration > Tools & Settings > Contact & Enquiry Settings.\nClick the Edit button in the Enquiry Chat Auto Pick-Up.\n\nToggle ON the button and click Save\n\n\n\nTurn On Auto Close Enquiry\nClose Handling Enquiries\nAuto close handling enquiries apply to handled enquiries with no new messages for a certain period.\nHere's how to enable this feature:\n\nLog in to your CINNOX Web Dashboard\nFrom the navigation menu, go to Administration > Tools & Settings > Contact & Enquiry Settings.\nClick the Edit button in the Close Handling Enquiries.\nToggle ON Allow the system to auto-close handled enquiries.\n\n\nEnabling the Autoclose\nAuto Close Chat and Email Enquiry Settings\nThe system will send the auto-close notification when the chat room doesn't have a new message after\n\nYou must set up the time of day, hour, or minute in the Chat and Email Enquiry drop-down option to send a chat message or email to notify the customer that the enquiry will be closed.\nThen, you must set up the time of the day, hour, or minute to send the auto-close enquiry. The customer will receive an email or chat message about closing the enquiry. The system will consider the customer's upcoming enquiries as new ones.\nAfter setting up the timing, click on the Save button.\n\n\nThe agent receives the auto-close notification message when the countdown reaches the time mentioned in the timer column.\n\nThe customer receives the notification message or email in the channel they sent their enquiry.\n\nNotification - Visitor View\nWhen it is time to auto-close the enquiry by the system, staff will be notified that the enquiry is closed.\n\nAutoClose - Agent View\nThe visitor also receives the enquiry closed email or chat message simultaneously.\n\n\n\ud83d\udcd8\nThings to Know\n\nThe timer counts after the last message is sent in the chat room.\nThe timer starts to recount after a new message is sent or received in the chat room.\nThe enquiry will follow the old setting if a new time is set after sending an auto-close notification.\nClick on the Show Preview and check the default notification messages sent to your customer.\n\n\nClose Offnet Call Enquiries\nOffnet call enquiries will be automatically closed upon call completion.\nHere's how to enable this feature:\n\nLog in to your CINNOX Web Dashboard\nFrom the navigation menu, go to Administration > Tools & Settings > Contact & Enquiry Settings.\nClick the Edit button in the Close Offnet Call Enquiries.\nToggle ON The system will automatically close offnet call enquiries after the call..\nClick on the Save button.\n\n\n\n\ud83d\udcd8\nImportant Notice\nWhen the Auto Close Offnet Call Enquiries feature is enabled, it will apply to all new offnet enquiry calls, including those missed and with voicemails.\n\nClose Inactive Enquiries\nLong-inactive enquiries can be closed all at once using the Close Inactive Enquiries function.\n\nClick on the Execute button.\nA confirmation pop-up appears; click on the Confirm button to close the enquiries older than 7 days.\nThe Execute button is displayed as Processing, which means the older enquiries are being closed. This process takes longer to complete.\n\n\nClosing Enquiries under Progress\n\n\ud83d\udcd8\nImportant Notice\nThe Agent and the visitor will not be informed of the enquiry closure when it is closed through the Close Inactive Enquiries process.\n\nTurn Off the Auto Close Enquiry\nTo turn off the Auto Close Enquiry settings:\n\nJust toggle OFF the \"Allow the system to auto-close handled enquiries\" for the Close Handling Enquiries.\nAlso, toggle OFF the \"The system will automatically close offnet call enquiries after the call\" for the Close Offnet Call Enquiries.\nClick on the Save button.\n\nPhone Number Masking\nEnhances data privacy by masking contact phone numbers for users and team members who do not have full data access (e.g., Agent and Supervisor roles).\nHow It Works:\nWhen enabled, CINNOX will mask phone numbers across the platform for restricted roles. Only the country code and the last four digits of the number will remain visible.\nAvailability:\nThis feature applies automatically once enabled and affects all relevant users across the CINNOX platform (web and apps).\nHere's how to enable this feature:\n\nLog in to your CINNOX Web Dashboard.\nNavigate to Administration > Tools & Settings > Contact & Enquiry Settings.\n\nClick the Edit button next to Phone Number Masking.\nToggle the switch ON or OFF.\nClick Save to apply changes.\n\n\n\n\ud83d\udcd8\nNote: Reports - download history (export button) will be hidden to the Users without the FULL data access (e.g., Supervisors and Agents) when the Phone Number masking is ON.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917114","update_time":"1765944276"},"pure_content":"The Contact & Enquiry Settings in CINNOX empower your team to manage customer interactions with greater efficiency and control. By configuring these settings, you can:\n\nAutomatically assign new chat e"},{"id":"672318","string_id":"eYMbSSwg","status":"1","parent_id":"671830","slug":"managing-prompts","order":"8","name":"Managing Call Prompts","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Call Prompts","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925689","add_time":"1764917112","update_time":"1765944560","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672318\", \"671830\", \"671820\"]","content":{"content_id":"672318","content":"Prompts are audio files played at various points within the call process, and there are several different types of prompts with specific purposes, including greeting, waiting, voicemail and end prompts. These prompts can be managed and customised using various tools such as Add Prompt, Edit Prompt, Set as a default, Apply to all, and Delete, and can be used in routing rules to provide a better experience for callers and visitors.\n\n* **Greeting Prompt** - A welcome message prompt to the callers (e.g. \"Hello and thank you for calling ABC Company, where excellent customer service is our priority.