Smart Messaging

Do CINNOX instant messages (IMs) and group messages cost money?

CINNOX IMs and group chat messages are sent over the internet. The cost of these messages depends on your internet access. For example, if you are connected to a free Wi-Fi network, there should be no cost to send or receive CINNOX messages. However, if you are using mobile data, the data charges for your mobile subscription may apply.

Does CINNOX have a chat message limit?

No, CINNOX does not have a chat message limit.

Does CINNOX offer public and private group chat?

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

How do I create and invite members into a group chat?

Go to your Workspace, click on the (+) button on the bottom right corner on the Utility panel, then click on New Chat to create a new Space. You can then select the staff members you wish to invite on the pop-up window. For more information, please refer to our User Guide.

How many members can join a group chat?

A Space can have up to 500 members.

Can I ask my customers to directly message or call me through a Web link or QR Code?

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

Can I use a direct link or QR code instead of a widget for the chat and call features, as I can add a custom code or add a plugin to my website?

Yes, you can use Web links or QR Codes to let your customers or visitors contact you or your support staff without the need to add a Widget to your website. Go to Channels > Directory, copy the Web link or QR Code from a Tag, and share it with your customers. You may also share a personal Weblink or QR Code, which can be found in the My Account page or in Contact Management > Staff Management.

Can I put a live chat and call link in my email messages, ads and others?

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

How can I send SMS texts on CINNOX?

You can send SMS texts from your CINNOX Dashboard or the App using the dial pad or Contact list in your Workspace, or through the Campaigns feature. For more information, please refer to our User Guide.

Can I send international SMS on CINNOX?

Yes, you can.

Can I change the sender address for outgoing SMS?

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

Can I send bulk SMS on CINNOX?

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.

What is a Standard Campaign?

A Standard Campaign lets you send any message to any of your target recipients using a spreadsheet template.

What is a Dynamic Campaign?

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 personalise the message for each recipient further.

Do I need to follow any format for setting up bulk SMS on CINNOX?

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

What is the maximum number of recipients for a bulk SMS campaign on CINNOX?

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

Why is the SMS word count for China different from the word count for International messages?

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

What is a Campaign Template?

A campaign template is a 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.

Can I import message templates in bulk?

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

Do Campaign Templates support dynamic content or variables?

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

Can I save previous messaging campaigns as Templates?

You can save messages in drafted campaigns as Templates.

What is the maximum file size for file sharing in a chatroom?

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

Can I delete sent messages in the chatroom?

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

Can I edit a chat message after I send it?

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

Can I reply to a specific message within a chatroom?

Yes, you can.

What are Quick Links?

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

Can I create or customise my Quick Links when composing SMS?

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.

Can I forward messages and media files to another chatroom?

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

Does CINNOX provide an auto-reply function?

There’s 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 when sending a new email to seek you support.
  • 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 their enquiries are missed.
  • Close Enquiry Messages will be sent to the customers when their enquiries has been closed by the staff or the system.

Gmail and Outllook/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 you support.
  • The close enquiry email will be sent to the customers when the enquiries have been closed by the staff or the system.

Chatbot Integration: Currently, CINNOX supports the integration of the following Chatbot platforms:

  • Microsoft QnA Maker
  • Google Dialogflow

What are the requirements to link my Facebook Page to CINNOX?

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

  • Subscribe to the CINNOX Pro or the above plan
  • Log 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.

How can I know that an enquiry is from a Facebook channel?

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

What are the requirements to get a WeChat Official Account (WOA) and connect it to CINNOX?

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

  • Subscribe to the CINNOX Pro or the above plan
  • Sign up and get your WOA verified
  • Log 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.

How can I know that an enquiry is from a WeChat channel?

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

What are the requirements to get a WhatsApp Business API account and connect it to CINNOX?

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

  • Subscribe to the CINNOX plan
  • Apply for the Business API account with your chosen WhatsApp Provider.
  • Log in to your Web Dashboard, navigate to Channel > Social > Create Channel, select Whatsapp, and fill in the required fields to complete the setup.

For more information, please refer to our User Guide.

How can I know that an enquiry is from a WhatsApp channel?

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

How many phone numbers can a WhatsApp business account have?

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

What are the requirements to get a LINE Official Account and connect it to CINNOX?

