Contacts
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.
![all contacts (CXMA)(Contacts)(V370).png 1125](https://files.readme.io/51a2278-all_contacts_CXMAContactsV370.png)
Searching for Contacts
- You can search for individual contacts by typing their name in the search bar on your Contacts screen.
![search contacts (contacts)(V370.jpg 1107](https://files.readme.io/9b452a5-search_contacts_contactsV370.jpg)
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
![Contacts (show status_availability)(CXMA)(V370).jpg 1124](https://files.readme.io/e2b34c9-Contacts_show_status_availabilityCXMAV370.jpg)
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
![internal contacts profile (CXMA)(V370).png 1124](https://files.readme.io/ef09b5b-internal_contacts_profile_CXMAV370.png)
Tap the On-net Call, Message, or Video Call buttons to start a conversation with a staff member.
![on-net call_video call_message (CXMA)(V370).jpg 1124](https://files.readme.io/919eeac-on-net_call_video_call_message_CXMAV370.jpg)
The internal Staff Contacts List also shows the CINNOX Q&A Bot when the corresponding Chatbot in Workspace toggle is turned on in the CINNOX Dashboard. Please refer to the CINNOX Q&A Bot Configuration page for details on configuring and enabling the CINNOX Q&A Bot.
- Tap the Message icon.
![](https://files.readme.io/1110fa2-click_message_in_QnA_Bot_ContactsCXMAv4.2For_QnA_bot.jpg)
- You can send a message to the CINNOX Q&A Bot in the workspace contact list of the staff. The CINNOX Q&A Bot will reply to your messages based on the selected data source.
![](https://files.readme.io/ccd73d9-send_message_to_QnA_bot_ContactsCXMAv4.2For_QnA_bot.jpg)
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.
![external contact list (CXMA)(external contact)(V370)2.png 1125](https://files.readme.io/f54e215-external_contact_list_CXMAexternal_contactV3702.png)
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:
- Go to Contacts from the menu tab and tap the Create New Contact icon on the top-right corner of your screen.
![external contact list (CXMA)(external contact)(v370)1.jpg 1125](https://files.readme.io/a08147d-external_contact_list_CXMAexternal_contactv3701.jpg)
- On the New Contact screen that will appear, fill out the following details:
- Personal Information
- First Name
- Last Name (Required)
- Tap > and select any of the next:
- Lead - default selection
- Prospect
- Customer
- Other
- Level - tap > and select any of the next:
- Primary
- Secondary
- Tertiary
- Tap +Add Phone Number to add the Phone Number
![add phone number (CXMA)(custom field)(v370).jpg 1125](https://files.readme.io/160f149-add_phone_number_CXMAcustom_fieldv370.jpg)
- 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.
![add phone number (CXMA)(custom field)(v370).jpg 1132](https://files.readme.io/512cce7-add_phone_number_CXMAcustom_fieldv370.jpg)
-
Tap +Add Email and tap > to select one of the following email types: Work, Personal or 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: English, Simplified Chinese, Traditional Chinese and Japanese.)
- Group
- Mailing address (Tap > to fill in Address, City, State, Zip code and select one of the Country/Region by tapping > to select.)
-
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.
![fill in the fields in custom fields (CXMA)(custom fields).jpg 1125](https://files.readme.io/41745e2-fill_in_the_fields_in_custom_fields_CXMAcustom_fields.jpg)
- Tap Create when you finish saving the information.
![click create to save the information in the custom field(custom field)(v370).png 1125](https://files.readme.io/2168421-click_create_to_save_the_information_in_the_custom_fieldcustom_fieldv370.png)
- The required external Contact is created successfully. The newly created external Contact will be added to your External Contacts List.
![contact profile is created (Custom field)(v370)(CXMA).png 1125](https://files.readme.io/192c3f5-contact_profile_is_created_Custom_fieldv370CXMA.png)
Since using JavaScript to pass the visitor information via the Web Widget to CINNOX is introduced, the mobile device can display the same information passed to CINNOX.
![use javascript to pass information (CXMA)(V370)(custom fields).jpg 401](https://files.readme.io/df1d3db-use_javascript_to_pass_information_CXMAV370custom_fields.jpg)
Adding Notes to Contact
Adding notes to contact is a simple way to inform your group about something important.
You can add, view or edit notes to your contacts anytime.
To add a note to contact:
- Find the name of a contact and open its Profile.
- Tap the ➕ icon near the Contact Name to open the Add a note pop-up screen.
- Add your note.
- Tap Add to save the note.
![add note to external contacts (CXMA)(V370).jpg 3564](https://files.readme.io/71e8836-add_note_to_external_contacts_CXMAV370.jpg)
Adding a note to a contact
Viewing External Contact Details
To view external contact details:
- To view their details, tap an external contact's name on your Contacts screen.
The Contact Details screen will display the following tabs:
- Personal: Has the contact's first and last name, phone number, email address, Contact Owner, Share with information, and Change Log. The change log lists the five most recent updates made to the Contact.
