Glossary

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

This glossary defines different concepts, features, and terminologies you may encounter when configuring or using the CINNOX - Web Dashboard, Mobile App, Data Retention Portal, Web Widget and Live Chat and Call.

!@# - 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

Terms	Description
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@all	A CINNOX chat feature lets Staff members get the attention of all the members of a CINNOX Space about a specific message.
@mention	A CINNOX chat feature lets Staff members get the attention of a specific person within a CINNOX Space about a particular message. A Staff member must type @, followed by the name of the person they wish to notify.
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1:1 Call	A direct call between a Staff member and a visitor or colleague.
1:1 Chat	A direct chat conversation between a Staff member and a visitor or colleague.
2FA	See: Two-Factor Authentication
360dialog	It is one of the WhatsApp Business Solution Providers (BSP) of CINNOX for the WhatsApp Channel and the WhatsApp Campaign.
360dialog Client Hub	It is the portal for 360dialog customers to manage and track their WhatsApp Business Account Information, WhatsApp Templates, and other information.
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Activated Staff Member	A 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 allows staff members 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 to provide Single Sign-On (SSO) access to systems and applications 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 Enquiry	The enquiry owner can add another staff to join the enquiry room and join the conversation to help resolve the visitor's query.
Administrator	A 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 System	The 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.
Advanced Messages	Are messages incorporate customisable elements such as formats (e.g., Bubble, Quick Reply), texts, buttons with customisable functions and actions, and attached media files send in the chat room using chatbot.
Agent	A Staff member is responsible for attending to enquiries from customers and visitors through the CINNOX Channels.
Agentless Dialler	Simultaneous dialling system that automatically transfers calls to available agents after an audio prompt, streamlining call routing.
AI Assistant	A feature designed to enhance customer service within the CINNOX Dashboard by configuring AI Engine, Chat Translation, and AI Suggested Label and Topic to deliver essential information, improve response times, and elevate the quality of responses.
AI Engine	An AI engine is a software system or platform that uses artificial intelligence (AI) algorithms and technologies to perform various tasks (e.g., OpenAI).
AI Enquiry Summary	AI-powered feature that provides concise summaries of long chats or call transcripts, saving time and improving decision-making.
AI Model	A version of the AI Engine that uses deep learning techniques to generate human-like text responses based on given prompts or queries.
AI Suggested Label and Topic	AI generates suggested topics and predefined labels based on conversations between agents and visitors. It includes labels manually created by the staff and topics generated by AI. Staff can easily add these labels to enquiries or contacts in the chat room and set AI-generated topics as labels.
Allowlist	A list of URLs, IP addresses, phone numbers, email addresses, staff names and others to be allowed in CINNOX.
Alphanumeric Sender ID	A 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 Routing	A routing type 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 Key	Data Retention uses Workspace 'keys or passwords to open the created backup file.
Audio Prompts	Are 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 Transcription	Refers to transcribing call recordings and audio messages (voice notes/voice messages and voicemails) content into the text files.
Audit Log	The Audit Log is a chronological record of all 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 creating, updating, downloading, and deleting operations.
Authentication App	A 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 message	It is an automatic chat message to visitors and customers when no staff can pick up an open enquiry.
Automatic Enquiry Distribution	Part 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 Enquiry	Auto close enquiry automatically closes the inactive handled enquiries for a particular period.
Auto-close enquiry message	It is an automatic chat or email message to visitors and customers when their enquiry has been closed by staff or the system.
Auto-idle message	It is an automatic chat message to visitors and customers when they are not responding to your last message after the set time.
Auto-reply messages	The 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 the Email Channel.
Auto Send Notification	Auto Send Notifications are notifications sent automatically to customer enquiries that have been inactive for a particular period.
Auto-transfer failed message	It is an automatic chat message to visitors and customers when transferring their enquiries to another staff member fails.
Auto-welcome message	It is an automatic chat or email greeting to visitors and customers when they send you their first message.
Availability Status	An indicator of a staff member's readiness to handle incoming enquiries. A staff member's availability status may be Active, Busy, Idle, or Offline. See Staff Report
Average Call Duration (ACD)	It is the average length of an answered call made over the network. ACD = duration of all answered calls / total number of answered calls
Average Closed Duration	The average closed duration of all closed enquiries with the selected date range.
Average Followed-up Duration	The average follow-up duration of all enquiries changed from missed to follow-up with the selected date range.