\u201d)\n* **Waiting Prompt** - Music plays when the customers or visitors wait for an agent to receive the calls.\n* **Voicemail Prompt** - A recording informing customers or visitors you cannot accept the calls. It provides a 24-hour answering capability and ensures customers stay caught up. Staff members can immediately follow up on missed enquiries based on the details left on the voicemail messages.\n* **End Prompt** - An end greeting to be played before the end of the call.\n* **Recording Prompt** - A prompt for recording enquiry, outbound, internal, and conference calls. Reminder: For more information on recording and transcripts, please refer to the Recording and Transcript section in the [CINNOX Dashboard](\/docs\/recording-and-transcript) and [CINNOX App](\/docs\/app-recording-and-transcript).\n* **Campaign Prompt** - A prompt as a greeting for a call campaign that will play when the recipient answers the call.\n\nYou can manage prompts of each type with **Add Prompt**, **Edit Prompt**, **Set as a default**, **Apply to all** and **Delete** and use them in your Routing Rules, Call Recording and Call Campaign.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/d3f5a11e99b98d6c453ec5419c2be985.png)\n> \ud83d\udc4d\n>\n> The prompts added for different purposes like Greeting, Waiting, Voicemail and End can be used in the Virtual Number > Routing Settings. See our detailed [Guide](https:\/\/docs.cinnox.com\/docs\/using-prompts) for more details.\n\n## Adding Prompt\n\nTo add a new prompt:\n\n* Navigate to **Administration** > **Tools & Settings** > **Prompt**.\n* Click **Add Prompt**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422bf47b612.png)\n\n\nAdd Prompt\n\n* Choose the **Audio File** tab or the **Text-to-Speech** tab. The maximum number of prompts to be uploaded is 100.\n\n#### Case 1: Audio File\n\n* Type the file name of the greeting to upload; a file name can be of any name but should not exceed 50 characters as the maximum limit.\n* Drag and drop the MP3 file, or browse and select the location of the MP3 file to upload.\n* The MP3 file must not exceed 10 MB as the maximum limit.\n* You may click the play button to listen to the uploaded audio file.\n* You may upload a different file to replace the current file if necessary.\n* Click on **Create** to complete the new prompt creation.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c067aa55.jpg)\n\n\nAdd new audio as a new prompt\n\n#### Case 2: Text-to-Speech\n\n* Type the file name of the greeting to upload. A file name can be of any name but should not exceed 50 chars as the maximum limit.\n* Type or paste the text you want to convert to a voice message. The maximum limit must not exceed 700 characters.\n* You may click the play button to listen to the voice message.\n* Click the gear icon to expand the page and display the Language and Voice Name drop-down list to select the preferred language and Voice Name.\n + Select **Language** in the drop-down list.\n + Select **Voice Name** in the drop-down list.\n* Click the play button to listen to the selected language and voice name.\n* Refine the text message to fine-tune the message if necessary.\n* Click on **Create** to complete the steps of uploading a TTS greeting.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c2f98feb.jpg)\n\n\nAdd text as a new prompt\n\n## Editing Prompt\n\n* Navigate to **Administration** > **Tools & Settings** > **Prompt**.\n* Click on **More (...)** and select **Edit** to a prompt that needs editing.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c3d4b1ee.jpg)\n\n\nClick on Edit\n\n* Click on the **Audio File** or **Text-to-Speech** tabs. You can edit the **File Name**, **File uploaded** for Audio File or **File Name**, **Text-to-speak**, **Language** and **Voice Name** for Text-to-Speech.\n* Click on **Save** to complete the editing.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c459089b.jpg)\n\n\nEdit Prompt pop-up message\n\n* The toast message indicates your prompt editing is successful.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c4e98934.jpg)\n\n\nPrompt editing is successful\n\n> \ud83d\udcd8\n>\n> CINNOX Waiting prompt and Voicemail\/End Prompt, the only always-on prompts already uploaded in the system and set as a default, are not editable and deletable.\n\n## Setting Default Prompt\n\nThe added prompt can be set as a default prompt. For example, the Greeting prompt will automatically be applied as a greeting prompt once you enable the Greeting Prompt in Prompt Settings.\n\n* Navigate to **Administration** > **Tools & Settings** > **Prompt**\n* Click on **More (...)** and select **Set as default** to a prompt you want to make a default.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c7016502.jpg)\n\n\nClick on Set as default\n\n* Click on **OK**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c77dbc62.jpg)\n\n\nClick on OK\n\nA toast message indicates that **Set as default** is successful. The default prompt is displayed in the first row with a Default label.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c807da2d.jpg)\n\n\nDefault prompt\n\n> \ud83d\udcd8\n>\n> ### Notes\n>\n> * The original CINNOX default prompt will be displayed in the second row when the new prompt is set as a default. As the new prompt becomes the default, the CINNOX prompt is no longer set as a default.\n> * Following the CINNOX prompt, the other added prompts are displayed in order of their creation time.\n\n## Applying Prompts to all Prompt Settings\n\n**Apply to all** helps users save time when updating a particular prompt to all Prompt Settings. For example, the required prompt, like the end prompt, will be applied to all Prompt Settings to become the assigned end prompts. Users need not update the end prompts in different Prompt Settings individually.\n\nTo apply the prompt to all Prompt Settings:\n\n* Navigate to **Administration** > **Tools & Settings** > **Prompt**\n* Click on **More (...)