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 needed from your business support operations. 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 on 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).

Widget Visitor Open Chat EnquiryWidget Visitor Open Chat Enquiry

Widget Visitor Open Chat Enquiry

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

Widget Visitor and Agent Chat ConversationWidget Visitor and Agent Chat Conversation

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

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.

Weblink/QR Code Visitor Web ViewWeblink/QR Code Visitor Web View

Weblink/QR Code Visitor Web View

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

Weblink/QR Code Visitor Open EnquiryWeblink/QR Code Visitor Open Enquiry

Weblink/QR Code Visitor Open Enquiry

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

 

Enquiries from Social Messaging

Facebook Messenger

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

Visitor Starts the ConversationVisitor Starts the Conversation

Visitor Starts the Conversation

If you are a staff member with ACTIVE availability status and assigned to a Destination that serves the Messenger enquiries, 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 a profile photo of the user indicates that your customer is using the Messenger account.

Messenger Visitor Open EnquiryMessenger Visitor Open Enquiry

Messenger Visitor Open Enquiry

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

Messenger Visitor and Agent Chat ConversationMessenger Visitor and Agent Chat Conversation

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 a profile photo of the user indicates that your customer is using the WeChat account.

WeChat EnquiryWeChat Enquiry

WeChat Enquiry

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

WeChat Visitor and Agent Chat ConversationWeChat Visitor and Agent Chat Conversation

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.

If you are a staff member with ACTIVE availability status and assigned to a Destination that serves the WhatsApp enquiries, 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 a profile photo of the user indicates that your customer is using the WhatsApp account.

WhatsApp EnquiryWhatsApp Enquiry

WhatsApp Enquiry

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

WhatsApp Visitor and Agent Chat ConversationWhatsApp Visitor and Agent Chat Conversation

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.

If you are a staff member with ACTIVE availability status and assigned to a Destination that serves the LINE enquiries, 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 an LINE icon, and a profile photo of the user indicates that your customer is using the LINE account.

To answer the enquiry, click on its icon in the Open Enquiry panel. 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.

 

Email

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

To answer the enquiry, click on its icon in the Open Enquiry panel. CINNOX then creates a chatroom where you and your customer can send and receive emails replies.

 

Enabled Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and enquiry 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.

Enabled Channel Custom InfoEnabled Channel Custom Info

Enabled Channel Custom Info

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Important Notes

  • Channel Custom Info can be customised per Channel/tag/number.
  • Channel Custom Info is only available for inbound service.
  • In addition to Directory weblink, Channel Custom Info does not apply to other agent weblink and campaign weblink.
  • The system is limited to 10,000 characters; if exceeded, the chatbot message will not be sent.
  • Channel Custom Info will still be displayed as chatbot messages in the room of missed enquiry.

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

 

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:

When necessary, 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.

Refer to the Transferring Enquiry section of this Guide for more details.


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