{"data":{"id":"671826","string_id":"AXWp6yIo","status":"1","parent_id":"671820","slug":"identity-enquiry","order":"11","name":"Enquiry and Contact","type":"1","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","author":"","published_time":"1764924359","add_time":"1764902051","update_time":"1765438878","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","tags":[],"parent_name":"USER MANUALS","parent_type":"1","parent_slug":"cx-user-manual","child":[{"id":"672102","string_id":"gLrRr55u","status":"1","parent_id":"671826","slug":"cinnox-enquiries","order":"20","name":"Enquiries in CINNOX","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Enquiries in CINNOX","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924385","add_time":"1764909487","update_time":"1765874565","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672102\", \"671826\", \"671820\"]","content":{"content_id":"672102","content":"**Enquiry** refers to a query or issue also known as a **Case** or **Ticket**, from your visitors and customers regarding your products or services. In CINNOX, enquiries arrive through chat or call and are attended to by your customer service staff (agents).\n\nYour visitors and customers can send their enquiries using any of the following channels:\n\n* Directory\n* Virtual Numbers\n* Social (Facebook Messenger, WeChat, WhatsApp, LINE and WOZTELL)\n* Web Link (Tag and Staff call and chat web link)\n* QR Code (Tag and Staff call and chat QR code)\n* Campaign\n* Email\n* Third Party Channel (Any messaging app connected to CINNOX via Webhook URL and Message API)\n\n## Enquiry Flow and Status\n\nIn CINNOX, an enquiry can be in any of the following states or statuses:\n\n**Open**: the enquiry is in the queue, waiting to be picked up by a staff member\/agent.\n\n**Ongoing**: a staff member\/agent picks up or attends the enquiry.\n\n**Missed**: the enquiry was left unattended until it reached the waiting time limit.\n\n**Followed-Up**: a staff member\/agent revisits the missed enquiry by returning a call or responding to a chat message.\n\n**Closed**: the enquiry is resolved, and either the visitor or the staff member\/agent ends the conversation.\n\n![CINNOX Enquiry Flow and Status](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/gLrRr55u\/61b9d791b3df5d90bf1d1df978850e8e.png)\n\nCINNOX Enquiry Flow and Status\n\n## Enquiry Types\n\nThere are different types of enquiries; here is a simple way to remember them.\n\n1. The green colour is for Call enquiries.\n2. The blue colour is for Chat enquiries.\n3. A rounded outline icon is for enquiries from a Tag (weblink or QR Code) and Virtual Number. All associated active staff members will receive a Broadcast notification for this open enquiry.\n4. A rounded, solid icon is for enquiries directed to a staff member (from the Staff Directory or a web link or QR code). The specific staff member will receive the notification.\n5. Social Icons are for enquiries coming from social channels\n6. The email icon is for enquiries coming from the email channel.\n7. The third party channel icon is for enquiries from the thirdy party channel.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/gLrRr55u\/69411b7d2d26e.jpg)\n\n\nCINNOX Enquiry Types\n\n## Enquiry and Visitor Details\n\nTo know more about enquiry and visitor details, refer to the [Enquiry Overview](\/docs\/inquiry-overview) or the [Workspace](\/docs\/workspace) sections of this Guide.\n\nUpdated 5 months ago\n\n---\n\n* [Enquiry Overview](\/docs\/inquiry-overview)","pure_content":"Enquiry refers to a query or issue also known as a Case or Ticket, from your visitors and customers regarding your products or services. In CINNOX, enquiries arrive through chat or call and are attended to by your customer service staff (agents).\nYour visitors and customers can send their enquiries using any of the following channels:\n\nDirectory\nVirtual Numbers\nSocial (Facebook Messenger, WeChat, WhatsApp, LINE and WOZTELL)\nWeb Link (Tag and Staff call and chat web link)\nQR Code (Tag and Staff call and chat QR code)\nCampaign\nEmail\nThird Party Channel (Any messaging app connected to CINNOX via Webhook URL and Message API)\n\nEnquiry Flow and Status\nIn CINNOX, an enquiry can be in any of the following states or statuses:\nOpen: the enquiry is in the queue, waiting to be picked up by a staff member\/agent.\nOngoing: a staff member\/agent picks up or attends the enquiry.\nMissed: the enquiry was left unattended until it reached the waiting time limit.\nFollowed-Up: a staff member\/agent revisits the missed enquiry by returning a call or responding to a chat message.\nClosed: the enquiry is resolved, and either the visitor or the staff member\/agent ends the conversation.\n\nCINNOX Enquiry Flow and Status\nEnquiry Types\nThere are different types of enquiries; here is a simple way to remember them.\n\nThe green colour is for Call enquiries.\nThe blue colour is for Chat enquiries.\nA rounded outline icon is for enquiries from a Tag (weblink or QR Code) and Virtual Number. All associated active staff members will receive a Broadcast notification for this open enquiry.\nA rounded, solid icon is for enquiries directed to a staff member (from the Staff Directory or a web link or QR code). The specific staff member will receive the notification.\nSocial Icons are for enquiries coming from social channels\nThe email icon is for enquiries coming from the email channel.\nThe third party channel icon is for enquiries from the thirdy party channel.\n\n\nCINNOX Enquiry Types\nEnquiry and Visitor Details\nTo know more about enquiry and visitor details, refer to the Enquiry Overview or the Workspace sections of this Guide.\nUpdated 5 months ago\n\n\n\nEnquiry Overview","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909487","update_time":"1765874565"},"pure_content":"Enquiry refers to a query or issue also known as a Case or Ticket, from your visitors and customers regarding your products or services. In CINNOX, enquiries arrive through chat or call and are attend"},{"id":"672104","string_id":"WTbi7Svo","status":"1","parent_id":"671826","slug":"agent-inquiry-center","order":"19","name":"Enquiry Centre","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Enquiry Centre","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924421","add_time":"1764909487","update_time":"1765874669","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672104\", \"671826\", \"671820\"]","content":{"content_id":"672104","content":"The **Enquiry Centre** lists all your open and missed enquiries.\n\nIf you are a staff member assigned as the Destination endpoint to channels, you will find the open and missed enquiries in the Enquiry Centre.\n\nChannels such as:\n\n* Directory\n* Virtual Numbers\n* Social (Facebook Messenger, WeChat, WhatsApp, LINE and WOZTELL)\n* Web Link (Tag and Staff call and chat web links)\n* QR Code (Tag and Staff call and chat QR Code)\n* Campaign\n* Email\n\nEnquiry Centre allows you to pick up open and missed enquiries from the latest to the oldest date without navigating through the Workspace. It also shows a notification with a red number badge when there is a new open enquiry.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/WTbi7Svo\/69411ba59cc56.png)\nScreenshot_2020-06-23_at_5.40.23_PM.png\")\n\nEnquiry Centre\n\n**Displaying the Open Enquiry Panel**\n\nTo display the Open Enquiry Panel in your Workspace:\n\n* Click the enquiry icon located on the top corner of the dashboard.\n* Tick the **Show in the Workspace** checkbox.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/WTbi7Svo\/69411bbf673b6.png)\n\n\nShow Open Enquiry Panel in the Workspace\n\n**Hiding the Open Enquiry panel**\n\nTo hide the Open Enquiry panel from your Workspace:\n\n* Click on the enquiry icon located in the top corner of the dashboard.\n* Deselect the **Show in my Workspace** checkbox.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/WTbi7Svo\/69411bc89b7dc.png)\n\n\nHide Open Enquiry Panel in the Workspace\n\n**Filtering Missed Enquiries**\n\nThe Missed Enquiry section in the Enquiry Centre lists all missed enquiries, whether or not these have voicemail messages included.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/WTbi7Svo\/69411bdef02ec.png)\n\n\nFilter Missed Enquiry\n\n* To display only the missed enquiries with voicemail, click **Filter by**, then select **With Voicemails only**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/WTbi7Svo\/69411be78ab0a.png)\n\n\nMissed Enquiry with Voicemails only\n\nFor more information on following up on a missed enquiry, refer to the [Following Up on Missed Enquiries](\/docs\/agent-follow-up-missed-inquiries) section of this Guide.","pure_content":"The Enquiry Centre lists all your open and missed enquiries.\nIf you are a staff member assigned as the Destination endpoint to channels, you will find the open and missed enquiries in the Enquiry Centre.\nChannels such as:\n\nDirectory\nVirtual Numbers\nSocial (Facebook Messenger, WeChat, WhatsApp, LINE and WOZTELL)\nWeb Link (Tag and Staff call and chat web links)\nQR Code (Tag and Staff call and chat QR Code)\nCampaign\nEmail\n\nEnquiry Centre allows you to pick up open and missed enquiries from the latest to the oldest date without navigating through the Workspace. It also shows a notification with a red number badge when there is a new open enquiry.\n\nScreenshot_2020-06-23_at_5.40.23_PM.png\")\nEnquiry Centre\nDisplaying the Open Enquiry Panel\nTo display the Open Enquiry Panel in your Workspace:\n\nClick the enquiry icon located on the top corner of the dashboard.\nTick the Show in the Workspace checkbox.\n\n\nShow Open Enquiry Panel in the Workspace\nHiding the Open Enquiry panel\nTo hide the Open Enquiry panel from your Workspace:\n\nClick on the enquiry icon located in the top corner of the dashboard.\nDeselect the Show in my Workspace checkbox.\n\n\nHide Open Enquiry Panel in the Workspace\nFiltering Missed Enquiries\nThe Missed Enquiry section in the Enquiry Centre lists all missed enquiries, whether or not these have voicemail messages included.\n\nFilter Missed Enquiry\n\nTo display only the missed enquiries with voicemail, click Filter by, then select With Voicemails only.\n\n\nMissed Enquiry with Voicemails only\nFor more information on following up on a missed enquiry, refer to the Following Up on Missed Enquiries section of this Guide.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909489","update_time":"1765874669"},"pure_content":"The Enquiry Centre lists all your open and missed enquiries.\nIf you are a staff member assigned as the Destination endpoint to channels, you will find the open and missed enquiries in the Enquiry Cent"},{"id":"672099","string_id":"Os3VkBrj","status":"1","parent_id":"671826","slug":"inquiry-transfer","order":"18","name":"Transferring Enquiry","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Transferring Enquiry","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924453","add_time":"1764909486","update_time":"1765874675","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672099\", \"671826\", \"671820\"]","content":{"content_id":"672099","content":"CINNOX provides several features that staff members can use to help one another when serving visitor enquiries. One of these features is the **Transfer Enquiry**.\n\nYou can transfer an ongoing enquiry to another staff member when the visitor or customer needs additional assistance with their concerns.\n\n**Ways to transfer an enquiry:**\n\n**Call Transfer**\nPlease check our detailed guide [**Transferring Calls**](\/docs\/call-transfer) on **Warm Transfer** and **Blind Transfer**.\n\n**Chat Transfer**\nPlease check our detailed guide [**Transferring Chat**](\/docs\/transferring-chat) on **Loopback Transfer** and **Blind Transfer**.","pure_content":"CINNOX provides several features that staff members can use to help one another when serving visitor enquiries. One of these features is the Transfer Enquiry.\nYou can transfer an ongoing enquiry to another staff member when the visitor or customer needs additional assistance with their concerns.\nWays to transfer an enquiry:\nCall Transfer\nPlease check our detailed guide Transferring Calls on Warm Transfer and Blind Transfer.\nChat Transfer\nPlease check our detailed guide Transferring Chat on Loopback Transfer and Blind Transfer.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909487","update_time":"1765874675"},"pure_content":"CINNOX provides several features that staff members can use to help one another when serving visitor enquiries. One of these features is the Transfer Enquiry.\nYou can transfer an ongoing enquiry to an"},{"id":"672107","string_id":"tcdhPPfl","status":"1","parent_id":"671826","slug":"transferring-chat","order":"17","name":"Transferring Chat","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Transferring Chat","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924469","add_time":"1764909487","update_time":"1765874686","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672107\", \"671826\", \"671820\"]","content":{"content_id":"672107","content":"While assisting customers, there may be situations where their needs require the expertise of another staff agent. In such cases, you can transfer the ongoing chat enquiry seamlessly to a colleague who can better address the customer's concerns\n\n> \ud83d\udc4d\n>\n> Let the customer know that they are about to be transferred to another agent. It should contain the reason behind the transfer to manage their expectation.\n\n## Two types of Chat Transfer\n\n### Loopback Transfer\n\nA loopback transfer lets you quickly transfer an enquiry to another tag or staff agent. The transfer occurs instantly, ensuring efficient handling of the enquiry. **If the assigned party does not pick it up, the enquiry will return to you for further handling.**\n\n### Blind Transfer\n\nA blind transfer lets you promptly transfer an enquiry directly to another tag or selected staff agent. The transfer occurs instantly, ensuring swift handling of the enquiry. **If the assigned party does not pick it up, the enquiry will become a \"missed enquiry.\"**\n\n## How to do a Loopback Transfer\n\n**To loopback transfer a chat enquiry:**\n\n* On the chat room panel, click the vertical ellipsis **...** icon on the top-right corner, then click on **Loopback Enquiry**.\n + You may also click on the **Gear Settings Icon** in the Room Information panel, then click on **Loopback Transfer**.\n* On the pop-up window, select the staff member to transfer the enquiry.\n + You may also transfer the enquiry to a **Tag** by clicking on the tab at the top of the screen and switching from **Staff List** to **Tag List**.\n* Click **Confirm**. A pop-up message will appear, asking you to confirm the action.\n + You are about to transfer the enquiry to {Staff or Tag Name}. If the assigned party does not pick up the enquiry, it will return to you to continue handling it.\n* Click **OK**.\n\nCINNOX will transfer the enquiry to the other staff member or Tag. If the enquiry transfer is successful, the visitor enquiry room will disappear from your Recent Connection list in your Workspace.\n\n**Otherwise, the enquiry will remain in your Recent Connection list to continue the conversation.**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tcdhPPfl\/009ab3510728be6ad977ce1968a0e3b9.gif)\n\n## How to do a Blind Transfer\n\n**To blind transfer a chat enquiry:**\n\n* On the chat room panel, click the vertical ellipsis **...** icon on the top-right corner, then click **Blind Enquiry**.\n + You may also click on the **Gear Settings Icon** in the Room Information panel, then click **Blind Transfer**.\n* On the pop-up window, select the staff member to transfer the enquiry.\n + You may also transfer the enquiry to a **Tag** by clicking on the tab at the top of the screen and switching from **Staff List** to **Tag List**.\n* Click **Confirm**. A pop-up message will appear, asking you to confirm the action.\n + You are about to transfer the enquiry to Elona Holmes.\n The enquiry will be transferred immediately. If the assigned party does not pick it up, it will become a **\"Missed Enquiry\"**. You cannot undo this action.\n* Click **OK**.\n\nCINNOX will transfer the enquiry to the other staff member or Tag. If the enquiry transfer is successful, the visitor enquiry room will disappear from your Recent Connection list in your Workspace.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tcdhPPfl\/fa50220e919241e761857a642bd09bd5.gif)\n\n**Otherwise, the enquiry will be listed in the Missed Enquiry List.**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tcdhPPfl\/eef294e116cacdcd60a722f4e3dd436a.png)\n\n## Accepting Enquiry Transfer\n\nThe other agent with a transferred enquiry will appear in their Enquiry Panel and Centre as another broadcast or direct enquiry.