Connecting Email

Overview

Email is the most preferred channel of choice for customers to engage for customer support. Connect your support email inbox to CINNOX to effortlessly manage your customer emails as omnichannel enquiries. Leverage our intent data, insights and analytics to land sales, enhance experiences, and provide outstanding support.

Create an email channel in your CINNOX service and bind it with your support email address. Your customers' emails become enquiries, to which any of your staff agents can reply email conversations.

CINNOX and Email Integration Highlights

Following are some of the few benefits you could get when using the CINNOX Email Channel.

Item

Description

Connect and reply to emails in CINNOX

Bind your support email addresses in CINNOX and reply to customer emails in your CINNOX Web Dashboard and App.

Refer to our Pricing Plans for more details

Route email enquiries to your agents

Route email channels and their enquiries with CINNOX Intelligent Routing :

Alternative – distributes incoming enquiries in a linear pattern to your set destination service group.
Percentage – distributes incoming enquiries at a percentage value.
Time – distributes incoming enquiries using time allocation.
Sticky Routing – new enquiries from the same customer will directly route to the same staff who previously served them.

Transfer email enquiry

Transfer an ongoing email enquiry from one agent to another.

Unified omnichannel thread

All enquiries (from the different channels) coming from the same customer will be viewed in one chat room.

Email enquiries monitoring and reporting

View email enquiries in the Enquiry Overview, Home Dashboard and Enquiry Report Details, etc

Email sender saves as a contact

Add email enquiry sender as external contact with name and email address as their contact profile.

Email Engagement (Outbound Email)

Manage the Engagement and Allowlist settings in the Email Channel configuration.

Staff listed in the allowlist can send outbound emails to their contacts and automatically create an enquiry for them.

Merge or Link between 2 contacts

Suggests merging to External Contacts and linking to Salesforce Contacts with the verified email address

Email Editor with HTML format

Supports HTML in the Email Editor

Email binding test tools

The system will automatically test the email binding if no enquiries have been received for the past 24 hours.

Send Test Email button is available for admin to manually test the email binding connection by sending a test email.

Audit log with email channel management

Track changes such as added, updated and deleted email channels in your service.

 

What do you need to know before you begin?

There are two mail servers available to use in your CINNOX service.

(Default) CINNOX mail server
Forward your customer emails to your CINNOX service and convert them into enquiries. Reply to your customers using your CINNOX preferred email address, e.g. [email protected]

Your mail server
Forward your customer emails to your CINNOX service and convert them into enquiries. Reply to your customers using your email domain, e.g. [email protected], preserving your company branding.

If you use a non-custom domain, such as addresses ending in @gmail.com or @outlook.com, you can't use this option, as you won't have access to the DNS settings. Please get in touch with your administrator for help.

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IMPORTANT

CINNOX supports to connect Google and Microsoft Account

For more details on connecting Google accounts such as Gmail or Google Workspace, navigate to Connect gmail.

For more details on connecting Microsoft accounts such as Outlook, Office 365 and Exchange Server, navigate to Connecting Microsoft Account

Connect your Email to CINNOX

Create an Email Channel

  • From the navigation menu, go to Channels > Email.
  • On the Email main page, click the Connect Email button located in the top-right corner.
Connect Email ChannelConnect Email Channel

Connect Email Channel

  • On the Create Email Channel page, select your mail server, either Default (CINNOX mail server) or Own mail server

Default (CINNOX mail server)

Choosing CINNOX mail would forward your customer emails to your CINNOX service and convert them into enquiries. Your CINNOX preferred email address, e.g. [email protected], will be your email address when you reply to your customers.

Select Email ServerSelect Email Server

Select Email Server

  • Select your email provider (Gmail or Outlook).
Select Email ProviderSelect Email Provider

Select Email Provider

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IMPORTANT

  • The Gmail account can be a free or Enterprise (Google Workspace) paid version.

