Identity and Enquiry

How does the CINNOX enquiry workflow work?

In CINNOX, an enquiry workflow begins when a customer or visitor Opens an enquiry through any of the available channels, such as the web widget, weblink or QR code, virtual number, or Social page. Suppose an agent or Staff member picks up their enquiry, its status changes to Ongoing until resolved and Closed by the agent or the visitor.

Otherwise, the enquiry is classified as Missed; The agent can Follow-Up missed enquiries until resolved.

Refer to our User Guide for more information.

Where can I view a visitor's information and their enquiry details?

You can view visitor's information and enquiry details such as visitor first and last name, enquiry ID, type, channel details, platform, location, language and other details on the Enquiry Overview and Room Details Panel. Please refer to our User Guide.

Can I still view the details of a closed enquiry?

Yes, you can. Closed enquiries are archived in the Enquiry Overview. You may click on a closed enquiry to view the visitor's details, chat conversations, and other information.

Where can I see the missed enquiries?

You can find the missed enquiries on the Enquiry Panel and Enquiry Overview.

What channels can a visitor use to send an enquiry to CINNOX?

Visitors and customers can send their enquiries to CINNOX through any of the following channels:

  • Directory (through the Tag and Staff list on the website)
  • Virtual number (comes with toll-free and local numbers)
  • Social Messaging (Facebook Page, LINE, WhatsApp Business API, WeChat Official Account integrations)
  • Campaign (with the Tag, Staff and Social Page Weblinks)
  • Weblink (with the Tag and Staff web links)
  • QR Code (with the Channel and Staff QR Code)

What is a Directory on CINNOX?

A Directory is a list of available contact points that a visitor can explore using the CINNOX Widget. It may refer to the Tag Directory (which shows a list of different Tags), or the Staff Directory (which lists out your staff contacts).

Can I transfer an enquiry to another agent?

Yes, you can. CINNOX lets you transfer chat enquiries to another staff member.

What is a Destination on CINNOX?

A Destination is an individual or a group that can answer enquiries from the CINNOX Widget, direct calls, or chat via Weblink or QR code, Virtual Numbers, or Social Page. You can route enquiries according to the Destination rules, type, and endpoint.

Is it possible to route chat or call enquiry to a specific support team or group?

Yes, it is. You can create a Destination with a specific staff list so that call or chat enquiries can be directed to them.

How many staff agents can I add in the Destination to handle customers enquiries

You can add up to 30 staff agents to a destination from the Staff List. All agents assigned under this destination will simultaneously receive an incoming enquiry notification whenever there is an open enquiry.

Can I use my existing phone numbers to answer call enquiries from CINNOX?

Yes, you can create a Destination for a PSTN Number and then add your personal phone numbers as its endpoints.

Can I answer call enquiries through a SIP Trunk?

Yes. You can create a Destination and set the SIP trunk as its type. However, you will need assistance from the CINNOX Support Team to complete this setup.

Is it possible to limit access to live support by language?

Yes, it is. You can configure CINNOX to route incoming enquiries depending on the visitor's preferred language, as determined by their browser language settings.

Is it possible to limit access to live support by location?

Yes, it is. You can configure CINNOX to route incoming enquiries depending on the visitor's location, as determined by their IP address.

Can I distribute customer enquiries to different support teams by volume?

Yes, you can configure CINNOX to route incoming enquiries based on volume percentage.

Can I route customer enquiries to different support teams based on what time is it?

Yes, you can configure CINNOX to route incoming enquiries depending on the time of day.

What is Alternative Routing?

Alternative Routing is a routing rule that distributes incoming enquiries based on the list order of the Destinations.

Can I route returning customers to the same agent?

Yes, CINNOX has Sticky Routing feature which routes a returning customer back to the same agent whenever they send a enquiry again.

Does Sticky Routing stop working or expire at some point?

Depending on a Virtual Number's settings, a sticky relation may expire if there are no further interactions between the bound visitors and Staff members beyond a set time.

What is Engagement?

Engagement is a CINNOX call feature that creates an engagement binding between a visitor and the Staff member who called them using a virtual number. The next time the visitor reaches using the same number, CINNOX routes them to the same Staff member who called them. The Staff member may save their contact details and create an enquiry room for them.

How is Engagement different from Sticky Routing?

Both Sticky Routing and Engagement create a binding relationship between a visitor and a Staff member.