** and select **Apply to all** to a prompt.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422c99dca83.jpg)\n\n\nClick on Apply to all\n\n* Click on **OK**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422ca2839e8.jpg)\n\n\nApply to all is successful\n\n* The toast message indicates that **Apply to all** is successful.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/d0f170aa7a05ee17550069caf49a0885.jpg)\n> \ud83d\udcd8\n>\n> ### Note\n>\n> After **Apply to all** takes effect, the prompts will override the original prompt settings and be applied to the same prompt type in different Prompt Settings.\n\n## Downloading prompts\n\n**Download** facilitates users to save the required prompt files to the local device for their records or future use.\n\nTo download the prompt file:\n\n* Navigate to **Administration** > **Tools & Settings** > **Prompt**\n* Click on **More (...)** and select **Download** to a prompt. The file will be downloaded to your local device.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422cc7a9bf1.jpg)\n\n\nClick on Download\n\n## Deleting prompts\n\nTo delete the required prompt:\n\n* Navigate to **Administration** and Click on **Prompt**.\n* Click on **Delete**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422ccf982be.jpg)\n\n\nClick on Delete\n\n* Click on **Delete** again.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422cd99b178.jpg)\n\n\nClick on Delete\n\n* The toast message indicates the required prompt has been deleted successfully. The deleted prompt file does not appear on the list.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/eYMbSSwg\/69422cecec9da.jpg)\n\n\nDeleting the required prompt is successful.\n\n> \ud83d\udcd8\n>\n> * Prompts are not allowed to be deleted until they are being used in the Routing Setting and as default prompts.\n> * Permission to view, edit, delete, and download prompts must be granted in the Roles & Permissions. Refer to the [Managing Roles and Permissions](\/docs\/roles#creating-custom-roles) page for details.","pure_content":"Prompts are audio files played at various points within the call process, and there are several different types of prompts with specific purposes, including greeting, waiting, voicemail and end prompts. These prompts can be managed and customised using various tools such as Add Prompt, Edit Prompt, Set as a default, Apply to all, and Delete, and can be used in routing rules to provide a better experience for callers and visitors.\n\n\nGreeting Prompt - A welcome message prompt to the callers (e.g. \"Hello and thank you for calling ABC Company, where excellent customer service is our priority.\u201d)\n\nWaiting Prompt - Music plays when the customers or visitors wait for an agent to receive the calls.\n\nVoicemail Prompt - A recording informing customers or visitors you cannot accept the calls. It provides a 24-hour answering capability and ensures customers stay caught up. Staff members can immediately follow up on missed enquiries based on the details left on the voicemail messages.\n\nEnd Prompt - An end greeting to be played before the end of the call.\n\nRecording Prompt - A prompt for recording enquiry, outbound, internal, and conference calls. Reminder: For more information on recording and transcripts, please refer to the Recording and Transcript section in the CINNOX Dashboard and CINNOX App.\n\nCampaign Prompt - A prompt as a greeting for a call campaign that will play when the recipient answers the call.\n\nYou can manage prompts of each type with Add Prompt, Edit Prompt, Set as a default, Apply to all and Delete and use them in your Routing Rules, Call Recording and Call Campaign.\n\n\n\ud83d\udc4d\nThe prompts added for different purposes like Greeting, Waiting, Voicemail and End can be used in the Virtual Number > Routing Settings. See our detailed Guide for more details.\n\nAdding Prompt\nTo add a new prompt:\n\nNavigate to Administration > Tools & Settings > Prompt.\nClick Add Prompt.\n\n\nAdd Prompt\n\nChoose the Audio File tab or the Text-to-Speech tab. The maximum number of prompts to be uploaded is 100.\n\nCase 1: Audio File\n\nType the file name of the greeting to upload; a file name can be of any name but should not exceed 50 characters as the maximum limit.\nDrag and drop the MP3 file, or browse and select the location of the MP3 file to upload.\nThe MP3 file must not exceed 10 MB as the maximum limit.\nYou may click the play button to listen to the uploaded audio file.\nYou may upload a different file to replace the current file if necessary.\nClick on Create to complete the new prompt creation.\n\n\nAdd new audio as a new prompt\nCase 2: Text-to-Speech\n\nType the file name of the greeting to upload. A file name can be of any name but should not exceed 50 chars as the maximum limit.\nType or paste the text you want to convert to a voice message. The maximum limit must not exceed 700 characters.\nYou may click the play button to listen to the voice message.\nClick the gear icon to expand the page and display the Language and Voice Name drop-down list to select the preferred language and Voice Name.\n\nSelect Language in the drop-down list.\nSelect Voice Name in the drop-down list.\n\n\nClick the play button to listen to the selected language and voice name.\nRefine the text message to fine-tune the message if necessary.\nClick on Create to complete the steps of uploading a TTS greeting.\n\n\nAdd text as a new prompt\nEditing Prompt\n\nNavigate to Administration > Tools & Settings > Prompt.\nClick on More (...) and select Edit to a prompt that needs editing.\n\n\nClick on Edit\n\nClick on the Audio File or Text-to-Speech tabs. You can edit the File Name, File uploaded for Audio File or File Name, Text-to-speak, Language and Voice Name for Text-to-Speech.\nClick on Save to complete the editing.\n\n\nEdit Prompt pop-up message\n\nThe toast message indicates your prompt editing is successful.