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Release Notes

v4.11.0

Release Date: 24th April 2026

🎛️ Now made even better

General Chatbot Integration (Enhanced with Streaming Message Support)

We’ve expanded our General Chatbot integration to deliver faster, more conversational experiences.

In addition to existing JSON-based chatbot responses, CINNOX now supports Streaming Messages using Server‑Sent Events (SSE). This allows chatbot replies to appear progressively, token‑by‑token, instead of waiting for the full response before displaying it in the chat.

Key benefits:

  • More natural, real-time conversational flow
  • Improved perceived response speed for end users
  • Seamless integration with chatbots from any third-party platform

Call Campaign – Agentless Dialler Enhancement

The Agentless Dialler in Call Campaigns has been enhanced to support richer post-answer interactions, enabling audio playback and/or live agent transfers once a call is answered.

A: Play Audio Prompt

  • Play a pre‑recorded message when the recipient answers the call.
  • Ideal for announcements, reminders, or pre‑recorded campaign messages.

B: Transfer to Live Agent

  • Route the call to a live agent after the call is answered or the audio prompt is played.
  • Ideal for campaigns that require live agent follow‑up after initial call engagement, including sales and customer service scenarios.

You may use either option independently or both together, depending on your campaign needs.

Others

SMS Message Count

  • Displays a real-time character counter and estimated SMS segments.

Dial Pad

  • Displays recent call history.
  • Entering a number now dynamically filters the contact list.

Staff Management – Detail Page

  • Handling Destination and Channel are now linked and clickable for easy navigation to their respective pages.

Various Bug Fixes and User Experience Improvements

  • General stability, performance, and usability enhancements.

v4.10.0

Release Date: 26th February 2026

🎛️ Now made even better

Workspace Improvement
We enhance user efficiency and experience in managing and navigating the Workspace room list.

Room List Filter Enhancement

  • Recent Chat List – Customize filters and rename for quick access.
  • External, Internal, Space Rooms – Existing room types remain for easy navigation.
  • SMS Inbox (new) – View and manage SMS conversations directly in Workspace.
  • Browse Public Spaces (new) – Discover and join public spaces effortlessly.
  • Create Filters for Custom Views (new) – Build personalized filters for specific needs.
  • Reorder Filters (new) – Arrange filters in the order that suits your workflow.

Others

  • Various bug fixes and user experience improvements.

v4.9.0

Release Date: 30th January 2026

🎉 What's new
SMS Keyword Auto-Reply
Automate SMS responses instantly with Keyword Auto-Reply in CINNOX.

When customers send an SMS containing predefined keywords, the system automatically replies with a preset message — no agent required.

Key Benefits

  • ⚡ Instant responses to inbound SMS

  • 🤖 Automated opt-in/opt-out handling

  • 📉 Reduced agent workload

  • ✅ SMS consent compliance

  • 📣 Ideal for campaigns, events, and promotions

How It Works

  • Customer sends SMS to a CINNOX virtual number

  • System detects configured keywords

  • Auto-reply is sent immediately

  • Message is logged in SMS Inbox & Reports

Common Use Cases

  • Campaign opt-in (e.g., “YES”)

  • Unsubscribe/opt-out (e.g. “STOP”)

  • Event follow-ups

  • Lead acknowledgement

Others

  • Various bug fixes and user experience improvements.

v4.8.0

Release Date: 7th August 2025

🎉 What's new

SMS Inbox is Here!

Say hello to streamlined SMS communication across the CINNOX Dashboard and Mobile App. Your team can now manage every SMS conversation in one shared, secure inbox with full access control.

✨ Key Features

  • Send & Receive SMS: Use your CINNOX Virtual Number to engage with customers directly.
  • Unified Inbox: View campaign responses and customer replies in one simple interface.
  • Permission Controls: Define who can send, read, or reply to messages—ensuring secure collaboration.

Whether you're running SMS campaigns or chatting with customers directly, SMS Inbox keeps everything organised and accessible—boosting collaboration and responsiveness.

🚀 Getting Started

Ready to unlock SMS IN/OUT capabilities? Contact Your Account Manager to request a CINNOX Virtual Number today.

Others

  • Various bug fixes and user experience improvements.

v4.6.0

Release Date: 6th January 2025

🎛️ Now made even better

Enquiry Chat Auto Pick-Up

New and transferred enquiries are automatically assigned to designated staff, removing the need for manual pick-up and speeding up response times.

