How do I add/invite my teammates?
You may add or invite colleagues by creating a staff account for them. From your CINNOX Dashboard, go to Administration > Organisation > Staff, then click Create Account. You may also import Staff accounts in bulk using a spreadsheet template.
For more information, please refer to our User Guide.
Can I resend an activation email to a teammate?
Yes, you can. Go to Administration > Organisation > Staff, find the staff member in the list, click on the utility menu (at the end of the row), and click Resend Activation Email.
Can I disconnect staff members such as agents remotely?
Yes, you can. Staff Administrators can remotely log out a staff member from CINNOX. Go to Administration > Organisation > Staff and click on Logout Account.
Can I suspend or delete a staff member who no longer works for the company without losing any handled enquiries?
Yes, you can. Staff Administrators can suspend a staff member by toggling the status button to OFF on the Staff Management page. They can also delete a staff account by clicking Delete Account in the utility menu (at the end of each row). Before suspending or deleting a Staff member's account, you can transfer their current enquiries to another staff member.
Can I reactivate a suspended staff account?
Yes, you can. Staff administrators can reactivate a suspended staff account by toggling the member's status to "ON" on the Staff Management page.
Can I recover a deleted staff account?
CINNOX does not support account recovery, but you can always create a new account for your staff. You must go through the same, adding and activating a new account.
Can I change a staff email address on CINNOX?
No, you can't. If a staff member's email has been changed, you must create a new staff account on CINNOX for them.
Can I use the same email address for more than one CINNOX account?
Yes, you can have more than one account associated with one email address (even if it's for a different plan, company, or role - such as admin or agent).
You will use the same email and password to login into both accounts. Go to your unique registered domain service URL to log in on a browser. On mobile, enter the unique subdomain and domain name when logging on.
Suppose you signed up for a CINNOX account and set a password. In that case, it will automatically update the password associated with your email address across your accounts.
Can I customise the access level of my team members on CINNOX?
Yes, you can. Staff Administrators can customise Roles and Permissions for specific staff members.
Can I create customised user roles and assign permissions?
Yes, you can. Staff Administrators can create custom roles and permissions for Staff members.
Can I edit or delete a user role?
You can only edit or delete the custom roles that you have created. You cannot edit or delete the default roles in your CINNOX service. For more information, please refer to our User Guide.
Can we have multiple Staff Administrators in one service account?
Yes, there is no limit for each Role.
How do you create a team and add members on CINNOX?
To create a team, go to Administration > Organisation > Team and click on Add Sub-Team. You can also add staff members to a team here. For more information, please refer to our User Guide.
How many groups or teams can I create on CINNOX?
There is no limit to creating teams on CINNOX. The level depends on your subscription plan. Refer to our pricing plan for more information.
Are the fees displayed in My Plan accurate?
Plan Monitoring may not show the updated data in real time. Please refer to the official monthly invoice we send you for actual usage and fees subject to payment.
Why does my monthly invoice have a different amount compared to the one displayed on My Plan?
My Plan only provides a snapshot of the total running charges of your Service Account.
Can I view and update the company information related to my CINNOX subscription plan?
Yes, you can. My Plan has a Company Information tab that lets you view and edit the details to sign up for your CINNOX service, including the company address, website, and contact person.
How do I change my availability status on CINNOX?
To change your availability status, click on your name at the upper-right corner of your CINNOX Dashboard, then toggle the Availability button to Active or Busy.
How and when does an agent's status change to busy or idle? Can the agent manually change the status? What happens to incoming calls when the agent is already on a call?
An agent's status can change to busy manually but will change to idle automatically in certain circumstances. If the agent is inactive for more than 10 minutes on the CINNOX Web Dashboard or more than a minute on the CINNOX Mobile App, their status will change to idle.
Suppose an enquiry call comes in while the agent status is busy. In that case, the visitor will be directed to another available agent, voicemail, or the visitor offline form to leave a message.
Please note that an agent with busy status can still answer a call from another staff.
Why can't I receive chat or call enquiries from visitors?
