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Managing Destinations

Destinations are the service groups, chatbots, and Queues set up to serve visitors' and customers' enquiries about your business.

Set how your support team serves and manages visitor and customer enquiries. Form groups or teams with your staff members to answer enquiries from your CINNOX channels.

CINNOX provides the following Destinations for staff to pick up visitor and customer enquiries:

Destination Name Destination Endpoint Type Destination Endpoint Description
Service Group Staff List Staff with CINNOX Staff Account e.g. Jane Doe Staff accounts created in CINNOX are listed as a destination endpoint to handle visitor calls and chat enquiries.
Service Group PSTN Phone A phone number that can receive calls e.g. +852 1234 5678 A phone number is required as the endpoint to handle the call enquiry. Keep an eye on incoming calls when you use a PSTN Phone (especially as the first endpoint). If a call goes to voicemail, it’s assumed that the PSTN Phone has handled the enquiry. To avoid this, consider disabling the voicemail. This allows other agents using CINNOX to answer the call. If not, use CINNOX voicemails for follow-ups and callbacks.
Service Group SIP Trunk SIP Trunk String e.g. SIP Trunk 1 Requires assistance from our team to integrate your SIP trunk into CINNOX. Please get in touch with us for more information.
Chatbot CINNOX supports the integration of the following Chatbot Platforms:
• Microsoft Azure OpenAI
• Google Dialogflow
• General Chatbots		 A virtual assistant in your CINNOX service. Add your chatbot on CINNOX and use it as your destination to handle visitor chat enquiries to your Tag, Social channels.
Queue Staff members added to the Queue e.g. Support Queue A Queue holds incoming chat and call enquiries and distributes them to your staff using the distribution method you choose: Simultaneous, Fixed-Order, Round Robin, or Most Idle. Queue can be used across all supported channels.

Service Group

Refer to this guide's Managing Service Group section to create, edit and delete Service Group.

You can add up to 30 destination endpoints to a Staff List. All endpoints will simultaneously receive a notification whenever there is an open enquiry.

Chatbot

Refer to this guide's Adding a Chatbot section on connecting a Chatbot Platform to CINNOX.

Queue

Refer to this guide's IVR Menu section, or you can directly contact your CINNOX Account Manager.

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Managing Service Group
Last modified: 2026-10-22