  • The Outlook account can be a free account (Outlook.com) or an Enterprise (Microsoft 365 or the On-Premise Exchange Server)

 

Gmail / Google Workspace

  • In your CINNOX Dashboard, enter your Gmail address​.
  • Sign in to your Gmail account.
  • At the top of the page, select Settings > See all settings.
Setting - GmailSetting - Gmail

Setting - Gmail

  • Select the tab Forwarding and POP/IMAP.
  • Click Add a forwarding address.
Forwarding and POP/IMAPForwarding and POP/IMAP

Forwarding and POP/IMAP

  • Copy and paste the preferred CINNOX email address to the forwarding email address.​
  • Click Next.
Add forwarding CINNOX Email AddressAdd forwarding CINNOX Email Address

Add forwarding CINNOX Email Address

  • Click Proceed to another small pop up window.
  • A confirmation code has been sent to the forwarding address to verify the permission.
Verify and Activate EmailVerify and Activate Email

Verify and Activate Email

  • Click OK.
  • In your CINNOX Dashboard, click Next.

 

Microsoft Outlook.com and Microsoft 365

  • In your CINNOX Dashboard, enter your Outlook email address.
  • Sign in to your Outlook account Outlook.com or Office 365.
  • At the top of the page, select Settings > View all Outlook settings.
  • Select Email > Rules.
  • Click + Add new rule.
RulesRules

Rules

  • Enter a name to the Name your rule. It can be any name.
  • In the Add a condition dropdown, select Apply to all messages.
  • In the Add an action dropdown, select Move to.
  • In the dropdown Select a folder, select Inbox.
  • Click Add another action.
Adding RulesAdding Rules

Adding Rules

  • In the Add an action dropdown, select Redirect to.
  • Copy and paste the preferred CINNOX email address to the field next to Redirect to.
Redirecting EmailRedirecting Email

Redirecting Email

  • Click Save.
  • Go to Settings > Email > Junk email, under the Safe senders and domains, click + Add.
  • Copy and paste the CINNOX no-reply email address to the field.
Setting Safe Sender and DomainSetting Safe Sender and Domain

Setting Safe Sender and Domain

  • Click Save.
  • In your CINNOX Dashboard, click Next.

 

How to enable automatic forwarding for individual Microsoft 365 mailboxes

Open Anti-spamOpen Anti-spam

Open Anti-spam

  • Click the Create an outbound policy button.
  • Name your new outbound spam filter policy and add some Description, then click the arrow next to Automatic forwarding and select On - Forwarding is enabled from the dropdown.
Protection SettingsProtection Settings

Protection Settings

  • Click the arrow next to Applied to and then the Add a condition button. From the dropdown list, select the Sender is the condition, then click in the Add a tag field to add the mailbox(es) for which you'd like to allow the automatic forwarding. Once you have all mailboxes added, click Save.
Create PolicyCreate Policy

Create Policy

 

Outlook Exchange via Webmail (OWA)

  • In your CINNOX Dashboard, enter your Outlook email address.
  • Sign in to your Outlook account via webmail. Please contact your Admin for the sign-in link.
  • At the top of the page, click the gear icon Settings then click Options to open the Mail options page.
  • Select Inbox and sweep rules and click the :heavy-plus-sign: icon to create a New inbox rule.
Open Inbox Rule - Outlook Web AccessOpen Inbox Rule - Outlook Web Access

Open Inbox Rule - Outlook Web Access

  • Enter a name to the new inbox rule. It can be any name.
  • In the When the message arrives and matches all of these conditions dropdown, select [Apply to all messages].
  • In the Do all of the following dropdown, select Move, copy, or delete, select Move the messages to folder..., select Inbox and click OK.
  • In the dropdown, click Add action, select Forward, redirect, or send, then select Redirect the messages to....
  • Copy and paste the CINNOX preferred email address to the and redirect the message to and click Save.
Create New Inbox Rule - Outlook Web AccessCreate New Inbox Rule - Outlook Web Access

Create New Inbox Rule - Outlook Web Access

  • Click OK on the New inbox rule to save the new rule.
  • On the Options menu, go to Block or allow
  • Copy and paste the CINNOX no-reply email address to the Safe Senders and Recipients then click :heavy-plus-sign:
  • Click Save
Manage Safe Senders and Recipients - Outlook Web AccessManage Safe Senders and Recipients - Outlook Web Access

Manage Safe Senders and Recipients - Outlook Web Access

  • In your CINNOX Dashboard, click Next.

