Smart Messaging

Yes, CINNOX provides text formatting capabilities through Markdown Syntax. This feature allows you to enhance your text with a variety of Markdown formatting styles, offering flexibility and creativity in your communications.

For more information, please refer to our User Guide.

In CINNOX, all staff members have the ability to utilise Markdown Syntaxes for text formatting. This feature is available to enhance communication by allowing our staff to creatively and effectively format their messages.

CINNOX IMs and group chat messages are sent online. The cost of these messages depends on your internet access. For example, if you are connected to a free Wi-Fi network, sending or receiving CINNOX messages should not cost. However, if you are using mobile data, the data charges for your mobile subscription may apply.

No, CINNOX does not have a chat message limit.

Yes. CINNOX allows staff members to create public and private Spaces for internal communication and collaboration.

Go to your Workspace, click the (+) button on the bottom right corner of the Utility panel, then click on New Chat to create a new Space. You can select the staff members you wish to invite in the pop-up window.

For more information, please refer to our User Guide.

A Space can have up to 500 members.

Yes, share your personal Web link or QR Code for Call or Chat Enquiry, which you can find in your account profile.

Yes, you can use Web links or QR Codes to let your customers or visitors contact you or your support staff without adding a Widget to your website.

Go to Administration > Channels > Directory, copy the Web link or QR Code from a Tag, and share it with your customers. You may also share a personal Web link or QR Code, which can be found on the My Account page or in Administration > Organisation > Staff.

Chat Translation is available in the following room types:

• External (Enquiry) Chat Room
• Internal Chat Room
• Space & Conference Room

And available to all staff members.

For more information, please refer to our User Guide.

The Chat Translation feature ensures that customer messages are automatically translated into the language of your support agents. This enables seamless communication between customers and agents, regardless of their languages. Chat Translation eliminates language barriers that may affect the quality of your customer service.

Chat Translation supports 26 languages. For more information, please refer to our User Guide.

Yes, Chat Translation supports translating into up to three languages, based on the order in which staff members join the enquiry chat room.

Yes, staff with admin and supervisor roles can use Chat Translation for the private messages. For more information, please refer to our User Guide.

Yes, visitors can translate chats in chat rooms initiated by CINNOX's Web Link or Widget.

If there are no staff members or tags available to handle enquiries transferred from the chatbot, you have two options:

• Blind Transfer: Enabling Blind Transfer will convert transferred enquiries into missed enquiries.
• Loopback Transfer: Enabling Loopback Transfer will send enquiries back to the chatbot for further handling.

For more information, please refer to our User Guide.

Yes, you have the flexibility to customise messages in various formats, texts, buttons, actions with an attached media file using response codes assigned by CINNOX. CINNOX will generate messages based on your specified responses to reply to enquiries.

For more information, please refer to our User Guide.

Yes, you can review all visitors' chats in the chat room of missed enquiries.

Yes, you can. Copy the Web link or QR Code and add your email messages or ads.

You can send SMS texts from your CINNOX Dashboard or the App using the dial pad or Contact list in your Workspace or the Campaigns feature.

For more information, please refer to our User Guide.

Yes, you can.

Yes, you can configure the SMS sender address for 1-to-1 SMS and broadcast campaigns.

Yes, you can. CINNOX has a broadcast messaging feature called Campaigns that lets you send messages such as SMS in bulk to your target recipients anywhere in the world. To do that, create a Standard or Dynamic Campaign and configure the details accordingly.

A Standard Campaign lets you send messages to your target recipients using a spreadsheet template.

A Dynamic Campaign gives you more options. You can send the same message to multiple target recipients or add variables such as web links, first and last names, or other customisations to further personalise the message for each recipient.

Yes, you must follow a standard format for bulk SMS. A spreadsheet template is available for download on the Create Campaign page.

You can send SMS texts to up to 10,000 recipients in a single Campaign.

The character count is longer for SMS sent to China because a portion of the message is reserved for corporate signatures.

Yes, CINNOX offers SMS inbound services through its partnership with Carriers, which provides virtual numbers to receive customers' SMS messages.

Yes, you can. The SMS report consists of statuses from the Carrier Network to indicate the actual delivery status.

For more information, please refer to our User Guide.

A campaign template is ready-made message content that Staff members can use or insert in their broadcast SMS campaigns. CINNOX has a section called Templates, where Staff members can create and save message contents, so they don't have to compose one from scratch every time they launch a campaign.

Yes, you can. Templates have a bulk import function that lets you upload multiple message templates from a spreadsheet.

Yes, they do. CINNOX has pre-defined dynamic content such as web links, phone numbers, and first and last names. Users may also define their own variables when creating or importing the message contents.

The WhatsApp Engagement feature allows businesses to interact with their customers and visitors through WhatsApp messaging. It enables businesses to proactively send WhatsApp messages using the CINNOX Dashboard and CINNOX App by establishing a connection with the visitor's WhatsApp number. For more information, please refer to our User Guide.