\n\n**To accept an enquiry transfer:**\n\n* Click on the enquiry icon that will appear in your Enquiry Panel.\n* In the enquiry chat room on your Workspace, you can see the name of the previous staff member who handled the enquiry and their last conversations with the visitor.\n* You may now continue the conversation with the visitor or customer.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/tcdhPPfl\/987da1652eb5e090a145d9ba84ecc7b6.png)","pure_content":"While assisting customers, there may be situations where their needs require the expertise of another staff agent. In such cases, you can transfer the ongoing chat enquiry seamlessly to a colleague who can better address the customer's concerns\n\n\ud83d\udc4d\nLet the customer know that they are about to be transferred to another agent. It should contain the reason behind the transfer to manage their expectation.\n\nTwo types of Chat Transfer\nLoopback Transfer\nA loopback transfer lets you quickly transfer an enquiry to another tag or staff agent. The transfer occurs instantly, ensuring efficient handling of the enquiry. If the assigned party does not pick it up, the enquiry will return to you for further handling.\nBlind Transfer\nA blind transfer lets you promptly transfer an enquiry directly to another tag or selected staff agent. The transfer occurs instantly, ensuring swift handling of the enquiry. If the assigned party does not pick it up, the enquiry will become a \"missed enquiry.\"\nHow to do a Loopback Transfer\nTo loopback transfer a chat enquiry:\n\nOn the chat room panel, click the vertical ellipsis ... icon on the top-right corner, then click on Loopback Enquiry.\n\nYou may also click on the Gear Settings Icon in the Room Information panel, then click on Loopback Transfer.\n\n\nOn the pop-up window, select the staff member to transfer the enquiry.\n\nYou may also transfer the enquiry to a Tag by clicking on the tab at the top of the screen and switching from Staff List to Tag List.\n\n\nClick Confirm. A pop-up message will appear, asking you to confirm the action.\n\nYou are about to transfer the enquiry to {Staff or Tag Name}. If the assigned party does not pick up the enquiry, it will return to you to continue handling it.\n\n\nClick OK.\n\nCINNOX will transfer the enquiry to the other staff member or Tag. If the enquiry transfer is successful, the visitor enquiry room will disappear from your Recent Connection list in your Workspace.\nOtherwise, the enquiry will remain in your Recent Connection list to continue the conversation.\n\nHow to do a Blind Transfer\nTo blind transfer a chat enquiry:\n\nOn the chat room panel, click the vertical ellipsis ... icon on the top-right corner, then click Blind Enquiry.\n\nYou may also click on the Gear Settings Icon in the Room Information panel, then click Blind Transfer.\n\n\nOn the pop-up window, select the staff member to transfer the enquiry.\n\nYou may also transfer the enquiry to a Tag by clicking on the tab at the top of the screen and switching from Staff List to Tag List.\n\n\nClick Confirm. A pop-up message will appear, asking you to confirm the action.\n\nYou are about to transfer the enquiry to Elona Holmes.\nThe enquiry will be transferred immediately. If the assigned party does not pick it up, it will become a \"Missed Enquiry\". You cannot undo this action.\n\n\nClick OK.\n\nCINNOX will transfer the enquiry to the other staff member or Tag. If the enquiry transfer is successful, the visitor enquiry room will disappear from your Recent Connection list in your Workspace.\n\nOtherwise, the enquiry will be listed in the Missed Enquiry List.\n\nAccepting Enquiry Transfer\nThe other agent with a transferred enquiry will appear in their Enquiry Panel and Centre as another broadcast or direct enquiry.\nTo accept an enquiry transfer:\n\nClick on the enquiry icon that will appear in your Enquiry Panel.\nIn the enquiry chat room on your Workspace, you can see the name of the previous staff member who handled the enquiry and their last conversations with the visitor.\nYou may now continue the conversation with the visitor or customer.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909490","update_time":"1765874686"},"pure_content":"While assisting customers, there may be situations where their needs require the expertise of another staff agent. In such cases, you can transfer the ongoing chat enquiry seamlessly to a colleague wh"},{"id":"672105","string_id":"jl7wHHjL","status":"1","parent_id":"671826","slug":"agent-follow-up-missed-inquiries","order":"16","name":"Follow Up on Missed Enquiries","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Follow Up on Missed Enquiries","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924485","add_time":"1764909487","update_time":"1765874817","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672105\", \"671826\", \"671820\"]","content":{"content_id":"672105","content":"Missed enquiries are calls and chats initiated by your visitors left unattended until they reach the waiting time limit.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/69411c287fb2a.png)\n\n\nEnquiry Centre > Missed Enquiry\n\nYou can further filter missed enquiries into the following:\n\n* All enquiries - the default display\n* With Voicemails only - only displays missed enquiries that contain voicemail messages from visitors and customers.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/69411c326db1d.png)\n\n\nFilter Missed Enquiry\n\nAnother way to view missed enquiries is through the [Enquiry Overview](\/docs\/inquiry-overview).\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/e3f7b95f9e4497e5bbd746f6f68d01a9.png)\n> \ud83d\udcd8\n>\n> **Staff with an agent role**: you can only access and follow up on missed enquiries associated with the channels your administrator has set you as a Destination end-point in your Enquiry Centre and Enquiry Overview.\n>\n> **Staff with a Supervisor role**: you can access and follow up on missed enquiries associated with the channels your staff members under you have set as Destination end-point by your administrator in the Enquiry Centre and Enquiry Overview.\n>\n> **Staff with an Administrator role**: you can access and follow up on all missed enquiries in your service.\n\n## Enquiry Details\n\nEach enquiry will have the following details:\n\n* Visitor information (name, visitor ID, or phone number)\n* Enquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)\n* Source (if from Tag, virtual number, or Social)\n* Date and time enquiry creation\n* Location\n* Language\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/a43dd07aeb374b1fde99cb77f60803d5.png)\n\nTo view the above details of an enquiry, click on it from the Missed Enquiries tab. CINNOX will display these details in a pop-up window.\n\n## Visitor Details\n\nIf the Visitor Forms (Pre-Chat Form and Offline Support Form) are enabled, the following details will also be available when you click on an enquiry detail:\n\n* First Name\n* Last Name\n* Email\n* Phone Number\n* Message (available in Offline Support Form only)\n\n## Follow Up on Missed Enquiries\n\nYou can follow up on a missed enquiry by clicking on it from the Enquiry Centre in the [Enquiry Overview](\/docs\/inquiry-overview). CINNOX will then create a room in your Workspace where you will handle the enquiry.\n\nWhen the visitor accepts to continue the enquiry with follow-up, it will move to the Handling section, and its status will change to **Followed-Up**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/69411c532b329.png)\n\n\nFollow up on a missed enquiry.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/69411c5b0292e.png)\n\n\nVisitor side - when an agent followed-up\n\nYou can see the visitor contact details in the chat room when you follow up.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/3b298bf8acc04a657ee89065b210652b.png)\n\nThere will be instances when you can no longer follow up on an enquiry because the visitor has already left. CINNOX will display a message that the visitor is not responding. You can try to follow up again or close the enquiry.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/jl7wHHjL\/69411c7c061ee.png)\n\n\nClosing a missed enquiry\n\nIn such instances, you may contact the visitor using the details they provided, if any.\n\nWe recommend enabling the Visitor Forms to ensure no visitor slips through the cracks. For more details, refer to the [Visitor Forms](\/docs\/visitor-forms) section of this Guide.","pure_content":"Missed enquiries are calls and chats initiated by your visitors left unattended until they reach the waiting time limit.\n\nEnquiry Centre > Missed Enquiry\nYou can further filter missed enquiries into the following:\n\nAll enquiries - the default display\nWith Voicemails only - only displays missed enquiries that contain voicemail messages from visitors and customers.\n\n\nFilter Missed Enquiry\nAnother way to view missed enquiries is through the Enquiry Overview.\n\n\n\ud83d\udcd8\nStaff with an agent role: you can only access and follow up on missed enquiries associated with the channels your administrator has set you as a Destination end-point in your Enquiry Centre and Enquiry Overview.\nStaff with a Supervisor role: you can access and follow up on missed enquiries associated with the channels your staff members under you have set as Destination end-point by your administrator in the Enquiry Centre and Enquiry Overview.\nStaff with an Administrator role: you can access and follow up on all missed enquiries in your service.\n\nEnquiry Details\nEach enquiry will have the following details:\n\nVisitor information (name, visitor ID, or phone number)\nEnquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)\nSource (if from Tag, virtual number, or Social)\nDate and time enquiry creation\nLocation\nLanguage\n\n\nTo view the above details of an enquiry, click on it from the Missed Enquiries tab. CINNOX will display these details in a pop-up window.\nVisitor Details\nIf the Visitor Forms (Pre-Chat Form and Offline Support Form) are enabled, the following details will also be available when you click on an enquiry detail:\n\nFirst Name\nLast Name\nEmail\nPhone Number\nMessage (available in Offline Support Form only)\n\nFollow Up on Missed Enquiries\nYou can follow up on a missed enquiry by clicking on it from the Enquiry Centre in the Enquiry Overview. CINNOX will then create a room in your Workspace where you will handle the enquiry.\nWhen the visitor accepts to continue the enquiry with follow-up, it will move to the Handling section, and its status will change to Followed-Up.\n\nFollow up on a missed enquiry.\n\nVisitor side - when an agent followed-up\nYou can see the visitor contact details in the chat room when you follow up.\n\nThere will be instances when you can no longer follow up on an enquiry because the visitor has already left. CINNOX will display a message that the visitor is not responding. You can try to follow up again or close the enquiry.\n\nClosing a missed enquiry\nIn such instances, you may contact the visitor using the details they provided, if any.\nWe recommend enabling the Visitor Forms to ensure no visitor slips through the cracks. For more details, refer to the Visitor Forms section of this Guide.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909489","update_time":"1765874817"},"pure_content":"Missed enquiries are calls and chats initiated by your visitors left unattended until they reach the waiting time limit.\n\nEnquiry Centre > Missed Enquiry\nYou can further filter missed enquiries into t"},{"id":"672101","string_id":"e0KAawOF","status":"1","parent_id":"671826","slug":"terminating-the-inquiry","order":"15","name":"Closing an Enquiry","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Closing an Enquiry","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924501","add_time":"1764909487","update_time":"1765874919","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672101\", \"671826\", \"671820\"]","content":{"content_id":"672101","content":"An enquiry can be closed when the visitors' questions or concerns have been answered or resolved by agents. When an enquiry is closed, conversations between the visitor and the agent are terminated immediately.\n\nUntil you or your visitor closes the enquiry, the chat room where you have conversations will stay in the Recent Chats of your [Workspace - Utility Panel](\/docs\/workspace).\n\n### Visitor closes the enquiry\n\nWhen a visitor closes an enquiry, a notification will pop up on your Workspace, telling you that the enquiry has ended.\n\n* Click on **OK**. The enquiry's status will change from *Ongoing* or *Followed-Up* to *Closed*.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/e0KAawOF\/69411ca794464.png)\n\n\nThe visitor closes the enquiry\n\n### Staff closes the enquiry\n\nTo close an enquiry from your Workspace:\n\n* Click on **More(...)** inside a chat room, then select **Close Enquiry**. A pop-up message will appear, asking you to confirm the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/e0KAawOF\/69411cbf811ba.jpg)\n\n\nStaff closes the enquiry\n\n* Click on **Confirm**. The enquiry's status will change from *Ongoing* or *Followed-Up* to *Closed*.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/e0KAawOF\/69411cc86f88f.jpg)\n\nStaff closes the enquiry\n\n### The system closes the enquiry\n\nThe system will send the auto close notification when the chat room doesn't have a new chat or email message after the set day and time.\n\nFor details on configuring the day and time for sending the auto-close notification, please refer to the section [Managing Auto Close Enquiry](\/docs\/auto-close-enquiry#the-system-will-close-the-enquiries-when-notification-has-been-sent-after).\n\n### How do visitors resume the conversation after that enquiry has been closed?\n\nAfter staff or the system closes the enquiry, the \"Still have questions\" button appears in the visitor's chatroom. When visitors have questions, they can click this button, and the enquiry will resume. This button has already been introduced to the chatroom via the Web link or Widget.\n\nThe image below shows the button \"Still have questions\" in the chatroom.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/e0KAawOF\/69411ce17732a.jpg)\n\n\nThe button in the widget chatroom\n\n### Closed Enquiries\n\nCINNOX archives closed enquiries in the Enquiry Overview. Please refer to this Guide's [Enquiry Overview](\/docs\/inquiry-overview) section for more details.","pure_content":"An enquiry can be closed when the visitors' questions or concerns have been answered or resolved by agents. When an enquiry is closed, conversations between the visitor and the agent are terminated immediately.\nUntil you or your visitor closes the enquiry, the chat room where you have conversations will stay in the Recent Chats of your Workspace - Utility Panel.\nVisitor closes the enquiry\nWhen a visitor closes an enquiry, a notification will pop up on your Workspace, telling you that the enquiry has ended.\n\nClick on OK. The enquiry's status will change from Ongoing or Followed-Up to Closed.\n\n\nThe visitor closes the enquiry\nStaff closes the enquiry\nTo close an enquiry from your Workspace:\n\nClick on More(...) inside a chat room, then select Close Enquiry. A pop-up message will appear, asking you to confirm the action.\n\n\nStaff closes the enquiry\n\nClick on Confirm. The enquiry's status will change from Ongoing or Followed-Up to Closed.\n\n\nStaff closes the enquiry\nThe system closes the enquiry\nThe system will send the auto close notification when the chat room doesn't have a new chat or email message after the set day and time.\nFor details on configuring the day and time for sending the auto-close notification, please refer to the section Managing Auto Close Enquiry.\nHow do visitors resume the conversation after that enquiry has been closed?\nAfter staff or the system closes the enquiry, the \"Still have questions\" button appears in the visitor's chatroom. When visitors have questions, they can click this button, and the enquiry will resume. This button has already been introduced to the chatroom via the Web link or Widget.\nThe image below shows the button \"Still have questions\" in the chatroom.\n\nThe button in the widget chatroom\nClosed Enquiries\nCINNOX archives closed enquiries in the Enquiry Overview. Please refer to this Guide's Enquiry Overview section for more details.