Managing Auto Close Enquiry

The auto-close enquiry allows you to streamline your workflow by automatically closing your handled enquiries that have been inactive for a while. The system sends a notification to your visitor, customer and staff before closing the enquiry. It displays the number of hours or days before the enquiry is closed. By automatically closing the enquiries, your team can focus on enquiries that customers respond to actively.

Configure the setting below to allow the automatic closure of enquiries.

 

Auto Close Enquiry Setting

Enable the Auto Close Enquiry

To enable the Auto Close Enquiry,

  • Log in to your CINNOX Web Dashboard
  • From the navigation menu, go to Administration > Tools & Settings > Auto Close Enquiry.
  • Click on the Edit button in the General Settings.
  • Enable the Allow the system to auto-close handled enquiries switch.
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Enabling the Autoclose

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Reminder

  • After enabling the system to close handled enquiries automatically, you are allowed to customise the notification message and email to suit your requirements. Please refer to the Custom Auto-Close Notification Message section for customising auto-close notification messages and emails while creating tags, social channels and email channels.

 

Auto Close Chat and Email Enquiry Settings

The system will send the auto-close notification when the chat room doesn't have a new message after

  • You must set up the time of day, hour or minute in the Chat and Email Enquiry drop-down option to send a chat message or email to notify the customer that the enquiry will be closed.

 

The agent receives the auto-close notification message when the countdown reaches the time mentioned in the timer column.

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At the same time, the customer receives the notification message or email in their respective channel from where they sent their enquiry.

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Notification - Visitor View

 

The system will close the enquiries when a notification has been sent after

  • Next, you will set up the time in the day, hour or minute to send the autoclose enquiry in the Chat and Email Enquiry columns. The customer will receive an email or chat message about closing the enquiry. The system will consider the customer's upcoming enquiries as new ones.

After setting up the timing, click on the Save button.

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Timer Settings

 

When it is time to auto-close the enquiry by the system, staff will be notified that the enquiry is closed.

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AutoClose - Agent View

 

The visitor also receives the enquiry closed email or chat message simultaneously.

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Things to Know

  • The timer counts after the last message is sent in the chat room.
  • The Timer starts to recount after a new message is sent or received in the chat room.
  • The enquiry will follow the old setting if a new time is set after sending an auto-close notification.
  • Click on the Show Preview and check the default notification messages sent to your customer.

 

Close Inactive Enquiries

Enquiries that have been inactive for a long time can be closed all at once using the Close Inactive Enquiries.

  • Click on the Execute button.
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Close Inactive Enquiry

  • A confirmation pop-up appears; click on the Confirm button to close the enquiries older than 7 days.
  • The Execute button is displayed as Processing, which means the older enquiries are getting closed. This process takes a longer time to complete.
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Closing Enquiries under Progress

 

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Important Note

The Agent and the visitor will not be informed of the enquiry closure when it is closed through the Close Inactive Enquiries process.

 

Disable the Auto Close Enquiry

The agent or admin can disable the Auto Close Enquiry anytime.

To disable the Auto Close Enquiry,

  • Log in to your CINNOX Web Dashboard
  • From the navigation menu, go to Administration > Tools & Settings > Auto Close Enquiry.
  • Click on the Edit button in the General Settings.
  • Disable the Allow the system to auto-close handled enquiries.
  • Click on the Save button.
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Disable Auto Close Enquiry