Yes, businesses can send WhatsApp outbound messages to customers, visitors with ongoing enquiries, and external and staff contacts in their CINNOX Account to initiate conversations.

You will need a WhatsApp channel integrated with the 360dialog BSP in your CINNOX service account. For more information, please refer to our User Guide.

Once the engagement period has expired or if another staff member is already engaging with a visitor through the same WhatsApp channel, other staff members cannot use the same channel to engage with the same visitor. The binding between the staff member and the bound customer will be automatically extended as long as staff continues to engage with the visitor.

Yes, you can send WhatsApp messages to visitors through several other entry points besides chat rooms or the dial pad. Here are some other options:

• Visitor phone number in the WhatsApp Engagement > Binding List > Visitor Profile
• Phone Number in the External Contacts > Contact Information
• Visitor Phone Number in the Enquiry Report Details
• Contact phone number in the Enquiry Report > Chat History > Contact Profile
• Caller or Receiver phone numebrs in the Call Report > Report Details
• Visitor Phone number in the Enquiry chat room > Visitor Information
• Visitor Phone number in the Enquiry chat room > Contact Profile

The engagement period between the visitor and staff can only be set for 1 Day, 3 Days, 7 Days, 14 Days or 30 Days. If there are no interactions between the two after the set number of days, the binding will be removed.

No, there are no additional charges for using WhatsApp Engagement. The costs are already incorporated into your license fee and conversation fee associated with the 360dialog BSP channel source. For more information, please contact us.

You can save messages in drafted campaigns as Templates.

Yes, CINNOX users can create their WhatsApp Campaigns using 360dialog as the WhatsApp BSP. For more information, please refer to User Guide.

Make sure that your 360dialog WhatsApp Business API account is connected to CINNOX. To meet this prerequisite,

• Your CINNOX Plan should support WhatsApp integration.

• You should have a valid phone number.

  • Ensure you must also be able to receive a phone call or SMS to get the 6-digit PIN code required for authentication.
  • If you have a service number, make sure the IVR is disabled.
  • For virtual numbers added in CINNOX, you must be added as a destination endpoint of that number to pick up a call.

• You will also need a Meta Business Manager account, which can be created during registration.

Once your 360dialog WhatsApp Business API account is connected to CINNOX, navigate to your CINNOX Dashboard > Campaigns > Submitted Campaigns > Create Campaign, and select WhatsApp as your channel type.

For more information, please refer to our User Guide.

Yes, they can. Recipients of my WhatsApp campaign are able to reply to the message, and their responses will be considered a WhatsApp Enquiry that can be handled by an agent as usual.

To check the status of sent campaigns, log in to your CINNOX dashboard > Campaigns > Sent Campaigns. On the Sent Campaigns page, you can view the status of your sent campaigns.

For more information, please refer to our User Guide.

To create a template for WhatsApp messages, you have two options:

1. Log in to your WhatsApp Manager on Meta and follow the instructions there. Or

2. Log in to your 360dialog Client Hub, select a WABA number, and create a template through that platform.

Both options will allow you to create the desired template for your WhatsApp messages.

For more information, please refer to Create message templates for your WhatsApp Business account.

You can either upload the file directly, input the file's URL, or choose fields from the CSV to set as the campaign header. For more information, please refer to our User Guide.

The message templates available in the CINNOX messaging platform support the following media types.
For the header, it supports

• text
• image
• document
• video

Additionally, buttons are supported for all media types in the message templates. Please note that these templates are created using the 360dialog hub or Meta platform.

For more information, please refer to Creating Media Templates.

An unverified parent business account is allowed a maximum of 250 WhatsApp Business Account templates. In contrast, a verified parent business account and at least one of its associated WhatsApp Business Accounts with an approved display name and business phone number can each own up to 6,000 templates.

For more information, please refer to Create and Manage Message Templates.

You cannot edit or modify the templates of your WABA in CINNOX. CINNOX only allows you to view the templates of your WABA. If you want to edit the templates, you can do so in the 360dialog Client Hub or Meta Business Account.

• For more information on viewing template messages in CINNOX, please refer to our User Guide.
• For more information on message template creation, please refer to Create message templates for your WhatsApp Business account.
• For more information on editing message templates, please refer to Edit message templates for your WhatsApp business account.
• For more information on the message template deletion, please refer to Delete message templates for your WhatsApp Business account.

The WhatsApp Message Template may be rejected by 360dialog or Meta under the following circumstances:

• The variable parameters in the template contain special characters such as #, $, or %
• The content of the message template violates the Commerce Policy of WhatsApp.

For more information, please refer to Message Templates.

Concurrently editing WhatsApp template variables on CINNOX and 360dialog may lead to discrepancies between the template content viewed by the agent and the visitor. In this case, the agent may observe the new template has been sent out via CINNOX, while the visitor may receive the older version.

Yes, there are some limitations regarding the file size and content type. For more information, please refer to our User Guide.

Yes, you can. For more information on how to import recipients' numbers in bulk, please refer to our User Guide.

All conversations between a customer and staff, including WhatsApp, are encrypted in the database. The data in CINNOX is stored in the home region of the service, e.g. Hong Kong.

