Glossary

What is a Destination? What are the different Routing Rules? How is a Broadcast Enquiry different from a Direct Enquiry? How does Sticky Routing work?

This glossary defines the different concepts, features, and terminologies you may encounter when configuring or using the CINNOX Dashboard and App.

[email protected]# - 123 - A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W - X - Y - Z

TermsDescription

@allA CINNOX chat feature that lets Staff members get the attention of all the members of a CINNOX Space about a specific message.
@mentionA CINNOX chat feature that lets Staff members get the attention of a specific person within a CINNOX Space about a specific message. A Staff member simply needs to type @, followed by the name of the person they wish to notify.

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1:1 CallA direct call between a Staff member and a visitor or colleague.
1:1 ChatA direct chat conversation between a Staff member and a visitor or colleague.
2FASee: Two-Factor Authentication
360dialogIs one of the WhatsApp Business Solution Providers (BSP) of CINNOX for the WhatsApp Channel and the WhatsApp Campaign.
360dialog Client HubIs the portal for customers using 360dialog as the BSP with CINNOX to manage and track WhatsApp Business Account Information and WhatsApp Templates.

A

Activated Staff MemberA Staff member who has created an account, completed the verification processes, and successfully logged in to the CINNOX Dashboard or App.
Active Directory (AD)A directory service developed by Microsoft to manage computers and other devices in a network. In CINNOX, Staff administrators can link and bind their service to Active Directory through the OAuth Service. This provides Staff members with an option to log in to CINNOX using their Microsoft AD account.
Active Directory Federation Services (ADFS)Stands for Active Directory Federation Services. It is a software component developed by Microsoft that is used to provide Single Sign-On (SSO) access to systems and applications located across organisations. CINNOX requires the ADFS URL to configure and authenticate Staff member accounts so they can log in to CINNOX using their Microsoft Active Directory (AD) account.
Add Staff to EnquiryThe enquiry owner can add another staff to join the enquiry room and join the conversation to help resolve the visitor's query.
AdministratorA Staff member with an administrative role in CINNOX. They are responsible for configuring the service's feature settings and creating accounts for Staff members. An administrator role also includes the capabilities of an agent.
Advanced Call SystemThe CINNOX Advanced Call System boosts your enquiry handling with advanced routing rules and prompts for your callers to listen to while waiting to connect with the most suitable agent.
AgentA Staff member who is responsible for attending to enquiries from customers and visitors through the CINNOX Widget, Weblink and QR code, Virtual Numbers, and Omnichannel.
AllowlistA list of URLs, IP addresses, phone numbers, email addresses, staff names and others to be allowed in CINNOX.
Alphanumeric Sender IDA customised SMS sender ID made from a combination of alphanumeric characters (A-Z, a-z, and 0-9) and commonly used for sending one-way text messages. In CINNOX, Staff members can use Alphanumeric Sender IDs in broadcast SMS campaigns.
Alternative RoutingRouting based on the order of Destinations listed, such that the first on the list will be the priority Destination, the second one will be next in line if no one answers the priority Destination, and so on.
Answer Seizure Ratio (ASR)ASR is the percentage of the number of successfully connected calls to the number of attempted calls (it is also called the call completion rate):

ASR % = (total number of answered calls / total number of calls) × 100
Archive KeyIn Data Retention, a set of the key or password used to open the created backup file.
Audio PromptsAre audio files, such as Greeting, Waiting, Voicemail, and End prompts played at various points within the call process when the Advanced Call System is enabled
Audio TranscriptionRefers to transcribing call recordings and audio messages (voice notes and voicemails) content into the text files.
Audit LogThe Audit Log is a chronological record of all the Staff members' activities to Contacts, Destinations, Channels, Campaigns, Widget settings, Recordings, Storage, Organisational Structure, and other functions of your CINNOX service. Actions performed by staff members include create, update, download, and delete operations.
Authentication AppA mobile app that generates 2FA codes. CINNOX Staff members can use Google Authenticator or Microsoft Authenticator to get their verification code when signing in to the service.
Auto-away messageIs an automatic chat message to visitors and customers when there is no available staff to pick up an open enquiry.
Automatic Enquiry DistributionPart of CINNOX Smart Routing & Rules automatically receives enquiries and distributes them to your Service Group accordingly. Refer to Simultaneous and Fixed Order Distribution.
Auto Close EnquiryAuto close enquiry automatically closes the handled enquiries that are inactive for a particular period of time.
Auto-close enquiry messageIs an automatic chat or email message to visitors and customers when their enquiry has been closed by staff or the system.
Auto-idle messageIs an automatic chat message to visitors and customers when they are not responding to your last message after the set time.
Auto-reply messagesThe Welcome, Idle, Transfer Failed, and Close Enquiry messages are the auto-reply messages that can be used for the (Directory and Web Link channels).
The Welcome, Away, and Close Enquiry messages are the auto-reply messages that can be used for Social and Third-Party channels.