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909488","update_time":"1765874919"},"pure_content":"An enquiry can be closed when the visitors' questions or concerns have been answered or resolved by agents. When an enquiry is closed, conversations between the visitor and the agent are terminated im"},{"id":"672096","string_id":"1D0xZmlp","status":"1","parent_id":"671826","slug":"monitoring","order":"14","name":"Monitoring","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Monitoring","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924514","add_time":"1764909486","update_time":"1765874929","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672096\", \"671826\", \"671820\"]","content":{"content_id":"672096","content":"This guide provides an overview of the monitoring capabilities, designed to enhance your understanding of customer enquiries and handling and improve your decision-making process. The monitoring is divided into two main tabs: Enquiries and Queues.\n\n## Enquiries\n\nThe Enquiries tab allows you to view and monitor enquiries organised into four columns, each representing a different status of an enquiry:\n\n* Open: This column displays enquiries that are currently open and available for staff members to handle.\n* Handling: This column shows the enquiries that staff members are currently addressing.\n* Missed: This column lists the enquiries that have not been handled and can be followed up on.\n* Closed: This column presents the resolved enquiries, marking the conversation's end.\n\nRefer to [Enquiries Monitoring](\/docs\/inquiry-overview) for more details.\n\n## Queue\n\nThe Queue Monitoring Page is a real-time tool designed to track enquiries for the queue. It enhances efficiency and productivity by:\n\n* Showing agent availability, which facilitates resource allocation and prompt handling of enquiries.\n* Offering transparency in the enquiry process helps identify and rectify bottlenecks.\n* Supporting various distribution methods, providing flexibility to adapt to different scenarios for efficient enquiry handling.\n\nRefer to [Queue Monitoring](\/docs\/queue-monitoring) for more details.\n\nNavigating these tabs can help you gain valuable insights and enhance customer service and experience.","pure_content":"This guide provides an overview of the monitoring capabilities, designed to enhance your understanding of customer enquiries and handling and improve your decision-making process. The monitoring is divided into two main tabs: Enquiries and Queues.\nEnquiries\nThe Enquiries tab allows you to view and monitor enquiries organised into four columns, each representing a different status of an enquiry:\n\nOpen: This column displays enquiries that are currently open and available for staff members to handle.\nHandling: This column shows the enquiries that staff members are currently addressing.\nMissed: This column lists the enquiries that have not been handled and can be followed up on.\nClosed: This column presents the resolved enquiries, marking the conversation's end.\n\nRefer to Enquiries Monitoring for more details.\nQueue\nThe Queue Monitoring Page is a real-time tool designed to track enquiries for the queue. It enhances efficiency and productivity by:\n\nShowing agent availability, which facilitates resource allocation and prompt handling of enquiries.\nOffering transparency in the enquiry process helps identify and rectify bottlenecks.\nSupporting various distribution methods, providing flexibility to adapt to different scenarios for efficient enquiry handling.\n\nRefer to Queue Monitoring for more details.\nNavigating these tabs can help you gain valuable insights and enhance customer service and experience.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909486","update_time":"1765874929"},"pure_content":"This guide provides an overview of the monitoring capabilities, designed to enhance your understanding of customer enquiries and handling and improve your decision-making process. The monitoring is di"},{"id":"672115","string_id":"PYNFHQAm","status":"1","parent_id":"671826","slug":"inquiry-overview-","order":"13","name":"Enquiries Monitoring (aka Enquiry Overview)","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Enquiries Monitoring (aka Enquiry Overview)","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924529","add_time":"1764909489","update_time":"1765875054","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672115\", \"671826\", \"671820\"]","content":{"content_id":"672115","content":"CINNOX staff members (agents) can get a quick snapshot of their service enquiries through the Enquiries Monitoring section. It has four columns that display enquiries according to the following statuses:\n\n* **Open**: This section displays enquiries in the queue, which the staff members can pick up from here.\n* **Handling**: This section displays ongoing and followed-up enquiries currently handled by the Staff members.\n* **Missed**: This section displays unanswered enquiries to respective staff members belonging to the Routing and Destination Endpoint.\n* **Closed**: This section displays enquiries resolved by the visitor or the Staff member by closing the enquiry room and ending the conversation.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/de36d2da0a615c0d77f265c247dd55b8.png)\n\nTo learn more about the flow of CINNOX enquiries and their different statuses, refer to the [Enquiries in CINNOX](\/docs\/admin-CINNOX-inquiries) section of this Guide.\n\n> \ud83d\udcd8\n>\n> Staff can access the Enquiry Overview and [Monitor and Take Action](\/docs\/monitor-chat-enquiry-and-take-action) (view, transfer, join, or take over an enquiry) depending on their roles and permissions and if they belong to the Routing Destination of the Channel Enquiry.\n\n## Visitor and Enquiry Details\n\nEnquiry details vary depending on the channel in which the visitors raise or send their enquiries.\n\nWhen you click on an enquiry, a pop-up window will display any of the details below.\n\n#### From a Web Widget, Weblinks, and QR codes\n\n**Visitor Forms disabled**\nIf the Visitor Forms (Pre-Chat Form and Offline Support Form) are disabled, only the Enquiry Details will be available:\n\n* Visitor ID (composed of the visitor's country\/territory, the platform used to enquire, and the last three digits of their IP address)\n* Enquiry ID\n* Enquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)\n* Channel (if from Widget\/Directory, Weblink, or QR code)\n* Channel Details\n* Platform\n* Location\n* Language\n* Enquiry Initiate Time\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/7e8fd505678ede8c17ca1005e4cf47d1.png)\n\n**When the Visitor Form is enabled**\n\nIf the Visitor Forms (Pre-Chat Form or Offline Support Form or both) are enabled, there will be a new section called **Visitor Details** that may contain the following, depending on how the forms were set and how the visitor fills them out:\n\n* First Name\n* Last Name\n* Email\n* Phone\n* Company Name\n* Job Title\n* Department\n* Message (available in Offline Support Form only)\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/cee81714dde58e6ea0a166d8ac46bdd5.png)\n\n#### From Virtual Number\n\nVisitors who dial a virtual (toll-free or local) number will have the following Enquiry details:\n\n* Visitor ID (composed of the visitor's country\/territory and phone number)\n* Voicemail message (if Voicemail is enabled)\n* Enquiry ID\n* Enquiry Type\n* Channel\n* Channel Details\n* Platform\n* Location\n* Language\n* Enquiry Initiate Time\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/69411d0ec5748.png)\n\n\nVirtual Number Enquiry Details\n\n#### From Social\n\nVisitors who send a message from Facebook Messenger, WeChat, WhatsApp, LINE and WOZTELL will have the following Enquiry Details:\n\n* Visitor Name\n* Enquiry ID\n* Enquiry Type\n* Channel\n* Channel Details\n* Platform\n* Location\n* Language\n* Enquiry Initiate Time\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/69411d245a17a.png)\n\n\nSocial Enquiry Details\n\n#### From Email\n\nCustomers who send an email to an email channel will have the following Enquiry Details:\n\n* Customer Name\n* Email Address\n* Email Subject\n* Enquiry ID\n* Enquiry Type\n* Channel Name\n* Channel Details\n* Platform\n* Enquiry Initiate Time\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/961c2d9cce2792d114f1dbcc4988ac5a.png)\n\n#### From Third Party\n\nVisitors who send a message from your Third Party Channel have the following Enquiry Details:\n\n* Visitor Name\n* Enquiry ID\n* Enquiry Type\n* Channel\n* Channel Details\n* Platform\n* Location\n* Language\n* Enquiry Initiate Time\n\n## Aggregated Enquiries\n\nMultiple missed enquiries from the same visitor will be aggregated into the visitor's enquiry list.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/69411d4959c6d.png)\n\nAggregated Missed Enquiry\n\n## Following up on Missed Enquiries\n\n* An Admin or staff member can view and select missed enquiries from the Enquiry Overview and follow up by clicking the **Follow Up** button at the bottom of the pop-up window.\n* Clicking the button will redirect you to your Workspace and create a room to handle the enquiry. The enquiry moved to the **Handling** section, and its status changed to *Followed-Up*.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/f48da600f06d3191618809a0942b3025.png)\n\n## Closing Missed Enquiries in Bulk\n\nYou can close missed enquiries in bulk instead of one by one. This is useful when you have a large number of spam enquiries that you must close in one go.\n\n* Click **More (...)** and **Bulk Close**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/a0baac6df21557b358c5f6e05606f936.jpg)\n\n* You can select the missed enquiries you need to close or tick the box on the left side of the pop-up to set all enquiries you need to delete.\n* Click **Confirm**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/cf071b8439f0df3034f3d98f7a2c8b07.jpg)\n\n* Click **Confirm** in the pop-up message.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/603118b9a94d78a339232d9bad741d4c.jpg)\n\n* The missed enquiries closed in bulk will be moved to the closed enquiry column.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/a02eb22d9adeec0a9d06b4e57ae7da2c.jpg)\n\n## Closed Enquiries\n\nCINNOX archives closed enquiries in the Enquiry Overview.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/69411d638a19c.png)\n\n\nClosed Enquiry archive\n\nYou can click on a closed enquiry to view the conversation history between the visitor and the Staff member(s), as well as the following details typically found in the Visitor Enquiry Room of a Staff member's Workspace:\n\n* Enquiry Information\n* Visitor Information\n* Device Information\n* UTM Information - refer to the [UTM Information](\/docs\/chatroom#utm-information) section of this Guide.\n* Destination Information\n* Visitor Journey\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/0191f8c733fb7f82c8199432fc3d60d3.jpg)\n\nThese types of information let you save the visitor's contact details or review and appraise a Staff member's performance for quality assurance, training, and other business-related purposes.\n\nFor more information on the Visitor Enquiry Room, refer to the [Workspace](\/docs\/workspace) section of this Guide.\n\n## Quick Filters and Filter By\n\n### Quick Filters\n\n* **Only My Enquiry**: To view only the enquiries related to you.\n* **Only Bot**: To view the enquiries handled by the Bot.\n* **My Team**: This is for the admin and supervisor to view the enquiries related to their team members.\n\n### Filter By\n\nYou can select enquiries to filter - by All or Status (Open, Handling, Missed, Closed).\n\nAlso, filter the enquiries that match the following:\n\n| Filter Name | Description |\n| --- | --- |\n| Search Staff Name \/ Case ID | Enter the name of the staff member who handled enquiries or the Case ID. |\n| Enquiry Origin | Select the origin of the enquiry, such as **All Enquiry Origins**(Default), **General Enquiry**, **Campaign (WhatsApp)** or **Campaign (SMS)**. |\n| Channel Type | Select the preferred Channel Type, such as **All Channel Types** (Default), **Directory**, **Web link**, **Virtual Number**, **Email**, **Third Party Channel**, **Messager**, **WhatsApp**, **WeChat**, **LINE** or **WOZTELL**. |\n| Channel Name \/ Number | Select the Channel Name or Number created according to the channel type selected. All Channels are the default. |\n| Destination | * **Destination Type**: Select your required destination type, such as **All Destination Types**, **Staff**, **PSTN Phone**, **SIP Trunk** or **Chatbot**. * **Last Handled Destination Name**: Select the destination service group that handles enquiries. You can also select **All Destination Names** (Default), including bot names, to show enquiries dealt with by all destinations. * **Last Handled Destination Endpoint**: Select the last destination endpoint that handled enquiries. You can also select **All Destinations Endpoints** (Default) to show enquiries dealt with by all destination endpoints.**Note**: As an agent, you cannot view other staff members handling enquiries except for the Bot. |\n| Duration | Please select the period of the enquiry, such as **More than 10 Minutes**, **More than 30 Minutes**, **More than 1 Day**, or **Custom** (Select your required days, hours, or minutes). |\n| Created Date & Time | Select the enquiry created date & time - today, yesterday, last few days or all. |\n| Staff Team | Select a specific staff team that handles enquiries. All Staff Teams is the default. |\n| Enquiry Label | Select criteria for enquiries with labels, with options including: * **Matches any labels (Default)** * **Match all labels** Selecting specific labels to match the chosen option is optional. |\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/43ad262e58471c4bef3a959c2b8314df.png)\n\n* Click **Apply** to process the filter request, or click **Clear** to reset the filter made.\n\n## Sort Enquiries\n\n### Sort Open & Handling Enquiries\n\nYou can sort open (new) and handled enquiries into the following:\n\n* Latest updated time (default)\n* Newest created time\n* Older created time\n* Longest duration\n* Shortest duration\n* Longest idle time\n* Shortest idle time\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/9ba4a9d404aa71b51495116a84acea72.jpg)\n\n### Sort Missed Enquiries\n\nYou can sort enquiries that are missed into the following:\n\n* Latest updated time (default)\n* Newest created time\n* Older created time\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/4065f6c25af469e25f90c4ab00969a75.jpg)\n\n### Sort Closed Enquiries\n\nYou can sort enquiries that are closed into the following:\n\n* Latest updated time (default)\n* Newest created time\n* Older created time\n* Longest duration\n* Shortest duration\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/PYNFHQAm\/351ee20cdde8ba808f968340172ea666.jpg)","pure_content":"CINNOX staff members (agents) can get a quick snapshot of their service enquiries through the Enquiries Monitoring section. It has four columns that display enquiries according to the following statuses:\n\n\nOpen: This section displays enquiries in the queue, which the staff members can pick up from here.\n\nHandling: This section displays ongoing and followed-up enquiries currently handled by the Staff members.\n\nMissed: This section displays unanswered enquiries to respective staff members belonging to the Routing and Destination Endpoint.\n\nClosed: This section displays enquiries resolved by the visitor or the Staff member by closing the enquiry room and ending the conversation.\n\n\nTo learn more about the flow of CINNOX enquiries and their different statuses, refer to the Enquiries in CINNOX section of this Guide.\n\n\ud83d\udcd8\nStaff can access the Enquiry Overview and Monitor and Take Action (view, transfer, join, or take over an enquiry) depending on their roles and permissions and if they belong to the Routing Destination of the Channel Enquiry.\n\nVisitor and Enquiry Details\nEnquiry details vary depending on the channel in which the visitors raise or send their enquiries.\nWhen you click on an enquiry, a pop-up window will display any of the details below.