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, then 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 to add 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 of adding a Widget to your website. Go to Channels > Directory, copy the Web link or QR Code from a Tag, and share it to 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 you can add variables such as web links, first and last names, or other customisations to personalise further the message for each recipient.

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.

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 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 customer 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 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 customer 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 customer is using the WhatsApp account.

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 customer is using the LINE account.

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. Additionally, chatbots will be coming soon to CINNOX, which can engage with your audience for you to answer simple QnA.

Facebook Messenger, WhatsApp, WeChat and LINE : You can set up a customisable welcome message on CINNOX to greet customers making an enquiry.

Updated about a month ago


Smart Messaging


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