The Welcome and Close Enquiry emails are the auto-reply messages that can be used for Email Channel.
Auto Send NotificationAuto Send Notifications are notifications sent automatically to the customer enquiries which has been inactive for a particular period of time.
Auto-transfer failed messageIs an automatic chat message to visitors and customers when transferring their enquiries to another staff member fails.
Auto-welcome messageIs an automatic chat or email greeting to visitors and customers when they send you their first message.
Availability StatusAn indicator of a staff member's readiness to handle incoming enquiries. A staff member's availability status may be set to Active, Busy, Idle, or Offline.
Average Call DurationThe average length of an answered call made over the number of answered calls in minutes.

= duration of all answered calls / total number of answered calls
Average Closed DurationThe average closed duration of all closed enquiries with the selected date range.
Average Followed-up DurationThe average follow-up duration of all enquiries changed from missed to follow up with the selected date range.
Average Response DurationThe average response duration of all resolved enquiries with the selected date range.

B

Backup CodesSix-digit 2FA codes can be used to log in to CINNOX, in case the user's mobile device and authentication app are not available.
Backup LogA log is created when the Data Retention feature in CINNOX is enabled. After CINNOX backs up the data to the SFTP server according to the set schedule, it provides the following information in the Backup Log: date and time the backup was created, backup file name, the total data size of the backup, the total number of backup files, and retention status.
Biometric AuthenticationAn authentication method that uses fingerprint or facial recognition. Staff members can enable this feature in the CINNOX App to prevent unauthorised access to their or their customers' data.
Blind TransferA blind call transfer is when transferring the call directly to another staff agent without a conversation. Your call will end as soon as you do the blind transfer.
BlocklistA list of files, URLs, email addresses, or other computing element or material to be blocked. In CINNOX, blocklists generally apply to URLs, IP addresses, and phone numbers.
Broadcast Call EnquiryA call enquiry that is coming from a Tag, a Web link or QR code, or a Virtual Number and alerts all Staff members, PSTN number, or SIP trunk associated with it as Destination types and endpoints. It appears with a green outline icon in the Enquiry Panel and Enquiry Centre.
Broadcast Chat EnquiryA chat enquiry that is coming from a Tag, a Web link or QR code, or Omnichannel and alerts all Staff members associated with it as Destination endpoints. It appears with a blue outline icon or as the icon of the linked omnichannel in the Enquiry Centre.
Button Text TypeIs an advanced message type in CINNOX. Buttons appear in a vertical stack under a text card, and each button has different actions when clicked or tapped. Buttons remain available in the message thread.

C

Call EngagementA CINNOX feature that creates an engagement binding a visitor to a Staff member who called them using a virtual number. The next time the visitor calls using the same number, CINNOX will directly route them to the same Staff member who called them the first time.
Call ForwardingA feature in CINNOX that lets Staff members redirect incoming calls to another Destination endpoint they have specified.
Call RecordingA feature in CINNOX that lets Staff members record calls.
Call ReportA report that monitors the number of inbound and outbound calls made in the CINNOX service. This report provides Call Success and Call Duration analytics, as well as details that can be filtered by date, call type, Staff name, and status.
Call TaskAn individual project or campaign call task in Smart Calling.
Call TransferA call feature allows you to transfer an ongoing call to another staff agent, Tag, Virtual number or PSTN phone number available in your account.

You can either use warm or blind call transfer depending on your customer and staff agent's best preferences.
Called PartyThe user or device that answers a telephone call. A called party may be more than one person or device, e.g., during a conference call.
Caller IDA phone number that is selected by a Staff member to be displayed as their number when they dial out and call a third party line. Also known as calling line identity (CLI).
Caller ID AllowlistA list of Staff members who can use a virtual number or a service number as their Caller ID when making outbound calls.
Campaign ApproverA campaign Approver is a staff with an Administrator, Manager, Leader or a custom role assigned to review and approve before sending the campaign. Also, they can disapprove, add a note or delete the campaign if necessary.
Campaign TemplateA ready-made message content that Staff members can use or insert in their broadcast SMS campaigns. CINNOX lets Staff members create or import Campaign Templates so they don't have to compose messages from scratch every time they launch a campaign.
Canned ResponsesAre predefined answers or replies to frequently asked questions. Staff add and restore responses to the Canned Responses and pull them out as their reply to their visitors, customers and colleagues' chats and email.
ChannelThe different entry points for visitors and customers to reach a Staff member and raise their enquiries. A Channel may refer to the Tag or Staff Directory, a Web link or QR code, a Virtual Number, or an Omnichannel.
Channel Custom InfoIt is a space where the user can add basic information about the channel like company name, links, descriptions, etc.
Channel ManagerThe section in the CINNOX Dashboard lets administrators create, view, edit, activate, suspend, or delete channels.
ChatbotCINNOX provides integration to your chatbot as your destination that supports your customer service and sales results.