Average Response Duration	The average response duration of all resolved enquiries with the selected date range.
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Backup Codes	The six-digit 2FA codes can be used to log in to CINNOX.
Backup Log	A 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 Authentication	An authentication method that uses fingerprint or facial recognition. Staff members can enable this feature in the CINNOX App to prevent unauthorised access to their customers' data.
Billing Duration	The call duration used for billing is measured in minutes. For example, if a call lasts 100 seconds, the billing duration is recorded as 2 minutes in the table of the Report Details tab on the Call Report page and in the downloaded Call Report Details.
Blind Call Transfer	A blind call transfer transfers the call to another staff agent without a conversation. Your call will end as soon as you do the blind transfer.
Blind Enquiry Transfer	Enables you to immediately transfer a chat enquiry to another staff agent or tag without delay. This swift transfer ensures efficient handling of the enquiry. If the assigned agent or tag doesn't pick up, the enquiry will be marked as a "missed enquiry.
Blocklist	A list of files, URLs, email addresses, or other computing elements or material to be blocked. In CINNOX, blocklists generally apply to URLs, IP addresses, and phone numbers.
Broadcast Call Enquiry	A call enquiry from a Tag, a Web link or QR code, or a Virtual Number alerts all Staff members, PSTN number, or SIP trunk associated with it as Destination types and endpoints.
Broadcast Chat Enquiry	A chat enquiry from a Tag, a Web link or QR code, or Omnichannel 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.
Bulk Upload	Refers to efficiently importing records using a CSV file with a specific format that acts as a template.
Button Text Type	It is 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.
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Caller Country	The caller's location is available in the downloadable Call Report Details.
Call Duration (Sec)	The call duration in seconds, available in the downloadable Call Report Details.
Call Engagement	A 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 Staff member who called them the first time.
Call Forwarding	A feature in CINNOX lets Staff members redirect incoming calls to another Destination endpoint they have specified.
Caller Name	The caller's name is available in the downloadable Call Report Details.
Call Recording	A feature in CINNOX that lets Staff members record calls.
Call Report	A report that monitors the number of inbound and outbound calls made in the CINNOX service. This report provides Call Success and Call Duration analytics and details that can be filtered by date, call type, Staff name, and status.
Call Task	An individual project or campaign call task in Smart Calling.
Call Transfer	A 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 use warm or blind call transfer depending on your customer agent's agent's best preferences.
Called Party	The 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 ID	A Staff member selects a phone number 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 Allowlist	A list of Staff members who can use a virtual or service number as their Caller ID when making outbound calls.
Campaign Approver	A 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 Sent Statuses	See Sent Campaign.
Campaign Template	A 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. They don't have to compose messages from scratch every time they launch a campaign.
Canned Responses	These are 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 and colleagues' chats and emails.
Channel	The 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 Info	It is a space where the user can add basic information about the channel, like company name, links, descriptions, etc.
Channel Manager	The section in the CINNOX Dashboard lets administrators create, view, edit, activate, suspend, or delete channels.
Chatbot	CINNOX integrates your chatbot as your destination, supporting 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 Enquiry	Enquiries are received through social channels, namely Messenger, WhatsApp and LINE or direct message.
Chat Language	The designated language to which messages from the visitor and another agent will be automatically translated within an agent's chat room.
Chat Report	A 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 Transfer	A chat feature that allows you to transfer an ongoing chat to another staff agent or Tag.
Chat Translation	A CINNOX feature that facilitates the real-time translation of text-based conversations or messages from one language to another.
Chatroom	The panel in the CINNOX Workspace where Staff members can send and receive instant messages and share files such as images, videos, documents, voice messages, or SMS texts to their visitors or colleagues.
CINNOX App	A 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 Bot	A chatbot in the CINNOX Dashboard and App that notifies Staff members about changes or updates in features or configurations made in the service.
CINNOX Call	A 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 Chrome Extension	Is a software for Chrome Browser to extend the usage of CINNOX to make and receive calls and send SMS directly from any webpage you are working on, e.g., your CRM, Helpdesk, Sales Software, and other webpages
CINNOX Dashboard	A 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 Mail	The default email server of CINNOX. You can reply to your customers using your CINNOX preferred email address, e.g. [email protected].
CINNOX Q&A Bot	A chatbot supported by an OpenAI AI Engine with a customisable database to respond to chat enquiries in the enquiry chat room automatically. For internal testing, agents can interact with this chatbot.