 

Configure your channel

Channel Name
Add a name for your Email channel. The channel name can be up to 40 characters.

Channel NameChannel Name

Channel Name

Routing Settings
Select the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

Routing SettingsRouting Settings

Routing Settings

Engagement
When Enabled, a binding is created between the customer and the staff who attend an Enquiry from the customer with CINNOX support email. If the customer replies to the support email, the email will be directly routed to the Staff who attended the customer enquiry for the first time.

  • Toggle ON to Enable the Engagement to send reply emails to your customer's enquiries.
  • Toggle ON to forward emails to the Destination service group when the bound staff is not available.
  • Choose from the drop-down list, the number of days to bind the customer and the staff when there is no interaction between them.
EngagementEngagement

Engagement

Allowlist
The staff in the Allowlist can send emails to the customer from the created CINNOX support email if the engaged or bound staff is not available or suspended.

AllowlistAllowlist

Allowlist

  • In your CINNOX Dashboard, click Next, Create Email Channel will appear.

 

Customise your auto-reply

Configure the auto-email to reply to the customer when they send a new email to your email support.

The auto-reply email has a default value and is ready to use. You are free to change to fit your business support operation.

Subject
The subject line communicates precisely what your email is about so that the recipient can prioritise the email's importance without opening the email.

Preview Text
The Preview Text appears next to the subject line like a sub-subject line. This appears in the inbox, and your customer can view this without opening the email.

Email Body
The body of an email message is essentially the letter inside the envelope which is the actual text of the email. Type the elaborated message which you wanted to convey to your customer.

Customise Auto-reply EmailCustomise Auto-reply Email

Customise Auto-reply Email

 

Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and enquiry chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Click on the edit button.
  • Toggle ON to Enable the Channel Custom Info.
  • A blank space appears to add the required basic information about the channel.
  • Click on the Save button, the customised info appear on the Channel Custom Info.
Channel Custom InfoChannel Custom Info

Channel Custom Info

The custom info is displayed on the staff side at the chat room section for the chat enquiry.

Channel Custom Info on the enquiry pageChannel Custom Info on the enquiry page

Channel Custom Info on the enquiry page

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Important Notes

  • Channel Custom Info can be customised per Channel.
  • Channel Custom Info is only available for inbound service.
  • In addition to Directory weblink, Channel Custom Info does not apply to other agent weblink and campaign weblink.
  • The system is limited to 10,000 characters; if exceeded, the chatbot message will not be sent.
  • Channel Custom Info will still be displayed as chatbot messages in the room of missed enquiry.

 

Own Mail Server

Choosing Own mail server would forward your customer emails to your CINNOX service and convert them into enquiries. Reply to your customers using your email domain, e.g. [email protected], preserving your company branding.

Own Mail ServerOwn Mail Server

Own Mail Server

Google Workspace

  • In your CINNOX Dashboard, enter your Gmail address​
  • Sign in to your Google Workspace account.
  • At the top of the page, select Settings > See all settings.
  • Select the tab Forwarding and POP/IMAP.
Forwarding Email Setting - Google WorkspaceForwarding Email Setting - Google Workspace

Forwarding Email Setting - Google Workspace

  • Click Add a forwarding address.
  • Copy and paste the preferred CINNOX email address to the forwarding email address.​
  • Click Next.
Adding Forwarding Email - Google WorkspaceAdding Forwarding Email - Google Workspace

Adding Forwarding Email - Google Workspace

  • Click Proceed to another small pop up window.
  • A confirmation code has been sent to the forwarding address to verify the permission.
Email Verification - Google WorkspaceEmail Verification - Google Workspace

Email Verification - Google Workspace

  • Click OK.
  • In your CINNOX Dashboard, click Next.