Add your chatbot on CINNOX and use it as your destination to handle visitor chat enquiries to your Tag, Omnichannel, Web Link, and QR Code.
Chat EnquiryEnquiries received through social channels, namely Messenger, WhatsApp and LINE or direct message.
Chat ReportA report that monitors the number of sent and received chat messages and the number of shared images, videos, audio, and other files in the CINNOX service.
Chat TransferA chat feature that allows you to transfer an ongoing chat to another staff agent or Tag.
ChatroomThe panel in the CINNOX Workspace where Staff members can send and receive instant messages, share files such as images, videos, documents, voice messages, or SMS texts to their visitors or colleagues.
CINNOX AppA mobile application that lets Staff members with administrator and agent roles access their CINNOX service, use its comprehensive call and messaging features, and attend to visitor enquiries.
CINNOX BotA chatbot in the CINNOX Dashboard and App that notifies Staff members about changes or updates in features or configurations made in the service.
CINNOX CallA Visitor-to-Staff or Staff-to-Staff incoming or outgoing call from the CINNOX Widget, a Web link or QR code, or the CINNOX Dashboard or App.
CINNOX DashboardA web interface with comprehensive call and messaging features that lets Staff members communicate with their customers and colleagues. Its administrators have access to manage Staff account roles and configure the entry points to provide customer service.
CINNOX MailThe default mail server of CINNOX. You can reply to your customers using your CINNOX preferred email address, e.g. [email protected]
Claire.AIIs one of the WhatsApp Business Solution Providers (BSP) of CINNOX for the WhatsApp Channel.
Click-to-callA CINNOX widget feature that automatically calls a specific Tag or Staff whenever a customer or visitor clicks on a web object, i.e., a button, a text, an image or an icon.
Click-to-chatA CINNOX widget that automatically launches a chatroom for a specific Tag or Staff whenever a customer or visitor clicks on a web object, i.e., a button, a text, an image or an icon.
Close Active EnquiriesIt is an action to close the enquiries which have been inactive for more than 7 days.
Closed EnquiryThe visitor or the agent resolved an enquiry by closing the enquiry room and confirming to end the conversation.
CMS/e-Commerce Site IntegrationThe capability of the CINNOX Widget to be installed on websites created using a content management system (CMS) or an e-commerce site builder.
Company InformationA section in the CINNOX Dashboard that displays the details a company provided.
Conditional TriggerA metadata tag that lets administrators configure where a Tag should be triggered and displayed on their website.
Conference CallA feature in CINNOX that helps facilitate collaborative discussions between Staff members and their visitors or customers.
Conference ReportA report that monitors all conference calls made in the CINNOX service.
Contact OwnerThe Staff member that created and saved an External Contact into the Contacts List.
Contact SharingThe process of sharing an External Contact's details with other Staff members.
Contact TypeAn External Contact categorisation that lets CINNOX Staff classify External Contacts into any one of the following: Lead, Prospect, Customer, or Others.
ContactsA Staff member's list of internal and external contacts. CINNOX stores several details about a Contact, such as their name, phone numbers, and email addresses.
Copy MessageA CINNOX chat feature that lets Staff members copy a posted message in the chat room.
Custom RoleA unique CINNOX user role created by a Staff administrator. Custom roles can have permissions that differ from the default user roles.

D

Data Access LevelA set of permissions or restrictions is provided to a data type. In CINNOX, a data access level is associated with a Staff member's role. The following are the default data access levels: Full, Department, Team, Restricted.
Data EncryptionThe process of converting data into another form, such that only those who have access to a decryption key will be able to read the contents of the said data.
Data RetentionThe process of storing data or records, such as customer data, for a period of time depending on the business need or as set by industry standards and regulations. In CINNOX, its Data Retention feature lets Staff administrators regularly create a backup of data stored within the service and move them outside of the service (e.g., to their locally-hosted servers).
Device ContactsYour mobile device's contact list can be synced to your CINNOX account using the CINNOX app.
Deleted Staff MemberA Staff member whose access to CINNOX was permanently revoked by the administrator. A deleted Staff member is no longer counted among the service available Staff licence.
DestinationAccording to the Destination rules, type, and endpoint, an individual or group answers enquiries from the CINNOX Widget, Weblink or QR code, Virtual Numbers, or Omnichannel.
Destination EndpointThe specific phone number, phone system, or agent where an enquiry can be routed to. Depending on its type, a Destination can have up to 10 endpoints where an incoming enquiry may be broadcasted.
Destination RulesA set of conditions that determine the type and endpoint of a Destination.
Destination TypeThe method with which a Staff member can pick up an enquiry. CINNOX provides the following options: PSTN phone, SIP trunk, or Staff List.
Dial Pad CallAn outgoing call from a Staff member to a landline or mobile phone number using the CINNOX Dashboard or App.
Direct Call EnquiryA call enquiry directed to a specific Staff member. It appears with a solid green icon in the Enquiry Centre.
Direct Chat EnquiryA chat enquiry was directed to a specific Staff member. It appears with a solid blue icon in the Enquiry Centre.
DirectoryA list of available contact points that a visitor can open or view using the CINNOX Widget. It may refer to the Tag Directory, which lists different Tags, or the Staff Directory, which lists the names of Staff contacts.
Domain NameThe domain name of CINNOX can be cinnox.com or cinnox.cn
Draft CampaignsIs a section in the Campaign that lists the details like Campaign Name, Channel, Staff Sender, etc., of the drafted, failed and disapproved campaigns.
Dual-Tone Multi-Frequency (DTMF)Are touch-tone telephone keypads used to gather the IVR Menu responses.
Duplicate submitted campaignMake a copy of an existing campaign. The duplicate campaign containing all the details copied from the original will be created.
Dynamic Weblink DomainCINNOX provides Tag and Staff web links with .com and .cn domain, which is best for visitors and customers inside and outside Mainland China.

