Managing Social Channels

Social is a cross-channel service strategy that lets organisations use social media channels and messaging apps as customer touchpoints. This helps companies establish better relationships with their customers and visitors and improve their customers' experience with the brand.

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CINNOX Social

 

Creating Messenger Channel

Add your Facebook Pages as channels to your CINNOX service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their CINNOX Workspace.

Please refer to the Connecting Messenger section of this Guide.

 

Creating WeChat Channel

Add your WeChat Official Accounts as channels to your CINNOX service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their CINNOX Workspace.

For detailed instructions on setting up your WeChat channels, please refer to the Connecting WeChat to CINNOX section of this Guide.

 

Creating Whatsapp Channel

Add your WhatsApp Business API as channels to your CINNOX service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their CINNOX Workspace.

For detailed instructions on setting up your WhatsApp channels), please refer to the Connecting WhatsApp to CINNOX section of this Guide.

 

Creating LINE Channel

Add your LINE Official Accounts as channels to your CINNOX service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their CINNOX Workspace.

For detailed instructions on setting up your LINE channels, please refer to the Connecting LINE to CINNOX section of this Guide.

 

Creating WOZTELL Channel

Add your WOZTELL Channel as channels to your CINNOX service and let your staff members manage your customers' and visitors' enquiries from these pages directly on their CINNOX Workspace.

For detailed instructions on setting up your WeChat channels, please refer to the Connecting WOZTELL to CINNOX section of this Guide.

 

Viewing and Editing a Channel

To view a channel's details:

  • From the navigation menu, go to Channels > Social.
  • On the table that will appear, click on the name of the channel you wish to view. This will open the Channel Details page.

To edit a channel:
On the Channel Details page, click on the Edit button on each page's panel.

You may edit the following details:

Basic Information

  • Channel Name
  • Source

Routing Settings

  • Routing Rules
  • Destination

Sticky Routing

Message Settings

  • Display Name Format
  • Welcome Message
  • Away Message
  • Close Enquiry Message

Channel Custom Info

Click Save. A confirmation message that the channel details have been updated will appear.

 

Activating or Suspending a Channel

To activate or suspend a channel:

  • From the navigation menu, go to Channels > Social.
  • On the table that will appear, find the name of the channel you wish to activate or suspend.
  • Under the Status column, on the dropdown box, select Active or Suspend. A pop-up window will appear asking you to confirm the action.
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Activating/Suspending a Social media Page

  • Click OK.
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Activate/Suspend confirmation

 

Deleting a Channel

To delete a channel:

  • From the navigation menu, go to Channels > Social.
  • On the table that will appear, find the name of the channel you wish to delete.
  • Click the trash icon that will appear on the right-hand side, beside the channel's Status. A pop-up window will appear asking you to confirm the deletion.
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Deleting a Social media page

  • Click Delete, and it will remove the deleted channel from the Social list.
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Delete confirmation