\n\n\nPrompt editing is successful\n\n\ud83d\udcd8\nCINNOX Waiting prompt and Voicemail\/End Prompt, the only always-on prompts already uploaded in the system and set as a default, are not editable and deletable.\n\nSetting Default Prompt\nThe added prompt can be set as a default prompt. For example, the Greeting prompt will automatically be applied as a greeting prompt once you enable the Greeting Prompt in Prompt Settings.\n\nNavigate to Administration > Tools & Settings > Prompt\n\nClick on More (...) and select Set as default to a prompt you want to make a default.\n\n\nClick on Set as default\n\nClick on OK\n\n\n\nClick on OK\nA toast message indicates that Set as default is successful. The default prompt is displayed in the first row with a Default label.\n\nDefault prompt\n\n\ud83d\udcd8\nNotes\n\nThe original CINNOX default prompt will be displayed in the second row when the new prompt is set as a default. As the new prompt becomes the default, the CINNOX prompt is no longer set as a default.\nFollowing the CINNOX prompt, the other added prompts are displayed in order of their creation time.\n\n\nApplying Prompts to all Prompt Settings\nApply to all helps users save time when updating a particular prompt to all Prompt Settings. For example, the required prompt, like the end prompt, will be applied to all Prompt Settings to become the assigned end prompts. Users need not update the end prompts in different Prompt Settings individually.\nTo apply the prompt to all Prompt Settings:\n\nNavigate to Administration > Tools & Settings > Prompt\n\nClick on More (...) and select Apply to all to a prompt.\n\n\nClick on Apply to all\n\nClick on OK.\n\n\nApply to all is successful\n\nThe toast message indicates that Apply to all is successful.\n\n\n\n\ud83d\udcd8\nNote\nAfter Apply to all takes effect, the prompts will override the original prompt settings and be applied to the same prompt type in different Prompt Settings.\n\nDownloading prompts\nDownload facilitates users to save the required prompt files to the local device for their records or future use.\nTo download the prompt file:\n\nNavigate to Administration > Tools & Settings > Prompt\n\nClick on More (...) and select Download to a prompt. The file will be downloaded to your local device.\n\n\nClick on Download\nDeleting prompts\nTo delete the required prompt:\n\nNavigate to Administration and Click on Prompt.\nClick on Delete.\n\n\nClick on Delete\n\nClick on Delete again.\n\n\nClick on Delete\n\nThe toast message indicates the required prompt has been deleted successfully. The deleted prompt file does not appear on the list.\n\n\nDeleting the required prompt is successful.\n\n\ud83d\udcd8\n\nPrompts are not allowed to be deleted until they are being used in the Routing Setting and as default prompts.\nPermission to view, edit, delete, and download prompts must be granted in the Roles & Permissions. Refer to the Managing Roles and Permissions page for details.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917114","update_time":"1765944560"},"pure_content":"Prompts are audio files played at various points within the call process, and there are several different types of prompts with specific purposes, including greeting, waiting, voicemail and end prompt"},{"id":"672324","string_id":"H5LEIsJS","status":"1","parent_id":"671830","slug":"storage","order":"7","name":"Managing Storage","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing Storage","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925703","add_time":"1764917112","update_time":"1765944828","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672324\", \"671830\", \"671820\"]","content":{"content_id":"672324","content":"CINNOX provides media file storage ranging from 1 GB, depending on the staff licence number and your preferred storage capacity.\n\nThe images, videos, files, and audio notes your customers and staff shared in the conversations are kept in your Service Storage.\n\n## See How Much Storage You Have\n\nTo know how much storage you have, go to **Administration** > **Storage** from the navigation menu.\n\n## Overview\n\nThe Overview tab summarises storage consumption with the actual usage over the storage limit.\n\n### Details\n\nTo know the media file type, including recordings files, their usage, and the percentage.\n\n* Image\n* Video\n* File\n* Voice Message\n* Audio and video call recording\n* Others\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/69422d0b6ee0c.png)\n\n\nStorage Overview\n\n## Chat File\n\nThe chat file section lists all media files and the corresponding file name, sender, sent date, time and file size shared in the chat room.\n\n> \ud83d\udcd8\n>\n> For files that exceed the maximum reporting days according to your service plan, it will show the size of the currently inaccessible files. It requires upgrading your plan or deleting them to free up your storage space.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/2a8334c277deb9716887b0ebeff36faa.png)\n\n**Search Media File**\nSearch media files by File Name. Any keyword match to the file name will show as a result.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/4a448b541d8bb7dfe1afd8ec61e536f6.png)\n\n**Filters**\nSearch by File Name. File Type and Send date to filter the chat files.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/5abca89d0825856a0afa8165cf89483a.png)\n\n**Delete a Media File**\n\n* Select the media file(s) to delete one more file and click the delete icon in the page's right corner.\n* A pop-up window will show to confirm the deletion.\n* Click **OK**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/efe0c2340505cba3589063ae78982e08.png)\n> \ud83d\udea7\n>\n> Once successfully deleted, the storage will be updated and remove the deleted files.\n>\n> A deleted media file will not be available to preview or download in the chat room.