E

Edit MessageA CINNOX chat feature that lets Staff members edit a message they have previously posted within five minutes.
Email BccBcc stands for blind carbon copy, whose email address does not appear at the recipient header and who would receive a copy of the email.
Email CcCc stands for carbon copy, whose email address appears at the cc header and who would receive a copy of the email.
Email ChannelAn email bound to a CINNOX service via email forwarding. A CINNOX Staff member can handle customer emails directly from their Workspace as omnichannel enquiries.
Email EngagementA CINNOX feature that the staff can initiate the email conversation with their contacts using the email address of the email channel as the sender address and open an email enquiry for them.
Email EnquiryEnquiries which are received through emails.
Email SignatureIs a personalised block of information from the email sender automatically appended at the bottom of an email message.
Emma GlobalIs one of the WhatsApp Business Solution Providers (BSP) of CINNOX for the WhatsApp Channel.
EmojiA small image or icon is commonly used in text or chat messages to express emotions or ideas.
End PromptEnd greeting to be played before the end of the call.
Engagement ActivityA list of all outbound calls, SMS and emails made and sent by staff to an External Contact. You can find the list in the contact's profile details.
Engagement BindingThe relationship is created between a visitor and a Staff member when Engagement mode is enabled.
Engagement Binding ListA list of contacts and the respective staff members with whom they have an engagement binding.
Enquiry CentreA section in the CINNOX Dashboard that lists a Staff member's open and missed enquiries. It also lets the Staff member display or hides their Workspace's Enquiry Panel.
Enquiry HistoryA list of all ongoing and closed enquiries made by a visitor or External Contact. This can be found in the visitor's profile details.
Enquiry LabelIs self-defined labelling by enterprise users who would like to categorise an enquiry and use the labels as filters in the enquiry overview, reports and other pages.
Enquiry OverviewAn interface in CINNOX lets administrators get a quick snapshot of their open, handling, and missed enquiries.
Enquiry OwnerRefers to the agent who picks up an open enquiry. The Owner can add and remove another staff to the chatroom, start the group call or transfer the enquiry to another staff or team.
Enquiry PanelA panel in the CINNOX Workspace displays an agent's open enquiries.
Enquiry ReportA report that monitors visitor enquiries. Its Overview section shows the enquiries' corresponding statuses, while its Detail Report section provides details of closed enquiries.
Enquiry TransferIs the method of handing over an ongoing chat or call enquiry to another agent or group of agents.
Extension NumberA unique, three- to the six-digit internal number allocated to each Staff member so they can easily contact one another.
External ContactsThe people outside a Staff member's organisation, such as leads, prospects, and customers.
External Contact Custom fieldA 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).
Error PromptIf the visitor presses the wrong key or when the visitor does not press any key until timeout, the error prompt will be played.

F

Facebook ChannelA Facebook Page linked to a CINNOX service. A CINNOX Staff member can handle messages coming from the Page's Facebook Messenger directly from their Workspace as omnichannel enquiries.
Feedback FormA form in the CINNOX Dashboard and App that lets Staff members report issues or share their experiences when using CINNOX.
File SharingA CINNOX chat feature that lets Staff members and visitors send or share images, videos, documents, or voice messages with one another.
First-time VisitorAn end-user who visits a CINNOX user's website and uses CINNOX (i.e., sends an Enquiry) for the first time.
Fixed Order DistributionAll available agents in the service group are alerted to an incoming enquiry one by one following the set order. The first agent that picks up the enquiry will handle the visitor's query.
Followed-up EnquiryA missed enquiry that a Staff member revisits by returning a call or responding to a message.
Forward MessageA CINNOX chat feature that lets Staff members forward messages and media files to another chat room.

G

General Message TypeIs an advanced message type in CINNOX. A general message is plain text with a description and an attachment but without buttons.
Greeting PromptA welcome message prompt to the callers (e.g. "Hello and thank you for calling ABC Company, where customer service is our priority.”)

H

Handling EnquiryAn enquiry that is classified as Ongoing or Followed-up.
Help CentreA web portal that contains comprehensive guides, release notes, technical documents and resources, and frequently asked questions (FAQs) to help Staff members get started with CINNOX.
Hide Chat RoomIs to hide an inactive chat room to have a neat and organised Workspace Recent List. The chat room and its conversation will be hidden but searchable. You can unhide a chat room anytime.
Home DashboardA visual representation of the key performance of your service and staff members. It provides graphs and statistics to give an at-a-glance idea of your staff performance.

