Serving Chat Enquiries

CINNOX chat works the same way as any instant messaging application. You can send and receive instant messages to and from your visitors using an internet connection.

Your website visitors and customers can chat with you using the CINNOX Widget's Tag Directory, Staff Directory, or click-to-action (CTA) button. They can also reach you through the Weblinks and QR codes you share or post in marketing campaigns and advertisements or by sending a message on your Facebook Pages.

You can answer and attend to these messages as enquiries on your CINNOX service. CINNOX lets you switch between calls and chat, depending on the support and response your business support operations need. You can also switch between rooms and reply to messages from your Space group chats.

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An open enquiry displays in the Enquiry Panel until a staff member has picked up the enquiry or reached the maximum waiting time.

The maximum waiting time is as follows:

  • Broadcast Chat Enquiry = 60 seconds
  • Direct Chat Enquiry = 60 seconds

 

Enquiries from the Website

The conversation between you and your website visitor begins when they click on the CINNOX Widget, select the chat icon in the Tag or Staff Directory, or click a click-to-action (CTA) button (1).

If you are a staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Staff enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel (2).

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Widget Visitor Open Chat Enquiry

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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Widget Visitor and Agent Chat Conversation

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To know how to install the CINNOX web widget in your website, please visit our detailed Guide.

 

Enquiries from Web Links/QR Codes/Campaigns

The conversation between you and your visitor using a CINNOX weblink or QR code begins when they click the weblink or scan the QR code and then click on the Engage Now button on the web page that appears.

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Weblink/QR Code Visitor Web View

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Direct enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

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Weblink/QR Code Visitor Open Enquiry

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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Enquiries from Social Messaging

Facebook Messenger

The conversation between you and your Facebook Messenger visitor begins when they click the Send Message button on the Facebook Page and send their messages via Messenger. CINNOX then replies with an automated welcome message.

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Visitor Starts the Conversation

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the Messenger enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from Messenger comes with a Messenger icon, and the user's profile photo indicates that your customer is using the Messenger account.

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Messenger Visitor Open Enquiry

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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Messenger Visitor and Agent Chat Conversation

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To know how to bind a Facebook Page with CINNOX, please visit our detailed Guide.

 

WeChat

The conversation between you and your WeChat visitor begins when they follow your WeChat Official Account and then send their first message in the chat window. CINNOX then replies with an automated welcome message.

If you are a staff member with ACTIVE availability status and assigned to a Destination that serves the WeChat Enquiries, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from WeChat comes with a WeChat icon, and the user's profile photo indicates that your customer is using the WeChat account.

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WeChat Enquiry

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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WeChat Visitor and Agent Chat Conversation

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To know how to bind a WeChat Official Account with CINNOX, please visit our detailed Guide.

 

WhatsApp

The conversation between you and your WhatsApp visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message.

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the WhatsApp enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from WhatsApp comes with a WhatsApp icon, and the user's profile photo indicates that your customer is using the WhatsApp account.

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WhatsApp Enquiry

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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WhatsApp Visitor and Agent Chat Conversation

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To know how to bind a WhatsApp Business API account with CINNOX, please visit our detailed Guide.

 

LINE

The conversation between you and your LINE visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message.

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the LINE enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from LINE comes with a LINE icon, and the user's profile photo indicates that your customer is using the LINE account.

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Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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To know how to bind a LINE Official Account with CINNOX, please visit our detailed Guide.

 

WOZTELL

The conversation between you and your WOZTELL channel visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message (if enabled).

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the WOZTELL channel enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from the WOZTELL channel comes with a WOZTELL icon, and the user's profile photo indicates that your customer is using the WOZTELL channel.

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

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Woztell Visitor and Agent Chat Conversation

 

Enquiries from Email

The email conversation between you and your customer begins when they email your bound email support with CINNOX email.

Suppose you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Email enquiries. In that case, the CINNOX Dashboard or App will alert you of the email enquiry. It will also appear on your Open Enquiry panel.

An enquiry from email comes with an email icon.

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Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX creates a chatroom where you and your customer can send and receive email replies.

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To know how to bind an Email Support with CINNOX, please visit our detailed Guide.

 

Enquiries from the Third Party Channel

The conversation between you and your Third Party channel visitor begins when they send their first message in the chat window. CINNOX then replies with an automated welcome message (if enabled).

Suppose you are a staff member with ACTIVE availability status and assigned to a Destination that serves the Third Party channel enquiries. In that case, the CINNOX Dashboard or App will alert you of the message. It will also appear on your Open Enquiry panel.

An enquiry from the Third Party channel comes with a third-party icon, and the user's profile photo indicates that your customer is using the third-party channel.

Click on its icon in the Open Enquiry panel to answer the enquiry. CINNOX then creates a chatroom where you and your visitor can send and receive messages simultaneously.

 

Enabled Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

The custom info is displayed on the staff side at the chat room section for the chat enquiry.

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Enabled Channel Custom Info

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Important Notes

  • You can customise the Channel Custom Info per Channel - Directory/Tag, Number, Social and Third Party Channel.
  • Channel Custom Info is available for call and chat enquiries.
  • The Channel Custom Info does not support Direct Staff Enquiry and Enquiry from the Campaign Web Link.

 

Sharing Files and Transferring Enquiries

You can share images, videos, documents and quick links in the enquiry chatroom.

For more information on what files can you share in a chatroom, refer to the Sharing Files section of this Guide.

 

Transfer an Enquiry

You can enhance your service with your visitors by maximising the use of CINNOX features:

Transfer an enquiry to another staff member directly to a group of staff agents via Tag or Virtual Number or a phone number using Dial pad if necessary.

Refer to this Guide's Transferring Enquiry section for more details.


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