Following Up on Missed Enquiries

Missed enquiries are calls and chats initiated by your visitors that were left unattended until they reached the waiting time limit.

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Enquiry Centre > Missed Enquiry

You can further filter missed enquiries into the following:

  • All enquiries - the default display
  • With Voicemails only - only displays missed enquiries that contain voicemail messages from visitors and customers
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Filter Missed Enquiry

 

Another way to view missed enquiries is through the Enquiry Overview.

 

Suppose you are staff with an agent role. In that case, you can only access missed enquiries associated with Directory - Tag, Virtual Numbers and Social that your administrator has set you to be a Destination end-point.

 

Enquiry Details

Each enquiry will have the following details:

  • Visitor information (name, visitor ID, or phone number)
  • Enquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)
  • Source (if from Tag, virtual number, or Social)
  • Date and time enquiry creation
  • Location
  • Language
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Enquiry Details

To view the above details of an enquiry, click on it from the Missed Enquiries tab. CINNOX will display these details in a pop-up window.

 

Visitor Details

If the Visitor Forms (Pre-Chat Form and/or Offline Support Form) are enabled, the following details will also be available when you click on an enquiry detail:

  • First Name
  • Last Name
  • Email
  • Phone Number
  • Message (available in Offline Support Form only)

 

Following Up on Missed Enquiries

You can follow up on a missed enquiry by clicking on it from the Enquiry Centre. CINNOX will then create a room in your Workspace where you will handle the enquiry.

When the visitor accepts to continue the enquiry with follow-up, it will move to the Handling section, and its status will change to Followed-Up.

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Follow up a missed enquiry

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Visitor side - when an agent followed-up

 

You can see the visitor contact details in the chat room when you followed up.

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There will be instances when you can no longer follow up on an enquiry because the visitor has already left. CINNOX will display a message that the Visitor is not responding, you can try to follow up again or close the enquiry.

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Closing a missed enquiry

In such instances, you may try and contact the visitor using the details they provided, if any.

To ensure that no visitor slips through the cracks, we recommend that you enable the Visitor Forms. For more details, refer to the Visitor Forms section of this Guide.


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