Internal (Staff) and External Contacts

CINNOX lets you store and find information about people inside and outside your organisation, such as names, email addresses, and phone numbers.


External Contacts vs Contacts

Regarding managing people outside your organisation, External Contacts and Contacts have the same features and functionalities.

However, when uploading, downloading, editing, or deleting external contacts in bulk, we recommend using External Contact Management in your Dashboard - Contacts Management menu.

Meanwhile, the Contacts in your Workspace (Dashboard and App) are best for adding, searching, editing, removing individual contacts, making calls or sending an SMS text to them.

You can view your contacts by category (e.g., External Contacts, Internal Contacts) and keep their information up-to-date.


Search Contacts

You can search for internal (Staff) or external contacts by typing their name in your Utility panel's search bar.


Search Contact


Internal (Staff) Contact List

The Staff Contacts List displays the following details of your fellow staff members or colleagues:

  • Profile image/avatar
  • Staff name
  • Extension number
  • Availability Status

Staff Contact List

Clicking on a staff member's name or avatar will display the following detailed information:

  • Profile avatar
  • Staff name
  • Phone Number
  • Email Address
  • Role
  • Department
  • Job Title
  • Time Zone
  • Extension Number

You can directly make a call (video call, audio, phone number) or send a chat or SMS when the staff phone number is available.


Internal (Staff) Contact Details


External Contact List

The External Contact List lets you store, manage, and share information about people outside your organisation, such as leads, prospects, and customers.

You can add new contacts, search, edit, and remove details from your external contacts.



  • Please note that all agents can access external contacts, and are allowed to edit, delete and merge external contacts, regardless of who created them.

External Contact List

You can make an outgoing off-net call or send an SMS when the external contact phone number is available.


External Contact Details

Creating New External Contacts

To create an external contact:

  • Go to Workspace > Contacts from the navigation menu, then click the ➕ icon at the bottom of the page.

  • On the Create Contact page that will be displayed on the Type dropdown list, select any of the following values:

    • Lead (default selection)
    • Prospect
    • Customer
    • Other
  • Fill out or select the appropriate values for the following fields:

    • First Name
    • Last Name
    • Country Code
    • Mobile number
    • Email address
  • Click the Contact Label dropdown list to select the suitable contact label.

  • Select Save and create new to save the entered details and create a new Contact without leaving the screen.
  • To view and fill out additional contact details, click on More Details.

The window will display the following:

  • Personal Information

    • First Name
    • Last Name
    • Type
    • Level
    • Company
    • Job Title
    • Department
    • Birth Date (in MM/DD/YYYY format)
    • Language (select from the dropdown list)
      • English
      • Japanese
      • Simplified Chinese
      • Traditional Chinese
    • Group
  • Phone number

    • Mobile
    • Work
    • Home
    • Other
  • Email address

    • Work
    • Personal
    • Others
  • Mailing Address

    • Zip Code
    • Street
    • City
    • State
    • Country
  • Social Messaging

    • Messenger
    • WhatsApp
    • WeChat
    • LINE
    • Twitter
    • LinkedIn
    • WOZTELL (WhatsApp Cloud)
    • WOZTELL (Facebook)
    • WOZTELL (Instagram)
  • Fill out the custom fields if required.

  • Click on Create. The newly created external contact has been added to your External Contacts List.


Adding Notes to Contact

Adding notes to contact is a simple way to inform your group about something important.

You can add, view/edit notes to your contacts anytime.

To add a note to contact:

  • Find the name of a contact and open its Profile.
  • Click the Add New Note button located after the personal information of the contact; the Add New Note pop-up window will display
  • Add your note.
  • Click Add to save the note

Adding a note to a contact


More about External Contacts

Manage your External Contacts with the following features:

Please refer to our External Contacts Management section of this Guide.