I

Image PreviewA CINNOX chat feature lets Staff members see the link with an image, title, description, and more to provide contextual information.
Installation CodeA small piece of code that is ready to be copied from the CINNOX Dashboard and pasted into a website's HTML code. Once the code is installed, the CINNOX widget will appear at the bottom right corner of the site.
Instant MeetingA feature in CINNOX that lets Staff members immediately create a conference call without having to create a Space first.
Internal ContactsThe people within a Staff member's organisation.
InvoiceA PDF file that contains subscription details and usage charges with the sum's statement due issued every month.
IVRInteractive Voice Response (IVR) is a voice system which interacts with the visitor through pre-recorded audio, collects information from the visitor's keypress and routes them to the right agent.
IVR MenuAre used to present callers with a series of options to route them to the correct agent or department before the caller is connected with a live person

J

Join EnquiryWhen monitoring the enquiry conversation between the agent and visitor, the admin can join the conversation to help the agent resolve the visitor's query.

K

Keypress PromptAn instruction prompt for the customer to follow (e.g. "To speak with our Sales Representative, press 1. To reach our Billing Department, press 2. If you would like to speak with our Technical Support, press 3…”)

L

LabelsAre words or combinations the staff can use to add more context and categorise an enquiry or a contact.
Link PreviewA CINNOX chat feature lets Staff members view the link with an image, title, description, and more to provide contextual information.
Local NumberA telephone service that lets visitors directly contact a business by dialling a specific, local phone number. Also known as direct inward dialling (DID) number.

M

MarketplaceThe Marketplace is the station for plan upgrade of your CINNOX current subscription. You will find Staff Licence, Facebook, WhatsApp and WeChat Omnichannel and Virtual Number add ons ready to integrate and bind to expand your service's features and capabilities.
Manage DeviceA section in My Account that lets Staff members view and manage all the devices and browsers their CINNOX service are currently logged in to.
ManagerA default role in CINNOX grants a staff member access to all data in the department they belong to and its teams.
Merge ContactsA method of joining records of contact with another, merging contacts usually performed for duplicate contacts with the same profile.
Merged Rooms ViewRefers to the merged contacts enquiries combined and viewed in just one chatroom.
Monitor EnquiryThe admin can open the enquiry chat room and view the ongoing conversation between the agent and visitor. The admin then can join or take over the conversation to help resolve the visitor's query.
MuteA feature that lets callers turn their microphone off so other listeners won't hear them.
My AccountA section in the CINNOX Dashboard or App that lets Staff members view and manage their personal information and device or app settings.
My PlanA section in the CINNOX Dashboard that lets administrators monitor their usage of the features available in their Service Plan.
My SitesA section in the CINNOX Dashboard where administrators can register and whitelist website domains where the CINNOX Widget can be installed and used.
Menu Routing NumbersThese are virtual dummy numbers used for routing rules and destinations of your menus.

N

NotificationA message that is displayed to get a user's attention. CINNOX typically sends Staff members notifications whenever a visitor or another Staff member calls them or sends them a chat message.
NumberMay refer to a Virtual Number, a Service Number or Personal Number associated with your service.
Number Display NameThe display name a Staff can assign to a virtual number or service number.
Number & IP AllowlistThe list of visitor phone numbers and IP addresses that are allowed to contact a company using CINNOX. Enquiries that do not use these numbers or addresses will be automatically closed.
Number & IP BlocklistThe list of visitor phone numbers and IP addresses that are not allowed to contact a company using CINNOX. Enquiries that use these numbers or addresses will be automatically closed
Number PortingTransfer your existing number to another carrier partner of CINNOX to use the service on your CINNOX account.

O

Offline Support FormA Visitor Form that CINNOX displays whenever Staff members could not pick up a visitor enquiry from the Widget, Web link, or QR Code in time.
OmnichannelA cross-channel service strategy that lets organisations use social media channels and messaging apps as customer touchpoints. In CINNOX, Omnichannel is a feature that lets administrators link third-party channels, such as social media pages, into the service so that staff members can attend to enquiries from those pages directly from their CINNOX Dashboard or App.
Ongoing EnquiryAn enquiry that a Staff member is currently attending to.
Open EnquiryAn enquiry that is in the queue, waiting to be picked up by a Staff member.
Own Mail ServerUse your email domain to reply to customers, e.g. [email protected], preserving your company branding.