![personal (external contacts)(CXMA)(v370).png 1125](https://files.readme.io/8edd875-personal_external_contactsCXMAv370.png)
- Journey: tracks the pages and actions your Contact has visited and done on your website.
![journey (external contacts)(CXMA)(v370).png 1125](https://files.readme.io/a6f5c06-journey_external_contactsCXMAv370.png)
- Activity: has the enquiry and engagement history details. You can see the conversation history in the enquiry room when you tap the closed enquiry.
![activity (external contacts)(CXMA)(v370).png 1125](https://files.readme.io/cff075e-activity_external_contactsCXMAv370.png)
- Device: had the Contact's device information when they started an enquiry.
![device (external contacts)(CXMA)(v370).png 1125](https://files.readme.io/1135d53-device_external_contactsCXMAv370.png)
Contact Device Information
Editing External Contact Details
To edit an external contact's details:
- To view their details, tap an external contact's name on your Contacts screen.
- On the Contact Profile screen, tap the Edit icon of the external Contact.
![external contact (edit)(CXMA)(V370).png 828](https://files.readme.io/4b40884-external_contact_editCXMAV370.png)
- Enter the details you must add or update in the Contact's profile.
- Tap Save. A message that the Contact Details have been successfully updated will be displayed.
![save after edit_external contact(CXMA)(V370).png 828](https://files.readme.io/c439bc2-save_after_edit_external_contactCXMAV370.png)
Sharing External Contacts
You can share External Contacts with fellow staff members as owners or administrators.
- To view their details, tap an External Contact's name on your Contacts screen.
- On the Contact Profile screen, scroll down and tap Share with
![share contact (external contacts)(CXMA)(V370)1.jpg 828](https://files.readme.io/1b78f8e-share_contact_external_contactsCXMAV3701.jpg)
- Tap the Share contact with button.
![share contact with (external contacts)(V370)1.jpg 828](https://files.readme.io/06e1e52-share_contact_with_external_contactsV3701.jpg)
- 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.
![share contact with staff (external contact)(CXMA)(V370)1.jpg 828](https://files.readme.io/6a4853c-share_contact_with_staff_external_contactCXMAV3701.jpg)
- Tap Share.
![click on share contact (external contact)(CXMA)(V370)1.jpg 828](https://files.readme.io/4349c4b-click_on_share_contact_external_contactCXMAV3701.jpg)
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.
![merge contact (CXMA)(external contact)(V370)1.jpg 828](https://files.readme.io/c8db8c6-merge_contact_CXMAexternal_contactV3701.jpg)
- Tap Merge Contact and search for the Contact you want to merge.
- Select the fields you want to keep from each Contact if one has information that the other does not.
- Tap Merge again to confirm the merging. A toast message "Contact merged" will appear once you successfully merge the two contacts, and all activities, including closed and ongoing enquiries, can be viewed in just one room.
![merge contact (external contact)(CXMA)(V370)1.jpg 828](https://files.readme.io/b884db3-merge_contact_external_contactCXMAV3701.jpg)
Merging Contacts in the Contact List
For more details about merge contacts and rooms view, see the Merging Contacts section of this Guide.
Transferring External Contact Ownership
You can transfer your External Contact ownership to a fellow Staff member as an owner or a Staff administrator role.
- To view their details, tap an External Contact's name on your Contacts screen.
- On the Contact Profile screen, scroll down and tap Transfer Ownership.
![transfer contact (external contacts)(CXMA)(V370)1.jpg 828](https://files.readme.io/8dfd458-tranfer_contact_external_contactsCXMAV3701.jpg)
- On the Transfer Ownership window that will pop out, select the staff member to whom 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.
![click transfer ownership (external contact)(CXMA)(v370)1.jpg 828](https://files.readme.io/ca200ca-click_transfer_ownership_external_contactCXMAv3701.jpg)
Deleting External Contacts
As an owner or a Staff administrator, you can delete External Contacts.
- To view their details, tap an External Contact's name on your Contacts screen.
- On the Contact Profile screen, scroll down and tap Delete Contact. A pop-up message will appear, asking you to confirm the action.
![delete external contacts (external)(V370)(CXMA)1.png 828](https://files.readme.io/2ce0eff-delete_external_contacts_externalV370CXMA1.png)
- Tap Confirm.
![click confirm deletion (CXMA)(v370)(external contact)1.jpg 828](https://files.readme.io/53a7524-click_confirm_deletion_CXMAv370external_contact1.jpg)
- Tap OK.
![tap OK to confirm the deletion(external contact)(V370)(CXMA)1.jpg 828](https://files.readme.io/c3f8fac-tap_OK_to_confirm_the_deletionexternal_contactV370CXMA1.jpg)
When you delete an External Contact from your Contacts List, your chat room with them will remain in your Recent list unless their enquiry has been resolved and closed.
Updated 12 months ago