Managing Destinations
Destinations are service groups, chatbots, and IVR added to serve visitors' and customers' enquiries about your business.
Set how your support team serve and manage visitor and customer enquiries. Form your groups or teams with your staff members to answer enquiries from your CINNOX channels.
CINNOX provides the following Destinations on how staff can pick up your 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. +85260578655 | 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 QnA Maker - Google Dialogflow | 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, Web Link, and QR Code channels. | |
| IVR | IVR Menu e.g. General Enquiry | Requires assistance from our team to create IVR Menu in your service. Please get in touch with us for more information. |
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.
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.
IVR
Refer to this guide's IVR Menu section, or you can directly contact your CINNOX Account Manager.
Updated 5 months ago