Highlights

  • Auto-assigns enquiries based on channel rules
  • Prioritises the first available staff in the routing order
  • Configurable via Tools & Settings > Enquiry Settings
  • “Auto Close Enquiry” renamed to Enquiry Settings

Improved Transfer of Ongoing Enquiries

Ongoing enquiries can now be transferred more flexibly for smoother collaboration.

  • Agents can take over or transfer bot-handled enquiries
  • Admins & Supervisors can transfer enquiries handled by bots or agents

Quick Filters in Enquiries Monitoring

New quick filters help teams focus on the right enquiries faster.

  • Agents: View Your Enquiries or Bot Enquiries
  • Admins & Supervisors: View Your Bot or Team enquiries

ACD - Fixed Order Routing

Enquiries are routed to agents in a fixed, predefined order.

  • Predictable and consistent assignment
  • Simplified routing logic
  • Faster enquiry handling

Send WhatsApp Authentication (OTP) via Campaign and API

Send secure WhatsApp OTPs through Campaigns or APIs for reliable user verification.

  • Secure and reliable OTP delivery
  • Supports Campaign and API workflows
  • Easy integration with existing systems

Send SMS via API with Alphanumeric Sender ID

Send SMS using a custom sender name to improve branding and trust.

  • Branded sender ID
  • Higher message recognition
  • API-based integration

Others

  • Various user experience improvements.

v4.5.0

Release Date: 6th August 2024

🎉 What's new

ACD - Most Idle and Round-Robin Routing

New routing options for Automatic Call Distribution (ACD) improve workload balance and agent efficiency.

  • Most Idle Routing– Sends enquiries to the agent idle the longest, keeping agents engaged and workloads fair
  • Round-Robin Routing – Distributes enquiries sequentially among agents for even task allocation

Queue Monitoring

Real-time insights into enquiries, agent status, and customer wait times.

  • Track enquiries as they enter the queue
  • Identify bottlenecks quickly to maintain high service levels
  • Supports multiple distribution methods

Queue Report

Comprehensive view of queue performance and efficiency.

  • Analyse queue metrics to optimise resource allocation
  • Make data-driven improvements for better service

🎛️ Now made even better

Enhanced Enquiry Overview

  • Enquiry Overview is now the Monitoring page with Enquiries and Queues tabs
  • Track real-time queue status, distribution, and agent availability

Customisable Ringing Timeout

  • Adjust how long agents are notified for new enquiries via Queue (default: 30 sec)

Copilot → Smart Reply

  • Renamed and relocated to the chat input bar
  • AI-powered suggestions for ongoing enquiry conversations (requires Azure OpenAI account)

Widget Icon Customisation

  • Custom icons for web and mobile widgets for better visibility and UX

Others

  • Various user experience improvements.

v4.4.0

Release Date: 1st July 2024

🎉 What's new

Advanced Interactive Voice Response (IVR)

Build and manage IVR flows with a flexible, tree-based designer that supports both simple and complex call-routing scenarios.

Key benefits

  • Route callers to the right team or agent automatically
  • Customise multi-level IVR flows to fit your business needs
  • Improve caller experience and reduce wait times
  • Set up quickly using an intuitive visual flow builder

Call Detail Report - New View

The Call Detail Report has been redesigned to provide clearer and more actionable insights.

What’s changed

  • Summary row removed for better clarity
  • New call metrics and Parent Call ID added to group-related calls
  • First row now shows the initial handler and first-leg duration
  • Applies to both in-app view and Excel downloads
  • Only records created after launch appear in the new view

🎛️ Now made even better

Widget Customisation

We've made updates to widget functionality to offer increased customisation and provide an improved user experience:

  • Multiple widget appearances under one service, allowing for more customisation options.
  • The maximum number of widgets under one service has been increased to 30, enabling greater flexibility and scalability.
  • Language support has also been expanded to include Russian, Korean, and Spanish.

Enquiry Overview

  • We've added a sorting feature for open-state enquiries, allowing for better prioritisation. You can now view the exact date of each enquiry, providing more specific information about when the enquiry was made.

Auto Close Enquiry

  • We've added a new functionality that allows Offnet Call Enquiries to be automatically closed once the call has ended.

Enquiry Report

  • The staff can now view the enquiry chat room and its details by clicking an enquiry in the Enquiry Report.