In Sticky Routing, the binding starts from the visitor (via enquiries).
In Engagement, the binding starts from the Staff member (via outbound calls).

Can I show a greeting message proactively with the Widget on my website?

Yes, you can. The CINNOX Widget has a Smart Greeting feature that lets you display a custom message that appears on top of the Widget icon.

What is Social in CINNOX?

Social is a cross-channel CINNOX feature providing a seamless customer experience. Whether your visitors and customers are using social media and messaging apps, you can reply to their messages in one place.

Can I link my Facebook Fan Page, WhatsApp Business API, WeChat Official Account and LINE Offical Account on CINNOX?

Yes, you can. CINNOX has a Social feature that lets you link Facebook Pages, WhatsApp Business API, WeChat Official Account and LINE Offical Account. Any messages from these platforms are categorised as enquiries in your CINNOX account that you can reply to and manage in one place.

Can I have more than one Facebook Page in one CINNOX service account?

Yes, there is no limit for the Facebook Page to link in your CINNOX service account.

Note that one Facebook Page account can only link to one channel.

Can I have more than one WhatsApp Business API in one CINNOX service account?

Yes, there is no limit for the WhatsApp Business API to link in your CINNOX service account.

Note that one WhatsApp Business API account can only link to one channel.

Can I have more than one WeChat Official Accounts in one CINNOX service account?

Yes, there is no limit for the WeChat Official Accounts to link in your CINNOX service account.

Note that one WeChat Official Account can only link to one channel.

Can I have more than one LINE Official Account in one CINNOX service account?

Yes, there is no limit for the LINE Official Account to link in your CINNOX service account.

Note that one LINE Official Account can only link to one channel.

Can I share my Social Channel via Weblink or QR Code so the visitors can easily reach me?

Yes, you can. Facebook Page, WeChat, WhatsApp and LINE channels have Weblink and QR Code that you can insert in your SMS campaign and share on your posts for the visitors to message you quickly.

How many contacts can I add to my CINNOX account?

You can add up to 10,000 contacts to your CINNOX account.

Can I import contacts to CINNOX in bulk?

Yes, you can directly import all your existing contacts by uploading them in a CSV file.

Can I share my contacts to the other agents?

Yes, you can share External Contacts to your fellow staff members.

What happens when I delete a contact?

If you are the External Contact owner and you share their details with fellow staff members, deleting the External Contact will also remove them from other staff members' Contact List. Otherwise, the External Contact will only be removed from your Contact List.

What can I do if I have two contacts which represent the same person/business?

You can merge two contacts and make them as one and select the records you want to keep and replace.

To merge two contacts:

  • Go to Contact Management > External Contacts >, and select the contact you want to merge.
  • Click the Merge button in the top right corner of the Profile page
  • Select the contact you want to merge with and select for the records you want to keep and replace
  • Click Merged button to complete the steps
  • Refer to our User Guide for more information.

    How do I merge two existing contacts?

    To merge two contacts:

  • Go to Contact Management > External Contacts >, and select the contact you want to merge.
  • Click the Merge button in the top right corner of the Profile page
  • Select the contact you want to merge with and select for the records you want to keep and replace
  • Click Merged button to complete the steps
  • Refer to our User Guide for more information.

    Does CINNOX detect duplicate external contacts?

    Yes, CINNOX has verified phone number duplicate detection and provides a suggestion to merge the profile to an existing contact with the same verified phone number.

    Can I merge a new visitor profile to an existing contact?

    Yes, you can. Visitor profiles from an enquiry can be merged to an existing contact in the chatroom during the enquiry handling.

    What will happen to the enquiries of the contacts after merging?

    Ongoing, Followed-up and Closed enquiries of each contact will be combined into the chatroom and can be viewed all together.

    What shall I do if I mistakenly merge two different contacts unintentionally.

    The best approach to this would be to create a new contact for another customer profile. Then open the merged contact and change the information within.

    Can I sync my mobile device contacts, make a call and send SMS to them with my CINNOX account?

    Yes! You can. To sync your device contacts, head to Contacts of your CINNOX mobile app, tap Contacts, select Device Contacts, and then tap Sync Device Contacts to sync your device contacts list into your CINNOX account. Lastly, please select a contact from your Device Contact list and tap the call or SMS icon to connect with them.

    Updated about a month ago


    Identity and Enquiry


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