\nFrom a Web Widget, Weblinks, and QR codes\nVisitor Forms disabled\nIf the Visitor Forms (Pre-Chat Form and Offline Support Form) are disabled, only the Enquiry Details will be available:\n\nVisitor ID (composed of the visitor's country\/territory, the platform used to enquire, and the last three digits of their IP address)\nEnquiry ID\nEnquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)\nChannel (if from Widget\/Directory, Weblink, or QR code)\nChannel Details\nPlatform\nLocation\nLanguage\nEnquiry Initiate Time\n\n\nWhen the Visitor Form is enabled\nIf the Visitor Forms (Pre-Chat Form or Offline Support Form or both) are enabled, there will be a new section called Visitor Details that may contain the following, depending on how the forms were set and how the visitor fills them out:\n\nFirst Name\nLast Name\nEmail\nPhone\nCompany Name\nJob Title\nDepartment\nMessage (available in Offline Support Form only)\n\n\nFrom Virtual Number\nVisitors who dial a virtual (toll-free or local) number will have the following Enquiry details:\n\nVisitor ID (composed of the visitor's country\/territory and phone number)\nVoicemail message (if Voicemail is enabled)\nEnquiry ID\nEnquiry Type\nChannel\nChannel Details\nPlatform\nLocation\nLanguage\nEnquiry Initiate Time\n\n\nVirtual Number Enquiry Details\nFrom Social\nVisitors who send a message from Facebook Messenger, WeChat, WhatsApp, LINE and WOZTELL will have the following Enquiry Details:\n\nVisitor Name\nEnquiry ID\nEnquiry Type\nChannel\nChannel Details\nPlatform\nLocation\nLanguage\nEnquiry Initiate Time\n\n\nSocial Enquiry Details\nFrom Email\nCustomers who send an email to an email channel will have the following Enquiry Details:\n\nCustomer Name\nEmail Address\nEmail Subject\nEnquiry ID\nEnquiry Type\nChannel Name\nChannel Details\nPlatform\nEnquiry Initiate Time\n\n\nFrom Third Party\nVisitors who send a message from your Third Party Channel have the following Enquiry Details:\n\nVisitor Name\nEnquiry ID\nEnquiry Type\nChannel\nChannel Details\nPlatform\nLocation\nLanguage\nEnquiry Initiate Time\n\nAggregated Enquiries\nMultiple missed enquiries from the same visitor will be aggregated into the visitor's enquiry list.\n\nAggregated Missed Enquiry\nFollowing up on Missed Enquiries\n\nAn Admin or staff member can view and select missed enquiries from the Enquiry Overview and follow up by clicking the Follow Up button at the bottom of the pop-up window.\nClicking the button will redirect you to your Workspace and create a room to handle the enquiry. The enquiry moved to the Handling section, and its status changed to Followed-Up.\n\n\nClosing Missed Enquiries in Bulk\nYou can close missed enquiries in bulk instead of one by one. This is useful when you have a large number of spam enquiries that you must close in one go.\n\nClick More (...) and Bulk Close.\n\n\n\nYou can select the missed enquiries you need to close or tick the box on the left side of the pop-up to set all enquiries you need to delete.\nClick Confirm\n\n\n\n\nClick Confirm in the pop-up message.\n\n\n\nThe missed enquiries closed in bulk will be moved to the closed enquiry column.\n\n\nClosed Enquiries\nCINNOX archives closed enquiries in the Enquiry Overview.\n\nClosed Enquiry archive\nYou can click on a closed enquiry to view the conversation history between the visitor and the Staff member(s), as well as the following details typically found in the Visitor Enquiry Room of a Staff member's Workspace:\n\nEnquiry Information\nVisitor Information\nDevice Information\nUTM Information - refer to the UTM Information section of this Guide.\nDestination Information\nVisitor Journey\n\n\nThese types of information let you save the visitor's contact details or review and appraise a Staff member's performance for quality assurance, training, and other business-related purposes.\nFor more information on the Visitor Enquiry Room, refer to the Workspace section of this Guide.\nQuick Filters and Filter By\nQuick Filters\n\n\nOnly My Enquiry: To view only the enquiries related to you.\n\nOnly Bot: To view the enquiries handled by the Bot.\n\nMy Team: This is for the admin and supervisor to view the enquiries related to their team members.\n\nFilter By\nYou can select enquiries to filter - by All or Status (Open, Handling, Missed, Closed).\nAlso, filter the enquiries that match the following:\n\n\n\n Filter Name\n Description\n\n\n\n\n Search Staff Name \/ Case ID\n Enter the name of the staff member who handled enquiries or the Case ID.\n\n\n Enquiry Origin\n Select the origin of the enquiry, such as All Enquiry Origins(Default), General Enquiry, Campaign (WhatsApp) or Campaign (SMS).\n\n\n Channel Type\n Select the preferred Channel Type, such as All Channel Types (Default), Directory, Web link, Virtual Number, Email, Third Party Channel, Messager, WhatsApp, WeChat, LINE or WOZTELL.\n\n\n Channel Name \/ Number\n Select the Channel Name or Number created according to the channel type selected. All Channels are the default.\n\n\n Destination\n * Destination Type: Select your required destination type, such as All Destination Types, Staff, PSTN Phone, SIP Trunk or Chatbot. * Last Handled Destination Name: Select the destination service group that handles enquiries. You can also select All Destination Names (Default), including bot names, to show enquiries dealt with by all destinations. * Last Handled Destination Endpoint: Select the last destination endpoint that handled enquiries. You can also select All Destinations Endpoints (Default) to show enquiries dealt with by all destination endpoints.Note: As an agent, you cannot view other staff members handling enquiries except for the Bot.\n\n\n Duration\n Please select the period of the enquiry, such as More than 10 Minutes, More than 30 Minutes, More than 1 Day, or Custom (Select your required days, hours, or minutes).\n\n\n Created Date & Time\n Select the enquiry created date & time - today, yesterday, last few days or all.\n\n\n Staff Team\n Select a specific staff team that handles enquiries. All Staff Teams is the default.\n\n\n Enquiry Label\n Select criteria for enquiries with labels, with options including: * Matches any labels (Default) * Match all labels Selecting specific labels to match the chosen option is optional.\n\n\n\n\n\nClick Apply to process the filter request, or click Clear to reset the filter made.\n\nSort Enquiries\nSort Open & Handling Enquiries\nYou can sort open (new) and handled enquiries into the following:\n\nLatest updated time (default)\nNewest created time\nOlder created time\nLongest duration\nShortest duration\nLongest idle time\nShortest idle time\n\n\nSort Missed Enquiries\nYou can sort enquiries that are missed into the following:\n\nLatest updated time (default)\nNewest created time\nOlder created time\n\n\nSort Closed Enquiries\nYou can sort enquiries that are closed into the following:\n\nLatest updated time (default)\nNewest created time\nOlder created time\nLongest duration\nShortest duration","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909490","update_time":"1765875054"},"pure_content":"CINNOX staff members (agents) can get a quick snapshot of their service enquiries through the Enquiries Monitoring section. It has four columns that display enquiries according to the following status"},{"id":"672100","string_id":"NEa0CuyT","status":"1","parent_id":"671826","slug":"queue-monitoring","order":"11","name":"Queue Monitoring","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Queue Monitoring","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924543","add_time":"1764909486","update_time":"1765875201","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672100\", \"671826\", \"671820\"]","content":{"content_id":"672100","content":"The Queue Monitoring Page is a real-time tool for tracking customer enquiries. It boosts efficiency and productivity by displaying enquiry status, aiding in workload planning. It facilitates resource allocation by showing agent availability and promptly handling enquiries. The page offers transparency in the enquiry process, helping to identify and rectify bottlenecks. It supports various distribution methods, providing flexibility to adapt to different scenarios for efficient enquiry handling.\n\n| Column Name | Description |\n| --- | --- |\n| Queue Name | Display the name of the Queue that is used in the enquiry routing. |\n| Distribution Method | Display ACD method being used to distribute enquiries to agents (e.g., Simultaneous, Most Idle or Round Robin) |\n| Enquiry Hunting Time | Display the enquiries on each Queue to understand the volume of incoming requests. |\n| Enquiry in the Queue | Display the number of enquiries currently routed on the hunting\/ringing stage with the agents to pick up the enquiry. |\n| Enquiry on Hunting | Display the waiting time of the next enquiry to be routed from the timestamp. Waiting time = Current Time - startHuntingTimestamp |\n| Assigned Agents | Display the total agents assigned (added) to the Queue to handle enquiries. |\n| Available Agents | Display the number of agents currently available to take enquiries. These agents are ready to take the next enquiry. |\n| Unavailable Agents | Display the number of agents who are currently unable to take enquiries. These agents could be offline, busy, or already on a call. |\n| Assigned SIP Trunk | Display the total SIP Trunk assigned (added) to the Queue. |\n| Assigned PSTN Phone | Display the total PSTN Phones assigned (added) to the Queue. |\n| Handled Enquiries (last 12 hrs) | Display the number of enquiries handled in the last 12 hours. These enquiries were initially in the Queue but have since been picked up by the agents. |\n\n## Viewing the Queue Monitoring\n\nTo access the Queue Monitoring:\n\n* Login to your CINNOX Web Dashboard\n* Navigate to **Monitoring** > **Queues**\n* When you click \"Enquiry in the Queue\" and \"Enquiry on Hunting\", you will be redirected to the **Enquiries Tab - Open Section** with the enquiries associated with the Queue.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/NEa0CuyT\/f2343e84ad89c27846e2f1a64ee17285.png)\n> \ud83d\udcd8\n>\n> ### Notice\n>\n> The access and use of Queue (its Settings Page, Monitoring and Report) comes together with the use of the [Advanced Routing Flow](\/docs\/advanced-routing-settings) which is currently availale to the Virtual Number Channel.\n>\n> Please check with your Account Manager or Customer Service for more details.","pure_content":"The Queue Monitoring Page is a real-time tool for tracking customer enquiries. It boosts efficiency and productivity by displaying enquiry status, aiding in workload planning. It facilitates resource allocation by showing agent availability and promptly handling enquiries. The page offers transparency in the enquiry process, helping to identify and rectify bottlenecks. It supports various distribution methods, providing flexibility to adapt to different scenarios for efficient enquiry handling.\n\n\n\n Column Name\n Description\n\n\n\n\n Queue Name\n Display the name of the Queue that is used in the enquiry routing.\n\n\n Distribution Method\n Display ACD method being used to distribute enquiries to agents (e.g., Simultaneous, Most Idle or Round Robin)\n\n\n Enquiry Hunting Time\n Display the enquiries on each Queue to understand the volume of incoming requests.\n\n\n Enquiry in the Queue\n Display the number of enquiries currently routed on the hunting\/ringing stage with the agents to pick up the enquiry.\n\n\n Enquiry on Hunting\n Display the waiting time of the next enquiry to be routed from the timestamp. Waiting time = Current Time - startHuntingTimestamp\n\n\n Assigned Agents\n Display the total agents assigned (added) to the Queue to handle enquiries.\n\n\n Available Agents\n Display the number of agents currently available to take enquiries. These agents are ready to take the next enquiry.\n\n\n Unavailable Agents\n Display the number of agents who are currently unable to take enquiries. These agents could be offline, busy, or already on a call.\n\n\n Assigned SIP Trunk\n Display the total SIP Trunk assigned (added) to the Queue.\n\n\n Assigned PSTN Phone\n Display the total PSTN Phones assigned (added) to the Queue.\n\n\n Handled Enquiries (last 12 hrs)\n Display the number of enquiries handled in the last 12 hours. These enquiries were initially in the Queue but have since been picked up by the agents.\n\n\n\nViewing the Queue Monitoring\nTo access the Queue Monitoring:\n\nLogin to your CINNOX Web Dashboard\nNavigate to Monitoring > Queues\n\nWhen you click \"Enquiry in the Queue\" and \"Enquiry on Hunting\", you will be redirected to the Enquiries Tab - Open Section with the enquiries associated with the Queue.\n\n\n\n\ud83d\udcd8\nNotice\nThe access and use of Queue (its Settings Page, Monitoring and Report) comes together with the use of the Advanced Routing Flow which is currently availale to the Virtual Number Channel.\nPlease check with your Account Manager or Customer Service for more details.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909487","update_time":"1765875201"},"pure_content":"The Queue Monitoring Page is a real-time tool for tracking customer enquiries. It boosts efficiency and productivity by displaying enquiry status, aiding in workload planning. It facilitates resource"},{"id":"672108","string_id":"4fY8FIAg","status":"1","parent_id":"671826","slug":"agent-contacts","order":"9","name":"Contacts","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Contacts","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924568","add_time":"1764909487","update_time":"1765875477","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672108\", \"671826\", \"671820\"]","content":{"content_id":"672108","content":"CINNOX lets you store and find information about people inside and outside your organisation, such as names, email addresses, and phone numbers.\n\n> \ud83d\udc4d\n>\n> ### External Contacts vs Contacts\n>\n> Regarding managing people outside your organisation, External Contacts and Contacts have the same features and functionalities.\n>\n> However, when uploading, downloading, editing, or deleting external contacts in bulk, we recommend using External Contact Management in your Dashboard - Contacts Management menu.\n>\n> Meanwhile, the Contacts in your Workspace (Dashboard and App) are best for adding, searching, editing, removing individual contacts, making calls or sending an SMS text to them.\n>\n> You can view your contacts by category (e.g., External Contacts, Internal Contacts) and keep their information up-to-date.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/a0d5e11bd96c4c739029a7cb7410ece8.jpg)\n\n## Search Contacts\n\nYou can search for internal (Staff) or external contacts by typing their name in your Utility panel's **search bar**.\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/69411ea5d9dcc.jpg)\n\n\nSearch Contact\n\n## Internal (Staff) Contact List\n\nThe Staff Contacts List displays the following details of your fellow staff members or colleagues:\n\n* Profile image\/avatar\n* Staff name\n* Extension number\n* Availability Status\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/69411eb6e2382.jpg)\n\n\nStaff Contact List\n\nClicking on a staff member's name or avatar will display the following detailed information:\n\n* Profile avatar\n* Staff name\n* Phone Number\n* Email Address\n* Role\n* Department\n* Job Title\n* Time Zone\n* Extension Number\n\nYou can directly make a call (video call, audio, phone number) or send a chat or SMS when the staff phone number is available.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/69411ec8b5fbc.jpg)\n\n\nInternal (Staff) Contact Details\n\n## External Contact List\n\nThe External Contact List lets you store, manage, and share information about people outside your organisation, such as leads, prospects, and customers.\n\nYou can add new contacts, search, edit, and remove details from your external contacts.\n\n> \ud83d\udcd8\n>\n> ### Reminder\n>\n> * **Please note that all agents can access external contacts, and are allowed to edit, delete and merge external contacts, regardless of who created them.**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/69411edf254f0.jpg)\n\n\nExternal Contact List\n\nYou can make an outgoing off-net call or send an SMS when the external contact phone number is available.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/69411ee77662e.jpg)\n\n\nExternal Contact Details\n\n### Creating New External Contacts\n\n**To create an external contact:**\n\n* Go to **Workspace > Contacts** from the navigation menu, then click the \u2795 icon at the bottom of the page.\n* On the **Create Contact** page that will be displayed on the **Type** dropdown list, select any of the following values:\n\n + Lead (default selection)\n + Prospect\n + Customer\n + Other\n* Fill out or select the appropriate values for the following fields:\n\n + First Name\n + Last Name\n + Country Code\n + Mobile number\n + Email address\n* Click the **Contact Label** dropdown list to select the suitable contact label.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/7ad64512741655b779656cf72ace9961.jpg)\n\n* Select **Save and create new** to save the entered details and create a new Contact without leaving the screen.