Staff Report

  • Our Staff Report Overview Chart has been expanded to include additional details for time and type views, providing more comprehensive insights.

Others

  • Directory (Tag) Channel: Now supports markdown for auto-messages.
  • Secure Chat Transmission: Visitors and customers are prevented from sending credit card numbers for their security.
  • Call Recording: Added pause & resume functionality.
  • Smart Calling: Staff admins can now manage campaign status.
  • External Contacts: Search contacts by company name, which is available now.
  • SMS: Added content number validation feature.
  • Various user experience improvements.

v4.3.0

Release Date: 31st January 2024

🎉 What's new

AI Enquiry Summary

Quickly access key points from long chats or call transcripts without reading everything.

Key Benefits:

  • Time-saving: Get concise summaries instantly
  • Action-oriented: Make decisions without missing crucial info
  • Improved customer satisfaction: Reduce wait times with faster responses

To use AI Enquiry Summary:

  • Sign up for an Azure OpenAI account
  • Connect your Azure OpenAI account with CINNOX
  • Enable Enquiry Chat and Call Summary

Advanced Enquiry Routing (for Virtual Number Channel)

Create dynamic routing flows with an intuitive tree diagram to direct enquiries to the right teams or agents, even during busy periods or holidays.

Key Benefits:

  • Streamlined enquiry handling with custom queues
  • Flexible routing to match business needs
  • Improved customer experience with faster resolutions
  • Enhanced agent productivity through seamless workflows

🎛️ Now made even better

Improved Smart Campaign with Supervised and Agentless Diallers

  • Supervised Dialler– Sequentially dials numbers and lets agents initiate calls when ready
  • Agentless Dialler– Dials multiple numbers simultaneously, then routes calls automatically to available agents

Improved Staff Status with Custom Statuses

  • Create custom statuses to clearly indicate availability and reasons for unavailability

Improved Call Prompt with Recording and Campaign Prompts

  • Add a Recording Prompt notice before calls are recorded
  • Add a Campaign Prompt as your Smart Call Campaign greeting

Improved External Contact Management

  • All staff can view and merge external contacts, regardless of the owner
  • Search by company name and simplified import process

Improved Enquiry Overview

  • Pick up enquiries directly from the overview
  • Bulk update missed enquiries to closed
  • More search filters, including Case ID, Enquiry Origin, Last Handled Destination, and Endpoint

Improved Open API

  • Added a new endpoint for GET Transcription File

Others

  • Combined the Chat & Call Web links into one web link.
  • Multiple languages for custom fields are supported.
  • Improved alerts for devices and browsers for microphone or camera issues.
  • Added an introductory Message to Staff when using the CINNOX Q&A Bot
  • Added a field to enter the Case ID in an enquiry, which is available for search
  • Improved Auto Close Enquiry Settings
  • Improved search filters on the reports
  • Various user experience improvements.

v4.2.0

Release Date: 16th November 2023

🎉 What's new

Boost Productivity with CINNOX Q&A Bot

The CINNOX Q&A Bot is an AI-powered virtual assistant that answers chat and audio queries using your custom prompts and knowledge base.

It can also be deployed internally as a staff chatbot—for example, as an Internal Process Bot or User Manual Bot—helping teams save time and work more efficiently.

To use CINNOX Q&A Bot:

  • Sign up for an Azure OpenAI account
  • Connect your Azure OpenAI account with CINNOX
  • Upload your Data Sources (e.g., Knowledge Base Documents)
  • Create the CINNOX Q&A Bot and add Custom Prompts

AI-Suggested Labels and Topics

AI-Suggested Labels and Topics analyze live conversations and recommend relevant labels and topics in real time.

This helps agents categorise enquiries faster, reduce manual work, and focus on delivering better customer experiences.

  • To use AI-Suggested Labels and Topics:
  • Sign up for an Azure OpenAI account
  • Connect your Azure OpenAI account with CINNOX
  • Enable AI Suggested Labels and Topics

Messaging with Markdown

CINNOX now supports Markdown formatting, making messages clearer, structured, and easy to read.

Agents can quickly format text to highlight key points, organise information, and share links with minimal effort.