Claire.AI	It is one of the WhatsApp Business Solution Providers (BSP) of CINNOX for the WhatsApp Channel.
Click-to-call	A 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-chat	A 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 Enquiries	It is an action to close the enquiries which have been inactive for more than 7 days.
Closed Enquiry	The visitor or the agent resolved an enquiry by closing the enquiry room and confirming to end the conversation.
CMS/e-Commerce Site Integration	The capability of the CINNOX Widget to be installed on websites created using a content management system (CMS) or an e-commerce site builder.
Company Information	A section in the CINNOX Dashboard that displays the details a company provides.
Conditional Trigger	A metadata tag that lets administrators configure where a Tag should be triggered and displayed on their website.
Conference Co-host	The staff assigned by the host to assist in co-hosting and facilitating the call.
Conference Host	Is the staff member creating a conference call with the privileges of participants and allowed to mute a participant, mute all participants, promote a participant as a co-host, remove and block a participant and re-invite a blocked participant?
Conference Participants	Staff (including host and co-hosts) and visitors invited and joined the conference call.
Conference Report	A report that monitors all conference calls made in the CINNOX service.
Contact Owner	The Staff member created and saved an External Contact into the Contacts List.
Contact Sharing	The process of sharing contact details with other Staff members.
Contact Type	An External Contact categorisation that lets CINNOX Staff classify External Contacts into any one of the following: Lead, Prospect, Customer, or Others.
Custom Prompt	It enables you to provide context and define the chatbot's desired tone, style, content type, and behaviour when it generates responses from the data source.
Custom Role	A unique CINNOX user role created by a Staff administrator. Custom roles can have permissions that differ from the default user roles.
Custom View	A Custom View is a copy of a view that has your selections and filters applied in the Enquiry Detail Report. Custom Views can save your filters, sorts, or selections without changing the original view.
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Data Access Level	A set of permissions or restrictions is provided to a data type. In CINNOX, a data access level is associated with a member's role. The following are the default data access levels: Full, Department, Team, and Restricted.
Data Encryption	The process of converting data into another form, such that only those with access to a decryption key can read the data's contents.
Data Source	Serve as the centralised hub of information. Data sources could be your organisation's product and service knowledge bases that empower the organisation, e.g., CINNOX Q&A Bot and Intent Bot, to respond with precise information according to the queries.
Data Retention	The process of storing data or records, such as customer data, for some time depending on the business need or as set by industry standards and regulations. CINNOX's Data Retention feature lets Staff administrators regularly create a backup of data stored within the service and move them outside (e.g., to their locally hosted servers).
Device Contacts	Your device's contact list can be synced to your CINNOX account using the CINNOX app.
Deleted Staff Member	A 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.
Destination	According 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 Endpoint	The specific phone number, phone system, or agent to which an enquiry can be routed. Depending on its type, a Destination can have up to 10 endpoints where an incoming enquiry may be broadcasted.
Destination Rules	A set of conditions that determine the type and endpoint of a Destination.
Destination Type	The 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 Call	An outgoing call from a Staff member to a landline or mobile phone number using the CINNOX Dashboard or App.
DID (Direct Inward Dialing)	A type of phone number that allows callers to reach a specific extension or person in a company's phone system.
Direct Call Enquiry	A call enquiry directed to a specific Staff member. It appears with a solid green icon in the Enquiry Centre.
Direct Chat Enquiry	A chat enquiry was directed to a specific Staff member. It appears with a solid blue icon in the Enquiry Centre.
Directory	A list of available contact points 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 Name	The domain name CINNOX can be cinnox.com or cinnox.cn
Draft Campaigns	It is 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 the touch-tone telephone keypads used to gather the IVR Menu responses.
Duplicate submitted campaign	Make a copy of an existing campaign. A duplicate campaign containing all the details copied from the original will be created.
Dynamic Weblink Domain	CINNOX provides Tag and Staff web links with .com and .cn domain, which is best for visitors and customers inside and outside Mainland China.
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Edit Message	A CINNOX chat feature that lets Staff members edit a message they have previously posted within five minutes.
Email Bcc	Bcc stands for blind carbon copy, whose email address does not appear in the recipient header and who would receive a copy of the email.
Email Cc	Cc stands for carbon copy, whose email address appears at the cc header and who would receive a copy of the email.
