Serving Chat Enquiries

CINNOX chat works the same way as any instant messaging application. You can send and receive instant messages to and from visitors using an internet connection.

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 your business support operations need. You can also switch between rooms and reply to messages from your Space group chats.

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An open enquiry displays in the Enquiry Panel until a staff member has picked up the enquiry or reached the maximum waiting time.
The maximum waiting time is as follows:

Broadcast Chat Enquiry = 60 seconds

Direct Chat Enquiry = 60 seconds

Enquiries from the Website

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

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.

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 on the web link or scan the QR Code, then tap the Chat button on the web page that appears.

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.

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 Messenger

The conversation between you and your Facebook Messenger visitor begins when they click 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.

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

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

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.

Suppose you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the WeChat enquiries. In that case, 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 the user's profile photo indicates that your customer is using the WeChat 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.

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.

Suppose you are a Staff member with ACTIVE availability status and assigned to a Destination that serves WhatsApp enquiries. In that case, 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 the user's profile photo indicates that your customer is using the WhatsApp 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.

LINE

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.

Suppose you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the LINE enquiries. In that case, 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 the user's profile photo 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.

WOZTELL

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

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

A Woztell enquiry comes with a Woztell icon, and the user's profile photo indicates that your customer is sending an enquiry through the WOZTELL channel.

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.

Enquiries from Email

The email conversation between you and your customer begins when they send their first email to your email support bound with a CINNOX email.

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

An enquiry from email comes with an email icon.

To answer the enquiry, click on its icon in the Open Enquiry panel. CINNOX creates a chatroom where you and your customer can send and receive email replies.

Enquiries from Third Party

The conversation between you and your Third Party channel visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message (if enabled).

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the Third Party channel enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from the Third Party channel comes with a third-party icon, and the user's profile photo indicates that your customer is using the third-party channel.

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX creates a chatroom where you and your visitor can send and receive messages simultaneously.

Enabled Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. You can add descriptions and services, branding, subscription types, or other helpful information related to the channel.

The custom info is displayed on the staff side in the chat room section for the chat enquiry.

Files Sharing and Transferring Enquiries

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

Share images, videos, and documents. For more information on what files you can share in a chat room, refer to the Sharing Files section of this Guide.
Transfer an enquiry to another Staff member or support staff via a Tag when necessary. Refer to the Transferring Enquiries section of this Guide for more details.