Managing Auto Close Enquiry

The Auto-Close Enquiry feature is designed to enhance your workflow efficiency by automatically closing handled enquiries that have remained inactive for a certain period. This system can send notifications to your visitors, customers, and staff before closing an enquiry, clearly displaying the remaining hours or days before the enquiry is closed. This automatic closure of enquiries lets your team concentrate on active customer responses.

In addition, the feature now includes the "Close Offnet Call Enquiries" functionality. With this, Offnet call enquiries are set to close automatically once the call is completed. This ensures a seamless and efficient management of all your customer interactions.

 

Turn On Auto Close Enquiry

Close Handling Enquiries

Auto close handling enquiries apply to handled enquiries with no new messages for a certain period.

Here's how to enable this feature:

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

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.
• Then, you must set up the time of the day, hour, or minute to send the auto-close enquiry. 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.

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

The customer receives the notification message or email in the channel they sent their enquiry.

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

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

📘

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 Offnet Call Enquiries

Offnet call enquiries will be automatically closed upon call completion.

Here's how to enable this feature:

• Log in to your CINNOX Web Dashboard
• From the navigation menu, go to Administration > Tools & Settings > Auto Close Enquiry.
• Click the Edit button in the Close Offnet Call Enquiries.
• Toggle ON The system will automatically close offnet call enquiries after the call..
• Click on the Save button.

📘

Important Notice

When the Auto Close Offnet Call Enquiries feature is enabled, it will apply to all new offnet enquiry calls, including those missed and with voicemails.

 

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.
• 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.

📘

Important Notice

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

 

Turn Off the Auto Close Enquiry

To turn off the Auto Close Enquiry settings:

• Just toggle OFF the "Allow the system to auto-close handled enquiries" for the Close Handling Enquiries.
• Also, toggle OFF the "The system will automatically close offnet call enquiries after the call" for the Close Offnet Call Enquiries.
• Click on the Save button.