P

PasscodeAn authentication method that uses a string of numeric characters. Staff members can enable and create a six-digit passcode in the CINNOX App to prevent unauthorised access to their or their customers' data.
PayloadIs used when your channel is configured with a chatbot, and you want to trigger different chatbot flows or actions based on the buttons your visitors have clicked. You can trigger your chatbot by entering a specific text as the button name. The Payload value will be sent to the chatbot when the Payload field is not empty. Otherwise, the button name will be sent to the chatbot.
Percentage RoutingA type of routing rule that distributes incoming enquiries at percentage value.
PermissionsThe access rights of a user to computing features and/or data. In CINNOX the available permissions for Staff members are: Enabled, View, Edit, Download, Delete, and Approve. Permissions are tied to Roles.
Personal Canned ResponseAll staff can add, view, update and delete their responses. It's for individual staff use only.
Personal NumberA verified personal number that Staff members can use as Caller ID when making outbound calls to their visitors, customers, and fellow Staff members.
Personal QR CodeA QR code associated with or owned by a specific Staff member. Scanning this QR code lets visitors send the Staff member a direct enquiry.
Personal Web LinkA Web link that owned by a specific Staff member. Clicking on this Web link lets visitors send the Staff member a direct enquiry.
Pin Chat RoomIt is pinning chat rooms and placing them on top of the Recent Chats.
Pin MessageIt is pinning messages and placing them on the Pinned Message List and being able to go to the original message in the chat thread.
Plan MonitoringA section in the CINNOX dashboard provides details and usage of the company's service subscription plan, including the breakdown of features provisioned and options to upgrade if needed.
Public Canned ResponsesAdmin and non-admin staff, with permission, can add, view, update and delete responses and share, among others.
Pre-chat FormA Visitor Form that CINNOX displays to first-time visitors when they click on the Widget, or when they open a Web link or scan a QR code.
PromptIVR uses voice prompts to provide callers with instructions and directions for accessing information during the call.
PSTN NumberA Destination endpoint in CINNOX that uses a telephone number associated with a phone line.

Q

QR CodeA QR Code associated with Staff Account or channel. Scanning this QR code lets visitors send the Staff member or a channel an enquiry
Quick linkA text shortcut to channel and direct web links and service phone numbers. It helps to insert the web link or phone number quickly in the chatroom or campaign without a need to memorise them.
Quick ReplyIs an advanced message type in CINNOX. 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.

R

Rate TableA section in the CINNOX Dashboard where administrators can check the call rates per minute for landline, mobile, and CINNOX calls, and SMS rates per message for the supported locations.
Recall MessageA CINNOX chat feature that lets Staff members recall a message they have previously posted within five minutes.
Red Dot BadgeAn indicator that there are unread messages in a CINNOX chatroom. The badge will disappear after all messages have been read.
Red Number BadgeAn indicator that there are unread chatrooms in CINNOX. When a Staff member goes into a chatroom and reads the unread messages in it, the badge will deduct the room from the unread room count. It will disappear after all chatrooms have been visited.
Reply MessageA CINNOX chat feature that lets Staff members reply to a specific message. Also known as quote-reply.
Retention StatusAn indicator of where the data in CINNOX are in the backup and retention process.
Return VisitorAn end-user who has previously sent enquiries using CINNOX or has had previous interactions with a CINNOX Staff member.
Revoke submitted campaignStops the submitted campaign to be sent out. The revoked campaign will then moved to the Draft Campaign list.
RoleA designation that is given to a Staff member that has a corresponding access level to CINNOX data. CINNOX has four default roles: Administrator, Manager, Team Leader, and Agent. Staff administrators can also create custom roles.
Routing RulesA set of conditions that distribute incoming customer enquiries to preferred destinations. In CINNOX, routing rules can be based on volume percentage (Percentage Routing) or time of day (Time Routing). Routing rules are available for Directory, Virtual Numbers, and Omnichannel.

