Identity and Enquiry

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.

For more information, refer to our User Guide.

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.

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.

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

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)

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).

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

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.

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

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.

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

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.

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.

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

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

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

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

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

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.

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.

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).

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.

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.

Yes, you can. CINNOX has a Social feature that links 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.

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.

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.

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.

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.

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.

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

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

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

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

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

To merge two contacts:

For more information, refer to our User Guide.

To merge two contacts:

For more information, refer to our User Guide.

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.

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

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

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.

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.

• Your CINNOX plan must be Business or above.
• Your Salesforce organisation must be an Enterprise, Unlimited, Developer, or an edition with API access.

Refer to our User Guide for more information.

CINNOX integration to Salesforce comes with Sandbox and Production environments. You will need to connect your Salesforce Sandbox org to CINNOX first to test the integration before production.

Refer to our User Guide for more information.

Yes, you can. Connect your Salesforce org to CINNOX and sync your contacts. You can view the profile of your Salesforce contact when they send you an enquiry in CINNOX. You can search, view and update Salesforce contacts in CINNOX and more.

Yes, you can. For Time Routing, you can add Percentage Routing as the second layer. For Percentage Routing, you can add Time Routing as the second layer

A custom field defined by the staff in their CINNOX service. The created custom field will be shown in external contact and can be used in the visitor forms (Pre-chat & Offline forms).

Log in to your CINNOX Dashboard, then navigate to Contact Management > External Contacts to start creating custom fields.

Please see the steps in our detailed Guide.