Enquiry Overview

CINNOX staff members can get a quick snapshot of their service's enquiries in the Enquiry Overview. It has four columns that display enquiries according to the following statuses:

  • Open: This section displays enquiries in the queue, which the Staff members need to attend immediately.

  • Handling: This section displays ongoing and followed-up enquiries currently being handled by the Staff members or agents.

  • Missed: This section displays enquiries that were left unattended until they reached the waiting time limit.

  • Closed: This section displays enquiries resolved by the visitor or the Staff member by closing the enquiry room and ending the conversation.

Refer to the Enquiries in CINNOX section of this Guide to know more about the flow of CINNOX enquiries and their different statuses.

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While all Staff members can access the Enquiry Overview, access to enquiry records depends on their roles and permissions.

Enquiry OverviewEnquiry Overview

Enquiry Overview

You can further filter missed enquiries into the following:

  • All enquiries - the default display
  • With Voicemails only - only displays missed enquiries that contain voicemail messages from visitors and customers
Missed Enquiry FilterMissed Enquiry Filter

Missed Enquiry Filter

 

Enquiry and Visitor Details

Enquiry details vary depending on the channel the visitors raise or send their enquiries.

When you click on an enquiry, a pop-up window will display any of the details below.

From a web Widget, Weblinks, or QR codes

Visitor Forms disabled
If the Visitor Forms (Pre-Chat Form and Offline Support Form) are disabled, only the Enquiry Details will be available:

  • Visitor ID (composed of the visitor’s country/territory, the platform used to enquire, and the last three digits of their IP address)
  • Enquiry ID
  • Enquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)
  • Channel (if from Widget/Directory, Weblink, or QR code)
  • Channel Details
  • Platform
  • Location
  • Language
  • Enquiry Initiate Time

 

Visitor Forms enabled
If 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:

  • First Name
  • Last Name
  • Email
  • Phone
  • Company Name
  • Job Title
  • Department
  • Message (available in Offline Support Form only)

 

From Virtual Number

Visitors who dial a virtual (toll-free or local) number will have the following Enquiry details:

  • Visitor ID (composed of the visitor’s country/territory and phone number)
  • Voicemail message (if Voicemail is enabled)
  • Enquiry ID
  • Enquiry Type
  • Channel
  • Channel Details
  • Platform
  • Location
  • Language
  • Enquiry Initiate Time
Virtual Number Enquiry DetailsVirtual Number Enquiry Details

Virtual Number Enquiry Details

 

From Social

Visitors who send a message from Facebook Messenger, WeChat, WhatsApp and LINE will have the following Enquiry Details:

  • Visitor Name
  • Enquiry ID
  • Enquiry Type
  • Channel
  • Channel Details
  • Platform
  • Location
  • Language
  • Enquiry Initiate Time
Social Enquiry DetailsSocial Enquiry Details

Social Enquiry Details

 

From Email

Customers who send an email to an email channel will have the following Enquiry Details:

  • Customer Name
  • Email Address
  • Enquiry ID
  • Enquiry Type
  • Channel Name
  • Channel Details
  • Platform
  • Enquiry Initiate Time

 

Aggregated Enquiries

Multiple missed enquiries from the same visitor will be aggregated into the visitor's profile. This profile will list down the dates, times, and locations of all the visitor's attempts to contact a Staff member.

Aggregated Missed EnquiryAggregated Missed Enquiry

Aggregated Missed Enquiry

 

Following up Missed Enquiries

You can pick up a missed enquiry from the Enquiry Overview by clicking on the Follow Up button located at the bottom of the pop-up window.

Clicking the button will redirect you back 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.

 

Closed Enquiries Archive

CINNOX archives closed enquiries in the Enquiry Overview.

Closed Enquiry archiveClosed Enquiry archive

Closed Enquiry archive

You 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:

  • Enquiry Information
  • Visitor Information
  • Device Information
  • Destination Information
  • Visitor Journey

These 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 purposes.

For more information on Visitor Enquiry Room, refer to the Workspace section of this Guide.


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