Labelling an Enquiry

Labels help you organise and categorise the enquiries in CINNOX.

Staff may want to recheck or refer to an enquiry while attending their current enquiry and see how many enquiries have the same topic, category, group or level. So the enquiries can be listed with a Label name for future reference. Staff can Label the enquiries when attending an enquiry in the Workspace or label them on the Enquiry Overview page.

How to add Labels to an Enquiry?

In the Enquiry chat room

• Navigate to Workspace > Tap on the Chat.
• Tap on the sender's name at the top of the page. The Chat Room Information page will open.
• Tap on the Edit Label.
• Search and select the required labels and then tap Save to update the label names on the Enquiry.

In the Enquiry Overview

• Navigate to the Enquiries Overview.
• Tap and open the enquiry to be labelled.
• Tap on the Edit button in the Label column.
• Search and then select the required label names and tap Save to update the label names on the Enquiry.

Filtering Enquiries using Labels

Label filters allow the staff to filter enquiries based on the selected one or more label(s).

• Navigate to the Enquiries Overview.
• Tap on the Filter icon. In the Label Menu, select the label condition and the label from the drop-down list.
• Tap on the Apply button.

Tips You Need to Know

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Please Note

• You can select more than one label during a search.
• Condition "Matches exact label" from the drop-down list filters if the enquiry has all the selected labels. Condition "Any labels" from the drop-down list filters all the enquiries with any chosen labels.
• The condition "Include enquiries without labels" with the checkbox filters the enquiries with no labels.