Channel Source

What is a Channel Source?

A Channel Source in CINNOX refers to the third-party account of Social Media and Messaging Apps linked to the CINNOX Social Channel.

The Source of Social Channels could be:

• Messenger - Facebook Page
• WeChat - Wechat Official Account
• WhatsApp - WhatsApp Business Account API
• LINE - LINE Official Account
• WOZTELL
• Third Party Channel

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A source is required to connect and create a social channel successfully. You can only link one source to one social channel at a time.

View and Edit Source Details

To view a Source Details:

• From the navigation menu, go to Administration > Channels > Social, then click Manage Source at the top right corner of the page.

To edit a Source Details:

• Find the Source Type or the Source Account and click on it to open the Source Details page.
• Click Edit on the right-hand side for the details you need to update.

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Changes in the Source Details will take effect immediately after clicking Save.
To avoid connection disruption between your staff members and visitors, be mindful of the timing when editing source details.

Delete Source

A. For All Channel Sources (Except WhatsApp 360dialog and Messenger)

To delete a source:

• From the navigation menu, go to Administration > Channels > Social, then click Manage Source at the top right corner of the page.
• On the right-hand side of a particular source, click Delete Source.

A pop-up window will appear, asking to confirm the deletion of the Source.

• Click OK

B. For WhatsApp (360dialog)

• From the navigation menu, go to Administration > Channels > Social, then click Manage Source at the top right corner of the page.
• On the right-hand side of a particular 360dialog source, click Delete Source. A pop-up window will appear with these messages:

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360dialog - Delete Source and Cancel the Subscription

Please note that the deletion process is not instant. The source status will be changed to "Pending Deletion".
The WhatsApp Source and the number will be permanently deleted at the end of the current month. Your WhatsApp number can still send and receive messages as usual during this period.

Deleting a source will cancel your WABA subscription with CINNOX. The phone number will also be removed from your 360dialog account.

Please click theContact Sales button to proceed with the deletion request.

A new tab will be opened for the form to fill out your information and deletion request on the Message part. Click Submit to complete the request.

• When our team process the delete request, the tooltip of the Source shows "Source status is pending detection".
• When the Source is permanently deleted, the Source will disappear on the Manage Source page.

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• You can still send and receive messages when the source deletion is pending.
• The source will be permanently deleted at the current month's end. At this point, you will not be billed for your license fee and conversation fee.
• To check your bill, please log in to your CINNOX dashboard and navigate to My Plan>Plan Monitoring. The Social section shows your bill for WhatsApp usage.

C. For FB Messenger

To delete a source:

• From the navigation menu, go to Administration > Channels > Social, then click Manage Source at the top right corner of the page.
• On the right-hand side of a particular Messenger source, click Delete Source.

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You will be asked to log in to your Facebook Account > select the Facebook Page, and toggle on or off the permissions to CINNOX.

Your Social channel with Messenger source will not work if you disable the permissions. Refer to Facebook Page Permission Settings for more details.