 

Microsoft 365

  • In your CINNOX Dashboard, enter your Outlook email address.
  • Sign in to your Outlook account Office 365.
  • At the top of the page, select Settings > View all Outlook settings.
  • Select Email > Rules.
  • Click + Add new rule.
RulesRules

Rules

  • Enter a name to the Name your rule. It can be any name.
  • In the Add a condition dropdown, select Apply to all messages.
  • In the Add an action dropdown, select Move to.
  • In the dropdown Select a folder, select Inbox.
  • Click Add another action.
  • In the Add an action dropdown, select Redirect to.
  • Copy and paste the preferred CINNOX email address to the field next to Redirect to.
  • Click Save.
Redirecting EmailRedirecting Email

Redirecting Email

  • Go to Settings > Email > Junk email, under the Safe senders and domains, click + Add.
  • Copy and paste the CINNOX no-reply email address to the field.
  • Click Save.
Setting Safe Sender and DomainSetting Safe Sender and Domain

Setting Safe Sender and Domain

  • In your CINNOX Dashboard, click Next.

Outlook Exchange via Webmail (OWA)

  • In your CINNOX Dashboard, enter your Outlook email address.
  • Sign in to your Outlook account via webmail. Please contact your Admin for the sign-in link.
  • At the top of the page, click the gear icon Settings then click Options to open the Mail options page.
  • Select Inbox and sweep rules and click the :heavy-plus-sign: icon to create a New inbox rule.
Open Inbox Rule - Outlook Web AccessOpen Inbox Rule - Outlook Web Access

Open Inbox Rule - Outlook Web Access

  • Enter a name to the new inbox rule. It can be any name.
  • In the When the message arrives and matches all of these conditions dropdown, select [Apply to all messages].
  • In the Do all of the following dropdown, select Move, copy, or delete, select Move the messages to folder..., select Inbox and click OK.
  • In the dropdown, click Add action, select Forward, redirect, or send, then select Redirect the messages to....
  • Copy and paste the CINNOX preferred email address to the and redirect the message to and click Save.
Create New Inbox Rule - Outlook Web AccessCreate New Inbox Rule - Outlook Web Access

Create New Inbox Rule - Outlook Web Access

  • Click OK on the New inbox rule to save the new rule.
  • On the Options menu, go to Block or allow
  • Copy and paste the CINNOX no-reply email address to the Safe Senders and Recipients then click :heavy-plus-sign:
  • Click Save
Manage Safe Senders and Recipients - Outlook Web AccessManage Safe Senders and Recipients - Outlook Web Access

Manage Safe Senders and Recipients - Outlook Web Access

  • In your CINNOX Dashboard, click Next.

 

Setting up records in your Email DNS Settings

🚧

Setting up email records can be complex since we unusually do it. Different domain providers might have different settings, but the purpose is the same. Contact your IT admin or email provider for help.

  • Sign in to your Domain Provider account.
  • Add the given TXT value and Host Name to the SPF of your Domain provider.
  • Add the given CNAMEs and Host Names to the DKIM of your Domain provider.
Email DNS SettingsEmail DNS Settings

Email DNS Settings

  • Click Next, when the TXT records are added to your Domain Provider account.

🚧

The DNS changes take place within a few hours to 72 hours.
Receiving email enquiries in your CINNOX service takes place once the DNS changes take effect.

🚧

Updating the DNS settings is just one time. You don't need to update it again when adding your second or more email support addresses to your CINNOX.

 

Configure your channel

Channel Name
Add a name for your Email channel. The channel name can be up to 40 characters.

Channel NameChannel Name

Channel Name

Routing Settings
Select the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

Routing SettingsRouting Settings

Routing Settings

Engagement
When Enabled, a binding is created between the customer and the staff who attend an Enquiry from the customer with CINNOX support email. If the customer replies to the support email, the email will be directly routed to the Staff who attended the customer enquiry for the first time.

