Sending and Receiving Chats

CINNOX chat works the same way as any instant messaging application. You can send and receive instant messages to and from your visitors, customers and fellow staff members using the internet connection.

Starting a New Chat

Start the conversation with your visitors, customers and fellow staff members through chat. CINNOX creates a new chat room in your Workspace's Recent Connections area, where you can also jump back to your existing chat rooms.

To start a new chat:

• On your Utility tab, tap the New Chat icon on the top-right corner of the screen.

New chat

• Select New Chat / Space.

• On the Staff List screen that will appear, select the Staff member you would like to converse with.
• Tap Next.

New chat

• On the new chat room screen that will appear, please type your message on the text input bar at the bottom, then tap the Send icon located beside it. Your sent messages will be on the right side, while received ones will be on the left.

Sending and receiving chats

Chat Functions

Below is a summary of available chat functions and the different CINNOX rooms they can be used:

Function	Description	A. Visitor to Staff	B. Staff to Visitor	C. Staff to Staff
Copy Message	Copy selected messages in the chat room.	❌	❌	✅
Recall Message	Recall a message that has previously been posted within five minutes.	❌	❌	✅
Edit Message	Edit a message that has previously been posted within five minutes.	❌	❌	✅
Reply Message	Type the message reply to a specific message or use canned responses as a reply in the chat room and email.	❌	✅	✅
Expand and Collapse the Text Input Bar	Enlarge and reduce the space size of the text input bar.	❌	✅	✅
Share File	Share a text shortcut of personal and channel web links and virtual numbers without memorising them.	✅	✅	✅
Send Quick Link	Share a text shortcut of personal and channel web links and virtual numbers without memorising them.	❌	✅	✅
Forward Message	Forward a sent message or media file from the current chat room to another.	❌	✅	✅
Image Preview	Giving a glimpse of something in part or whole of the image without opening it.	✅	✅	✅
Link Preview	Giving the link an image, title, description, and more, to provide contextual information.	✅	✅	✅

Copying a Message

To copy a posted message inside a chat room:

• Touch and hold on to the message you want to copy, then tap the Copy option that will appear.

Copy message

Recalling a Message

In direct/1-to-1 and group Space chat rooms, you can recall a message or file you posted within five minutes:

• Touch and hold on to the message you want to recall. If the message or file were posted within five minutes, Recall would be among the options that would appear.
• Tap Recall. A pop-up window will appear, asking you to confirm the action.

Recall message

• Tap Recall.

Recall message

Chat rooms with recalled messages will display the following:

You recalled this message - displayed on the sender side/the one who recalled the message
This message was recalled - displayed on the receiver/another side

Recall message

Editing a Message

In direct/1-to-1 and group Space chat rooms, you can edit a message you posted within five minutes:

• Touch and hold on to the message you want to recall. If the message or file was posted within five minutes, Edit will be among the options that will appear.
• Tap Edit. Your original message will appear in the text input bar.

Edit message

• Make the necessary changes to the text, then click on the Send icon.

Chat rooms with edited messages will have the text (Edited) beside the post.

Edit message

Replying to a Specific Message

Reply to a specific message or quoted reply, as the name implies, quotes the specific message you are replying to so that the recipient(s) will have an additional context of your message.

Reply message

To reply to a specific message:

• Touch and hold on to the message you want to reply to, then tap the Reply option that will appear.

Reply message

• Type your message on the text input bar.
  • Note that quoted message you are replying to also appears on top of the text input bar. If you want to cancel the quote, click the (X) icon.
• Tap the Send icon.

Reply message

Replying to a message using canned responses

To reply to a chat message:
You can use public and personal canned responses as reply messages.

• Tap the More (...) icon.

Click on the More button

• Select the option Canned Responses.

Press the option Canned Responses

• Enter the Short Key or keywords to locate your required canned responses.

Enter the short key or keywords

• You can also type the keyword after the slash (/) symbol for the keyword search of the canned responses.

• The canned response is pasted in the text input bar. You can tap the Send icon.

The canned response is pasted in the text input bar

To reply to an email message:

• When you receive an email, tap Reply.

Tap the button Reply

• Tap the button More (...).

Tap the button More

• Tap Canned Responses.

Tap the Canned Responses

• Enter the Short Key or keywords to locate your required canned responses.

Enter the short key or keywords

• The canned response is pasted in the text bar. You can tap the Send icon.

The canned response is pasted in the text bar

Expanding and Collapsing the Text Input Bar

You can adjust the space size of the text input bar for your need.

• Swipe up the text input bar to expand the text input bar.

• Swipe down the text input bar to collapse the text input bar.

Sharing Files

You can maximise the chat room use and enhance your conversations by sharing images, videos, documents, and more.

For more information on what files you can share in a chat room, refer to the Sharing Files section of this Guide.

Sending Quick Links

When composing messages, you can add quick links or text shortcuts to weblinks and phone numbers, so you don't have to memorise them every time you send a message. These quick links resolve to their long-form values when their intended recipients read the message.

CINNOX currently supports quick links that direct to the following:

• A Staff member's Direct Call Weblink
• A Staff member's Direct Chat Weblink
• Tag Weblinks
• Social Weblinks
• Service Numbers
• Personal Numbers

Sending quick link

To access the quick links:

• On the chat room screen, tap the More(...) icon on the left side of the text input bar, then on the options that will appear, select either Weblink or Number.

Sending quick link

• On the pop-up window that will appear, select the weblink or number you wish to add to your message. The quick link will then appear in the text input field.
  • You may switch between weblinks or numbers by tapping their respective tabs on the top of the pop-up window.

Sending quick link

Forwarding a Message

Forward a sent message or media file from the current chat room to another.

To forward a message:

• Touch and hold the message you want to forward, then tap on the Forward text on the options beside it.

Forward message

• Select the message you want to forward to your staff member.
• Tap the forward icon.

• Search for the Staff or Spaces to forward the message.
• Add a caption, but only optional.
• Tap on the Send icon.

Forward message

The forwarded message will be displayed in the selected Staff or Space chat room.

Forward message

Image Preview

CINNOX lets you glimpse something in part or whole of the image without opening it.

Image preview

Link Preview

CINNOX lets you preview the sent Link in the chat room.

• Whenever you, a Staff member, visitor or customer, send a link in the chat room, CINNOX
  automatically expand the link to show a preview of the web page.

Link preview

Zooming in and Zooming out

CINNOX lets you make the image appear much larger and nearer or smaller and further away.

To zoom in and zoom out an image:

• Tap the image you want to preview from the chat room.
• Place your two fingers on the screen of your phone, usually the thumb and the index finger, and move them together to zoom out or move them apart to zoom in on the image.

Message Status

During chat conversations, the following indicators let you know the status of the messages you sent:

Message status

📘

You can only type and send up to 10,000 characters per message.