Email Channel	An email bound to a CINNOX service via email forwarding. A CINNOX Staff member can handle customer emails directly from their Workspace as omnichannel enquiries. You can connect your Gmail, Outlook or other Emails on CINNOX.
Email Engagement	A CINNOX feature allows the staff to 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 Enquiry	Enquiries are received through emails.
Email Signature	It is a personalised block of information from the email sender automatically appended at the bottom of an email message.
Emma Global	It is one of the WhatsApp Business Solution Providers (BSP) of CINNOX for the WhatsApp Channel.
Emoji	A small image or icon is commonly used in text or chat messages to express emotions or ideas.
End Prompt	End greeting to be played before the end of the call.
Engagement Activity	A 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 Binding	The relationship is created between a visitor and a Staff member when Engagement mode is enabled.
Engagement Binding List	A list of contacts and the respective staff members with whom they have an engagement binding.
Enquiry Centre	A section in the CINNOX Dashboard that lists a Staff member's open and missed enquiries. It also lets Staff members display or hide their Workspace's Enquiry Panel.
Enquiry History	A list of all ongoing and closed enquiries from a visitor or External Contact. This can be found in the visitor's profile details.
Enquiry Label	Labels are manually created by the staff and generated by the AI Engine for categorising and organising enquiries according to the conversations.
Enquiry Overview	An interface in CINNOX lets administrators get a quick snapshot of their open, handling, and missed enquiries.
Enquiry Owner	Refers 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 Panel	A panel in the CINNOX Workspace dispagent's agent's open enquiries.
Enquiry Report	A report that monitors visitor enquiries. Its Overview section shenquiries'quiries' corresponding statuses, while its Detail Report section provides details of closed enquiries.
Enquiry Transfer	It is handing over an ongoing chat or call enquiry to another agent or group of agents.
Error Prompt	If the visitor presses the wrong key or when the visitor does not press any key until timeout, the error prompt will be played.
Extension Number	A unique, three- to six-digit internal number is allocated to each Staff member so they can easily contact one another.
External Contacts	The people outside a Staff member's organisation, such as leads, prospects, and customers.
External Contact Custom field	A custom field is defined by the staff in their CINNOX service. The created custom field will be shown in external contact and used in the visitor forms (Pre-chat and offline forms).
External Contact Label	Labels are manually created by the staff and generated by the AI Engine for categorising and organising external contacts' importance and relevance to the business.
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Facebook Channel	A Facebook Page linked to a CINNOX service. A CINNOX Staff member can handle messages from Page's Facebook Messenger directly from their Workspace as omnichannel enquiries.
Feedback Form	A form in the CINNOX Dashboard and App that lets Staff members report issues or share their experiences when using CINNOX.
File Sharing	A CINNOX chat feature lets Staff members and visitors send or share images, videos, documents, or voice messages.
First Response Time (FRT)	Refers to the time it takes for staff to respond to an enquiry. CINNOX provides an Average FRT per staff according to the response time of enquiries they handle.
First-Time Visitor	An end-user who visits a CINNOX user's website and uses CINNOX (i.e., sends an Enquiry) for the first time.
Fixed Order Distribution	All 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 hanvisitor'sisitor's query.
Followed-up Enquiry	A missed enquiry that a Staff member revisits by returning a call or responding to a message.
Forward Message	A CINNOX chat feature that lets Staff members forward messages and media files to another chat room.
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General Chatbot	This is another method to connect any chatbot platform to CINNOX, distinct from Microsoft QnA Maker and Google Dialogflow, following the POST method integration step.
General Message Type	It is an advanced message type in CINNOX. A general message is plain text with a description and an attachment without buttons.
Greeting Prompt	A welcome message prompt to the caller" (e.g. "Hello and thank you for calling ABC Company, where customer service is our priority.”)
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Handling Enquiry	An enquiry that is classified as Ongoing or Followed-up.
Help Centre	A 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 Room	It is 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 Dashboard	A visual representation of the key performance of your service and staff members. It provides graphs and statistics to give an at-a-glance of your staff performance.
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IDD Termination	Refers specifically to the process of terminating international calls. In other words, it refers to the routing of calls that originate in one country and terminate in another country
Image Preview	A CINNOX chat feature lets Staff members see the link with an image, title, description, and more to provide contextual information.