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/e002c1c385bc221ba573e4ef87966701.jpg)\n\n* To view and fill out additional contact details, click on **More Details**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/fda80163fcb60230a6da4321e29a17e7.jpg)\n\nThe window will display the following:\n\n* **Personal Information**\n\n + First Name\n + Last Name\n + Type\n + Level\n + Company\n + Job Title\n + Department\n + Birth Date (in MM\/DD\/YYYY format)\n + Language (select from the dropdown list)\n - English\n - Japanese\n - Simplified Chinese\n - Traditional Chinese\n + Group\n* **Phone number**\n\n + Mobile\n + Work\n + Home\n + Other\n* **Email address**\n\n + Work\n + Personal\n + Others\n* **Mailing Address**\n\n + Zip Code\n + Street\n + City\n + State\n + Country\n* **Social Messaging**\n\n + Messenger\n + WhatsApp\n + WeChat\n + LINE\n + Twitter\n + LinkedIn\n + WOZTELL (WhatsApp Cloud)\n + WOZTELL (Facebook)\n + WOZTELL (Instagram)\n* Fill out the custom fields if required.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/b3efdbc9525d1705fb8bf8317f3b797c.jpg)\n\n* Click on **Create**. The newly created external contact has been added to your External Contacts List.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/71e42d216695b3dfd2085314e6cd1a17.jpg)\n\n### Adding Notes to Contact\n\nAdding notes to contact is a simple way to inform your group about something important.\n\nYou can add, view\/edit notes to your contacts anytime.\n\nTo add a note to contact:\n\n* Find the name of a contact and open its **Profile**.\n* Click the **Add New Note** button located after the personal information of the contact; the **Add New Note** pop-up window will display\n* Add your note.\n* Click **Add** to save the note\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/4fY8FIAg\/69411f0a397f9.jpg)\n\n\nAdding a note to a contact\n\n### More about External Contacts\n\nManage your External Contacts with the following features:\n\n* [Import bulk contacts](\/docs\/admin-external-contacts-management#importing-contacts)\n* [Export bulk contacts](\/docs\/admin-external-contacts-management#export-external-contact)\n* [Merge existing contacts](\/docs\/admin-external-contacts-management#merging-external-contacts)\n* [Edit a contact](\/docs\/admin-external-contacts-management#editing-external-contact-profile)\n* [Delete a contact](\/docs\/admin-external-contacts-management#deleting-external-contacts)\n\nPlease refer to our [External Contacts Management](\/docs\/admin-external-contacts-management#external-contact-details) section of this Guide.","pure_content":"CINNOX lets you store and find information about people inside and outside your organisation, such as names, email addresses, and phone numbers.\n\n\ud83d\udc4d\nExternal Contacts vs Contacts\nRegarding managing people outside your organisation, External Contacts and Contacts have the same features and functionalities.\nHowever, when uploading, downloading, editing, or deleting external contacts in bulk, we recommend using External Contact Management in your Dashboard - Contacts Management menu.\nMeanwhile, the Contacts in your Workspace (Dashboard and App) are best for adding, searching, editing, removing individual contacts, making calls or sending an SMS text to them.\nYou can view your contacts by category (e.g., External Contacts, Internal Contacts) and keep their information up-to-date.\n\n\nSearch Contacts\nYou can search for internal (Staff) or external contacts by typing their name in your Utility panel's search bar.\n\nSearch Contact\nInternal (Staff) Contact List\nThe Staff Contacts List displays the following details of your fellow staff members or colleagues:\n\nProfile image\/avatar\nStaff name\nExtension number\nAvailability Status\n\n\nStaff Contact List\nClicking on a staff member's name or avatar will display the following detailed information:\n\nProfile avatar\nStaff name\nPhone Number\nEmail Address\nRole\nDepartment\nJob Title\nTime Zone\nExtension Number\n\nYou can directly make a call (video call, audio, phone number) or send a chat or SMS when the staff phone number is available.\n\nInternal (Staff) Contact Details\nExternal Contact List\nThe External Contact List lets you store, manage, and share information about people outside your organisation, such as leads, prospects, and customers.\nYou can add new contacts, search, edit, and remove details from your external contacts.\n\n\ud83d\udcd8\nReminder\n\n\nPlease note that all agents can access external contacts, and are allowed to edit, delete and merge external contacts, regardless of who created them.\n\n\n\n\nExternal Contact List\nYou can make an outgoing off-net call or send an SMS when the external contact phone number is available.\n\nExternal Contact Details\nCreating New External Contacts\nTo create an external contact:\n\n\nGo to Workspace > Contacts from the navigation menu, then click the \u2795 icon at the bottom of the page.\n\n\nOn the Create Contact page that will be displayed on the Type dropdown list, select any of the following values:\n\nLead (default selection)\nProspect\nCustomer\nOther\n\n\n\nFill out or select the appropriate values for the following fields:\n\nFirst Name\nLast Name\nCountry Code\nMobile number\nEmail address\n\n\n\nClick the Contact Label dropdown list to select the suitable contact label.\n\n\n\n\nSelect Save and create new to save the entered details and create a new Contact without leaving the screen.\n\n\n\nTo view and fill out additional contact details, click on More Details.\n\n\nThe window will display the following:\n\n\nPersonal Information\n\nFirst Name\nLast Name\nType\nLevel\nCompany\nJob Title\nDepartment\nBirth Date (in MM\/DD\/YYYY format)\nLanguage (select from the dropdown list)\n\nEnglish\nJapanese\nSimplified Chinese\nTraditional Chinese\n\n\nGroup\n\n\n\nPhone number\n\nMobile\nWork\nHome\nOther\n\n\n\nEmail address\n\nWork\nPersonal\nOthers\n\n\n\nMailing Address\n\nZip Code\nStreet\nCity\nState\nCountry\n\n\n\nSocial Messaging\n\nMessenger\nWhatsApp\nWeChat\nLINE\nTwitter\nLinkedIn\nWOZTELL (WhatsApp Cloud)\nWOZTELL (Facebook)\nWOZTELL (Instagram)\n\n\n\nFill out the custom fields if required.\n\n\n\n\nClick on Create. The newly created external contact has been added to your External Contacts List.\n\n\nAdding Notes to Contact\nAdding notes to contact is a simple way to inform your group about something important.\nYou can add, view\/edit notes to your contacts anytime.\nTo add a note to contact:\n\nFind the name of a contact and open its Profile.\nClick the Add New Note button located after the personal information of the contact; the Add New Note pop-up window will display\nAdd your note.\nClick Add to save the note\n\n\nAdding a note to a contact\nMore about External Contacts\nManage your External Contacts with the following features:\n\n\nImport bulk contacts\n\n\nExport bulk contacts\n\n\nMerge existing contacts\n\n\nEdit a contact\n\n\nDelete a contact\n\n\nPlease refer to our External Contacts Management section of this Guide.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909488","update_time":"1765875477"},"pure_content":"CINNOX lets you store and find information about people inside and outside your organisation, such as names, email addresses, and phone numbers.\n\n\ud83d\udc4d\nExternal Contacts vs Contacts\nRegarding managing peo"},{"id":"672117","string_id":"3VV4sg97","status":"1","parent_id":"671826","slug":"admin-external-contacts-management","order":"7","name":"Managing External Contacts","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Managing External Contacts","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924583","add_time":"1764909489","update_time":"1765875940","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672117\", \"671826\", \"671820\"]","content":{"content_id":"672117","content":"**External Contacts Management** lets you store and find information about people outside your organisation, including names, email addresses, phone numbers and others.\n\nIt also lets you track all your company's interactions with external contacts.\n\n> \ud83d\udc4d\n>\n> ### External Contacts vs. Contacts\n>\n> Regarding managing people outside your organisation, External Contacts and Contacts have the same features and functionalities.\n>\n> However, when uploading, downloading, editing, or deleting external contacts in bulk, we recommend using External Contact Management in your Dashboard - Contacts Management menu.\n>\n> Meanwhile, the Contacts in your Workspace (Dashboard and App) are best for adding, searching, editing, removing individual contacts, making calls, or sending an SMS text to them.\n>\n> You can view your contacts by category (e.g., External Contacts, Internal Contacts) and keep their information up-to-date.\n\n> \ud83d\udcd8\n>\n> * CINNOX External Contact Management does not automatically detect and alert your duplicate entries for your contacts. However, you can merge your contacts manually or based on the suggestions when handling an enquiry by their phone number or email address. See more details in our **[Merging Contact](\/docs\/merge-contacts)** section of this Guide.\n> * **Please note that all agents can access external contacts, and are allowed to edit, delete and merge external contacts, regardless of who created them.**\n\n# Creating New External Contacts\n\n## Manually Create a Contact\n\n**To manually create an external contact**\n\n* From the navigation menu, go to **Contact Management** > **External Contacts**, then click **Create Contact** at the top right corner of the screen.\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/69411fdbb4715.jpg)\n\n\nExternal Contacts\n\n* A Create Contact pop-up window will appear.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/69411fe3f3634.jpg)\n\n\nQuick Create New Contact\n\n* Fill out or select the appropriate values for the following fields:\n + First Name\n + Last Name (Required)\n + Contact Label (Refer to the [Label External Contact](\/docs\/labelling-external-contact#label-external-contact-in-creating-external-contact) in Creating External Contact section)\n + Type - *refers to the category of contact with your business. Select the following values: Lead (default), Prospect, Customer or Other.)*\n + Mobile\n + Email\n* Click **Save and create new** to save the entered details and create a new Contact without leaving the window.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/a6f1fc730e21602aea8ea5a9134ee9ca.jpg)\n\n* To view and fill out additional contact details, click **More Details**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/5ea5f990e66eb202ad4b7b5cde745187.jpg)\n\nFill out the following fields displayed on the window:\n\n**Personal Information**\n\n* **Level** - *refers to the contact tier with your business target. For example, John Doe is the CEO, while Jane Smith is the PA for ABC. John is the primary contact, while Jane is the secondary one.*\n* Select the following values on the **Level** dropdown list: **Primary (default selection)**, **Secondary** and **Tertiary**.\n* **Phone number** - *refers to the contact number that can be reached via call or SMS. Click**Add new phone number** to select the phone number type, such as **Mobile**, **Work**, **Home** or **Other** and select the country\/region. Also, fill out the phone number. Click **Add** if you are filling out the form.*\n* **Email address** - *refers to the email address where the contact can be reached. Click**Add new email** to select an email type, like **Work**, **Personal** and **Other**. And fill out the email address. Click **Add** if you complete filling out the form.*\n* **Other Information**\n\n + Company\n + Job title\n + Team\n + Group\n + Language\n + Birth Date\n* **Mailing Address**\n\n + Zip code\n + Street\n + City\n + State\n + Country\n* **Custom Field** *The number of custom fields available depends on the number created. For details about the custom fields, refer to[Managing Custom Field - External Contacts](\/docs\/managing-contact-custom-field).*\n* **Social Messaging** *Click**Add New Social Media** to select any of the social media, such as **Messenger**, **WhatsApp**, **WeChat**, **LINE**, **Twitter**, **LinkedIn**, **WOZTELL (Whatsapp Cloud)**, **WOZTELL (Facebook)** or **WOZTELL (Instagram)**. Enter the **User Name\/ID** of your selected social media app. Click **Add** if you complete filling out the form.)*\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/c74196bf64883fa5cb8865727bb6175e.jpg)\n\n* Click **Create**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/2a61c8856600294f80f4851818f5bbd4.jpg)\n\n* The new external contact has been added to your External Contacts List.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/bdd72e0e5f5b66f4e5279495fc3e4ef6.jpg)\n\n## Importing Contacts\n\n* Go to **Contact Management > External Contacts** from the navigation menu, then click **Import** at the top of the screen.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/1ed415794551880ebe33f4f5e457af65.jpg)\n\n* On the **Import** window that will pop out, download and open the CSV template file.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/33998b069908f3e35373b630b06dd5f7.png)\n\n* Open the downloaded CSV template file and remove the sample **first record**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/762624d55b5b65f8853bd36ce8a8eb4d.png)\n\n* Add your contact information according to the following guidelines:\n\n| Field name | Description |\n| --- | --- |\n| First name | Input first name |\n| Last name (Mandatory) | The Last Name is a mandatory field |\n| - Mobile * Work * Home * Other Phone | -Enter the phone number in the following format: +[Country Code][Area Code][Phone Number], without spaces, parentheses, or hyphens (e.g., +85212345678). * Ensure that the total length of the phone number is between 8 and 20 digits. |\n| - Email * Personal Email * Other Email | A valid email address consists of an email prefix, @ symbol, and an email domain |\n| - Facebook * WhatsApp * WeChat * LINE * Twitter * LinkedIn * WOZTELL (WhatsApp) * WOZTELL (Facebook) * WOZTELL (Instagram) | - WhatsApp: Please refer to the phone number format requirement. * The ID of other social channels will be used as the record reference only. Besides WhatsApp, new enquiries from visitors via other social channels will not be mapped to the existing contact information. |\n| Company | Input company name |\n| Job Title | Input job title |\n| Team | Input team |\n| Birthdate | Birthdate format should be MM\/DD\/YYYY (e.g., 12\/14\/1980) |\n| Language | Language must be in ISO 639-1 code with 2 letters in lowercase, such as en and zh. |\n| Address | Input address |\n| City | Input city |\n| State | Input state |\n| ZipCode | Input zip code |\n| Country | The country value should be in any country name listed in . Full name of the country, Alpha-2 code, and Alpha-3 code are all allowed. |\n| Type | Contact Type value should be any of the following: Lead, Customer, Prospect, or Others. When left empty, the Contact Type value is automatically set to Lead. |\n| Group | Input group |\n| Level | Contact Level value should be any of the following: Primary, Secondary, or Tertiary. |\n| Contact Label | Enter the label that helps you organise and manage the external contacts. |\n\n* Save the updated CSV file.\n\n* Upload the saved CSV file. Back on the Import pop-up window, drag and drop the saved CSV file into the window.\n* You may also click Browse from the pop-up window, then locate and select the CSV file from your folder.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/f226550f14a8ce20f8170a7949a69301.jpg)\n\n* After uploading the filed Excel file, click **Confirm**.\n* You can select **Yes** and select the country code if you require CINNOX to add country codes for phone numbers without ones automatically.\n* Click **Confirm**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/c90b06199bea17e9c7e5df16616b32fd.jpg)\n> \ud83d\udcd8\n>\n> ### Note\n>\n> If the last name is missing in the Excel file, the system will automatically populate \"customer\" as the last name in the record displayed on the External Contacts page.\n\n* A message will display the number of records that failed to import.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/51223014abe652203d406c3af81b4756.jpg)\n\n### Handling Failed Records\n\n| For example: |\n| --- |\n| *There are 2 records that failed to import. Download the file with the error log. Please follow the Contact Format Guidelines to fix the records and try again..* |\n\n* On the pop-up window, click **Download** to download the file *ErrorDetail.csv*.