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 the enquiries when attending an enquiry in the Workspace or label them on the Enquiry Overview page.

How to add Labels to an Enquiry?

 

In the Workspace - Enquiry chat room

Staff can add Label names directly while attending an enquiry.

  • Navigate to Workspace > Click on the Chat.
  • 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.
Add Label - WorkspaceAdd Label - Workspace

Add Label - Workspace

 

In the Enquiry Overview

Staff can add an enquiry label 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.
Add Label - Enquiry OverviewAdd Label - Enquiry Overview

Add Label - 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.
Filter - EnquiriesFilter - Enquiries

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.
Filter - Enquiry ReportFilter - Enquiry Report

Filter - Enquiry Report

 

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.

Enquiry History - External Contact DetailsEnquiry History - External Contact Details

Enquiry History - External Contact Details

 

Tips You Need to Know

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Please Take Note

  • 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.

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