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

  • Subscribe to the CINNOX plan
  • Apply for the LINE Official Account
  • Log in to your Web Dashboard, navigate to Channel > Social > Create Channel, select LINE, and fill in the required fields to complete the setup.

For more information, please refer to our User Guide.

How can I know that an enquiry is from a LINE channel?

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

What are the requirements to get a WOZTELL Account and connect it to CINNOX?

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

  • Subscribe to the CINNOX Essentials or the above plan
  • Sign up and get your WOZTELL account. Acquire Social channels such as WhatsApp Cloud, Facebook Page and Instagram.
    Log 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.

How can I know that an enquiry is from a WOZTELL channel?

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

Can I connect a WOZTELL platform to multiple CINNOX channels?

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

How does CINNOX integrate with email?

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.

What are the requirements to integrate my CINNOX service and email account?

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.

Can I bind more than one email address in my CINNOX service?

You can add all your email support addresses to your CINNOX service. You will need to 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.

Can I add all my email addresses in bulk to my CINNOX service?

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

Can I use my own email domain and server when replying to my customers emails?

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

For more information, please refer to our Pricing Plan.

Can I add my Gmail or Outlook email in CINNOX?

Yes, CINNOX supports

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

What happen to my email inbox when I bind it with CINNOX email?

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

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

Can I see enquiries from email in the CINNOX Reports?

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

  • Dashboard Analytics
  • Enquiry Overview
  • Enquiry Details

For more information, refer to our Use Guide.

Can I transfer an email enquiry to another agent?

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

Can I attach files with the email enquiries?

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

Does CINNOX support bind an alias email?

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.

Can I send an outbound email to my customers?

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.

How to send an email to a customer from my contact list?

You can send emails to your customers through CINNOX Dashboard and CINNOX App.

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

Can I send outbound emails to multiple customers at the same time?

No, you can't send emails to multiple customers in an email. You can choose a customer contact and send an email to the respective customer only.

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

How can I check the enquiry history of my customer?

You can check your enquiry history of the customer in the Contact Activity.

Go to External Contact Management > Contact > Activity

How can I add a label to an enquiry?

You can add a label to your enquiry by simply clicking on the enquiry and adding the label in your Enquiry Information Panel. For more information, refer to our User Guide.

Do I need to reload the page to see the updated labels?

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

Can I choose the same colour for different labels?

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

Can I use special characters to create a label?

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

What happens if I use uppercase while creating a label?

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

Can the staff or admin delete a label when another staff uses it?

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

Is there any limit to the number of characters for the Label?

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

Who can update or delete an existing label?

Admin and any staff who has the 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.

Will auto closed enquiries be counted into the reports' total closed enquiries?

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

Will the Auto Close General Settings changes affect all staff members' handled enquiries?

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.

What is the purpose of the "Execute" button in Auto Close Enquiry?

The Execute button allows staff to close the 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.

Is it possible to revoke the auto closed enquiries?

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

What is channel custom info?

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

Can I add custom information to a channel to display more details to the agents?

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.

Can I pin a conversation in the chat room?

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

Can I pin my favourite chat room?

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

How many historical enquiries can I view in an enquiry chat room?

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

Can I add other agents to an ongoing enquiry?

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

Please refer to our User Guide for more information.

Can I monitor and view an ongoing chat between a visitor and an agent?

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.

Please refer to our User Guide for more information.

What is an email signature?

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.

What is a BCC in email?

BCC stands for “blind carbon copy.” Just 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

Can I set recipients as BCC for new and reply emails to our customers?

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.

What are Canned Responses?

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 your chat replies. Your response times reduce, and no more repetitive typing of the same chat.

For more information, please refer to our User Guide.

What does the Short Key mean to the Canned Responses?

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.

Where do I use canned responses?

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.

Does CINNOX provide an auto-reply message function?

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.

Does CINNOX provide advanced message types like Button, Quick reply, Carousel and others?

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.

Can I add a chatbot as a destination in the auto-reply messages?

Yes, you can.

Add your chatbot as the destination for the welcome messages and transferring failed messages. Once the customers click on the predefined button, the chatbot flow will be triggered.

For more information, please refer to our User Guide.

Can my visitors and customers resume the enquiry conversation even when the staff or system has closed it?

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.

Can I hide an inactive chat room in my Workspace?

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.