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/aa3776b85dd255d4d29defdf15ad6675.jpg)\n\n* Click Cancel to close the pop-up window.\n* Open *error-log.csv* and check the error details in column AZ. The error message is displayed for the specific record.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/e18e6482398d9a3fce4cb6586375a52f.jpg)\n\n* Correct the details for each record directly in the file and save the changes made.\n* Back on the **Import** pop-up window, upload the updated file by dragging and dropping the file into the window.\n + You may also click **Browse** from the pop-up window, then locate and select the CSV file from your folder.\n* A message will display the number of records that failed to import if there are records that failed to import again.\n\n### How to handle the case of the splitting text in the CSV file\n\nUsing a comma (,) to split the text is the function of the CSV file. When importing the CSV file with the comma between texts, the text will be split into the next column in the file after the file upload.\n\n#### Splitting text in the CSV file\n\nFor example, when you enter **Head of Marketing, Asia Division** and **Manager, HR and Administration**\ninto the column **Title** respectively, the file is shown below:\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/c5a7705924a967179c1bc8f1e436acdb.jpg)\n\nAfter the file upload, the text is shown below:\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/57af8315bfcd1dec14b8be8e9086df2e.jpg)\n\nAs the text **Head of Marketing, Asia Division** and **Manager, HR and Administration** are added in the column Title, respectively, after the filled CSV file is uploaded, the texts are split into two columns, **Head of Marketing** and **Manager** in the column **Title** respectively and **Asia Division** and **HR and Administration** in the column **Team** respectively.\n\n#### How to avoid splitting text\n\n**Using a text editor**\n\n* Put the text with a comma in the double quote \"), like \\*\" Head of Marketing, Asia Division\" **and**\"Manager, HR and Administration\"\\*\\* and save it as a CSV file when you upload the file.\n\n**Using Excel or style sheet editors**\n\n* Fill in the text in the text format.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/acff897fdc300e3c26578e8a92670048.jpg)\n\n* Save the sheet as a CSV file and upload it to the CINNOX.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/b36bffa6d75456d5234754d020f0d28a.jpg)\n\n* The double quote should be added automatically to the file.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/099da523540192784adf3843cdfafc3a.jpg)\n\n# Searching External Contacts\n\nIn the search bar, you can search for individual contacts by typing their **Contact Name**, **Company Name** or **Email Address**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/dbff333a7c3fa0da2e7e53eb126f4cf8.jpg)\n\nYou can also search for individual contacts by **Contact Label** using **Filter**.\n\n* Click the **Filter** icon.\n* Enter the company name of the external contents of the filter.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/71c9400edda421baf5a81cece171d9bc.jpg)\n\n* If you select **Matches any labels**, the external contacts with any selected contact labels will be shown. In contrast, if you choose **Matches all labels**, the external contact with all selected contact labels will be shown in the table.\n* Click **Apply**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/54eca8f4be08eb5985f08a7c92215ca7.jpg)\n> \ud83d\udcd8\n>\n> ### Note\n>\n> Search results depend on the order of the Search Bar and Filter you use. Search and filter cannot be used concurrently. Please choose one method to apply.\n\n# Export External Contact\n\nTo export external contacts into a CSV file:\n\n* Go to **Contact Management > External Contacts** from the navigation menu, then click **Download** at the top of the screen.\n* The file *Contact.csv* will be downloaded to your default Downloads folder. This CSV file contains the external contact records you created and shared with you.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/0bc97afe518ab682988ed9e6e459141a.jpg)\n\n# External Contact Details\n\n* On the **External Contacts** page, click an external contact's name or **More(...)** and select **View contact**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/875ab98a0821ddf6bf5d4d6bd7f173c4.jpg)\n\n* The External Contact Details have the following tabs:\n + **Profile**\n + **Activity**\n + **Change Log**\n\n## External Contact Profile\n\nThe Profile tab has the Personal Information entered by the external contact on the pre-chat form, offline support form, or manually entered by the staff member.\n\n* Phone Numbers\n* Personal Information\n + First name and other first names selected from merge contact\n + Last name and other last names selected from merge contact\n* Phone number\n* Email address\n* Other Information\n* Custom field\n* Social Messaging\n + Messenger\n + WhatsApp\n + WeChat\n + LINE\n + Twitter\n + LinkedIn\n + WOZTELL (WhatsApp Cloud)\n + WOZTELL (Facebook)\n + WOZTELL (Instagram)\n* Device Information\n* Notes (If any)\n\n> \ud83d\udea7\n>\n> ### Important\n>\n> You cannot edit verified phone numbers and social media IDs.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120297413f.jpg)\n\n\nExternal Contact Profile Information\n\n## Editing External Contact Profile\n\n* On the **External Contacts** page, click a Contact Name or **More (...)** and select View Contact. The Contact Details will then display four categories.\n* Under the Profile tab, click **Edit** to enable the editing mode.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/69412032cda9b.jpg)\n\nEdit Contact details\n\n* Enter the details you must add or update in the contact's profile.\n* Click **Save**.\n\nOr, you can edit the **External Contact** details in the side panel in the Enquiry Room.\n\n* Edit the required **External Contact** details.\n* Click **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/a31295f0013a60f67921a387e8a63472.jpg)\n\n* The ability to edit and view external contacts for different enquiry statuses is indicated in the table below.\n\n| Enquiry Status | Agents | Available Actions to be Taken to External Contacts | Action Locations |\n| --- | --- | --- | --- |\n| Open | All staff members who hunt open enquiries | View | - Visitor Information of the Open Enquiry via the Enquiry Overview Page. |\n| Handling | All staff members in enquiry rooms. | View and Edit | - Contact Profile in the enquiry room panel via the Enquiry Overview Page. |\n| Missed | All staff members are assigned the destination endpoints. | View | - Contact Profile in the enquiry room panels via the Enquiry Overview Page. * Visitor Information of the Missed Enquiry via the Enquiry Centre. |\n| Closed | All staff members have access to close enquiries. | View | - Contact Profiles via the Enquiry Overview Page in the enquiry room panel. * Chat History via Enquiry Reports. |\n\n## Activity\n\n* The Activity tab has the Enquiry History, Engagement, and Journey sections, which are separated into three columns:\n\n| Section | Description |\n| --- | --- |\n| Enquiry History | Lists all the enquiries made by the External Contact (closed and ongoing). |\n| Engagement | Lists all the outbound calls and SMS the staff member sends to the External Contact. |\n| Journey | Displays the pages visited by the External Contact on the website. |\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120541ef9d.jpg)\n\n\nActivity Details\n\n* A blue-coloured hyperlink denotes a closed. Clicking on it opens the enquiry's chat conversation history.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/6941205c99787.jpg)\n\n\nView of chat conversation from Enquiry History\n\n## Change Log\n\nThe Change Log tab details the updates made to the External Contact. It displays the last five records.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120908c8ee.jpg)\n\n\nChange Log\n\n# Merging External Contacts\n\nIf you have duplicate contacts for the same person, you can merge them.\n\nTo merge contacts:\n\n* On the **External Contacts** page, search and click a Contact Name or **More (...)** and select **View Contact** for the contact you want to merge.\n* On the **Profile** tab, click the **Merge Contact** button. A pop-up window will show the list of Contacts that could merge.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/6941209b2f881.jpg)\n\n\nClick Merge Contact\n\n* Search and choose the contact to merge.\n* Click the **Next** button. It will display two contacts' information. The first selected contact will be the Master Contact, who will erase the second contact records.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120b9c21f8.jpg)\n\n\nClick Next\n\n* These contacts may contain different details. You may keep the old and copy the new records or replace them with the new ones.\n* Select the records you want to keep and replace\n* Click the **Merge Contact** button to complete the steps. Once completed, the toast message \"Merge Contact successfully\" will be displayed.\n* The Contact's Profile is updated with what has been selected to be kept and updated.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120c27e20e.jpg)\n\n\nClick Merge Contact\n\nAll activities and enquiries will be merged and viewed on just one page for merge contacts. For more details about merging contacts and room views, see the [Merging Contacts](\/docs\/merge-contacts) section of this Guide.\n\n# Deleting External Contacts\n\nStaff can delete External Contacts.\n\n* On the **External Contacts** page, click **More(...)** and select **Delete Contact**. A pop-up message will appear, asking you to confirm the action.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120d826e80.jpg)\n\n\nDelete a Contact\n\n* Click **Delete**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/3VV4sg97\/694120dfba0b9.jpg)\n\n\nDelete a Contact Confirmation\n\n> \ud83d\udcd8\n>\n> When you delete an External Contact from your Contacts List, your chat room with them will remain in your Recent list unless their enquiry has been resolved and closed.","pure_content":"External Contacts Management lets you store and find information about people outside your organisation, including names, email addresses, phone numbers and others.\nIt also lets you track all your company's interactions with external contacts.\n\n\ud83d\udc4d\nExternal Contacts vs. Contacts\nRegarding managing people outside your organisation, External Contacts and Contacts have the same features and functionalities.\nHowever, when uploading, downloading, editing, or deleting external contacts in bulk, we recommend using External Contact Management in your Dashboard - Contacts Management menu.\nMeanwhile, the Contacts in your Workspace (Dashboard and App) are best for adding, searching, editing, removing individual contacts, making calls, or sending an SMS text to them.\nYou can view your contacts by category (e.g., External Contacts, Internal Contacts) and keep their information up-to-date.\n\n\n\ud83d\udcd8\n\nCINNOX External Contact Management does not automatically detect and alert your duplicate entries for your contacts. However, you can merge your contacts manually or based on the suggestions when handling an enquiry by their phone number or email address. See more details in our Merging Contact section of this Guide.\n\nPlease note that all agents can access external contacts, and are allowed to edit, delete and merge external contacts, regardless of who created them.\n\n\n\nCreating New External Contacts\nManually Create a Contact\nTo manually create an external contact\n\nFrom the navigation menu, go to Contact Management > External Contacts, then click Create Contact at the top right corner of the screen.\n\n\n\nExternal Contacts\n\nA Create Contact pop-up window will appear.\n\n\nQuick Create New Contact\n\nFill out or select the appropriate values for the following fields:\n\nFirst Name\nLast Name (Required)\nContact Label (Refer to the Label External Contact in Creating External Contact section)\nType - refers to the category of contact with your business. Select the following values: Lead (default), Prospect, Customer or Other.)\n\nMobile\nEmail\n\n\nClick Save and create new to save the entered details and create a new Contact without leaving the window.\n\n\n\nTo view and fill out additional contact details, click More Details.\n\n\nFill out the following fields displayed on the window:\nPersonal Information\n\n\nLevel - refers to the contact tier with your business target. For example, John Doe is the CEO, while Jane Smith is the PA for ABC. John is the primary contact, while Jane is the secondary one.\n\n\nSelect the following values on the Level dropdown list: Primary (default selection), Secondary and Tertiary.\n\n\nPhone number - refers to the contact number that can be reached via call or SMS. ClickAdd new phone number to select the phone number type, such as Mobile, Work, Home or Other and select the country\/region. Also, fill out the phone number. Click Add if you are filling out the form.\n\n\nEmail address - refers to the email address where the contact can be reached. ClickAdd new email to select an email type, like Work, Personal and Other. And fill out the email address. Click Add if you complete filling out the form.\n\n\nOther Information\n\nCompany\nJob title\nTeam\nGroup\nLanguage\nBirth Date\n\n\n\nMailing Address\n\nZip code\nStreet\nCity\nState\nCountry\n\n\n\nCustom Field The number of custom fields available depends on the number created. For details about the custom fields, refer toManaging Custom Field - External Contacts.\n\n\nSocial Messaging ClickAdd New Social Media to select any of the social media, such as Messenger, WhatsApp, WeChat, LINE, Twitter, LinkedIn, WOZTELL (Whatsapp Cloud), WOZTELL (Facebook) or WOZTELL (Instagram). Enter the User Name\/ID of your selected social media app. Click Add if you complete filling out the form.)\n\n\n\n\nClick Create.\n\n\n\nThe new external contact has been added to your External Contacts List.\n\n\nImporting Contacts\n\nGo to Contact Management > External Contacts from the navigation menu, then click Import at the top of the screen.\n\n\n\nOn the Import window that will pop out, download and open the CSV template file.\n\n\n\nOpen the downloaded CSV template file and remove the sample first record.\n\n\n\nAdd your contact information according to the following guidelines:\n\n\n\n\n Field name\n Description\n\n\n\n\n First name\n Input first name\n\n\n Last name (Mandatory)\n The Last Name is a mandatory field\n\n\n - Mobile * Work * Home * Other Phone\n -Enter the phone number in the following format: +[Country Code][Area Code][Phone Number], without spaces, parentheses, or hyphens (e.g., +85212345678). * Ensure that the total length of the phone number is between 8 and 20 digits.\n\n\n - Email * Personal Email * Other Email\n A valid email address consists of an email prefix, @ symbol, and an email domain\n\n\n - Facebook * WhatsApp * WeChat * LINE * Twitter * LinkedIn * WOZTELL (WhatsApp) * WOZTELL (Facebook) * WOZTELL (Instagram)\n - WhatsApp: Please refer to the phone number format requirement. * The ID of other social channels will be used as the record reference only. Besides WhatsApp, new enquiries from visitors via other social channels will not be mapped to the existing contact information.\n\n\n Company\n Input company name\n\n\n Job Title\n Input job title\n\n\n Team\n Input team\n\n\n Birthdate\n Birthdate format should be MM\/DD\/YYYY (e.g., 12\/14\/1980)\n\n\n Language\n Language must be in ISO 639-1 code with 2 letters in lowercase, such as en and zh.\n\n\n Address\n Input address\n\n\n City\n Input city\n\n\n State\n Input state\n\n\n ZipCode\n Input zip code\n\n\n Country\n The country value should be in any country name listed in https:\/\/www.iban.com\/country-codes. Full name of the country, Alpha-2 code, and Alpha-3 code are all allowed.\n\n\n Type\n Contact Type value should be any of the following: Lead, Customer, Prospect, or Others. When left empty, the Contact Type value is automatically set to Lead.\n\n\n Group\n Input group\n\n\n Level\n Contact Level value should be any of the following: Primary, Secondary, or Tertiary.\n\n\n Contact Label\n Enter the label that helps you organise and manage the external contacts.\n\n\n\n\n\nSave the updated CSV file.\n\n\nUpload the saved CSV file. Back on the Import pop-up window, drag and drop the saved CSV file into the window.\n\n\nYou may also click Browse from the pop-up window, then locate and select the CSV file from your folder.\n\n\n\n\nAfter uploading the filed Excel file, click Confirm.