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Frequently Asked Questions

User Manuals

  • Overview
    • Signing Up a CINNOX Account
  • 中文用戶指南
  • Voice and Video
    • Workspace
    • Serving Call Enquiries
    • Making Calls
    • Dial Pad
    • Answering Calls
    • Video Calling
    • Screen Sharing
    • Instant Conference Call
    • Scheduling Conference Call
    • 1-to-1 Call to Conference
    • Ongoing Conference Call
    • Recording and Transcript
    • Using Call Prompts
    • Voicemail
    • Call Forwarding
    • Smart Calling
    • Transferring Call
    • Advanced Call System
  • Smart Messaging
    • Chat Room
    • 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 )
    • Managing 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 365 Email
    • Email Enquiry Handling
    • Connecting Third-Party Channel
    • Channel Source
    • Email Engagement
    • Pin/Unpin Messages & Hide/Unhide Chat Rooms
    • Sending SMS
    • SMS and Call Known Limitations
    • Campaigns
    • Creating SMS Standard Campaign
    • Creating SMS Dynamic Campaign
    • Campaign Templates
    • SMS Templates
    • WhatsApp Engagement
    • Creating WhatsApp Campaign
    • WhatsApp Templates
    • CINNOX Markdown Guide
  • Numbers
    • Virtual Numbers
    • Service Numbers
    • Personal Numbers
    • Alphanumeric Sender IDs (For SMS)
  • Smart Routing
    • 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
    • Routing Flow
  • Enquiry and Contact
    • Enquiries in CINNOX
    • Enquiry Centre
    • Transferring Enquiry
    • Transferring Chat
    • Following Up on Missed Enquiries
    • Closing an Enquiry
    • Monitoring
    • Enquiries Monitoring (aka Enquiry Overview)
    • Queue Monitoring
    • Contacts
    • Managing External Contacts
    • Labelling an External Contact
    • Custom Fields for External Contacts
    • Merging Contacts
    • Integrating Salesforce
    • Salesforce Contacts in Dashboard
    • Engagement in CINNOX
  • Reports and Analytics
    • Viewing the Enquiry Detail Report
    • Viewing the Call Report
    • Viewing the Conference Report
    • Viewing the Chat Report
    • Viewing the SMS Report
    • Viewing the WhatsApp Report
    • Viewing the Staff Report
    • Viewing the Queue Report
  • Integration
    • 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
    • Messenger
    • WeChat
    • WhatsApp
    • Chatbot
    • LINE
    • WOZTELL
    • Email
    • Third Party Channel
    • Salesforce
    • APPs & API
    • Zapier
    • CINNOX Chrome Extension
  • Security and Authentication
    • Visitor Number & IP Blocklist/Allowlist
    • Staff IP Login List
    • Staff Number Allowlist
    • (2FA) Two-Factor Authentication
    • (AD FS) Third-Party Authentication
    • Password Policies
    • Data Encryption
    • Audit Log
  • Administration
    • My Sites
    • Installing the Web Widget
    • Configuring 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 and Transcript
    • Managing Labels
    • Keyword Masking
    • Managing Auto Close Enquiry
    • Managing Enquiry Settings
    • Managing Call Prompts
    • Managing Storage
    • Cancelling CINNOX Account
  • My Staff Account and Preferences
    • Activating Staff Account
    • Dashboard Sign in and Sign out
    • Staff Availability Status
    • Staff Profile
    • Changing Password
    • Email Signature
    • Extension Numbers
    • Managing Devices
    • Network Signal
    • Get Started and Help Centre
    • Keyboard Shortcuts
    • Sending Feedback
    • Supported Languages in CINNOX
  • iOS and Android Mobile Apps
    • 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
  • Troubleshooting Guide
    • Web Browsers Notification Permissions
    • Web Browsers Notification Issues
    • Web Browsers Microphone and Camera Permissions
    • System App Permissions
    • Android Notifications - Known Issues
    • Downloading CINNOX App

API

  • Overview
  • API Reference

Frequently Asked Questions

  • Our New Brand
  • Vertical Industry
    • Retail Banking
    • Call Centre
    • E-Commerce
  • Capabilities and Features
    • Voice and Video
    • Smart Messaging
    • Numbers
    • Identity and Enquiry
    • Dashboard and Analytics
    • Integration and APIs
    • Security and Authentication
    • Admin and Settings
  • Network Management and Operations
    • Billing Support System (BSS)
    • Operation Support System (OSS)
    • Network Management System (NMS)
  • Globally Distributed Infrastructure
    • IP Network
    • Private Cloud-Based Communication
    • Public Cloud-Based Communication
    • Dynamic Resources Allocator
    • Data Centres
  • Service, Agreement, Policy
    • Service Agreement
    • Privacy Policy
    • Terms of Use
    • Customer Services
    • Resources Centre and FAQ

Technical Documents

  • Security and Authentication
  • Protecting Against Spam and Phishing Emails

Resources

  • Release Notes
  • Release Notes (Archived)
  • Glossary

Legal

  • Master Service Agreement
  • Privacy Policy
  • Website Terms of Use
  • M800 General Terms and Conditions of Service
  • M800 Specific Terms Conditions of UIFN, ITFS, DID and SMS
  • Terms and Conditions of Purchase
  • End-User License Agreement

Buy A Virtual Number

  • Numbers Regulatory Requirements

Frequently Asked Questions

Have a question?

We love to help. Here you will find a list of questions related to:

  • Vertical Industry
  • Capabilities and Features
  • Network Management and Operations
  • Globally Distributed Infrastructure
  • Service, Agreement, Policy

If you have a question that isn’t answered here, please contact us.

Updated over 1 year ago