Inbound SMS	Refers to the SMS received from your customers through CINNOX. View its details in the SMS Report by selecting "Inbound" as a source or through the subscription of the Inbound SMS Event using the CINNOX Open API.
Installation Code	A 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 Conference	The conference type lets the staff create a conference call instantly and invite the participants during the ongoing call.
Intermediary Number	The number used to make a call, vailable in the downloadable Call Report Details.
Intermediary Number Country	The location of the intermediary number, available in the downloadable Call Report Details.
Intermediary Number Type	The intermediary number type could be: - Virtual Number Type Name (Toll-free or Local) - Service Number - Personal Number Available in the downloadable Call Report Details.
Internal Contacts	The people within a Staff member's organisation.
Invoice	A PDF file containing subscription details and usage charges with the sum's statement due every month.
Interactive Voice Response (IVR)	It 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 Menu	Are 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
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Join Enquiry	When monitoring the enquiry conversation between the agent and visitor, the admin can join the conversation to help the agent resolve the visitor's query.
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Keypress Prompt	An 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…")
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Labels	These are words or combinations of words that the staff can use to add more context and categorise an enquiry or a contact.
Link Preview	A CINNOX chat feature lets Staff members view the link with an image, title, description, and more to provide contextual information.
Local Number	A telephone service that lets visitors directly contact a business by dialling a specific, local phone number. Also known as direct inward dialling (DID) number.
Loopback Enquiry Transfer	Allows you to quickly pass an ongoing chat enquiry to another staff agent or tag. This transfer happens instantly and ensures efficient handling of the enquiry. If the assigned agent or tag doesn't respond, the enquiry will return to you for further assistance.
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Marketplace	The Marketplace is the station for staff license and plan upgrades of your CINNOX current subscription.
Markdown Syntax	Are formatting elements such as headings, lists, bold and italic text, links, images, and code blocks to your text supported by CINNOX.
Manage Device	A section in My Account that lets Staff members view and manage all the devices and browsers their CINNOX service is currently logged in to.
Member's Copy message	A CINNOX chat feature that lets Staff members copy a posted message in the chat room.
Menu Routing Numbers	These are virtual dummy numbers used for routing rules and destinations of your menus.
Merge Contacts	A method of joining contact records with another, merging contacts is usually performed for duplicate contacts with the same profile.
Merged Rooms View	Refers to the merged contacts enquiries combined and viewed in just one chatroom.
Monitor Enquiry	The admin can open the enquiry chat room and view the ongoing conversation between the agent and visitor. The admin can then join or take over the conversation to help resolve the visitor's query.
Mute	A feature that lets callers turn their microphones off so other listeners won't hear them.
My Account	A section in the CINNOX Dashboard or App lets Staff members view and manage their personal information and device or app settings.
My Plan	A section in the CINNOX Dashboard that lets administrators monitor their usage of the features available in their Service Plan.
My Sites	A section in the CINNOX Dashboard where administrators can register and whitelist (allowlist) website domains where the CINNOX Widget can be installed and used.
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Never Expired Sticky Routing	Refers to the option in the Sticky Routing Settings for the Virtual Number and Email Channels to keep the binding last between a customer and staff.
Noise Reduction	It is a function in CINNOX that reduces background noise and echo during the call.
Notification	A message is displayed to get a user's attention. CINNOX typically sends Staff members notifications whenever a visitor or another member calls or sends them a chat message.
Number	May refer to a Virtual Number, a Service Number or a Personal Number associated with your service.
Number Display Name	The display name a Staff can assign to a virtual or service number.
Number & IP Allowlist	The visitor phone numbers and IP addresses list allows you to contact a company using CINNOX. Enquiries that do not use these numbers or addresses will be automatically closed.
Number & IP Blocklist	The 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 Porting	Transfer your existing number to another carrier partner of CINNOX to use the service on your CINNOX account.
Number Type (TF/DID)	This specifies whether the allocated number is a toll-free (TF) or direct inward dial (DID) number.
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Offline Support Form	A Visitor Form that CINNOX displays whenever Staff members cannot pick up a visitor enquiry from the Widget, Web link, or QR Code in time.
Offline provisioning	The process of creating or modifying accounts or services without an active network connection.
Omnichannel	A cross-channel service strategy that lets organisations use social media channels and messaging apps as customer touchpoints. In CINNOX, Omnichannel is a feature that enables administrators to 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 Enquiry	An enquiry that a Staff member is currently attending to.
