Connecting Email

Overview

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

CINNOX mail server (Default)
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 Gmail, Google Workspace and Microsoft 365 and Outlook Exchange integration.


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