It is recommended that any reply to their messages be sent within 24-hours of receiving their last message. After 24 hours, if you wish to continue the conversation in the CINNOX Dashboard and app, you must use a template message to resume the enquiry conversation with the customer.

For more information on restarting a conversation in the CINNOX Dashboard, please refer to our User Guide.

For more information on restarting a conversation in the CINNOX app, please refer to our User Guide.

You can select one template message from a set of choices to restart a conversation with a customer.

Visitors can share files up to 20 MB in size in a chatroom; on the other hand, Staff members can share up to 200 MB.

Yes, you can recall a message within five minutes after posting it.

Yes, you can edit a message within five minutes of sending it.

Yes, you can.

Yes, you can. The UTM (Urchin Tracking Module) Information in the chat room encompasses the information corresponding to the customisable parameters, such as

• UTM Campaign
• UTM Content
• UTM Medium
• UTM Source
• UTM Term
• UTM {parameter}

You can add these UTM parameters to the staff's direct weblink of the call and chat. Access to this information from these parameters can help you track the source and obtain extra information from the enquiries initiated by visitors or customers. For more information, please refer to our User Guide.

Quick Links are text shortcuts to web links or phone numbers that Staff members can use when composing messages.

CINNOX currently supports personal call and chat weblinks, Tag Directory call and chat weblinks, and numbers associated with the CINNOX service account when sending 1-to-1 SMS or launching Dynamic Campaigns.

SMS inbound refers to the capability of your company to receive SMS messages from customers.

Yes, CINNOX offers SMS inbound services through its partnership with Carriers, which provides virtual numbers for receiving SMS messages from customers.

For more information on using virtual numbers for Inbound SMS, you can contact your Account Manager or the Customer Support Team.

You can view your Inbound SMS on CINNOX by accessing the SMS Report and through the subscription of the Inbound SMS Event in the Open API.

Yes, you can forward messages and media files to another chat room.

There are a few ways to set up auto-replies on CINNOX, depending on your objective and the feature.

CINNOX web communication widget: If all staff on your account are off-duty, you could set up pre-chat forms to collect the customer's contact information and get back to them later.

Directory (Tag): You can set up the following customisable messages in CINNOX:

• The Welcome Messages will be sent to the customers to seek your support when sending a new email.
• The Idle Messages will be sent to the customers when they become idle in your conversation.
• The Transfer Failed Messages will be sent when transferring their enquiries to another destination or staff member fails.
• The close enquiry email will be sent to the customers when their enquiries have been closed by the staff or the system.

Facebook Messenger, WhatsApp, WeChat, LINE, WOZTELL and Third Party Channel: You can set up the following customisable messages in CINNOX:

• Welcome Messages are greetings sent to customers when they send you their messages first.
• Away Messages are sent to inform the customers that their enquiries will be attended to shortly when they are missed.
• Close Enquiry Messages will be sent to the customers when their enquiries have been closed by the staff or the system.

Gmail and Outlook/Microsoft Email: You can set up the following customisable messages in CINNOX:

• The auto-reply email will be sent to the customers when the customer sends a new email to seek your support.
• The close enquiry email will be sent to the customers when the enquiries have been closed by the staff or the system.

CINNOX supports the integration of the following Chatbot platforms:

• Microsoft QnA Maker
• Google Dialogflow

Including the General Chatbot Integration that you can bring your chatbot to CINNOX using the POST Method. For more information, please refer to our User Guide.

Here are the steps to link your Facebook Page to CINNOX:

• Subscribe to the CINNOX Omnichannel Contact Centre or the above plan.
• Sign in to your CINNOX service account, create a new channel under Social with Facebook Page as the source and fill in the required details.

For more information, please refer to our User Guide.

An enquiry from Facebook Messenger comes with an icon. The user's profile photo indicates that your visitor uses the Messenger account.

Here are the steps to link your WeChat Official Account to CINNOX:

• Subscribe to the CINNOX Omnichannel Contact Centre or the above plan.
• Sign up and get your WeChat Office Account (WOA) verified.
• Sign in to your CINNOX service account, create a new channel under Social with WeChat as the source and fill in the required details.

For more information, please refer to our User Guide.

An enquiry from WeChat comes with a WeChat icon, and the user's profile photo indicates that your visitor is using the WeChat account.

You have to prepare the following to register a WhatsApp business account:

• A valid phone number or virtual number to receive a one-time verification via a phone call or SMS.
• A Meta Business Manager Account. You can also create a new account during the WABA onboarding setup.

For more information, please refer to our User Guide.

There are 2 different types of WhatsApp Business Accounts (WABA) - WhatsApp Business App and WhatsApp Business API. To integrate with CINNOX, you must get a WhatsApp Business API account.

For more information, please refer to the blog Using WhatsApp Business to drive Growth - with CINNOX.

By default, a maximum of two numbers can be added under one 360dialog account, and additional Virtual Numbers can be purchased to be used as a WhatsApp Business API number. For more details on purchasing Virtual Numbers, please contact our CINNOX Customer Support Team.