Supported Markdown Formats and Styles include:

  • Headings to structure your messages effectively.
  • Emphasis options like Bold, Italic, and Strikethrough to highlight important text.
  • Lists for organised and easy-to-follow points.
  • Code and Code Blocks are used to share code snippets in a readable format.
  • Tables to present data neatly.
  • Links to include external resources seamlessly.
  • And more

🎛️ Now made even better

Enhanced Control Over Chatbot Enquiries

Agents can now monitor chatbot conversations in real time and take over instantly when human assistance is needed. This ensures smoother handoffs, faster resolution of complex enquiries, and a better customer experience.

Labelling External Contacts
Labels can now be applied to external contacts—not just enquiries. Categorise contacts such as VIP, Key Supplier, or New Lead to prioritise communication and manage contacts more efficiently.

Improved Call Report

Updates include

  • “Call Duration” renamed to Billing Duration
  • Clear call end indicators (ACD, IVR, visitor, or agent)

Downloadable reports

  • “Caller IP” renamed to Call Country
  • New call-forwarding related columns
  • Empty fields displayed as N/A

Improved Viewing and Editing External Contacts
External contact details can now be viewed and edited at any enquiry stage—ongoing, missed, or closed—making contact management faster and more flexible.

Others

  • Various user experience improvements.

v4.1.0

Release Date: 14th September 2023

🎉 What's new

Chat Translation for Global Interaction

Chat Translation automatically translates customer messages into the agent’s language, enabling smooth communication across multilingual teams and global customers.

It’s available in external (enquiry), internal, space, and conference chat rooms.

How to use

  • 🔑 Sign up for an Azure OpenAI account
  • 🔑 Connect your Azure OpenAI account with CINNOX
  • 🔑 Enable Chat Translation in all chat rooms

Standard Chatbot Integration

CINNOX now supports a standard third-party chatbot integration, allowing external chatbot platforms to handle customer enquiries.

Key highlights

  • Bring your Chatbot to CINNOX with the POST method
  • Use the Chatbot as a Destination for Channels with the chat function

🎛️ Now made even better

Loopback and Blind Transfer Enquiries

Enquiry transfers now support two flexible options:

  • Loopback Transfer – Returns the enquiry to you if the assignee doesn’t respond

  • Blind Transfer – Marks the enquiry as missed if not picked up

These transfer types can also be used to hand off enquiries from chatbots to live agents.

SIP In to IDD Termination
Allows customers with M800 / CINNOX virtual numbers or verified service numbers to seamlessly make calls from their platform, send them directly to CINNOX, and use the SIP information to terminate the call efficiently.

Audit Log with WhatsApp Engagement
Administrators can view the changes made in the WhatsApp Engagement Settings in the audit log, ensuring complete transparency and accountability in managing the processes.

Visitors' Messages in Missed Enquiries
Staff can now view visitors' messages directly when accessing missed enquiries from the Enquiry Overview page, providing visibility and essential context before following up on them.

Enhanced Contact Info Management in Enquiry Side Panel

Staff with admin, supervisor, and custom roles with data access to an enquiry can update the contact information on the chat room-side panel.

Others

  • Various user experience improvements.

v4.0.0

Release Date: 10th August 2023

🎉 What's new

WhatsApp Outbound to Expand Your Engagement

CINNOX now supports WhatsApp outbound messaging, allowing you to proactively start conversations with prospects and customers—not just respond to enquiries.

Use WhatsApp to reach your audience, share updates, and continue conversations seamlessly once they reply.

Getting started

  • Set up a WhatsApp channel via a 360dialog BSP
  • Create Meta-approved WhatsApp templates
  • Send outbound messages using approved templates
  • Continue the conversation when recipients respond

🎛️ Now made even better

Improved Private Message

  • While monitoring enquiries in your Enquiry Overview, you can now leave a private message to the enquiry you want to make important notes and draw attention to your agents and colleagues for more efficient and accurate handling of enquiries.

Improved WhatsApp Campaign

  • We have updated the template upload, incorporating variable mapping to facilitate faster and more efficient campaign creation.

Improved Staff Report

  • We have significantly improved the Staff Report, enhancing metrics' visibility and presentation and providing comprehensive insights into staff performance and customer engagement.

Improved Call Report

  • We have updated the Call Report Overview with the enhanced calculation of the Total Answered Calls and the Answer Seizure Ratio (ASR).

Others

  • Various user experience improvements.

Pricing Plans

For feature availability, please check our Pricing Plans.

Resources

For installation, configuration, usage instructions, terms, and frequently asked questions, please refer to our comprehensive documents as follows:

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Last modified: 2026-05-05