\n\n## Audio and Voice Recording File\n\nThe Recording File section lists all call recordings and their corresponding details, such as file name, room type, recording type, date and time created, and file size.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/9ff97f1304a1046f410b93a106f4cfcd.png)\n\n**Search for Recording Files**\nSearch for recording files by typing a Room Name in the search bar. The search results will display the recordings that match the keywords in their room names.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/c05323e3241009cccd7464e54dba9575.png)\n\n**Filters**\nSearch by File Name, Room type, recording ding, and time to filter the recording files.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/0f61d005e8b9e279d357c711847e5252.png)\n\n**Delete Recording Files**\n\n* To delete one or more call recording file(s), select the file(s) you want to delete, then click the **Delete** button at the top of the list.\n* A pop-up window will display to confirm the action, then click the **OK** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/69422d3ee392f.png)\n\nDeleting a record file\n\n> \ud83d\udcd8\n>\n> Once successfully deleted, the storage will be updated, and the deleted file(s) will be removed. A deleted recording file will not be available to preview or download in the chat room.\n\n## Recording File Size\n\nThe table below lists the recording file's estimated storage size in different call types. It may vary based on the network and content (e.g. audio volume, video screen brightness).\n\n| Call Type | Recording File Size per minute |\n| --- | --- |\n| 1 to 1 audio call (VoIP or PSTN) | 2 MB |\n| 1 to 1 video (1 camera on) | 2 MB |\n| 1 to 1 video (2 cameras on) | 4 MB |\n| Conference audio | 1 MB |\n\n## Transcript File\n\nThe Transcript File section lists all the transcribed files and their corresponding details, such as File Name, Date\/Time, and File Size.\n\n* Navigate to **Administration** > **Storage** > **Transcript File**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/69422df4666c6.png)\n\n\n\nTranscript File\n\n**Search for Recording Files**\nTo find a particular Transcript file or a group of transcript files\n\n* Search for the transcript files by typing the File Name and the files required for the number of days in the search bar. The search results will display the transcript files.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/69422dc4ba576.png)\n\n\nSearch Transcript File\n\n**Delete Transcript File**\n\nTo delete one or more Transcript Files\n\n* Select the file(s) you want to delete, then click the **Delete selected** button at the top of the list.\n* A pop-up window will display to confirm the action, then click the **OK** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/69422dd8c1fc9.png)\n\n\nDelete Transcript File\n\n## History Log\n\nHistory Log keeps a record of the files deleted from your storage.\n\nIt records the following details:\n\n* File Name\n* File Size\n* Date\/Time deleted\n* Deleted by\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/H5LEIsJS\/71e4d073593c487b8b98477eca906e26.png)","pure_content":"CINNOX provides media file storage ranging from 1 GB, depending on the staff licence number and your preferred storage capacity.\nThe images, videos, files, and audio notes your customers and staff shared in the conversations are kept in your Service Storage.\nSee How Much Storage You Have\nTo know how much storage you have, go to Administration > Storage from the navigation menu.\nOverview\nThe Overview tab summarises storage consumption with the actual usage over the storage limit.\nDetails\nTo know the media file type, including recordings files, their usage, and the percentage.\n\nImage\nVideo\nFile\nVoice Message\nAudio and video call recording\nOthers\n\n\nStorage Overview\nChat File\nThe chat file section lists all media files and the corresponding file name, sender, sent date, time and file size shared in the chat room.\n\n\ud83d\udcd8\nFor files that exceed the maximum reporting days according to your service plan, it will show the size of the currently inaccessible files. It requires upgrading your plan or deleting them to free up your storage space.\n\n\nSearch Media File\nSearch media files by File Name. Any keyword match to the file name will show as a result.\n\nFilters\nSearch by File Name. File Type and Send date to filter the chat files.\n\nDelete a Media File\n\nSelect the media file(s) to delete one more file and click the delete icon in the page's right corner.\nA pop-up window will show to confirm the deletion.\nClick OK.\n\n\n\n\ud83d\udea7\nOnce successfully deleted, the storage will be updated and remove the deleted files.\nA deleted media file will not be available to preview or download in the chat room.\n\nAudio and Voice Recording File\nThe Recording File section lists all call recordings and their corresponding details, such as file name, room type, recording type, date and time created, and file size.\n\nSearch for Recording Files\nSearch for recording files by typing a Room Name in the search bar. The search results will display the recordings that match the keywords in their room names.\n\nFilters\nSearch by File Name, Room type, recording ding, and time to filter the recording files.\n\nDelete Recording Files\n\nTo delete one or more call recording file(s), select the file(s) you want to delete, then click the Delete button at the top of the list.\nA pop-up window will display to confirm the action, then click the OK button.\n\n\nDeleting a record file\n\n\ud83d\udcd8\nOnce successfully deleted, the storage will be updated, and the deleted file(s) will be removed. A deleted recording file will not be available to preview or download in the chat room.\n\nRecording File Size\nThe table below lists the recording file's estimated storage size in different call types. It may vary based on the network and content (e.g. audio volume, video screen brightness).