Managing Enquiry Settings

Enquiry Settings help you and your team manage your enquiries efficiently. Configure the settings below to enable automatic pick-up of new chat enquiries and automatic closure of inactive enquiries. Visitors and customers will receive notifications about auto-close activities, which display the number of hours or days before the enquiry is closed.

 

Enquiry Chat Auto Pick-Up

New chat inquiries are automatically assigned to the staff designated for the channel, including inquiry chat transfer. Staff don't need to pick up each new inquiry.

• When enabled, the system will automatically assign chat inquiries to the first staff member of the destination rules.

Here's how to enable this feature:

• Log in to your CINNOX Web Dashboard
• From the navigation menu, go to Administration > Tools & Settings > Enquiry.
• Click the Edit button in the Enquiry Chat Auto Pick-Up.
• Toggle ON the button and click Save

 

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 > 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.

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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 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.

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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

Long-inactive enquiries can be closed all at once using the Close Inactive Enquiries function.

• 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 being closed. This process takes longer to complete.

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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.