Serving Chat Enquiries

CINNOX chat works the same way as any instant messaging application. Using an internet connection, you can send and receive instant messages to and from your visitors.

Your website visitors and customers can chat with you using the CINNOX Widget's Tag Directory, Staff Directory, or click-to-action (CTA) button. They can also reach you through the weblinks and QR codes you share or post in marketing campaigns and advertisements or by sending a message on your Facebook Pages.

You can answer and attend to these messages as enquiries on your CINNOX service. CINNOX lets you switch between calls and chat, depending on the support and response needed from your business support operations. You can also switch between rooms and reply to messages from your Space group chats.

 

Enquiries from the Website

The conversation between you and your website visitor begins when they click on the CINNOX Widget and selects the chat icon in the Tag or Staff Directory, or when they click on a click-to-action (CTA) button (1).

Widget visitor opens a chat enquiryWidget visitor opens a chat enquiry

Widget visitor opens a chat enquiry

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Staff enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel (2).

To answer the enquiry, tap its icon in the Open Enquiry panel. CINNOX then creates a chat room where you and your visitor can send and receive messages simultaneously.

Widget visitor and agent chat conversationWidget visitor and agent chat conversation

Widget visitor and agent chat conversation

 

Enquiries from Web Links and QR Codes

The conversation between you and your visitor using a CINNOX weblink or QR Code begins when they click the weblink or scan the QR code, then click on the Engage Now button on the web page that appears.

Web link/QR code visitor web viewWeb link/QR code visitor web view

Web link/QR code visitor web view

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Direct Enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

Facebook Page Visitor Open EnquiryFacebook Page Visitor Open Enquiry

Facebook Page Visitor Open Enquiry

To answer the enquiry, tap its icon in the Open Enquiry panel. CINNOX then creates a chat room where you and your visitor can send and receive messages simultaneously.

 

Enquiries from Social

Facebook Pages

The conversation between you and your Facebook Page visitor begins when they click on the Send Message button on the page and then send their first message in the chat window. CINNOX then replies with an automated welcome message.

Facebook Page VisitorFacebook Page Visitor

Facebook Page Visitor

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Facebook Page enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

Facebook Page Visitor and Agent Chat ConversationFacebook Page Visitor and Agent Chat Conversation

Facebook Page Visitor and Agent Chat Conversation

To answer the enquiry, tap its icon in the Open enquiry panel. CINNOX then creates a chat room where you and your visitor can send and receive messages simultaneously.

 

WeChat Official Account

The conversation between you and your WeChat visitor begins when they follow your WeChat Official Account and then send their first message in the chat window. CINNOX then replies with an automated welcome message.

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the WeChat enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from WeChat comes with a WeChat icon, and a profile photo of the user indicates that your customer is using the WeChat account.

WeChat EnquiryWeChat Enquiry

WeChat Enquiry

To answer the enquiry, click on its icon in the Open Enquiry panel. CINNOX then creates a chat room where you and your visitor can send and receive messages simultaneously.

WeChat Visitor and Agent Chat ConversationWeChat Visitor and Agent Chat Conversation

WeChat Visitor and Agent Chat Conversation

 

WhatsApp Business API

The conversation between you and your WhatsApp visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message.

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the WeChat enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from WhatsApp comes with a WhatsApp icon, and a profile photo of the user indicates that your customer is using the WhatsApp account.

WhatsApp EnquiryWhatsApp Enquiry

WhatsApp Enquiry

To answer the enquiry, click on its icon in the Open Enquiry panel. CINNOX then creates a chat room where you and your visitor can send and receive messages simultaneously.

WhatsApp Visitor and Agent Chat ConversationWhatsApp Visitor and Agent Chat Conversation

WhatsApp Visitor and Agent Chat Conversation

 

LINE Official Account

The conversation between you and your LINE account visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message.

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the LINE enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from LINE comes with a LINE icon, and a profile photo of the user indicates that your customer is using the LINE account.

To answer the enquiry, click on its icon in the Open Enquiry panel. CINNOX then creates a chat room where you and your visitor can send and receive messages simultaneously.

 

Files Sharing and Transferring Enquiries

You can enhance your conversations with your visitors by maximising the use of other CINNOX features:

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

  • When necessary, transfer an enquiry to another Staff member or a support staff via a Tag. Refer to the Transferring Enquiries section of this Guide for more details.

Updated 3 months ago


What's Next

Sharing Files

Serving Chat Enquiries


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