S

Staff LicenceA licence model based on the number of individual staff can create CINNOX account to access the Dashboard and App.
Second Layer Routing
(Time and Percentage Routing)
Adding Time and Percentage Routing as the second layer in the Routing Rules Settings. Giving more flexibility to combine the % volume and time for the distribution of incoming enquiries
Sender ID AllowlistA list of Staff members who can use a service number as their SMS sender ID when sending SMS texts.
Sent CampaignsIs a section in the Campaign that provides details of campaigns sent, like the Staff sender, sender ID, total recipients, dates and times sent, and whether the campaigns were successfully delivered.
Service NumberA verified enterprise number that Staff members can use as a Caller ID when making outbound calls to their customers.
SFTPSSH File Transfer Protocol is a network protocol that allows the access, transfer, and management of files over a secure data stream. Also known as Secure File Transfer Protocol.
SFTP AddressThe SFTP server's IP address where the archived data is back up.
SFTP Public KeyThe SFTP server's authentication key so that it can automatically upload the archived data that will be backed up.
SFTP UserThe user name that will be used to log in to the SFTP server where the archived data will be backed up.
Share ScreenA video and conference call feature that lets participants share the contents of their screen.
Shared ContactAn External Contact whose details have been shared by the Contact Owner to other Staff members.
Short Keyis 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.
Simultaneous DistributionAll available agents in the service group are alerted to an incoming enquiry. The first agent that picks up the enquiry will handle the visitor's query.
SIP TrunkA Destination endpoint in CINNOX that uses Session Initiation Protocol (SIP) trunking, which is a method of receiving calls through an IP-enabled private branch exchange (PBX).
Smart CallingCINNOX's auto-dialler feature lets users upload a list of phone numbers and automatically dial them in sequence.
Smart GreetingA Widget feature that automatically displays a welcome message above the minimised CINNOX Widget, letting visitors know that they can use it to connect and interact with support Staff members through call or chat.
SMSShort Message Service. It is the telecommunication service component CINNOX uses for 1:1 text messaging and broadcast campaigns.
SMS CampaignCINNOX's broadcast messaging feature lets you send messages to target audiences anywhere in the world via SMS.
SMS RecipientThe user or device that receives a message sent via SMS.
SMS ReportA report that monitors the number of SMS texts sent from the service. The report also provides details on the SMS texts' status (i.e., undelivered, submitted, rejected) and the location sent them
SMS Sender IDThe phone number displayed as the sender of an SMS text to the SMS recipient.
SMS TemplateA ready-made message SMS content that staff can use or insert in their campaigns. CINNOX lets you create or import Templates, so you don't have to compose messages from scratch every time you launch a campaign.
Social MediaWebsites, applications, and other digital platforms that let users build communities and networks where they can create and share information. In CINNOX, a Staff member can link social media accounts or pages to the service through the Omnichannel feature.
SourceA third-party account of Social Media and Messaging Apps linked to an Omnichannel such as Facebook Page, LINE Official Account, WeChat Official Account and WhatsApp Business API.
SpaceCINNOX's internal group chat feature. Staff members can create a Public Space or a Private Space, where they can regularly exchange messages and share files.
Speech-to-Text (STT)A type of assistive technology that helps convert speech into text. CINNOX uses STT powered by Google.
Staff IP Login AllowlistA CINNOX security feature that uses a Trusted IP Address List to limit the locations Staff members can log in to the CINNOX service.
Staff ListA list of CINNOX Staff members that can be endpoints for a Destination to attend to visitor and customer enquiries.
Staff MemberAn individual is appointed and authorised by the CINNOX service administrator to access and use the CINNOX Dashboard and App.
Staff Number AllowlistA CINNOX security feature that limits the phone numbers Staff members can use as their Caller IDs or SMS sender IDs.
Staff ReportA report that provides detailed information about the times of day that Staff members were active, busy, idle and offline.
Sticky BindingThe relationship created between a visitor and a Staff member when Sticky Routing is enabled.
Sticky Binding ListA list of visitors and the respective Staff members whom they have a sticky binding with.
Sticky RoutingRouting that is based on the sticky binding established between a visitor and a specific agent, such that the next enquiry from the said visitor will be directly routed to the same agent.
StorageThe provisioned media file storage space for a CINNOX service. Images, videos, documents, voice messages, call recordings, and other files are kept in Storage, the limit of which depends on the Service Plan.
SubdomainA subdomain is a unique identification to access your CINNOX service.

i.e., example.cinnox.com
Submitted CampaignsIs a section in the Campaign that provides details like Campaign Name, Channel, Staff Sender, etc., of campaigns submitted for approval, scheduled and implemented in progress.
Support LanguageA Destination's supported languages. When specific languages are set to a Destination, only enquiries coming from these particular languages will be routed to the Destination Endpoint.
Support LocationA Destination's supported countries or territories, which be further drilled down to states and cities. When specific locations are set to a Destination, only enquiries coming from these particular locations will be routed to the Destination Endpoint.
Suspended Staff MemberA Staff member whose access to CINNOX was temporarily revoked by the administrator. A suspended Staff member is still counted among the service's available staff licence.

T

TagA display label is listed in the CINNOX Widget's Directory. Tags are usually associated with business divisions or teams in a company, and they help website visitors identify which one they will have to contact.
Tag QR CodeA QR code associated with a Tag. When a visitor scans this QR code, CINNOX alerts, and rings all Destination endpoints such as Staff List, PSTN Phone, and SIP Trunk numbers associated with the Tag of the incoming enquiry.
Tag Web LinkA Web link associated with a Tag.
When a visitor clicks on this Web link, CINNOX alerts and rings all Destination endpoints such as Staff List, PSTN Phone, and SIP Trunk number associated with the Tag of the incoming enquiry.
Take Over EnquiryWhen monitoring the enquiry conversation between the agent and visitor, the admin can take over the enquiry and continue the conversation with the visitor to resolve the visitor's query.
TeamA feature in CINNOX that lets Staff administrators group Staff members to different divisions or teams that may represent a company's actual organisational structure.
Team LeaderA default role in CINNOX that grants a Staff member access to all data in the team they belong to.
Text-to-Speech (TTS)A type of assistive technology that helps read texts aloud and convert them into audio. CINNOX uses TTS powered by Google.
Third-Party AuthenticationThe process of one entity (e.g., a user or a service) handing over authentication credentials to another. In CINNOX, Third-Party Authentication is a feature that lets Staff administrators link their service to Microsoft Active Directory (AD). This provides Staff members with an option to log in to CINNOX using their Microsoft AD account.
Third-Party ChannelAny messaging app to connect to CINNOX via Webhook API allows your staff members to reply to messages through their CINNOX account.
Timeout PromptIf the visitor misses the time to press any key.
Time RoutingA type of routing rule that distributes incoming enquiries using time allocation.
Toll-free NumberA number that lets visitors and customers (calling party) dial from a calling device free of charge. It is usually used by businesses that do not have a local presence where the calling party is located. Also known as freephone number.
Transcript FileThe output of the transcribed call recordings, voice notes and voicemails.
Trusted IP Address ListThe list of IP addresses Staff members need to connect to before they can log in to the CINNOX service.
Two-factor AuthenticationAn authentication process wherein users go through two layers of verification before being granted access to an account or a system. In CINNOX, if this feature is enabled, a Staff member must enter their password and a six-digit code generated by an authentication app before they can log in to the service.

