Labelling an Enquiry

Labels help you organise and categorise the enquiries in CINNOX.

Staff may want to recheck or refer to an enquiry while attending their current enquiry and see how many enquiries have the same topic, category, group or level. So the enquiries can be listed with a label name for future reference. Staff can label or unlable the enquiries when attending an enquiry in the Workspace or label and unlabel them on the Enquiry Overview page.

How to label an Enquiry?

In the Workspace - Enquiry chat room

Staff can label the enquiry they are attending to.

  • Navigate to Workspace > Click on the chatroom where you are going to label the enquiry.
  • Click on the Label icon at the top-right of the Chat Panel, the Enquiry Information panel will open.
  • Search and select the required Label and then click on the Save button.
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Label the enquiry - Workspace

 

In the Enquiry Overview

Staff can label the enquiry on the Enquiry Overview page. Labelling an enquiry is possible for Enquires with any status such as Handling, Missed and Closed Enquiries.

  • Navigate to the Enquiries Overview.
  • Click and open the enquiry to be labelled.
  • Select the required Label(s) in the Enquiry Information Panel and click on the Save button.
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Label the enquiry - Enquiry Overview

 

Filtering Enquiries using Labels

Filtering of enquiries using Labels will narrow down your search related to a specific type of enquiry. You can filter one or more labels from the enquiry. Enquiries without any Labels can be filtered using the Label name Blank.

In the Enquiry Overview

  • Navigate to the Enquiry Overview.
  • Click on the Filter icon. Select the label condition and then the label from the drop-down list in the filter.
  • Click on the Apply button.
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Filter - Enquiries

 

In the Enquiry Report Details

  • Navigate to the Enquiry Report.
  • Click on the Filter icon. Select the label condition and then the label from the drop-down list in the filter.
  • Click on the Apply button.
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Filter - Enquiry Report

 

How to unlabel an Enquiry?

In the Workspace - Enquiry chat room

To unlabel an enquiry:

  • Navigate to Workspace.
  • Click on the chatroom where you will unlabel the enquiry.
  • Click on the Label icon at the top-right of the Chat Panel, and the Enquiry Information panel will open.
  • Select the required label and click on the Cross (X) icon beside the label.
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  • Click on Save.
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In the Enquiry Overview

Staff can unlabel the enquiry on the Enquiry Overview page. Unlabelling an enquiry is possible for the Handling, Missed and Closed Enquiries.

  • Navigate to the Enquiries Overview.
  • Click and open the enquiry to be unlabelled.
  • Click on the + Label icon.
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  • Select the required Label, click on the Cross (X) icon beside the label, and click on Save.
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How to remove all enquiry labels?

You can remove all labels from an enquiry in one go instead of unlabelling them one by one.

  • Navigate to the Enquiries Overview and open the enquiry to be unlabelled, or navigate to - Workspace and click on the specific chatroom where you will unlabel the enquiry.
  • Open the Enquiry Information panel, click on the + Label icon and the "bigger" Cross (X) icon.
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  • Click on Save. All labels are removed from the enquiry.
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External Contacts with Enquiry Label

This allows the staff to know the categories of enquiry a customer has created.

View Labels in the External Contacts Details (Profile) > Activity > Enquiry History.

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Enquiry History - External Contact Details

 

You Need to Know

📘

  • You can select more than one label during a search.
  • Condition "Matches exact label" from the drop-down list filters if the enquiry has all the selected labels. Condition " Matches all labels" from the drop-down list filters all the enquiries with any chosen labels.
  • The label "Blank" in the drop-down list filters the enquiries with no labels.