Yes, you can do so. Please contact the CINNOX Customer Service Team for CINNOX's partner ID.

If you have submitted a 'partner change request' to transfer your WhatsApp Business Account to CINNOX, which has been pending for more than 24 hours, please contact CINNOX's Customer Service Team for assistance with the transfer process.

For more information, please refer to our User Guide.

Here are the steps to link your WhatsApp Business API to CINNOX:

• Subscribe to the CINNOX Omnichannel Contact Centre or the above plan.
• Apply for the Business API account with your chosen WhatsApp Provider.
• Sign in to your Web Dashboard, go to Administration > Channels > Social, click Create Channel, select Whatsapp, and fill in the required fields to complete the setup.

For more information, please refer to our User Guide.

There are two ways to remove a WhatsApp source:

Option1: Through the CINNOX Web Dashboard

1. Navigate to Administration > Channel Source.
2. Find the 360dialog WhatsApp Source and delete it.
3. In the pop-up window, enter "DELETE" to confirm the deletion.

For more information, please refer to our User Guide.

Option 2: Through the 360dialog Client Hub

1. Navigate to your WhatsApp account on the navigation bar.
2. Choose the phone number and click "Show Details".
3. Scroll down and click the "Cancel subscription" button.

For more information, please refer to our User Guide.

Please note that the deletion is not immediately effective, and the status of the number will change to "Pending Deletion". The subscription and billing will be terminated at the end of the current month.

An enquiry from WhatsApp comes with a WhatsApp icon, and the user's profile photo indicates that your visitor is using the WhatsApp account.

One WhatsApp Business Account can have up to 25 phone numbers.

Yes, you can. Create a new 360dialog WABA by setting up an account and profile with a valid phone number or a virtual number in CINNOX.

For more information, please refer to our User Guide.

Yes, you can. Port the existing WABA number to 360dialog through CINNOX by filling out the 360dialog application submission form and completing the number porting process.

For more information, please refer to our User Guide.

Yes, you can. On your 360dialog Client Hub, click the "Request partner change" to process the request.

For more information, please refer to our User Guide.

Yes, you can. Sign in to your 360dialog account in the pop-up window during the onboarding process in CINNOX and select a WABA number to add to CINNOX.

For more information, please refer to our User Guide.

Yes, you can continue sending and receiving messages until the account is completely deleted at the end of the current month.

For more information, please refer to our User Guide.

Contact the CINNOX Customer Service Team and provide them with your WhatsApp Business Account phone number to re-enable your WhatsApp source.

Contact the CINNOX Customer Service Team and provide them with your WhatsApp Business Account phone number.

Yes, you can. When the source deletion is pending, you can still receive and accept WhatsApp enquiries as usual until the source is permanently deleted at the current month's end.

Here are the steps to link your LINE Official Account to CINNOX:

• Subscribe to the CINNOX Omnichannel Contact Centre or the above plan.
• Apply for the LINE Official Account.
• Sign in to your Web Dashboard, go to Administration > Channels > Social, click Create Channel, select LINE, and fill in the required fields to complete the setup.

For more information, please refer to our User Guide.

An enquiry from LINE comes with a LINE icon, and the user's profile photo indicates that your visitor is using the LINE account.

Here are the steps to link your WOZTELL Official Account to CINNOX:

• Subscribe to the CINNOX Omnichannel Contact Centre or the above plan
• Sign up and get your WOZTELL account. Acquire Social channels such as WhatsApp Cloud, Facebook Page and Instagram.
  Sign in to your CINNOX service account, create a channel under Social with WOZTELL as the source and fill in the required details.

For more information, please refer to our User Guide.

An enquiry from WOZTELL comes with a WOZTELL icon, and the user's profile photo indicates that your visitor is using the WOZTELL account.

No, you cannot. You can only bind one WOZTELL platform to one CINNOX channel per service.

Emails can be bound with CINNOX through the Omnichannel feature. You can either use the CINNOX mail server or your mail server and reply to your visitors in our CINNOX Dashboard or Mobile App. Create an email channel in your CINNOX Dashboard and add your email support to your preferred CINNOX email.

For more information, please refer to our User Guide.

You will require a Gmail or Outlook email account to integrate with your CINNOX service. The email account can be a free or paid version. Your CINNOX plan must be Business or above to use your email domain to reply to your visitor.

For more information, please refer to our User Guide.

You can add all your email support addresses to your CINNOX service. You must create an email channel, add an email support address, configure the routing rules with your destinations and customise the auto-reply message.

For more information, please refer to our Pricing Plan.

No, you will need to add your email addresses individually. Each email channel corresponds to one email address configured with routing rules and the assigned destination of your dedicated agents.

Routing rules are guidelines or instructions that dictate how incoming customer chat or call enquiries should be distributed and directed within a business or organisation. These rules can ensure that each enquiry is directed to the appropriate team or individual based on factors such as the type of enquiry, the time of day, or the volume of enquiries.