Open Enquiry	An enquiry that is in the queue, waiting to be picked up by a Staff member.
OpenAI API Key	A secret key generated within an OpenAI account, used to establish a connection between OpenAI's AI engine and CINNOX to facilitate data exchange and integration.
Outbound Call Routing Rules	These rules specify how to route outbound calls using CINNOX's telephony infrastructure.
Outbound SMS	Refers to the SMS sent to your customers through CINNOX. View its details in the SMS Report by selecting "Direct SMS", "Verification", "Open API - Direct", or "Open API - Verification" as a source.
Own Email Server	Use your email domain to reply to customers, e.g. [email protected], preserving your company branding.
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Passcode	An 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.
Payload	It is 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 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 Routing	A type of routing rule that distributes incoming enquiries at percentage value.
Permissions	The access rights of a user to computing features and data. CINNOX's available permissions for Staff members are: Enabled, View, Edit, Download, Delete, and Approve. Permissions are tied to Roles.
Personal Canned Response	All staff can add, view, update and delete their responses. It's for individual staff use only.
Personal Number	Staff members can use a verified personal number as a Caller ID when making outbound calls to their visitors, customers, and fellow Staff members.
Personal QR Code	A 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 Link	A Web link that a specific Staff member owns. Clicking on this Web link lets visitors send the Staff member a direct enquiry.
Pin Chat Room	It is pinning chat rooms and placing them on top of the Recent Chats.
Pin Message	It pins messages, places them on the Pinned Message List, and goes to the original message in the chat thread.
Plan Monitoring	A 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 Responses	Admin and non-admin staff, with permission, can add, view, update and delete responses and share, among others.
Pre-chat Form	A Visitor Form that CINNOX displays to first-time visitors when they click the Widget opens a Web link or scan a QR code.
Private Message	A feature in an enquiry chat room that allows agents to communicate directly with each other without the customer being able to see the conversation.
Prompt	IVR uses voice prompts to give callers instructions and directions for accessing information during the call.
PSTN Number	A Destination endpoint in CINNOX that uses a telephone number associated with a phone line.
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QR Code	A QR Code associated with a Staff Account or channel. Scanning this QR code lets visitors send the Staff member or a channel an enquiry.
Quick link	A text shortcut to channel and direct web links and service phone numbers. It helps to quickly insert the web link or phone number in the chatroom or campaign without memorising them.
Quick Reply	It is 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.
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Rate Table	A 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.
Receiver Country	The call receiver (called party) country's IP address, available in the downloadable Call Report Details.
Receiver Name	The call receiver (called party) name, available in the downloadable Call Report Details.
Receiver Number	The number the staff uses to receive a call, available in the downloadable Call Report Details.
Recall Message	A CINNOX chat feature that lets Staff members recall a message they have previously posted within five minutes.
Red Dot Badge	This is an indicator that there are unread messages in a CINNOX chatroom. The badge will disappear after all messages have been read.
Red Number Badge	This is an 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 Message	A CINNOX chat feature that lets Staff members reply to a specific message. Also known as quote-reply.
Restart Conversation	The capability to send a message to the visitor's WhatsApp enquiry even if the 24-hour conversation window has lapsed using the 360dialog WhatsApp Template Message.
Retention Status	An indicator of where the data in CINNOX are in the backup and retention process.
Return Visitor	An end-user who has previously sent enquiries using CINNOX or has had previous interactions with a CINNOX Staff member.
Revoke submitted campaign	Stops the submitted campaign to be sent out. The revoked campaign will then be moved to the Draft Campaign list.
Role	A designation is given to a Staff member with 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 Instructions	This refers to the specific routing instructions needed to handle inbound calls for each allocated number, including any technical details (such as protocols or codecs).
Routing Number	This is the phone number that the customer's calls will be routed to when dialing the allocated number.
Routing Rules	A 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.
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Scheduled Conference	The conference type lets the staff create a conference call with a future start and end date with calendar integration. It allows staff to share the conference link with the participants in the chat room or other channels. You can start the call anytime before the scheduled end time. You can send your scheduled call with Outlook, Google or other Calendars with an ICS file.
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 Allowlist	A list of Staff members who can use a service number as their SMS sender ID when sending SMS texts.
Sent Campaigns	It is 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 Number	A verified enterprise number that Staff members can use as a Caller ID when making outbound calls to their customers.
