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

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

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Searching for Contacts

You can search for individual contacts by typing their name in the search bar of your Contacts screen.

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Staff Contacts List

The Staff Contacts List (internal) displays the following details of your fellow Staff members or colleagues:

  • Profile image/avatar
  • Staff name
  • Extension number
  • Availability status
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Tapping on a Staff member's name or avatar will display the following detailed information:

  • Profile image/avatar
  • Availability status
  • Staff name
  • Role
  • Phone number
  • Email address
  • Other Information
    • Team
    • Extension number
    • Timezone
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To start a conversation with a staff member, tap the On-net Call, Message, or Video Call button.

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External Contacts 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, search, edit, and remove details from your external contacts, such as first name, last name, phone number, and email address.

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CINNOX Contact Management does not automatically detect and alert your duplicate entries for your contacts. You can merge your contacts manually or based on the suggestions when handling an enquiry by their phone number or email address.
See more details in our Merging Contact section of this Guide.

Creating External Contacts

To create an external contact:

  • From the menu tab, go to Contacts andthen tap the Create New Contact icon located on the top-right corner of your screen.
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  • On the New Contact screen that will appear, fill out the following details:
  • Personal Information
  • First Name
  • Last Name (Required)
  • Type - tap > and select any of the following:
    • Lead - default selection
    • Prospect
    • Customer
    • Other
  • Level - tap > and select any of the following:
    • Primary
    • Secondary
    • Tertiary
  • Tap +Add Phone Number to add Phone Number
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  • After tapping +Add Phone Number, add the phone number and select one of the phone number types by tapping > including Mobile (Default Selection), Work, Home and Other.
  • Tap Add.
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  • Tap +Add Email and tap > to select one of the following email types, either Work, Personal and Other. Tap Add.

  • Tap Add more fields to fill out other information such as:

    • Company
    • Job Title
    • Team
    • Birth Date (DD/MM/YYYY)
    • Language (Tap > to select one of the languages which are either English, Simplified Chinese, Traditional Chinese and Japanese.)
    • Group
    • Mailing address (Tap > to fill in Address, City, State, Zip code and select one of the Coutry/Region by tapping > to select.)
  • And also fill in the fields in the Custom Fields section.

  • Tap +Add Social Media to select one of the social media the visitor is using, such as Messenger, WeChat, WhatsApp, LINE, Twitter, LinkedIn, WOZTELL (WhatsApp Cloud, Facebook or Instagram) and provide the User Name/ID for the corresponding the social media account. Tap Add.

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  • Tap Create when you finish to save the information.
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  • The required external contact is created successfully. The newly created external contact will be added to your External Contacts List.
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Since using javascript to pass the visitor information via the Web Widget to CINNOX is introduced, the mobile device can display the same information which is passed to CINNOX.

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Adding Notes to Contact

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

You can add, view/edit notes at any time to your contacts.

To add a note to contact:

  • Find the name of a contact and open its Profile.
  • Tap the :heavy-plus-sign: icon near the Contact Name to open the Add a note pop-up screen
  • Add your note
  • Tap Add to save the note
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Adding a note to a contact

 

Viewing External Contact Details

To view an external contact's details:

  • On your Contacts screen, tap an external contact's name to view their details.

The Contact Details screen will display the following tabs:

  • Personal: has the contact's first and last name, phone number, email address, Contact Owner and Share with information, and Change Log. The change log lists down the five most recent updates made to the contact.
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  • Journey: tracks the pages and actions your contact has visited and done on your website.
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  • Activity: has the enquiry and engagement history details. When you tap the closed enquiry, you can see conversation history in the enquiry room.
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  • Device: has the contact's device information when they started an enquiry.
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Contact Device Information

 

Editing External Contact Details

To edit an external contact's details:

  • On your Contacts screen, tap an external contact's name to view their details.
  • On the Contact Profile screen, tap the Edit icon of the external contact.
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  • Enter the details you are required to add or update in the contact's profile.
  • Tap Save. A message that the Contact Details have been successfully updated will be displayed.
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Sharing External Contacts

As an owner or a Staff administrator, you can share External Contacts with your fellow staff members.

  • On your Contacts screen, tap an External Contact's name to view their details.
  • On the Contact Profile screen, scroll down and tap Share with
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  • Tap the Share contact with button.
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  • Select the Staff member(s) you wish to share the External Contact's details with.
  • Tap Share. A pop-up message will appear, asking you to confirm the action.
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  • Tap Share.
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Merging Contacts

If you have duplicate contacts for the same person, you can merge them.

  • Tap Merge Contact and search for the contact (including the information stored in the custom field) you want to merge.
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  • Tap Merge Contact and search for the contact you want to merge.
  • Select the fields you want to keep from each contact just if one has information that the another does not.
  • Tap Merge again to confirm the merging. A toast message "Contact merged" will appear once successfully merge the two contacts and all activities including closed and ongoing enquiries can be viewed in just one room.
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Merging Contacts in the Contact List

 

For more details about merge contacts and merged rooms view, see Merging Contacts section of this Guide.

Transferring External Contact Ownership

As an owner or a Staff administrator role, you can transfer your External Contact ownership to a fellow Staff member.

  • On your Contacts screen, tap an External Contact's name to view their details.
  • On the Contact Profile screen, scroll down and tap Transfer Ownership.
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  • On the Transfer Ownership window that will pop out, select the Staff member you wish to transfer your External Contact's details.
  • Tap Transfer. A pop-up message will appear, asking you to confirm the action.
  • Tap Transfer.
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Deleting External Contacts

As an owner or a Staff administrator, you can delete External Contacts.

  • On your Contacts screen, tap an External Contact's name to view their details.
  • On the Contact Profile screen, scroll down and tap Delete Contact. A pop-up message will appear, asking you to confirm the action.
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  • Tap Confirm.
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  • Tap OK.
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When you remove an External Contact from your Contacts List, the chat room you have with them will remain in your Recent list unless their enquiry has been resolved and can be closed.


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