Your availability status may have been set to Busy. To receive call or chat enquiries, ensure your availability status is set to Active.
How do I update my profile information on CINNOX?
To update your profile, go to My Account, and click on the Edit button at the bottom right of the page.
Can I use an alias instead of my real name when handling enquiries as a customer support representative?
Yes, you can edit your Default Display Name in your account profile. You may also have different Display Names depending on the Widget language settings.
What is an extension number on CINNOX? How can I know my extension number?
An extension number is a unique three to six-digit number allocated to a staff member so that staff members can quickly contact each other. You can view your extension number in your account profile.
How many devices can I log in to CINNOX?
A Staff member can log in to three devices for the CINNOX App and two web browsers for the CINNOX Dashboard.
Can I remotely log out of one or all of my device(s) and browser(s) from my CINNOX Dashboard and App?
Yes, you can. From the navigation menu in your CINNOX Dashboard, go to My Account > Manage Devices, then click on the logout icon on the rightmost side of each device. You may also click on the Logout for all other devices at the bottom.
How do I add my number as my caller ID and SMS sender address?
To add your number as your Caller ID and SMS sender address, go to My Account > Tools & Settings, then click on the Edit button at the bottom of the page to add your numbers. Caller ID and SMS sender address are available for PRO and BUSINESS Plans. For more information, please refer to our User Guide.
What operating systems and browsers are compatible with CINNOX?
The CINNOX Dashboard is compatible with Google Chrome and Safari, running on Microsoft Windows or macOS. The CINNOX App is available on Android and iOS mobile devices.
For more information about the system and browser requirements, refer to our User Guide.
Can I remove the Powered by CINNOX link at the lower-right corner of my chat window?
Can I have the CINNOX Dashboard or portal translated into my language?
Yes, you can. CINNOX currently supports English and Chinese (Traditional and Simplified).
Can I embed a call or chat button on particular website pages?
Yes, you can embed click-to-action (CTA) buttons on your website. For more information, please refer to our User Guide.
I have multiple websites I would like to support with a web widget. Is this possible with just one CINNOX account?
Yes. You can add the CINNOX widget on multiple web domains and sites. The maximum is 50 domains for one CINNOX account.
First, allowlist your websites in your Dashboard. Go to Administration > Widget > Installation.
Refer to the My Sites section of our User Guide for more information.
Can I have the Widget Directory in multiple languages?
Yes, you can display the CINNOX Widget in multiple languages, depending on the visitor's site language. You can manage the Widget language settings in Administration > Widget > Appearance.
Can I change the appearance of the widget to match our site better?
Yes, you can change your Widget's colour to match your company's corporate image. BUSINESS and ENTERPRISE Plans allow even more customisation for the Widget, such as uploading your own icon and in-call video and image. Go to Administration > Widget > Appearance to customise your Widget's appearance.
How can I change the widget icon on my website?
Accounts using the BUSINESS and ENTERPRISE Plans can upload an image to customise their Widget icon. Go to Administration > Widget > Appearance to customise your Widget's appearance.
Can I turn off the widget when not in use?
Yes, you can hide the Widget if you don't need it for the time being. Go to Administration > Widget > Appearance and toggle the Widget Display button OFF.
Can I have my customers provide their first name, last name, phone number, etc., when they send an enquiry?
Yes, you can. CINNOX has a Pre-Chat Survey form to let customers fill out personal information before starting an enquiry session. For more information, please refer to our User Guide.
Can I ask my customers to leave a message when no one answers their enquiry?
Yes, you can. CINNOX has an Offline Support form to let customers leave you a message if no agent is available to pick up their enquiry. For more information, please refer to our User Guide.
How can I get notified of new incoming messages and calls on CINNOX?
CINNOX automatically sends browser push notifications. Whenever a visitor or another Staff member calls you, starts a new conversation with you, posts something in a Space, or mentions you in one of your chat rooms.
Could CINNOX features be customised to meet our specific operational requirements, such as turning off certain buttons on the call view?
For feature customisation, please contact our Sales Team at [email protected].
Updated 2 months ago