  • Toggle ON to Enable the Engagement to send reply emails to your customer's enquiries.
  • Toggle ON to forward emails to the Destination service group when the bound staff is not available.
  • Choose from the drop-down list, the number of days to bind the customer and the staff when there is no interaction between them.
EngagementEngagement

Engagement

Allowlist
The staff in the Allowlist can send emails to the customer from the created CINNOX support email if the engaged or bound staff is not available or suspended.

AllowlistAllowlist

Allowlist

 

Customise your auto-reply

Configure the auto-email to reply to the customer when they send a new email to your email support.

The auto-reply email has a default value and is ready to use. You are free to change to fit your business support operation.

Subject
The subject line communicates precisely what your email is about so that the recipient can prioritize the email's importance without opening the email.

Preview Text
The Preview Text appears next to the subject line like a sub-subject line. This appears in the inbox, and your customer can view this without opening the email.

Email Body
The body of an email message is essentially the letter inside the envelope which is the actual text of the email. Type the elaborated message, which you wanted to convey to your customer.

Customise Auto-reply EmailCustomise Auto-reply Email

Customise Auto-reply Email

 

Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and enquiry chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Click on the edit button.
  • Toggle ON to Enable the Channel Custom Info.
  • A blank space appears to add the required basic information about the channel.
  • Click on the Save button, the customised info appear on the Channel Custom Info.
Channel Custom InfoChannel Custom Info

Channel Custom Info

The custom info is displayed on the staff side at the chat room section for the chat enquiry.

📘

Important Notes

  • Channel Custom Info can be customised per Channel.
  • Channel Custom Info is only available for inbound service.
  • In addition to Directory weblink, Channel Custom Info does not apply to other agent weblink and campaign weblink.
  • The system is limited to 10,000 characters; if exceeded, the chatbot message will not be sent.
  • Channel Custom Info will still be displayed as chatbot messages in the room of missed enquiry.

 

Serving Email Enquiry

Refer to Serving Chat Enquiries for more information on how to serve an enquiry via the Email channel.

All email enquiries and stats can be searched and viewed in your CINNOX Dashboard, Enquiry Overview and Enquiry Detail Report.

When a staff closes an Email Enquiry, the visitor will get an email notification that the enquiry has been closed. Hereafter, the visitor cannot respond to the email thread; instead, they must contact the staff through a new email.

 

Known Limitations

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Please note

  • For Microsoft 365 users, to allow forwarding of Emails to CINNOX, the staff must Enable External Forwarding in the Microsoft 365 account.
  • Organisations may block unauthenticated emails from outside organisations or individuals for security purposes. The administrator must check and customise the anti-spam policy to receive the enquiries through CINNOX.
  • The visitor has to add the @cinnox.com domain into their email box safelist. Otherwise, there is a chance to receive the email enquiry responses on their Spam/Junk Email folder.
  • For own mail server - the DNS changes occur within a few hours to 72 hours. New emails receive in CINNOX as email enquiries when the changes take effect.
  • When binding emails with CINNOX, a failure error may be encountered while sending the verification email. This error may happen if the forwarding time is longer than 5 mins. In this situation, the administrator or the staff has to wait and bind the email again later.
  • When staff receives an enquiry from a new visitor, the visitor's full name will appear in the Last name column of the Enquiry Information panel. The staff can edit the first and last names before saving the contact.
  • When a staff copy and paste the email enquiry from a visitor to another staff or admin workspace, it may appear as HTML codes. This is because the email body language uses an HTML body to show the original HTML code when copied.

 

Help and Support

Please ensure that the email forwarding settings are correctly set up to bind your support email and your CINNOX email address.

When using your mail server, please ensure that the DNS Records for your SPF and DKIM in your DNS settings are correctly copied and pasted.

If your CINNOX service is still not receiving any emails, contact our CINNOX Support Team at [email protected].


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