Routing rules can benefit businesses with multiple teams or departments handling different enquiries by ensuring each enquiry is directed to the most appropriate team or individual. This can help to reduce response times, improve customer satisfaction, and increase agent productivity.

Some common types of routing rules include alternative (linear) routing, percentage routing, time-based routing, sticky routing, and engagement routing.

The Alternative (Linear) Routing rule distributes incoming enquiries in a linear pattern to your set destination. It can be useful when you have a set order in which you want enquiries or calls to be routed, such as when you have teams handling different types of enquiries or want to distribute calls evenly among your agents.

The Percentage Routing rule distributes incoming enquiries at a percentage value, meaning that you can allocate different percentages of calls to different teams or agents depending on their availability or skill set.

Time-based routing distributes incoming enquiries using time allocation, such as routing calls to specific teams or agents during certain hours of the day or week. Time-based routing can be especially useful for businesses with staffing limitations or fluctuations in demand, as it allows you to allocate your resources to maximise productivity and efficiency.

Sticky routing establishes a relationship between visitors and staff members. New enquiries from the same visitor will route directly to someone who helped them in the past.

Engagement routing establishes a relationship between visitors and staff members. Staff will initiate the conversation with a visitor, and when the visitor responds, it will route to the staff who engaged.

Yes, you can select "Never Expired" as an option for your Engagement Period of the Sticky Routing in your Virtual Number and Email channels. This way, it keeps the binding last between a customer and staff. For more information, please refer to our User Guide.

Currently, to distribute enquiries according to agents' performance, idle time, or any statistical data are yet to be available. Please stay tuned for further updates on this feature.

The call distribution is based on the routing settings. All available agents in the same service group will receive audible notifications of incoming calls. At the same time, agents on calls will receive only visual notifications of incoming text messages, not audible.

Yes, your CINNOX plan must be Business or above to use your email domain when replying to customer emails.

For more information, please refer to our Pricing Plan.

Yes, CINNOX supports

• Gmail – Free version and Google Workspace
• Outlook – Free version, Microsoft 365 and Exchange Server
  Other email providers are not supported yet.

Your email inbox will remain the same. After the binding, it will forward upcoming customer emails to your CINNOX service. You can reply to them in your CINNOX Web Dashboard and Mobile App.

For more information, please refer to our User Guide to create an email channel and enable the forwarding rules in your Gmail or Outlook email settings.

Yes, you can. You can search and view email enquiries to the following.

• Dashboard Analytics
• Enquiry Overview
• Enquiry Details

For more information, please refer to our User Guide.

Yes, just like other types of enquiries. You can transfer an email enquiry to another agent.

Yes, you can attach files with the enquiry, and each attachment can be up to 20MB, occupying the service storage.

Yes, CINNOX supports binding an alias email for your domain server. You can receive emails as enquiries sent to the alias email in your CINNOX account, but when the staff respond to the enquiry, the email will be from your primary email address.

Yes, you can send outbound emails to your customer from your contact list through CINNOX services. The number of emails depends on your subscribed service.

To know the detailed steps to how to send an email, please check our CINNOX User Guide:

• CINNOX Web Dashboard
• CINNOX App

To know the detailed steps to send an email, please check our CINNOX User Guide:

• CINNOX Web Dashboard
• CINNOX App

Go to Contact Management > External Contacts, then open contact and select the Activity tab.

Labeling enquiries and external contacts in CINNOX is a straightforward process. To add a label, just click on the enquiry or contact you wish to label. Then, add your desired label directly in the Enquiry Information Panel for enquiries or the Visitor Information Panel for external contacts. Additionally, if AI Suggested Label and Topic is enabled, you can conveniently apply AI-suggested labels to enhance categorisation.

For more information on enabling AI Suggested Label and Topic, please refer to our User Guide.

In CINNOX, you can tailor the AI Suggested Label Topic feature to your linguistic needs by selecting from four available language options: English, Japanese, Traditional Chinese, and Simplified Chinese. This feature enables you to receive AI-generated suggestions in the language you are most comfortable with, enhancing the user experience.

For more information, please refer to our User Guide.

To leverage the AI Suggested Label and Topic feature in CINNOX, there are a few key prerequisites:

• Sign Up for an OpenAI Account: Begin by creating an account with OpenAI. This is a necessary step to access the AI functionalities.
• Integrate Your OpenAI Account with CINNOX: Once your OpenAI account is set up, integrate it with your CINNOX account. This integration is crucial for enabling AI-based features within CINNOX.
• Select Your AI Engine and Enable AI Suggested Label and Topic: Finally, choose the AI engine you wish to use within CINNOX and enable the AI Suggested Label and Topic feature. This step activates the AI’s capabilities to automatically suggest labels and topics based on your interactions.

For more information, please refer to our User Guide.

Yes, CINNOX provides a feature that allows you to track the usage of labels. You can monitor how many enquiries and external contacts have been labeled. This information is conveniently displayed as "Used in Enquiries" and "Used in Contacts" on the Labels page. This tracking capability helps in understanding the application and effectiveness of your labeling system.