SFTP	SSH 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 Address	The SFTP server's IP address is where the archived data is backed up.
SFTP Public Key	The SFTP server's authentication key so that it can automatically upload the archived data that will be backed up.
SFTP User	The user name will be used to log in to the SFTP server, where the archived data will be backed up.
Share Screen	A video and conference call feature lets participants share their screen's contents.
Shared Contact	An External Contact whose details have been shared by the Contact Owner with other Staff members.
Short Key	It 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.
SIP In	Refers to the process of receiving or accepting a Session Initiation Protocol (SIP) call or session. SIP is a communications protocol used for initiating, maintaining, modifying, and terminating real-time sessions, such as voice and video calls over IP networks.
Simultaneous Distribution	All 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 Trunk	A Destination endpoint in CINNOX that uses Session Initiation Protocol (SIP) trunking is a method of receiving calls through an IP-enabled private branch exchange (PBX).
Smart Calling	CINNOX's auto-dialler feature lets users upload a list of phone numbers and automatically dial them sequentially.
Smart Greeting	A 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.
SMS	Short for "Short Message Service", is a messaging service in CINNOX that allows you to send or receive short text messages to mobile devices for 1:1 text messaging and broadcast campaigns.
SMS Campaign	CINNOX's broadcast messaging feature lets you send messages to target audiences worldwide via SMS.
SMS Recipient	The user or device that receives a message sent via SMS.
SMS Report	A report that monitors the number of SMS texts sent from the service. The report also details the SMS texts' status (i.e., undelivered, submitted, rejected) and the location where they were sent.
SMS Sender ID	The phone number is displayed as the sender of an SMS text to the SMS recipient.
SMS Sent Statuses	See SMS Report
SMS Template	A 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 Media	Websites, applications, and other digital platforms let users build communities and networks to create and share information. In CINNOX, a Staff member can link social media accounts or pages to the service through the Omnichannel feature.
Source	A third-party account of Social Media and Messaging Apps linked to an Omnichannel such as a Facebook Page, LINE Official Account, WeChat Official Account and WhatsApp Business API.
Space	CINNOX's internal group chat feature. Staff members can create a Public or Private Space to exchange messages and share files regularly.
Speech-to-Text (STT)	A type of assistive technology that helps convert speech into text. CINNOX uses STT powered by Google.
Staff IP Login Allowlist	A CINNOX security feature that uses a Trusted IP Address List to limit the locations Staff members can log in to the CINNOX service.
Staff Licence	A licence model based on the number of individual staff can create a CINNOX account to access the Dashboard and App.
Staff List	A list of CINNOX Staff members can be endpoints for a Destination to attend to visitor and customer enquiries.
Staff Member	An individual is appointed and authorised by the CINNOX service administrator to access and use the CINNOX Dashboard and App.
Staff Number Allowlist	A CINNOX security feature that limits the phone numbers Staff members can use as their Caller IDs or SMS sender IDs.
Staff Report	A report that provides detailed information about the times of day that Staff members were active, busy, idle and offline.
Sticky Binding	The relationship created between a visitor and a Staff member when Sticky Routing is enabled.
Sticky Binding List	A list of visitors and the respective Staff members with whom they have a sticky binding.
Sticky Routing	Routing 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.
Storage	The 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.
Subdomain	A subdomain is a unique identification to access your CINNOX service. i.e., example.cinnox.com
Submitted Campaigns	It is 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.
Supervised Dialler	Sequential dialling system that provides agents with contact information for effective customer interactions.
Support Language	A Destination's supported languages. Only enquiries from these particular languages will be routed to the Destination Endpoint when specific languages are set to a Destination.
Support Location	A Destination's supported countries or territories are further drilled down to states and cities. When specific locations are set to a Destination, only enquiries from these particular locations will be routed to the Destination Endpoint.
Suspended Staff Member	A 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.
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Tag	A 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 Code	A 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 Link	A 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 Enquiry	When monitoring the enquiry conversation between the agent and visitor, the admin can take over the enquiry and continue the conversation to resolve the visitor's query.
Team	A feature in CINNOX lets Staff administrators group Staff members into different divisions or teams that may represent a company's actual organisational structure.
Team Leader	A default role in CINNOX grants a Staff member access to all data in their team.
Termination fee	The charge incurred for completing a phone call by connecting it to a recipient on a different telecommunications network.
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.
TF (Toll Free) numbers	A type of phone number that allows callers to reach a business or individual without incurring long-distance charges.
