Chat Room

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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.


Workspace with Recent Connections


Sending instant messages, files, emojis, and voice messages
The chat room panel lets you send the following as part of your 1-on-1 or group conversations with your customers, visitors, and fellow staff members:

  • Images
  • Videos
  • Documents
  • Voice Messages

Refer to this Guide's Sharing Files section for more details.



Chat Functions

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

  • Copy a posted message
  • Recall a message or file you posted within five minutes
  • Edit a message you posted within five minutes
  • Reply to a specific message within the Space
  • 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
  • Use @mention,, i.e., use @all or @StaffName to notify all Space members or individuals about a specific message in the Space.

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


Sending SMS
The chat room panel lets you send SMS to the customers and visitors you have engaged with through their phone numbers.

Refer to this Guide's Sending SMS section for more details.


SMS Sender IDs are not guaranteed to be displayed to your recipients.

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

Room Information


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.
  • 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 InformationUTM ParameterDescription
UTM Campaignutm_campaignRecognise the associated campaign.
UTM Contentutm_contentIndicate the exact element the visitor clicked in your campaign.
UTM Mediumutm_mediumIndicate the channel utilised by the visitor for enquiring.
UTM Sourceutm_sourceShow the source of the visitor.
UTM Termutm_termIdentify 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.



Known Limitations

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


  • 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.
  • First Name
  • Last Name
  • Phone Number
  • Email Address
  • and Others
Visitor Enquiry Room

Visitor Enquiry Room


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

Direct Room Details


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

Space Room Details

Please refer to this Guide's Space for Internal Group Chat section for more information.


Conference Room

The conference meeting room provides call log details such as:

  • Caller Information (Host)
  • Participants
  • Chat History

Please refer to this Guide's Conference Call section for more information.


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.

Mute and Unmute Enquiry and 1-to-1 room


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 (green).
  • In Notifications, click on the Mute text, then choose any of the following options in the pop-up window that will appear:
    • New messages
    • @mentions only
    • Mute
  • Click on OK.

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.

Mute/Unmute Room in the Recent


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 Rooms Badge


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.


Unread Messages Badge