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.

To filter your contacts, tap the filter icon and select your preferred option.

 

Searching for Contacts

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

 

Staff Contacts 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

Clicking 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
  • Extension number
  • Job title
  • Timezone

To start a conversation with a staff member, tap the On-net Call, Message, or Video Call button.

 

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.

 

📘

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 then tap the Create New Contact icon located on the top-right corner of your screen.
  • On the New Contact screen that will appear, fill out the following details:

    • Visitor Information
      • First Name
      • Last Name - required field
      • 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
      • Company
      • Job Title
      • Department
      • Birth Date
      • Language - tap > and select any of the following:
        • English
        • Traditional Chinese
        • Simplified Chinese
        • Japanese
      • Group
  • Fill out the following fields:

    • Phone Number

      • Mobile
      • Work
      • Home
      • Other
    • Email

      • Email
      • Other Email
    • Social Messaging

      • Messenger
      • WeChat
      • WhatsApp
      • LINE
  • Fill out the following fields:

    • Address
      • Address
      • City
      • State
      • ZIP Code
      • Country/Region - tap > and select any of the options provided
  • Tap Create.

The newly created external contact will be added to your External Contacts List.

 

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
Adding a note to a contactAdding a note to a contact

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 Sharing information, and Change Log. The change log lists down the five most recent updates made to the contact.
  • Journey: tracks the pages and actions your contact has visited and done on your website.
  • Activity: has the enquiry and engagement history details.
  • Device: has the contact's device information when they started an enquiry.
Contact Device InformationContact Device Information

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 Details screen, tap the Edit icon.
  • Enter the details you would like to add or update in the contact's profile.
  • Tap Save. A message that the Contact Details have been successfully updated will be displayed.

 

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 Details screen, scroll down and tap Share with
  • Tap the Share contact with button then on the pop-up window that will appear, 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.
  • Tap Share.

 

Merging Contacts

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

  • Tap Merge to 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.
Merging Contacts in the Contact ListMerging Contacts in the Contact List

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 Details screen, scroll down and tap Transfer Ownership.
  • 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.

 

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 Details screen, scroll down and tap Delete Contact. A pop-up message will appear, asking you to confirm the action.
  • Tap Confirm.

🚧

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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