\n\n\n\n Call Type\n Recording File Size per minute\n\n\n\n\n 1 to 1 audio call (VoIP or PSTN)\n 2 MB\n\n\n 1 to 1 video (1 camera on)\n 2 MB\n\n\n 1 to 1 video (2 cameras on)\n 4 MB\n\n\n Conference audio\n 1 MB\n\n\n\nTranscript File\nThe Transcript File section lists all the transcribed files and their corresponding details, such as File Name, Date\/Time, and File Size.\n\nNavigate to Administration > Storage > Transcript File.\n\n\nTranscript File\nSearch for Recording Files\nTo find a particular Transcript file or a group of transcript files\n\nSearch for the transcript files by typing the File Name and the files required for the number of days in the search bar. The search results will display the transcript files.\n\n\nSearch Transcript File\nDelete Transcript File\nTo delete one or more Transcript Files\n\nSelect the file(s) you want to delete, then click the Delete selected button at the top of the list.\nA pop-up window will display to confirm the action, then click the OK button.\n\n\nDelete Transcript File\nHistory Log\nHistory Log keeps a record of the files deleted from your storage.\nIt records the following details:\n\nFile Name\nFile Size\nDate\/Time deleted\nDeleted by","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917117","update_time":"1765944828"},"pure_content":"CINNOX provides media file storage ranging from 1 GB, depending on the staff licence number and your preferred storage capacity.\nThe images, videos, files, and audio notes your customers and staff sha"},{"id":"672317","string_id":"IyU3jsa3","status":"1","parent_id":"671830","slug":"admin-my-plan","order":"6","name":"My Plan","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"My Plan","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1765937055","add_time":"1764917112","update_time":"1765944964","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672317\", \"671830\", \"671820\"]","content":{"content_id":"672317","content":"**My Plan** lets you view and monitor your company service subscription plan's details and usage.\n\nIt has the following sections or tabs:\n\n* Plan Monitoring\n* Company Profile\n* Marketplace\n\n> \ud83d\udc4d\n>\n> All prices and rates are in **USD**.\n\n## Plan Monitoring\n\nThe **Plan Monitoring** provides information about your service subscription plan. The information includes statuses of the account's current active features and features that must be configured, set up, or provisioned. With these details, staff administrators can take appropriate actions, such as managing the call minutes and storage for the month, purchasing additional licenses, or upgrading the service to ensure that business operations run smoothly.\n\nPlan Monitoring can be segmented into four parts:\n\n1. Subscription Summary\n2. Upgrade Button\n3. Where Your Customers Come From\n4. How Your Staff Can Engage with Your Customers\n\n![1855](https:\/\/files.readme.io\/4a3508a-Screenshot_2023-02-21_at_3.26.54_PM.png \"Screenshot 2023-02-21 at 3.26.54 PM.png\")\n\nSample Plan Monitoring\n\n> \u2757\ufe0f\n>\n> The data on display in Plan Monitoring may not be updated in real-time. Please refer to the official invoice we send you every month for actual usage and fees subject to payment.\n\nThe **Subscription Summary** displays the following information, depending on the service subscription plan:\n\n* Plan Name\n* Next payment date\n* Monthly fee\n* Number of Staff licences\n* Available and used voice call minutes\n* Available and used video call minutes\n* Available and used storage space (in GB)\n\nThe **Upgrade** button lets you email the CINNOX Sales Team if you wish to upgrade your service subscription plan.\n\n**Where Your Customers Come From** displays the status and usage statistics for the following CINNOX features that direct visitor and customer enquiries:\n\n* Virtual Numbers\n* Directory\n* Social Pages\n* External Contacts\n\nYou can manage any of these features by clicking on the vertical ellipsis ( ) icon beside them. **Create** or **Manage** will appear as options, and they will direct you to the features' respective pages in the CINNOX Dashboard.\n\n**How Your Staff Can Engage with Your Customers** displays the status and usage statistics for the following CINNOX features that help you manage visitor customer enquiries or help you better engage them:\n\n* Destinations\n* Staff Accounts\n* Campaigns\n* Audio Transcriptions\n\nYou can manage any of these features by clicking on the vertical ellipsis ( ) icon beside them. **Create** or **Manage** will appear as options, and they will direct you to the features' respective pages in the CINNOX Dashboard.\n\n### Feature Status\n\nEach of the above features may have the following status:\n\n* **Available:** The feature is available and is working correctly. It displays a bar graph of its usage statistics and, in some cases, monthly fees.\n* **Pending:** The feature is available but needs to be configured. Staff administrators would have the appropriate link(s) to address this status.\n* **Processing\/Provisioning:** The feature is being activated and will be available shortly. This status usually applies to features added to an existing subscription plan.\n* **Locked:** The feature is unavailable for the current subscription plan. Staff administrators can purchase the feature as an add-on or upgrade their subscription to access it.\n\n## Company Profile\n\nThe **Company Profile** page displays the details given to CINNOX when you have registered and service has been provisioned.\n\n* Location\n* Company Website\n* Contact Person\n* Contact Number\n* Email Address\n\n![1175](https:\/\/files.readme.io\/7e160d3-Screenshot_2021-01-26_at_6.03.11_PM.png \"Screenshot 2021-01-26 at 6.03.11 PM.png\")\n\nCompany Information\n\n**To view the Company Profile page:**\n\nGo to **My Plan**, then click on the **Company Profile** from the navigation menu.\n\nYou may edit and update the Company Information, especially when there are changes in your organisation's points of contact.