In CINNOX, the AI-Suggested Labels feature is designed to support both chat and email enquiries. This functionality enables an enhanced level of organization and efficiency, allowing for effective categorisation and response management across different types of communication channels.

AI features in CINNOX, including Suggested Label and Topic, CINNOX Q&A Bot, and other functionalities, are generally accessible worldwide. However, it's crucial to note that their availability may vary based on your specific location. This variability is largely due to the dependency on OpenAI services, which offer different levels of support across various regions.

To check the availability of OpenAI services in your location and see a list of supported countries, please visit the OpenAI website.

Yes, in CINNOX, labels can be used universally for both enquiries and external contacts. This allows for consistent and efficient categorisation across different types of interactions and contacts.

• For more information on labelling external contacts, please refer to our User Guide.
• For more information on labelling enquiries, please refer to our User Guide.

Yes, the staff or admin must reload the page to view the changes made by other staff to get the latest labelling.

In CINNOX, the AI-Suggested Labels feature is designed to support both chat and email enquiries. This functionality enables an enhanced level of organization and efficiency, allowing for effective categorisation and response management across different types of communication channels.

While the AI in CINNOX endeavors to generate labels in your selected preferred language, it's important to understand that 100% accuracy is not always guaranteed. The complexity inherent in language processing can lead to variations in the accuracy of the labels created. This is due to the nuanced and dynamic nature of languages, which AI is continuously learning to navigate.

No, changing your preferred language settings in CINNOX will not impact the AI-suggested labels and topics that were generated previously. These previously created labels and topics will remain as they were at the time of their creation, unaffected by any subsequent changes in language preferences.

The AI Suggested Labels feature in CINNOX offers multiple advantages to enhance your chat conversation experience. Key benefits include:

• Minimising Repetitive Tasks: AI Suggested Labels help in automating the labeling process, reducing the need for manual input and saving valuable time.
• Improving Enquiry Handling Quality: By providing relevant label suggestions, this feature aids in organising and categorising enquiries more efficiently, leading to better management and response quality.
• Increasing Label Usage Rates: With AI-generated suggestions, you are more likely to use labels consistently and accurately, ensuring a more organized and searchable conversation history.
  For more information, please refer to our User Guide.

The Top 20 Conversation Topics in CINNOX represent the most frequently asked topics in chat enquiries. These topics are analysed and generated by the AI Engine and are displayed in a table on the CINNOX Dashboard. This feature provides valuable insights into common enquiries and trends in customer interactions. Additionally, administrators have the option to convert these AI-generated topics into permanent labels by clicking "Set as a Label." This functionality allows for better categorisation and tracking of common enquiry themes.

For more information, please refer to our User Guide.

The AI Suggested Label and Topic feature is not included by default in the standard CINNOX service plan. It is offered as an additional add-on service. To explore this feature and understand how it can be integrated into your existing service plan, please reach out to our Sales Team at [email protected] for more information and assistance.

In CINNOX, all staff agents who have access to an enquiry are authorized to use AI Suggested Labels. This includes agents who are the owners of the enquiry as well as those with whom the enquiry has been shared. This permission extends to both enquiries and external contacts, enabling a comprehensive and collaborative approach to labeling and managing communications.

For more information, please refer to our User Guide.

Yes, you can choose the same colour for any label you create.

Yes, you are allowed to include special characters in a label.

All the alphabets must be in lowercase; if you use any uppercase alphabet to create a label, the system automatically converts them to lowercase.

Yes, the admin can delete the label when the staff uses it. In this case, a pop-up will notify you and ask you to retain or delete the label.

Yes, a maximum limit of 25 characters is allowed to create a label. There is no minimum limit.

Admin and staff with permission to edit can update or delete an existing label.

A pop-up window appears when you click to edit an existing label. You can rename as required, ensuring your naming aligns with the naming tips mentioned in our User Guide.

Updating a label name will also rename the label of the enquiries where it is used.

Yes, all enquiries closed by the system are counted in the total closed enquiries in the reporting pages.

Yes, the changes will affect your staff members' ongoing and followed-up enquiries. It is helping them to close enquiries that are inactive and focus on those active and upcoming ones.

The Execute button allows staff to close inactive enquiries older than 7 days. Once the user clicks on this button, the process will start, and it will take a few minutes to complete the request depending on the number of enquiries to close.

No. Please ensure this action is firm, as you cannot revert the affected enquiries' status.

The channel custom info allows you to add additional information giving more details and tips to your agents on serving their visitors and customers better and faster.

Yes, you can. Each channel you created has a custom info section, allowing you to add customisable details to the channel.

For more information, please refer to our User Guide.

Yes, you can. Pinning a message is a great way to keep the most important conversations on your radar.

Yes, you can. Pinning a chat room is a best practice to put your top chat rooms in your Recent Chats.

Staff can view 50 enquiry records in the chat room of a visitor or customer.

Yes, you can add up to 14 staff in an ongoing chat enquiry to help quickly resolve visitors' queries.

For more information, please refer to our User Guide.

