Chat Room

The panel in the CINNOX Workspace where staff members can send/receive instant messages, 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 of them will appear.

Workspace with Recent ConnectionsWorkspace with Recent Connections

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

For more details, refer to the Sharing Files section of this Guide.

 

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 an individual member about a specific message in the Space.

Refer to the Sending and Receiving Chats section of this Guide.

 

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

For more details, refer to the Sending SMS section of this Guide.

📘

SMS Sender IDs are not guaranteed to be displayed to your message 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 enquiries
  • Direct room - for staff-to-staff and external contacts engagements
  • Space room - for internal group chat
Room InformationRoom Information

Room Information

 

Enquiry Room

The enquiry room provides details that will 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, Browser name and version, Screen size, Local time, Geolocation
  • Destination Information: Destination name, Destination type, Destination endpoint

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

  • The visitor enquiry is via "channel such as Tag, Weblink, Virtual Number, Social".

Information gathered from the Visitor Form:

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

Visitor Enquiry Room

 

Direct Room

The direct room provides details that will 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 DetailsDirect Room Details

Direct Room Details

 

Space (Internal Group Chat) Room

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

Space Details

  • Space Name
  • Space Description
  • Space Members
Space Room DetailsSpace Room Details

Space Room Details

Please refer to Space for Internal Group Chat section of this Guide 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 on the Settings icon.
  • In Mute Chat room, toggle the button On (green) or Off (grey) to mute or unmute notifications, respectively, depending on the setting you want to apply.
Mute and Unmute Enquiry and 1-to-1 RoomMute and Unmute Enquiry and 1-to-1 Room

Mute and Unmute Enquiry and 1-to-1 Room

 

To mute/unmute message notifications in a Space room:

  • On the Room Information panel, click on 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 RoomMute/Unmute and @mentions only in Space Room

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 RecentMute/Unmute Room in the Recent

Mute/Unmute Room in the Recent

 

Unread Rooms Badge

If you have unread chat roomsin your Workspace, it will display a red dot badge at the upper right corner of the Workspace icon. The number count displayed 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 BadgeUnread Rooms Badge

Unread Rooms Badge

 

Unread Messages Badge

If you have chat rooms with unread messages, they 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 BadgeUnread Messages Badge

Unread Messages Badge

Updated 3 months ago


Chat Room


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