Third-Party Authentication	The 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). Staff members can log in to CINNOX using their Microsoft AD account.
Third-Party Channel	Any messaging app to connect to CINNOX via Webhook API allows your staff members to reply to messages through their CINNOX account.
Timeout Prompt	If the visitor misses the time to press any key.
Time Routing	A type of routing rule that distributes incoming enquiries using time allocation.
Toll-free Number	A number lets visitors and customers (callers) 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 the freephone number.
Traffic fee	The charge incurred for the usage of a telecommunications network during a phone call.
Transcript File	The output of the transcribed call recordings, voice notes/ voice messages and voicemails.
Trunk or Gateway Information	This specifies the telephony resource that the Partner should use to route their outbound calls.
Trusted IP Address List	The list of IP addresses Staff members need to connect to before they can log in to the CINNOX service.
Two-factor Authentication	An 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
Unmute	A feature that lets callers turn their microphones on so other listeners can hear them.
Unread Panel	A feature in the CINNOX App lets Staff members open enquiries or switch between chatrooms with unread messages without going back to the Utility tab.
Urchin Tracking Module (UTM) Information	It is a marketing analytics tool used to track and measure the effectiveness of various marketing campaigns and pieces of content. In CINNOX, you can add UTM parameters to the web link. See Chat Room for more details.
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Video call	A CINNOX feature that lets Staff members engage in video calls with visitors or fellow Staff members.
Virtual Number	A telephone number without a directly associated telephone line. CINNOX can provide businesses with toll-free or local virtual numbers so customers can contact them at lower costs.
Visitor	An end-user that visits a CINNOX user's website and makes an enquiry.
Visitor Forms	Forms 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 Journey	A list of all activities and pages a visitor or External Contact made and visited on a website linked to the CINNOX service is found in the visitor's Profile details.
Visitor Language	The designated language to which the agent's message is sent to the visitor will be automatically translated.
Visitor Number and IP Blocklist/Allowlist	A CINNOX security feature that limits the visitors contacting a company by checking and filtering the phone numbers or IP addresses they use.
Visitor Report	A report that monitors the total number of new and active visitors, as well as their geographic locations.
Voice call	A CINNOX feature that lets Staff members engage in audio calls with visitors or colleagues.
Voicemail	A feature in CINNOX that lets visitors leave a voice message in cases when Staff members are unavailable to attend to their call enquiry.
Voicemail Prompt	An audio prompt informs 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 Network services	Refers to CINNOX's offerings related to voice communication over networks, including IDD termination.
Voice Note (Voice Message)	An audio clip or recording that staff members and visitors can make and send inside a CINNOX chatroom.
W
Warm Call Transfer	A 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 Prompt	Music plays when the visitors wait for an agent to accept the enquiry call
Web link	A 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 Channel	A WeChat Official Account linked to a CINNOX service. A CINNOX Staff member can handle messages from WeChat directly from their Workspace as omnichannel enquiries.
WhatsApp Business API	It is a programmable API that allows 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 Campaign	CINNOX's broadcast messaging feature lets you send messages to target audiences worldwide via Whatsapp.
WhatsApp Channel	A WhatsApp Business API linked to a CINNOX service. A CINNOX Staff member can handle messages from WhatsApp directly from their Workspace as omnichannel enquiries.
WhatsApp Engagement (WhatsApp Outbound)	A CINNOX feature that allows staff to initiate conversations with the target audience using the WhatsApp messaging platform.
WhatsApp Engagement Allowlist	A list of Staff members who can use a WhatsApp Channel as their sender when sending outbound WhatsApp messages to the target audience.
WhatsApp Template	A WhatsApp message template approved by Meta that the staff can use in their campaigns and responses to their WhatsApp leads and customers. CINNOX lets you sync your WhatsApp Messages Template from your 360dialog hub or Meta.
Widget (Web Widget)	A widget is typically a small, embedded icon on a website or mobile application. Its purpose is to enable a visitor to initiate a live chat or call with a customer service representative or agent.
Widget Appearance	The 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 Language	The 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.
Workspace	The core interface in the CINNOX Dashboard and App, where Staff members can perform their customer service and engagement tasks and internal communication.
Z
Zapier	This tool 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.
Zaps	A 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 out	A CINNOX chat feature lets Staff members make the image appear much larger and nearer or smaller and farther away.