As staff with an administrator role, you can. You can supervise, train and support agents to handle chat enquiries. You can join the conversation or take over to help resolve the visitor's query.

For more information, please refer to our User Guide.

Absolutely! In CINNOX, you have the capability to both view and take over enquiries that are currently being managed by the chatbot. Once you take over an enquiry, you can seamlessly continue the interaction, including the use of call functions for more direct communication.

For more information, please refer to our User Guide.

An email signature is typically a block of text at the bottom of emails that includes professional contact information. It is often called an email footer.

BCC stands for "blind carbon copy." Like CC, BCC is a way of sending copies of an email to other people. The difference between the two is that while you can see a list of recipients when CC is used, that's not the case with BCC. It's called blind carbon copy because the other recipients won't be able to see that someone else has been sent a copy of the email.

Yes, you can. As an admin, configure the BCC of your email channel and add staff as recipients to every send email to the visitors.

Canned Responses are predefined answers or replies to frequently asked questions. CINNOX lets you add and store your responses through the Canned Responses tool and use them effortlessly in chat replies. Your response times reduce, and no more repetitive typing of the same chat.

For more information, please refer to our User Guide.

Short Key is the keyword added to each canned response for easy search and retrieval of canned responses in the chat room. Short Key must be unique and not duplicated with public and others' canned responses.

For more information, please refer to our User Guide.

You can use canned responses when replying to a chat or email in your chat room:

• Enquiry room
• Direct room (1-to-1 room)
• Space (Private and Public group chat)

For more information, please refer to our User Guide.

Yes, CINNOX provides auto-reply messages that are used to respond to visitors and customers for different cases of handling a chat and email enquiry. You can customise the message according to the channel you serve.

• The Welcome, Idle, Transfer Failed, and Close Enquiry messages are the auto-reply messages that can be used for the

  • Directory
  • Web Link channels

• The Welcome, Away, and Close Enquiry messages are the auto-reply messages that can be used for

  • Social
  • Third-Party channels

• The Welcome and Close Enquiry emails are the auto-reply messages that can be used for

  • Email channel

You can use them when you enable the auto-reply messages in your Channels.

For more information, please refer to our User Guide.

Yes, CINNOX provides Advanced Message Type such as:

• Button Text - is a vertical stack under a text card, and each button has different actions when clicked or tapped. Buttons remain available in the message thread.

• Quick Reply - appears as a set, listed horizontally, and each appears in its clickable bubble. When a quick reply button is clicked or tapped, the message is sent in the conversation, and all the other quick replies buttons disappear.

• General Message - plain text with a description and an attachment but without buttons.
  You can use them when you enable the auto-reply messages in your Channels.

You can use them when you enable the auto-reply messages in your Channels.

For more information, please refer to our User Guide.

Yes, they can.

The visitor and customer in the directory or web link can click the "Still have questions" button in the chatroom to resume the enquiry conversation ended by staff or the system.

Yes, you can.

Hiding inactive chat rooms without deleting their chat history can make your Recent Chat list more organised and neat, and you can unhide them whenever necessary.

For more information, please refer to our User Guide.

Private messaging allows agents to communicate directly with each other within the enquiry chat room without the customer being able to see the conversation. This feature is useful for sharing sensitive information the customer does not need to see.

For more information, please refer to our User Guide.

Agents can use Private Messages to share customer details, troubleshooting tips, and other important information related to the enquiry being worked on.

Private Message can help streamline workflows, ensure that all relevant parties are kept up-to-date on the status of each enquiry, and allow team members to collaborate and learn from each other's expertise and experience.

Yes, supervisors or staff with the supervisor or above role can leave private messages from the Enquiry Overview. This feature allows supervisors to communicate important notes and information to agents and provide guidance for better handling of enquiries. It serves as a way to collaborate and draw attention to specific aspects of the enquiry for improved efficiency and effectiveness.

For more information, please refer to our User Guide.

To effectively utilise the CINNOX Q&A Bot, there are several key prerequisites:

• Sign Up for an OpenAI Account: Begin by creating an account with OpenAI, which is essential for accessing AI-driven functionalities.
• Connect Your OpenAI Account with CINNOX: Integrate your OpenAI account with your CINNOX platform. This connection is crucial for enabling AI capabilities within the Q&A Bot.
• Upload Your Data Sources: For the Q&A Bot to provide accurate and relevant responses, upload your knowledge base documents or other relevant data sources.
• Create the CINNOX Q&A Bot and Add Custom Prompts: Set up your Q&A Bot within CINNOX and customise it with specific prompts tailored to your business needs.

For more information, please refer to our User Guide.

For the Chatbot in CINNOX, a variety of file formats are supported as data sources. These include:

• CSV Files: Useful for structured data like tables or lists.
• PDF Files: Ideal for documents and manuals.
• URL Formats: Enables the Chatbot to reference web-based content.
• Markdown-Formatted Files: Great for text with basic formatting needs.

