Looking for a Unified Chat Room Solution?

The CINNOX platform provides a seamless and centralised chat room experience, allowing you to connect effortlessly with your visitors, customers, and team. You can handle customer enquiries, engage, collaborate, share files, chat, and call and effectively keep everyone on the same page. Simplify your communication and boost productivity with CINNOX's unified chat room solution.

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The panel in the CINNOX Workspace where staff members can send/receive instant messages and share files such as images, videos, documents, voice messages, or SMS texts to their customers or colleagues.

When you open your CINNOX Workspace for the first time, the chat room panel is not yet visible.
As soon as you handle a call or chat enquiry or start chatting with your fellow staff members, the Utility Panel will create rooms as your Recent Connections, and the chat room panels for each conversation will appear.

Chat Functions

Below is a summary of the available chat functions you can use inside a CINNOX Space:

Text Input can be expanded and collapsed to send long texts flexibly.
Copy a posted message and paste it to another chat room
Recall (delete) a message or a file you posted within five minutes
Edit a message you posted within five minutes
Reply to a specific message within the chat room
Send quick links or text shortcuts to personal and channel web links and phone numbers
Forward a message to any chat room
Image Preview - to staff chat room including enquiry room, Space group chat and conference room
Link Preview - to any chat room
Share images, videos, documents, and voice messages - refer to this Guide's Sharing Files
Use @mention, e.g., @all or @StaffName, to notify all Space members or individuals about a specific message in Space.
Sending SMS - refer to this Guide's Sending SMS
AI Suggested Label and Topic - When you enable and connect an Azure OpenAI account to your service, you can utilise the AI to suggest labels and topics for the ongoing enquiry chat and add them to the contact or the enquiry.
Smart Reply - When you enable and connect an Azure OpenAI account to your service, you can utilise the AI to generate a smart reply to the ongoing enquiry conversation.
AI Summary - When you enable and connect an Azure OpenAI account to your service, you can utilise AI to generate a summary of the enquiry conversation.

Refer to this Guide's Sending and Receiving Chats section for more details.

Room Information Panel

The Room Information panel displays different details, depending on the type of room you have in your Recent Connections:

Types of Room

Enquiry room - for visitor and customer enquiries
Direct Room - for staff-to-staff (chat and call) and external contacts engagements (call)
Space room - for internal (private and public) group chat
Conference room - for conference calls

Enquiry Room

The enquiry room provides details to help you know more about the visitor or customer you are engaging with.

Enquiry Information: Enquiry ID, Channel, Channel Detail, Language, Location and Time
Visitor Information: information gathered from the Visitor Forms such as First name, Last name, Phone number and others. And the staff agent can add more information about the visitor
Device Information: Platform and its User Agent, Screen size, Local time, Geo Location
UTＭ Information: Refer to the UTM Information section (when available)
Destination Information: Destination name, Destination type, Destination endpoint

UTM Information

The Urchin Tracking Module (UTM) Information in the chat room refers to the customisable parameters you can add to a web link. The values of these parameters help you track the source and provide extra information from the enquiries initiated by visitors or customers.

UTM Information	UTM Parameter	Description
UTM Campaign	utm_campaign	Recognise the associated campaign.
UTM Content	utm_content	Indicate the exact element the visitor clicked in your campaign.
UTM Medium	utm_medium	Indicate the channel utilised by the visitor for enquiring.
UTM Source	utm_source	Show the source of the visitor.
UTM Term	utm_term	Identify the targeted paid keywords within your campaign.
UTM {parameter}	utm_{parameter}	This custom UTM allows the agent to define the specific UTM parameter within the weblink. For example, if adding a member ID is necessary, the agent can define "utm_memberid" as a UTM parameter.

By using UTM parameters, you can track the performance of your campaigns and content and optimise them for better results.

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Please note that UTM Information supports enquiries from Weblinks of Direct Chat and Call Enquiry provided by staff agents. However, it does not support Weblinks from Social channels.

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You can manually add the UTM parameters to the weblink to collect the UTM information. Or, alternatively, you can use a builder, like Campaign URL Builder, to facilitate the addition of the UTM parameters.

You can access the UTM Information for more details about your campaign, such as the source, medium, and specific content that drives the enquiry, aiding you in fine-tuning your campaign strategy for better results.

In the chat room, the CINNOXbot system message will provide information also such as:

The visitor enquiry channel - via Tag, Weblink, Virtual Number, Social or Third Party Channel.

And the following information when the Visitor Form is enabled.

First Name
Last Name
Phone Number
Email Address

Also, for the UTM Information (when available in the Tag or Direct Weblink)

Direct Room

The direct room provides details to help you know more about the staff member or external contacts (e.g., leads or prospects) you engage with.

Contact Information

First Name
Last Name
Phone Number
Email
Timezone

Space (Internal Group Chat) Room

The space room provides details, including what the group is about and its members' list.

Space Details

Space Name
Space Description
Space Members

For more information, please refer to this Guide's Space for Internal Group Chat section.

Conference Room

The conference meeting room provides call log details such as:

Caller Information (Host)
Participants
Chat History

For more information, please refer to this Guide's Conference Call section.

Muting and Unmuting Room Message Notifications

To mute/unmute message notifications in an enquiry or 1-to-1 room:

On the Room Information panel, click the Settings icon.
In Mute Chat room, toggle the button On (green) or Off (grey) to mute or unmute notifications, depending on the setting you want to apply.

To mute/unmute message notifications in a Space room:

On the Room Information panel, click the Settings icon.
In Mute Chat room, toggle the button On (blue).
In Notifications, click on the Mute text, then choose any of the following options in the pop-up window that will appear:
- Receive notifications for new messages
- Receive @mention notification only
- Mute

Mute/Unmute and @mentions only in Space Room

To mute/unmute notifications directly from Recent Connections:

Point your cursor on the right side of the room and click on the dropdown arrow that will appear.
Click on the Mute or Unmute icon.

Unread Rooms Badge

If you have unread chat rooms in your Workspace, it will display a red dot badge at the upper right corner of the Workspace icon. The number count on the badge refers to the number of unread rooms in the Recent Connections area.

When you go to a room and read the unread messages, the badge will deduct the room from the unread room count. The red badge will disappear after all rooms have been visited and their messages read.

Unread Messages Badge

Chat rooms with unread messages will display a red dot badge at the lower right corner of the room in the Recent Connections area. The red badge will disappear after all messages have been read.