Creating a Tag

This section will guide you on how to create new tags.

To create a new tag:

  • From the CINNOX Dashboard navigate to Channels > Directory.
  • Click Create Tag located in the top-right corner.
23182318
  • This action will launch the Create New Tag wizard with the following sequential workflow:

Basic Information

  • Select the function the Tag should be available

    • Call and Chat
    • Call
    • Chat
  • Name your Tag. This will be the name to be displayed in our Widget Directory and Web link.

  • Upload Tag Icon (optional)

  • Enter a description to your Tag (optional)

  • Create a tag name in a different language (optional)

  • Click Next

23622362

 

Routing Settings and Sticky Routing

Select the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

22922292

 

Message Settings for Auto-Message

You can enable and configure the Auto-Reply Message for the following.

  • Welcome Message
  • Idle Message
  • Transfer Failed Message

These auto-messages functions are disabled by default.

21802180

 

Welcome Message

  • Toggle ON the button for the Welcome Message
  • Choose a general message, buttons or quick replies buttons message type as an automatic response to your visitors when the transferring their enquiry to another destination or staff member is failed.
21982198

 

Idle Message
When your visitors become idled in your conversation, you can send an automatic response to them to follow up with their enquiry.

  • Toggle ON the button for the Idle Message
  • Set the time (in minutes or hours) should send the automatic response.
  • Choose a general message, buttons or quick replies buttons message type when setting up an automatic response to your visitors.
21942194

 

Transfer Failed Message

  • Toggle ON the button for the Transfer Failed Message
  • Choose a general message, buttons or quick replies buttons message type as an automatic response to your visitors when the transferring their enquiry to another destination or staff member is failed.
21802180

 

Setting Up Conditional Trigger

It is trigger metadata that treats keywords as criteria to show or hide the tag. If left blank, the tag will appear by default in the Tag Directory.

See the [Tag Conditional Trigger] for detailed instructions on setting up a conditional trigger to a tag. See the Tag Conditional Trigger section of this Guide.

 

Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and enquiry chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Click on the edit button.
  • Toggle on to Enable the Channel Custom Info.
  • Enter your channel's information in the right-side window with an open field. You can type any information helpful to your staff.
  • Click on the Save button, the customised info appear on the Channel Custom Info.
22022202

The custom info is displayed on the staff side at the chat room section for the chat enquiry.

18571857

The custom info is displayed on the staff side at the left side window of the call screen for the call enquiry.

696696

📘

Important Notes

  • Channel Custom Info can be customised per tag.
  • Channel Custom Info is only available for inbound service.
  • In addition to Directory weblink, Channel Custom Info does not apply to other agent weblink and campaign weblink.
  • The system is limited to 10,000 characters; if exceeded, the chatbot message will not be sent.
  • Channel Custom Info will still be displayed as chatbot messages in the room of missed enquiry.
  • Click Create.
    And that's it! Your Tag is now created.
23202320

 

QR Code & Web Link (.com & .cn)

You can download your Tag's QR Codes (in PNG and SVG formats) and copy the Web Link so you can share them to your Visitors and Contacts to reach out to you. And attend to their queries via the QR code and Web link in your CINNOX Workspace

The QR Code and Web Link for Call and Chat enquiries are auto-generated for every created tag.

Web link with .com

By default your Tag's web link is with .com, best to use for visitors, customers and other contacts outside Mainland China.

  • From the CINNOX Dashboard navigate to Channels > Directory.
  • Open the created Tag to view the Tag Details
  • Scroll down the page until the QR Code & Web Link
24102410

QR Code & Web Link

Web link with .cn

Your Tag's web link is with .cn is best to use for visitors, customers and other contacts inside the Mainland China.

  • From the CINNOX Dashboard navigate to Channels > Directory.
  • Open the created Tag to view the Tag Details
  • Scroll down the page until the QR Code & Web Link
  • Toggle ON the button for the For Mainland China (web link ends with .cn) to change the weblink with .cn.
24042404

Did this page help you?