\nYou can select Yes and select the country code if you require CINNOX to add country codes for phone numbers without ones automatically.\nClick Confirm.\n\n\n\n\ud83d\udcd8\nNote\nIf the last name is missing in the Excel file, the system will automatically populate \"customer\" as the last name in the record displayed on the External Contacts page.\n\n\nA message will display the number of records that failed to import.\n\n\nHandling Failed Records\n\n\n\n For example:\n\n\n\n\n There are 2 records that failed to import. Download the file with the error log. Please follow the Contact Format Guidelines to fix the records and try again..\n\n\n\n\nOn the pop-up window, click Download to download the file ErrorDetail.csv.\n\n\n\nClick Cancel to close the pop-up window.\nOpen error-log.csv and check the error details in column AZ. The error message is displayed for the specific record.\n\n\n\nCorrect the details for each record directly in the file and save the changes made.\nBack on the Import pop-up window, upload the updated file by dragging and dropping the file into the window.\n\nYou may also click Browse from the pop-up window, then locate and select the CSV file from your folder.\n\n\nA message will display the number of records that failed to import if there are records that failed to import again.\n\nHow to handle the case of the splitting text in the CSV file\nUsing a comma (,) to split the text is the function of the CSV file. When importing the CSV file with the comma between texts, the text will be split into the next column in the file after the file upload.\nSplitting text in the CSV file\nFor example, when you enter Head of Marketing, Asia Division and Manager, HR and Administration\ninto the column Title respectively, the file is shown below:\n\nAfter the file upload, the text is shown below:\n\nAs the text Head of Marketing, Asia Division and Manager, HR and Administration are added in the column Title, respectively, after the filled CSV file is uploaded, the texts are split into two columns, Head of Marketing and Manager in the column Title respectively and Asia Division and HR and Administration in the column Team respectively.\nHow to avoid splitting text\nUsing a text editor\n\nPut the text with a comma in the double quote \"), like *\" Head of Marketing, Asia Division\" and\"Manager, HR and Administration\"** and save it as a CSV file when you upload the file.\n\nUsing Excel or style sheet editors\n\nFill in the text in the text format.\n\n\n\nSave the sheet as a CSV file and upload it to the CINNOX.\n\n\n\nThe double quote should be added automatically to the file.\n\n\nSearching External Contacts\nIn the search bar, you can search for individual contacts by typing their Contact Name, Company Name or Email Address.\n\nYou can also search for individual contacts by Contact Label using Filter.\n\nClick the Filter icon.\nEnter the company name of the external contents of the filter.\n\n\n\nIf you select Matches any labels, the external contacts with any selected contact labels will be shown. In contrast, if you choose Matches all labels, the external contact with all selected contact labels will be shown in the table.\nClick Apply.\n\n\n\n\ud83d\udcd8\nNote\nSearch results depend on the order of the Search Bar and Filter you use. Search and filter cannot be used concurrently. Please choose one method to apply.\n\nExport External Contact\nTo export external contacts into a CSV file:\n\nGo to Contact Management > External Contacts from the navigation menu, then click Download at the top of the screen.\nThe file Contact.csv will be downloaded to your default Downloads folder. This CSV file contains the external contact records you created and shared with you.\n\n\nExternal Contact Details\n\nOn the External Contacts page, click an external contact's name or More(...) and select View contact.\n\n\n\nThe External Contact Details have the following tabs:\n\n\nProfile\n\n\nActivity\n\n\nChange Log\n\n\n\n\nExternal Contact Profile\nThe Profile tab has the Personal Information entered by the external contact on the pre-chat form, offline support form, or manually entered by the staff member.\n\nPhone Numbers\nPersonal Information\n\nFirst name and other first names selected from merge contact\nLast name and other last names selected from merge contact\n\n\nPhone number\nEmail address\nOther Information\nCustom field\nSocial Messaging\n\nMessenger\nWhatsApp\nWeChat\nLINE\nTwitter\nLinkedIn\nWOZTELL (WhatsApp Cloud)\nWOZTELL (Facebook)\nWOZTELL (Instagram)\n\n\nDevice Information\nNotes (If any)\n\n\n\ud83d\udea7\nImportant\nYou cannot edit verified phone numbers and social media IDs.\n\n\nExternal Contact Profile Information\nEditing External Contact Profile\n\nOn the External Contacts page, click a Contact Name or More (...) and select View Contact. The Contact Details will then display four categories.\nUnder the Profile tab, click Edit to enable the editing mode.\n\n\nEdit Contact details\n\nEnter the details you must add or update in the contact's profile.\nClick Save.\n\nOr, you can edit the External Contact details in the side panel in the Enquiry Room.\n\nEdit the required External Contact details.\nClick Save.\n\n\n\nThe ability to edit and view external contacts for different enquiry statuses is indicated in the table below.\n\n\n\n\n Enquiry Status\n Agents\n Available Actions to be Taken to External Contacts\n Action Locations\n\n\n\n\n Open\n All staff members who hunt open enquiries\n View\n - Visitor Information of the Open Enquiry via the Enquiry Overview Page.\n\n\n Handling\n All staff members in enquiry rooms.\n View and Edit\n - Contact Profile in the enquiry room panel via the Enquiry Overview Page.\n\n\n Missed\n All staff members are assigned the destination endpoints.\n View\n - Contact Profile in the enquiry room panels via the Enquiry Overview Page. * Visitor Information of the Missed Enquiry via the Enquiry Centre.\n\n\n Closed\n All staff members have access to close enquiries.\n View\n - Contact Profiles via the Enquiry Overview Page in the enquiry room panel. * Chat History via Enquiry Reports.\n\n\n\nActivity\n\nThe Activity tab has the Enquiry History, Engagement, and Journey sections, which are separated into three columns:\n\n\n\n\n Section\n Description\n\n\n\n\n Enquiry History\n Lists all the enquiries made by the External Contact (closed and ongoing).\n\n\n Engagement\n Lists all the outbound calls and SMS the staff member sends to the External Contact.\n\n\n Journey\n Displays the pages visited by the External Contact on the website.\n\n\n\n\nActivity Details\n\nA blue-coloured hyperlink denotes a closed. Clicking on it opens the enquiry's chat conversation history.\n\n\nView of chat conversation from Enquiry History\nChange Log\nThe Change Log tab details the updates made to the External Contact. It displays the last five records.\n\nChange Log\nMerging External Contacts\nIf you have duplicate contacts for the same person, you can merge them.\nTo merge contacts:\n\nOn the External Contacts page, search and click a Contact Name or More (...) and select View Contact for the contact you want to merge.\nOn the Profile tab, click the Merge Contact button. A pop-up window will show the list of Contacts that could merge.\n\n\nClick Merge Contact\n\nSearch and choose the contact to merge.\nClick the Next button. It will display two contacts' information. The first selected contact will be the Master Contact, who will erase the second contact records.\n\n\nClick Next\n\nThese contacts may contain different details. You may keep the old and copy the new records or replace them with the new ones.\nSelect the records you want to keep and replace\nClick the Merge Contact button to complete the steps. Once completed, the toast message \"Merge Contact successfully\" will be displayed.\nThe Contact's Profile is updated with what has been selected to be kept and updated.\n\n\nClick Merge Contact\nAll activities and enquiries will be merged and viewed on just one page for merge contacts. For more details about merging contacts and room views, see the Merging Contacts section of this Guide.\nDeleting External Contacts\nStaff can delete External Contacts.\n\nOn the External Contacts page, click More(...) and select Delete Contact. A pop-up message will appear, asking you to confirm the action.\n\n\nDelete a Contact\n\nClick Delete.\n\n\nDelete a Contact Confirmation\n\n\ud83d\udcd8\nWhen you delete an External Contact from your Contacts List, your chat room with them will remain in your Recent list unless their enquiry has been resolved and closed.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909492","update_time":"1765875940"},"pure_content":"External Contacts Management lets you store and find information about people outside your organisation, including names, email addresses, phone numbers and others.\nIt also lets you track all your com"},{"id":"672111","string_id":"ZQVTQhnS","status":"1","parent_id":"671826","slug":"labelling-external-contact","order":"6","name":"Labelling an External Contact","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Labelling an External Contact","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924598","add_time":"1764909488","update_time":"1765875958","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672111\", \"671826\", \"671820\"]","content":{"content_id":"672111","content":"Labels help you and your team organise and categorise your external contacts in CINNOX.\n\nLabels are a useful feature in CINNOX that allows you and your team to effectively organise and categorise your external contacts. By assigning labels to external contacts, you can easily search, filter, and retrieve contact information based on specific criteria.\n\n# How to Label an External Contact?\n\n## Workspace - Enquiry Chat Room\n\n### Create and Label External Contact\n\n* Navigate to **Workspace**, then click on the chatroom where you will label the external Contact.\n* Fill in the **Visitor Information** and click the **Contact Label** dropdown list.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/38dfc528d490c9ab7dfdc33c7b794b73.jpg)\n\n* Click **Save as Contact**.\n\n### Label an Existing External Contact\n\n* Navigate to **Workspace**, then click on the chatroom where you will label the external Contact.\n* Select the **PROFILE** tab and click **+Contact Label** of the external Contact.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/8a9fee2823f2c882a56c25317e331e1a.jpg)\n\nOr,\n\n* you can click **Edit** in the **Contact Profile** section.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/65013d54b2022d4dac6ece0580e6b5ae.jpg)\n\n* Click the **Contact Label** dropdown list and select the required label.\n* Click **Save**\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/fb55dc2a4d50346c73869825ec84f455.jpg)\n> \ud83d\udc4d\n>\n> AI Suggested Label helps you minimise repeated tasks and enhance visitor experience during the labelling process. Please refer to the **[Using AI Suggested Label and Topic](\/docs\/using-ai-suggested-label-and-topic)** page for more details.\n\n## Enquiry Overview\n\nYou can label external contacts of the **Open**, **Handling**, **Missed** and **Closed** Enquiries from the **Enquiry Overview** Page.\n\n* Navigate to the **Enquiries Overview**. Click and open the enquiries where external contacts need to be labelled. Refer to the **[Workspace - Enquiry Chat Room](\/docs\/labelling-external-contact#workspace---enquiry-chat-room)** section for labelling **External Contacts** in chat rooms of **Handling**, **Missed** and **Closed** Enquiries.\n* Click the **Open Enquiry** to label the external Contact.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/3b94cb07079c8fa2e64d9533f3cb908b.jpg)\n\n* Select the **Visitor Information** tab and click **+Contact Label**.\n* Click the dropdown list to select the required label (s) and click the **Save** button.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/c328119f8620371af7af801a31adb402.jpg)\n\n## External Contacts Page\n\nYou can label External Contacts on the External Contacts Page.\n\n* Navigate to **Contact Management**>**External Contacts**.\n\n### Label External Contact in Creating External Contact\n\n* Click the **Create Contact** icon at the top right corner of the **External Contacts** page.\n* Click the dropdown list of **Contact Label**, the dropdown list of the label and select one.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/f257b11f87b11fc300328d3ffc30b4ad.jpg)\n\n* Continue to fill in the fields and complete the creation of the **External Contact**. Refer to the **[Managing External Contacts](\/docs\/admin-external-contacts-management#creating-new-external-contacts)** section for details.\n\n### Label the Existing External Contact\n\n* Select the **External Contact** you must label, or click the **More(...)** icon at the right-hand side of the external Contact and select **View Contact**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/9faf4a0a744f8d317adb45ea0c878e60.jpg)\n\n* Click **Edit** to open the **Personal Information** section.\n* Click the dropdown list of the **Contact Label**, select the required label and click **Save**. You can continue editing the external Contact.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/2158afaa3f0dfb36b8913d0766709b78.jpg)\n\nRefer to the **[Managing External Contacts](\/docs\/admin-external-contacts-management#editing-external-contact-profile)** section for details on editing **External Contacts**\n\n# How do you remove the label of an external contact?\n\n## Workspace - Enquiry Chat Room\n\n* Navigate to **Workspace** and click on the chat room where you must remove the label of an **External Contact**.\n* Click on the **Detailed Information** icon at the top right of the chat room, and the **Contact Profile** panel will open.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/04133822212921d931ce40b030056e7d.jpg)\n\n* Select the **PROFILE** tab and Click **+Contact Label**.\n* Click the **Cross (X)** icon beside the label you must remove, or click the big **Cross(X)** to remove all labels.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/b48ddaa70730c414cfc1cd2f1592dcbe.jpg)\n\n## Enquiry Overview\n\nYou can remove the label of an external contact in the **Open**, **Handling**, **Missed**, and **Closed** Enquiries from the **Enquiry Overview** Page.\n\n* Navigate to the **Enquiries Overview**. Click and open the enquiries where external contacts must be removed from the label. Refer to the [Workspace - Enquiry Chat Room](\/docs\/labelling-external-contact#workspace---enquiry-chat-room-1) section for details on unlabelling External Contacts in chat rooms of **Handling**, **Missed** and **Closed** Enquiries.\n* Click the **Open Enquiry** where you need to remove the label of the external Contact.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/e0ce3f48f4c1eeffa4862dfcee49f56c.jpg)\n\n* Select the **Visitor Information** tab and click **+Contact Label**.\n* Click the **Cross (X)** icon beside the label to remove, or click the big **Cross(X)** to remove all labels.\n* Click **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/cdfcd4d5ee5b08a4832515ff9c3d9b9f.jpg)\n\n## External Contacts Page\n\n* Refer to the **[Label the Existing External Contact](\/docs\/labelling-external-contact#label-the-existing-external-contact)** section to enter the **External Contacts** Page.\n* Click **Edit** to open the **Personal Information** section and click the **Contact Label** dropdown list.\n* Click the **Cross (X)** icon beside the label you must remove, or click the big **Cross(X)** to remove all labels.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/ZQVTQhnS\/938bf17f7615bce2df3c25b7e2d61278.jpg)\n\n* Click **Save**. You can continue editing the external Contact.\n\n> \ud83d\udcd8\n>\n> ### - You can add more than one label to each external contact.\n\nRefer to the **[Managing External Contacts](\/docs\/admin-external-contacts-management#editing-external-contact-profile)** section for details on editing External Contacts\n\n# Filter External Contact By Labels\n\nRefer to the [Filter External Contacts by Labels](\/docs\/admin-external-contacts-management#searching-external-contacts) section for more details.","pure_content":"Labels help you and your team organise and categorise your external contacts in CINNOX.\nLabels are a useful feature in CINNOX that allows you and your team to effectively organise and categorise your external contacts. By assigning labels to external contacts, you can easily search, filter, and retrieve contact information based on specific criteria.\nHow to Label an External Contact?