\n\n**To edit the Company Profile:**\n\n* Click on the **Edit** button for the section of details it requires to change.\n* Update the information on the given fields as necessary. Note that those with (\\*) are required fields.\n* When changing the email address, the new one must be the administrator's, which entails a verification step.\n* Click on **Save**.\n\n![1173](https:\/\/files.readme.io\/d5c46a4-Screenshot_2021-01-26_at_6.07.17_PM.png \"Screenshot 2021-01-26 at 6.07.17 PM.png\")\n\nChanging Company Profile Details\n\n## Marketplace\n\nThe **Marketplace** is a section in the CINNOX Dashboard for plan upgrades of your CINNOX current subscription.\n\nTo view all plans available, click the **See all features** to display the complete feature list of each plan and their corresponding prices on another page.\n\n![1325](https:\/\/files.readme.io\/1756f04-Screenshot_2022-10-24_at_3.33.09_PM.png \"Screenshot 2022-10-24 at 3.33.09 PM.png\")\n\nPlans Comparison\n\nTo upgrade to any plan, click the \\*\\*\\*\\* button to message our CINNOX Team.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/IyU3jsa3\/84b6b8c27ddcd573458c7d409e968089.png)\n\n## Invoice \/ Receipt\n\nThe **Invoice \/ Receipt** lets you download a copy of the issued statement due in PDF format of your subscription plan and usages.\n\n**To view and download an issued invoice:**\n\n* Go to **My Plan** from the navigation menu and click on the **Invoice** tab.\n* Select a year in the filter for the invoice you want to see.\n* Click on the arrow to download a PDF copy of your selected month.\n* Once downloaded, open the PDF file to view the **Invoice Summary** and the **Invoice Details** of your plan subscription and usages.\n\n![2064](https:\/\/files.readme.io\/bad95dc-My_plan_2.png \"My plan_2.png\")\n\nInvoice\n\n## Rate Table\n\nA section in the CINNOX Dashboard where staff members can check the call rates per minute for landline, mobile, CINNOX calls, and SMS rates per message for the supported locations.\n\nThe **Rate Table** lets you check the call and messaging rates for each of the supported locations:\n\n* Landline Call Rate (per minute)\n* Mobile Call Rate (per minute)\n* SMS Rate (per message)\n\n![1215](https:\/\/files.readme.io\/59b2452-Screenshot_2020-09-29_at_5.01.52_PM.png \"Screenshot 2020-09-29 at 5.01.52 PM.png\")\n\nRate Table Example\n\n**To view the Rate Table:**\n\n* Go to **My Plan** from the navigation menu and click on the **Rate Table** tab.\n\nThe table displays the Country\/Region code, destination, and rates.\n\n> \ud83d\udcd8\n>\n> Calls are billed per minute.\n>\n> CINNOX calls (Staff-to-visitor and Staff-to-Staff VoIP calls) have a fixed charge rate per minute in all countries.\n>\n> The above services are provided in accordance with the Terms and Conditions. CINNOX reserves the right to terminate the offer or amend any terms and conditions from time to time without prior notice.\n\nUpdated 5 months ago\n\n---\n\n* [Managing Storage](\/docs\/storage)","pure_content":"My Plan lets you view and monitor your company service subscription plan's details and usage.\nIt has the following sections or tabs:\n\nPlan Monitoring\nCompany Profile\nMarketplace\n\n\n\ud83d\udc4d\nAll prices and rates are in USD.\n\nPlan Monitoring\nThe Plan Monitoring provides information about your service subscription plan. The information includes statuses of the account's current active features and features that must be configured, set up, or provisioned. With these details, staff administrators can take appropriate actions, such as managing the call minutes and storage for the month, purchasing additional licenses, or upgrading the service to ensure that business operations run smoothly.\nPlan Monitoring can be segmented into four parts:\n\nSubscription Summary\nUpgrade Button\nWhere Your Customers Come From\nHow Your Staff Can Engage with Your Customers\n\n\nSample Plan Monitoring\n\n\u2757\ufe0f\nThe data on display in Plan Monitoring may not be updated in real-time. Please refer to the official invoice we send you every month for actual usage and fees subject to payment.\n\nThe Subscription Summary displays the following information, depending on the service subscription plan:\n\nPlan Name\nNext payment date\nMonthly fee\nNumber of Staff licences\nAvailable and used voice call minutes\nAvailable and used video call minutes\nAvailable and used storage space (in GB)\n\nThe Upgrade button lets you email the CINNOX Sales Team if you wish to upgrade your service subscription plan.\nWhere Your Customers Come From displays the status and usage statistics for the following CINNOX features that direct visitor and customer enquiries:\n\nVirtual Numbers\nDirectory\nSocial Pages\nExternal Contacts\n\nYou can manage any of these features by clicking on the vertical ellipsis ( ) icon beside them. Create or Manage will appear as options, and they will direct you to the features' respective pages in the CINNOX Dashboard.\nHow Your Staff Can Engage with Your Customers displays the status and usage statistics for the following CINNOX features that help you manage visitor customer enquiries or help you better engage them:\n\nDestinations\nStaff Accounts\nCampaigns\nAudio Transcriptions\n\nYou can manage any of these features by clicking on the vertical ellipsis ( ) icon beside them. Create or Manage will appear as options, and they will direct you to the features' respective pages in the CINNOX Dashboard.\nFeature Status\nEach of the above features may have the following status:\n\n\nAvailable: The feature is available and is working correctly. It displays a bar graph of its usage statistics and, in some cases, monthly fees.\n\nPending: The feature is available but needs to be configured. Staff administrators would have the appropriate link(s) to address this status.\n\nProcessing\/Provisioning: The feature is being activated and will be available shortly. This status usually applies to features added to an existing subscription plan.