U

UnmuteA feature that lets callers turn their microphone on so other listeners can hear them.
Unread PanelA feature in the CINNOX App that lets Staff members open enquiries or switch between chatrooms with unread messages without going back to the Utility tab.

V

Video callA CINNOX feature that lets Staff members engage in video calls with visitors or fellow Staff members.
Virtual NumberA telephone number without a directly associated telephone line. CINNOX can provision toll-free or local virtual numbers for businesses so that their customers can contact them at lower costs.
VisitorAn end-user that visits a CINNOX user's website and makes an enquiry.
Visitor FormsForms that gather preliminary information from visitors even before they interact with the Staff members. CINNOX has two types of Visitor Forms: the Pre-Chat Form and the Offline Support Form.
Visitor JourneyA list of all activities and pages a visitor or External Contact made and visited in a website linked to the CINNOX service is found in the visitor's Profile details.
Visitor Number and IP Blocklist/AllowlistA CINNOX security feature that limits the visitors contacting a company by checking and filtering the phone numbers or IP addresses they use.
Visitor ReportA report that monitors the total number of new and active visitors, as well as their geographic locations.
Voice callA CINNOX feature that lets Staff members engage in audio calls with visitors or colleagues.
VoicemailA feature in CINNOX that lets visitors leave a voice message in cases when Staff members are unavailable to attend to their call enquiry.
Voicemail PromptAn audio prompt informing visitors to leave a message after the beep. Suitable when no one is available to receive the calls. It provides a 24-hour answering capability that agents can immediately follow up with the left messages.
Voice NoteAn audio clip or recording that staff members and visitors can make and send inside a CINNOX chatroom.

W

Warm TransferA warm call transfer is when you speak with another staff agent, to provide the customer's enquiry or call background before confirming the transfer of the customer's call.
Waiting PromptMusic plays when the visitors wait for an agent to accept the enquiry call
Web linkA web link associated with the Staff Account or channel. Clicking on this web link lets visitors send the Staff member or a channel an enquiry
WeChat ChannelA WeChat Official Account linked to a CINNOX service. A CINNOX Staff member can handle messages coming from WeChat directly from their Workspace as omnichannel enquiries.
WhatsApp Business API (WABA)Is a programmable API allowing businesses to broadcast & receive unlimited messages to global audiences and deliver better customer experiences on WhatsApp.
WhatsApp Business Solution Provider (BSP)BSPs are global third-party solution providers with expertise on the WhatsApp Business Platform. They help you to communicate with your customers for the approved use cases of customer support and time-sensitive, personalised notifications.

CINNOX has partnered with the following BSPs:

- 360dialog
- Emma Global
- Claire.AI
WhatsApp CampaignCINNOX's broadcast messaging feature lets you send messages to target audiences worldwide via Whatsapp.
WhatsApp ChannelA WhatsApp Business API linked to a CINNOX service. A CINNOX Staff member can handle messages coming from WhatsApp directly from their Workspace as omnichannel enquiries.
WhatsApp TemplateA ready-made message WhatsApp content that staff can use or insert in their campaigns. CINNOX lets you sync templates from your WhatsApp Messages Template from your 360dialog hub or Meta Business Manager Account.
Widget (Web Widget)A widget that is embedded in a web page. The CINNOX web Widget is located at the bottom-right corner of a page.
Widget AppearanceThe overall look and feel of the CINNOX Widget when installed on a website. CINNOX lets administrators change and customise the widget appearance to match their company's branding and corporate identity standards.
Widget LangaugeThe display language of the CINNOX Widget. CINNOX administrators can customise the Widget to display a different language when it detects that the user is using a browser with a different language setting.
WorkspaceThe core interface in the CINNOX Dashboard and App, where a Staff member can perform their customer service and engagement tasks and internal communication.

Z

ZapierIs a tool that helps you automate repetitive tasks between two or more apps without code required. You can connect CINNOX and Zapier and create workflows for repetitive tasks.
ZapsA Zap is a term in Zapier, an automated workflow that connects apps and services. One Zap includes a trigger and one or more actions.
Zoom in and Zoom outA CINNOX chat feature that lets Staff members make the image appear much larger and nearer or much smaller and farther away.