\nWorkspace - Enquiry Chat Room\nCreate and Label External Contact\n\nNavigate to Workspace, then click on the chatroom where you will label the external Contact.\nFill in the Visitor Information and click the Contact Label dropdown list.\n\n\n\nClick Save as Contact.\n\nLabel an Existing External Contact\n\nNavigate to Workspace, then click on the chatroom where you will label the external Contact.\nSelect the PROFILE tab and click +Contact Label of the external Contact.\n\n\nOr,\n\nyou can click Edit in the Contact Profile section.\n\n\n\nClick the Contact Label dropdown list and select the required label.\nClick Save\n\n\n\n\n\ud83d\udc4d\nAI Suggested Label helps you minimise repeated tasks and enhance visitor experience during the labelling process. Please refer to the Using AI Suggested Label and Topic page for more details.\n\nEnquiry Overview\nYou can label external contacts of the Open, Handling, Missed and Closed Enquiries from the Enquiry Overview Page.\n\nNavigate to the Enquiries Overview. Click and open the enquiries where external contacts need to be labelled. Refer to the Workspace - Enquiry Chat Room section for labelling External Contacts in chat rooms of Handling, Missed and Closed Enquiries.\nClick the Open Enquiry to label the external Contact.\n\n\n\nSelect the Visitor Information tab and click +Contact Label.\nClick the dropdown list to select the required label (s) and click the Save button.\n\n\nExternal Contacts Page\nYou can label External Contacts on the External Contacts Page.\n\nNavigate to Contact Management>External Contacts.\n\nLabel External Contact in Creating External Contact\n\nClick the Create Contact icon at the top right corner of the External Contacts page.\nClick the dropdown list of Contact Label, the dropdown list of the label and select one.\n\n\n\nContinue to fill in the fields and complete the creation of the External Contact. Refer to the Managing External Contacts section for details.\n\nLabel the Existing External Contact\n\nSelect the External Contact you must label, or click the More(...) icon at the right-hand side of the external Contact and select View Contact.\n\n\n\nClick Edit to open the Personal Information section.\nClick the dropdown list of the Contact Label, select the required label and click Save. You can continue editing the external Contact.\n\n\nRefer to the Managing External Contacts section for details on editing External Contacts\nHow do you remove the label of an external contact?\nWorkspace - Enquiry Chat Room\n\nNavigate to Workspace and click on the chat room where you must remove the label of an External Contact.\nClick on the Detailed Information icon at the top right of the chat room, and the Contact Profile panel will open.\n\n\n\nSelect the PROFILE tab and Click +Contact Label.\nClick the Cross (X) icon beside the label you must remove, or click the big Cross(X) to remove all labels.\nClick on Save.\n\n\nEnquiry Overview\nYou can remove the label of an external contact in the Open, Handling, Missed, and Closed Enquiries from the Enquiry Overview Page.\n\nNavigate to the Enquiries Overview. Click and open the enquiries where external contacts must be removed from the label. Refer to the Workspace - Enquiry Chat Room section for details on unlabelling External Contacts in chat rooms of Handling, Missed and Closed Enquiries.\nClick the Open Enquiry where you need to remove the label of the external Contact.\n\n\n\nSelect the Visitor Information tab and click +Contact Label.\nClick the Cross (X) icon beside the label to remove, or click the big Cross(X) to remove all labels.\nClick Save.\n\n\nExternal Contacts Page\n\nRefer to the Label the Existing External Contact section to enter the External Contacts Page.\nClick Edit to open the Personal Information section and click the Contact Label dropdown list.\nClick the Cross (X) icon beside the label you must remove, or click the big Cross(X) to remove all labels.\n\n\n\nClick Save. You can continue editing the external Contact.\n\n\n\ud83d\udcd8\n- You can add more than one label to each external contact.\n\nRefer to the Managing External Contacts section for details on editing External Contacts\nFilter External Contact By Labels\nRefer to the Filter External Contacts by Labels section for more details.","is_draft":"0","editor_type":"2","file_path":"","add_time":"1764909490","update_time":"1765875958"},"pure_content":"Labels help you and your team organise and categorise your external contacts in CINNOX.\nLabels are a useful feature in CINNOX that allows you and your team to effectively organise and categorise your"},{"id":"672110","string_id":"KvH5QamS","status":"1","parent_id":"671826","slug":"managing-contact-custom-field","order":"5","name":"Custom Field for External Contacts","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"Custom Field for External Contacts","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1764924612","add_time":"1764909488","update_time":"1765876341","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"2","file_type":"","auth_id":"[\"672110\", \"671826\", \"671820\"]","content":{"content_id":"672110","content":"Collecting the contact information matters most to your business and service. In CINNOX, Contact consists of standard contact details - full name, phone number, email address, company information and mailing address. With customer business growing and knowledge increasing, you may need to collect more than the standard contact details.\n\nWith Custom Fields, you can create any fields, collect information from your visitors, leads, prospects, customers and other contacts, save them in their contact profiles and use them in your business operation and engagement.\n\n> \ud83d\udc4d\n>\n> ### Advantages of using Custom Fields\n>\n> * You can add custom fields to the contact profiles and map them onto the different areas of visitor input (e.g. chat window\/visitor form\/platform account integration) so that the enquiry is handled fast and efficiently with the provided context to each enquiry provided.\n> * Custom fields can also be used for automation triggers, where automation can happen when a custom field's value is changed.\n> * This contact information can also be collected by the ChatBot and stored in the custom fields, thus being passed to an agent to facilitate the enquiry handling process.\n\n## Managing Custom Field\n\n### Create Custom Fields\n\nCreate custom fields on the **Contact Field Management** page with two entry points:\n\n**1. Via the External Contact Page**\n\n* Navigate to **Contact Management**>**External Contacts**\n* Click on **Manage Custom Field**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/53daa946ec139cc80471e8de745ae616.png)\n\n**2. Via the Visitor Forms**\n\n* Navigate to **Administration**>**Widget**>**Visitor Forms**.\n* Click on the **Pre-Chat Form** tab or **Offline Support Form** tab and click on **Manage Custom Field** on the top right-hand corner of the page.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694121173ae77.png)\n\n\nClick on Manage Custom Field\n\n* Either choosing **External Contacts** or **Visitor Forms** as an entry point can access the **Contact Field Management** page.\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/69412130b8c1e.jpg)\n\n\nContact Field Management\n\n* Select the **Custom** tab.\n* Click on **Create New Field** on the top right-hand corner of the page.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/6941213a4bbcc.jpg)\n\n\nClick on Create New Field\n\n* Fill in the **Field Name** (Required), **Field ID** (Required) and **Description**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/6941215d39af3.jpg)\n\n\nFill in the Form\n\n* You must select one as the type of the custom field you create. The selectable types are\n + Text\n + Dropdown List (Single Selection)\n + Dropdown List (Multiple Selection)\n + URL\n + Date\n + Time\n + Checkbox\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/69412164e746b.jpg)\n\n\nSelect one field type\n\n* When selecting **Dropdown List (Single Selection)** and **Dropdown List (Multiple Selection)**, you must enter the **List Value** for the dropdown list.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/e86427e08be97822509244899172c364.jpg)\n\n* If the custom fields have to support multiple languages, you must toggle **ON** the **Display Multi-Language** switch.\n* You can select multiple languages, such as **Chinese (Simplified)**, **Chinese (Traditional)**, **Japanese**, **Thai** and **Italian**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/78f246f987e190fa374d2a7d94c83ae8.jpg)\n\n* Enter the **Field Name** in the selected multiple languages.\n* Click **Create**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/3cc9e9717d4ada71fdd5fb947b387e45.jpg)\n\n**Reminder**\n\n* Values of the dropdown list do not support the **Display Multi-Language** function.\n* The table below shows displayed languages after you toggle on the **Display Multi-Language** and select languages for fields in different views:\n\n| View | Browser language | CINNOX display language |\n| --- | --- | --- |\n| Custom fields viewed by visitors | * Display the custom field in the browser languages when the selected languages for custom fields match the browser languages * Directly display the entered field names when the browser languages are undetected. | N\/A |\n| Custom fields viewed by agents | N\/A | * Display the custom field in CINNOX display languages when the selected languages for custom fields match with CINNOX display languages * Directly display the entered field names when the CINNOX display languages are undetected. |\n\n> \ud83d\udcd8\n>\n> ### Notices\n>\n> * For Dropdown List (Single Selection) and Dropdown List (Multiple Selection):\n> + The limit of values to be entered is 50.\n> + The limit of characters of each value is 25.\n> * Visitors can select only one value from the Dropdown List (Single Selection) while selecting multiple values from the list from the Dropdown List (Multiple Selection).\n> * The limit of custom fields to be created is 20.\n> * The limit of the text type of custom fields is 500 characters.\n> * Custom field name supports all languages with a limit of 50 characters.\n> * Custom field description supports all languages with a limit of 100 characters.\n> * Custom field ID starting with \"cf\\_\"supports small case a-z and underscore\"\\_\".\n> * Each Custom field ID, with a limit of 100 characters, is not editable and is used for ONE FIELD ONLY.\n\n### Edit Custom Fields\n\n* Select the **Custom** tab.\n* Click on **More (...)** of the custom field you will edit at the right on the **Contact Field Management** page.\n* Click on **Edit**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/69412186dc418.jpg)\n\n\nClick on Edit\n\n* If required, edit the **Field Name**, **Description** and **List Value**. If needed, edit the **Display Multi-Language** and the corresponding **Display Field Name**.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/6941218f924aa.jpg)\n\n\nClick on Save\n\n> \ud83d\udcd8\n>\n> ### Reminder\n>\n> * The Field Type and Field ID are not editable.\n\n### Delete Custom Fields\n\n* Select the **Custom** tab.\n* Click on **More (...)** of the custom field you will delete at the right on the **Contact Field Management** page.\n* Click on **Delete**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694121a6285d6.jpg)\n\n\nClick on delete\n\n* You cannot delete the custom field in the **Visitor Forms**. When you delete this custom field, the message indicates you must click on **Go to Visitor Forms** to cancel using this field.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694121ae5209d.jpg)\n\nClick on Go to Visitor Forms\n\n* If a created custom field is not being used, you can delete it.\n* Click on **Delete**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/1954ffe5cd1cb7a7d1451da60ce49b3a.jpg)\n\n* When the custom field is successfully deleted, the system will display a toast message to indicate the custom field is deleted.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694121c33ffc2.jpg)\n\n\nThe custom field is deleted\n\n## Managing Custom Fields in different functionalities\n\nYou are enabled to manage the custom fields, which can be added, edited and deleted to boost the effectiveness of collecting information in the **Visitor Forms**.\n\n### Custom Fields in Visitor Forms\n\n#### Add the created custom fields\n\n* Navigate to **Administration**>**Visitor Forms**.\n* Select the **Pre-Chat Form** tab or **Offline Support Form** tab to add custom fields.\n* Click on **Add New Field**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694121dae3a10.jpg)\n\n\nClick on Add New Field\n\n* Enter the keyword of the custom field you are required to add to the Form.\n* Click on **Add**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694121e399a02.jpg)\n\n\nEnter the keyword into the search box\n\n* After adding the required custom field to the Form, you can tick the checkbox **Required** on the right of each field if visitors must provide the information for the custom fields.\n* Click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694122022b9fb.jpg)\n\n\nClick on Save\n\n#### Edit the created custom fields\n\n* You can tick or untick the checkbox **Required**.\n* If you must change the sequence of the fields, hold and drag the field to do it.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/6941220dc7273.jpg)\n\n\nResequence the custom field\n\n#### Delete the created custom fields\n\n* Click on the **trash bin** icon on the right of the field. The field is removed immediately from the visitor form.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/69412217a3e15.jpg)\n\n\nClick on the trash bin icon\n\n### Custom Fields in External Contact\n\n#### Add the created custom fields\n\nThe custom fields in the external contact come from the added custom fields on the **Contact Field Management** page. You must create the custom field on the **Contact Field Management** page if adding the custom fields to the external contact.\n\nRefer to [**Create Custom Fields**](\/docs\/managing-contact-custom-field#create-custom-fields) for more details on creating the custom fields.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/6941223d75238.jpg)\n\n\nCustom fields in the External Contact\n\n#### Edit the information in the created custom fields.\n\n* Navigate to **Contact Management**>**External Contacts**.\n* Click on **Edit Information**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/694122460f3f2.jpg)\n\n\nClick on Edit Information\n\n* After editing the information in the custom fields, click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/6941224eb2c00.jpg)\n\n\nClick on Save\n\n### Custom Fields in the enquiry chatroom\n\n#### Add the created custom fields\n\nThe custom fields in Chatroom come from the added custom fields on the **Contact Field Management** page. If adding the custom fields to the Chatroom, you must create the custom field on the **Contact Field Management** page.\n\nRefer to [**Create Custom Fields**](\/docs\/managing-contact-custom-field#create-custom-fields) for more details on creating the custom fields.\n\n#### Edit the information in the created custom fields\n\n* Navigate to **Overview** or **Workspace** to select the enquiry where you are required to edit the information in the custom fields.\n* Click on **Detail Information** at the top right corner of the Chatroom>**Show more information**.\n* After editing the required information, click on **Save**.\n\n![](https:\/\/resource-wangsu.helplook.net\/docker_production\/16q01r\/article\/KvH5QamS\/9126134eed65d46be499ee58556f8bec.jpg)\n\n## Use of Contact Custom Fields API for Developers\n\nThis feature is used via the CINNOX Widget that sends visitor information from the website to CINNOX without asking for visitor information that has been provided.\n\n### Use API to pass the contact information to CINNOX using Javascript\n\nAfter installing the Web Widget and completing the Widget initialisation, you can call **window.onCinnoxReady** function to pass the required contact information via the Widget.\n\nJavaScript\n\n```\n\/\/After the Widget installation code\n\nwindow.onCinnoxReady = (cinnox) => {\n \/\/ Add the CINNOX Javascript Function here\n}\n```\n\n### CINNOX Javascript Function for passing the contact information to CINNOX\n\n| Function | Type | Description |\n| --- | --- | --- |\n| cinnox.contact.setCollectedForm(formData) | Array | * Format of formData: Field ID:Value\\ * Example: cf\\_colur:'Black'\\ * Field ID: cf\\_color Value: Black |\n\n* The example below shows how to pass the contact information to CINNOX via the Widget.\n\nJavaScript\n\n```\n