Yes, in CINNOX, administrators have the capability to download data source files. These files can be downloaded in various formats, including PDF, CSV, and Markdown, regardless of their current status in the system. This feature provides administrators with the flexibility to access and manage these data sources as needed for record-keeping or further analysis.

For optimal performance of the chatbot in CINNOX, it is recommended that the data sources be consistent in language. This means that the content, descriptions, and language used by visitors should ideally be in the same vocabulary, as the chatbot functions most effectively with monolingual data sources. To manage enquiries in multiple languages, users are advised to create custom prompts in the respective languages. This approach ensures that instructions and responses are accurately tailored to the language of the enquiry.

For a data source to be operational with the CINNOX Q&A Bot, it must be in the "Ready" status. This status indicates that the data source has been successfully uploaded and processed, and is now available for the Q&A Bot to access and use for responding to enquiries.

For more information, please refer to our User Guide.

A Custom Prompt in CINNOX is a specialised instruction input for the chatbot. It is designed to direct the chatbot's response behavior to specific questions or user interactions. These prompts are essential in guiding the chatbot to produce responses that not only align with the desired tone and style but also match the specific content type and context as derived from the data source for the CINNOX Q&A Bot. Essentially, Custom Prompts are tools to tailor the chatbot’s interactions to meet specific communication needs and preferences.

When preparing Custom Prompts for the CINNOX Q&A Bot, administrators should consider adhering to best practices to ensure effective and accurate bot responses. Key factors include the clarity of the prompts, relevance to the expected user enquiries, and alignment with the overall tone and style of communication. These prompts should be designed to guide the bot in delivering responses that are not only accurate but also contextually appropriate and engaging for users.

For detailed guidance on creating effective Custom Prompts, including examples and best practices, you are encouraged to refer to our Best Practices for Bot Custom Prompts User Guide..

While the CINNOX Q&A Bot, powered by OpenAI's ChatGPT models, is a sophisticated tool designed to provide relevant and informed responses, it is important to note that 100% accuracy cannot be guaranteed. The responses generated by the bot are dependent on the input prompts and the current capabilities of AI technology. Therefore, while the Q&A Bot aims to be as precise and helpful as possible, CINNOX does not assure absolute accuracy in every response.

Yes, the CINNOX Q&A Bot is equipped to support audio messages. When you send an audio message to the bot, it processes the content and responds with a text message. The responses are generated based on the selected data source, allowing for an interactive and dynamic way to obtain information through voice input.

"Chatbot in Workspace" in CINNOX is a feature that integrates a chatbot directly into your workspace environment. This integration allows you to interact with the chatbot by sending messages, leveraging your internal knowledge base. It's an invaluable tool for internal operations, acting as your internal process bot. By posing questions, you receive timely and informative answers, which can be especially helpful in ensuring accurate and efficient responses during various internal operations or when handling enquiries.

For more information, please refer to our User Guide.

The CINNOX Q&A Bot feature is not included as a standard part of the CINNOX service plan. Instead, it is available as an additional add-on service. To learn more about integrating the Q&A Bot feature into your service plan and understanding its capabilities and pricing, please contact our Sales Team at [email protected].

When selecting an AI Engine and its corresponding model for use in CINNOX, it's important to consider how well they align with your specific requirements and preferences. To ensure enhanced accuracy and performance of your chatbot, we recommend opting for at least model 4 or a newer version. Ideally, using the latest model available is advantageous, as it typically offers more refined and accurate responses.

For more information, please refer to our OpenAI Documentation

AI Enquiry Summary is a feature that simplifies and condenses information from long chats or call transcripts. It saves users time by accessing the main points and key details without reading extensive text.

For more information, please refer to our OpenAI Documentation

AI Enquiry Summary helps you handle more enquiries and tasks efficiently by quickly extracting essential information from conversations or call transcripts. It improves communication with customers, reduces errors or misunderstandings, and enables collaboration among agents by providing concise summaries.

For more information, please refer to our OpenAI Documentation

Yes, the summarised information generated by the AI Enquiry Summary can be used for training. It helps new agents grasp important insights and knowledge from past conversations.

For more information, please refer to our OpenAI Documentation

To set up the AI Enquiry Summary, follow these steps:

• Sign up for an OpenAI account.
• Integrate your OpenAI account with CINNOX.
• Enable Enquiry Chat Summary and Enquiry Call Summary in the CINNOX settings.

For more information, please refer to our OpenAI Documentation

After enabling Enquiry Chat Summary and Enquiry Call Summary, you can generate the summary in the chat room by picking up the chat enquiry, replying to the messages, and clicking the Enquiry Summary icon. The summary will be displayed once it is generated by CINNOX Bot.

For more information, please refer to our OpenAI Documentation

Please note that the availability of OpenAI services may vary by country. OpenAI outputs are computer-generated and may occasionally yield inaccurate results. CINNOX cannot ensure the accuracy of these outputs, so discretion and verification of information may be necessary. Temporary interruptions may occur if there are issues with the OpenAI key or connection, but the Enquiry Summary feature will resume once the connection is resolved.

For more information, please refer to our OpenAI Documentation