\n\nLocked: The feature is unavailable for the current subscription plan. Staff administrators can purchase the feature as an add-on or upgrade their subscription to access it.\n\nCompany Profile\nThe Company Profile page displays the details given to CINNOX when you have registered and service has been provisioned.\n\nLocation\nCompany Website\nContact Person\nContact Number\nEmail Address\n\n\nCompany Information\nTo view the Company Profile page:\nGo to My Plan, then click on the Company Profile from the navigation menu.\nYou may edit and update the Company Information, especially when there are changes in your organisation's points of contact.\nTo edit the Company Profile:\n\nClick on the Edit button for the section of details it requires to change.\nUpdate the information on the given fields as necessary. Note that those with (*) are required fields.\nWhen changing the email address, the new one must be the administrator's, which entails a verification step.\nClick on Save.\n\n\nChanging Company Profile Details\nMarketplace\nThe Marketplace is a section in the CINNOX Dashboard for plan upgrades of your CINNOX current subscription.\nTo view all plans available, click the See all features to display the complete feature list of each plan and their corresponding prices on another page.\n\nPlans Comparison\nTo upgrade to any plan, click the **** button to message our CINNOX Team.\n\nInvoice \/ Receipt\nThe Invoice \/ Receipt lets you download a copy of the issued statement due in PDF format of your subscription plan and usages.\nTo view and download an issued invoice:\n\nGo to My Plan from the navigation menu and click on the Invoice tab.\nSelect a year in the filter for the invoice you want to see.\nClick on the arrow to download a PDF copy of your selected month.\nOnce downloaded, open the PDF file to view the Invoice Summary and the Invoice Details of your plan subscription and usages.\n\n\nInvoice\nRate Table\nA section in the CINNOX Dashboard where staff members can check the call rates per minute for landline, mobile, CINNOX calls, and SMS rates per message for the supported locations.\nThe Rate Table lets you check the call and messaging rates for each of the supported locations:\n\nLandline Call Rate (per minute)\nMobile Call Rate (per minute)\nSMS Rate (per message)\n\n\nRate Table Example\nTo view the Rate Table:\n\nGo to My Plan from the navigation menu and click on the Rate Table tab.\n\nThe table displays the Country\/Region code, destination, and rates.\n\n\ud83d\udcd8\nCalls are billed per minute.\nCINNOX calls (Staff-to-visitor and Staff-to-Staff VoIP calls) have a fixed charge rate per minute in all countries.\nThe above services are provided in accordance with the Terms and Conditions. CINNOX reserves the right to terminate the offer or amend any terms and conditions from time to time without prior notice.\n\nUpdated 5 months ago\n\n\n\nManaging Storage","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917114","update_time":"1765937055"},"pure_content":"My Plan lets you view and monitor your company service subscription plan's details and usage.\nIt has the following sections or tabs:\n\nPlan Monitoring\nCompany Profile\nMarketplace\n\n\n\ud83d\udc4d\nAll prices and rat"},{"id":"672306","string_id":"649GWN7w","status":"1","parent_id":"671830","slug":"cancelling-cinnox-account","order":"4","name":"Cancelling CINNOX Account","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Cancelling CINNOX Account","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764925719","add_time":"1764917111","update_time":"1765945048","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672306\", \"671830\", \"671820\"]","content":{"content_id":"672306","content":"If you have to cancel your CINNOX account, don't hesitate to contact your business representative or email us at [[email\u00a0protected]](\/cdn-cgi\/l\/email-protection#c0b3a1aca5b380a3a9aeaeafb8eea3afad).\n\nRead our [CINNOX Master Subscription Agreement](\/docs\/terms-and-conditions#5-term-suspension-and-termination) for more details on the account's terms, suspension and termination.","pure_content":"If you have to cancel your CINNOX account, don't hesitate to contact your business representative or email us at [email\u00a0protected].\nRead our CINNOX Master Subscription Agreement for more details on the account's terms, suspension and termination.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917111","update_time":"1765945047"},"pure_content":"If you have to cancel your CINNOX account, don't hesitate to contact your business representative or email us at [email\u00a0protected].\nRead our CINNOX Master Subscription Agreement for more details on th"},{"id":"672305","string_id":"u8DUM4rz","status":"1","parent_id":"671830","slug":"workflows","order":"3","name":"Workflows","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Workflows","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1765945053","add_time":"1764917111","update_time":"1765945053","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672305\", \"671830\", \"671820\"]","content":{"content_id":"672305","content":"Create workflows with ruled-based logic to automate repetitive tasks that run independently without staff interventions to save time and reduce human errors.","pure_content":"Create workflows with ruled-based logic to automate repetitive tasks that run independently without staff interventions to save time and reduce human errors.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764917111","update_time":"1765945053"},"pure_content":"Create workflows with ruled-based logic to automate repetitive tasks that run independently without staff interventions to save time and reduce human errors."}],"content":{"icon":"","desc":"","content_id":"671830","add_time":"1764902125","update_time":"1765439340","content":"","is_traffic_less":"0","file_type":""},"hot_list":[],"user_read_num":"0","is_auth":"0"},"msg":"Success","code":200}