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Getting Started with the App
App Sign In and Sign Out
Navigating the App
Enquiry Monitoring (aka Enquiry Overview)
Chat Room
Private Message
Serving Chat Enquiries
Serving Call Enquiries
Monitor Chat Enquiry & Take Action
Add Staff to an Enquiry Room
Closing Enquiries
Labelling an Enquiry
Labelling External Contacts
Sending and Receiving Chats
Sharing Files
Making Calls
Answering Calls
Sending SMS
WhatsApp Engagement
Email Engagement
Instant Conference Call
Scheduling Conference Call
1-to-1 to Conference
Ongoing Conference Call
Video Calling
Recording and Transcript
Following Up on Missed Enquiries
Transferring Enquiry
Transferring Call
Transferring Chat
Space (Group Chat)
Restart the Enquiry Conversation (360dialog WhatsApp)
Pin/Unpin Messages & Hide/Unhide Chat Rooms
Contacts
Merging Contacts
Salesforce Contacts in CINNOX App
Sync Device Contacts
Setting Up Your Availability Status
Unread Panel
Mention Preference
Conference Preference
My Account - Staff Profile
Changing Password
Passcode and Biometrics
Two-Factor Authentication
Third-Party Authentication (Staff App Login)
Service Numbers
Personal Numbers
Call Forwarding
Managing Devices
Simulation and Help Centre
Sending Feedback
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Last modified: 2025-12-11
- Chatroom
- Serving Chat Enquiries
- Sending and Receiving Chats
- Canned Responses
- Chat Translation
- AI Enquiry Summary
- AI Enquiry Summary Custom Format Best Practices
- Add Staff to an Enquiry Room
- Monitor Enquiry and Take Action
- Private Message
- Get your Azure OpenAI Account
- Integrate your Azure OpenAI Account with CINNOX
- Labelling an Enquiry
- Sharing Files
- Space (Group Chat)
- Customer Public Space (Private Chat)
- Manage Tag Directory
- Creating a Tag
- Managing Social Channels
- Connecting (FB) Messenger
- Connecting Wechat
- Connecting Whatsapp
- 360dialog (WhatsApp BSP)
- Restart the Enquiry Conversation (360dialog WhatsApp)
- Connecting Line
- Connecting Woztell
- Get a Woztell Account and Create Channels
- Connecting Email
- Connecting Gmail/Google Workspace Email
- Connecting Outlook/Microsoft 360 Email
- Email Enquiry Handling
- Connecting Third-Party Channel
- Channel Source
- Email Engagement
- Pin/Unpin Messages & Hide/Unhide Chat Rooms
- Sending SMS
- SMS Inbox
- SMS and Call Known Limitations
- Campaigns
- Creating SMS Standard Campaign
- Create SMS Dynamic Campaign
- Campaign Templates
- SMS Templates
- WhatsApp Engagement
- Creating WhatsApp Campaign
- Whatsapp Templates
- CINNOX Markdown Guide
- Managing Destinations
- Managing Service Group
- Adding Chatbot
- CINNOX Q&A Bot
- Chatbot Data Source
- Chatbot Custom Prompts Best Practices
- General Integration for Chatbot
- IVR (Interactive Voice Response)
- Alternative, Percentage, Time and Sticky Routing Rules
- Queue Settings
- CINNOX Distribution Method (ACD)
- Advanced Enquiry Routing Flow
- Enquiries in CINNOX
- Enquiry Centre
- Transferring Enquiry
- Transferring Chat
- Follow Up on Missed Enquiries
- Closing an Enquiry
- Monitoring
- Enquiries Monitoring (aka Enquiry Overview)
- Queue Monitoring
- Contacts
- Managing External Contacts
- Labelling an External Contact
- Custom Field for External Contacts
- Merging Contacts
- Integrating Salesforce
- Salesforce Contacts in Dashboard
- Engagement in CINNOX
- Developer Guide
- Prerequisites
- Installing the Web Widget
- Configure the Widget UI Language
- Passing data to agent via Weblink and Widget
- Tag Conditional Trigger
- Installing Internet Information Services (Microsoft IIS)
- Installing Apache Server
- Installing Nginx Server
- Wordpress
- Wix
- Drupal
- Joomla
- Squarespace
- BigCommerce
- Shopify
- Weebly (eCommerce by Square)
- Webflow
- HubSpot CMS Hub
- Jimdo
- Leadpages
- SHOPLINE
- Thinkific
- APPs & API
- Zapier
- CINNOX Chrome Extension
- My Sites
- Configure CINNOX Web Widget
- Customising Your Widget
- Managing Widget's Smart Greeting
- Managing Visitor Forms
- Managing Staff
- Managing Roles and Permissions
- Managing Teams
- Managing Call Recording an Transcript
- Managing Labels
- Keyword Masking
- Managing Contact & Enquiry Settings
- Managing Call Prompts
- Managing Storage
- Cancelling CINNOX Account
- Getting Started with the App
- App Sign In and Sign Out
- Navigating the App
- Enquiry Monitoring (aka Enquiry Overview)
- Chat Room
- Private Message
- Serving Chat Enquiries
- Serving Call Enquiries
- Monitor Chat Enquiry & Take Action
- Add Staff to an Enquiry Room
- Closing Enquiries
- Labelling an Enquiry
- Labelling External Contacts
- Sending and Receiving Chats
- Sharing Files
- Making Calls
- Answering Calls
- Sending SMS
- WhatsApp Engagement
- Email Engagement
- Instant Conference Call
- Scheduling Conference Call
- 1-to-1 to Conference
- Ongoing Conference Call
- Video Calling
- Recording and Transcript
- Following Up on Missed Enquiries
- Transferring Enquiry
- Transferring Call
- Transferring Chat
- Space (Group Chat)
- Restart the Enquiry Conversation (360dialog WhatsApp)
- Pin/Unpin Messages & Hide/Unhide Chat Rooms
- Contacts
- Merging Contacts
- Salesforce Contacts in CINNOX App
- Sync Device Contacts
- Setting Up Your Availability Status
- Unread Panel
- Mention Preference
- Conference Preference
- My Account - Staff Profile
- Changing Password
- Passcode and Biometrics
- Two-Factor Authentication
- Third-Party Authentication (Staff App Login)
- Service Numbers
- Personal Numbers
- Call Forwarding
- Managing Devices
- Simulation and Help Centre
- Sending Feedback
- Reports API
- Get Enquiry Details
- Get Enquiry Chat Details
- Get Call Details
- Get Conference Details
- Get Call Log Details
- Get Recording File Details
- Get Transcription File
- Get SMS Details
- Get Enquiry Overview Matrix
- Get Channel Type list
- Get Channel Type details
- Create/Edit/Delete Enquiry Event Subscription
- Create/Edit/Delete Recording File Event Subscription
- Create/Edit/Delete Conference Call Event Subscription
- Get Sent Campaigns Summary
- Get Sent Campaign Details
- Management API
- Create/Edit/Delete External Contact Event Subscription
- Get External Contact List
- Get External Contact Activity
- Create External Contact
- Update External Contact
- Create/Edit/Delete Contact Event Subscription
- Create/Edit/Delete Staff Contact Event Subscription
- Get Staff Contact List
- Get Supported Language List
- Get Supported Location List
- Create Destination-Service Group
- Update Destination-Service Group
- Get Destination List
- Delete Destination-Service Group
- Create Tag
- Get Tag List
- Update Tag
- Delete Tag
- Get Label List
- Delete Label
- Label an Enquiry
- Unlabel an Enquiry
- Create/Edit/Delete Label Event Subscription
Outline