Connecting Third Party Channel

Third party Channel for CINNOX lets you engage and support visitors and customers reaching out to your business from your channel to CINNOX seamlessly and efficiently.

Apart from social media apps (Messenger, WeChat and WhatsApp and LINE ), you can bring your other visitor and customer messaging channels as a third party channel in CINNOX using the Webhook API.

Your visitor and customer enquiries from your channel will route to your CINNOX staff members and create a two-way conversation between them. Your staff will respond using their CINNOX account in the web dashboard or mobile app.

Preconditions

A user (e.g., IT staff) who has permission to edit your app's configuration and administer the changes
Prepare the Outgoing Webhook

You will need the URL for your Outgoing Webhook to input in the CINNOX Dashboard. We'll send an HTTP POST request with a challenge parameter to your app, and the endpoint must respond with the challenge value.

Webhook message API: Please click here for the API reference.

Overview

For developers

The Omni message APIs are available for posting and receiving the message between third party channel and CINNOX.

Omni API endpoints	Descriptions
Incoming third party message api	Sending a POST request on this endpoint allows posting the message from a third party channel to CINNOX. (Message triggered from the third party channel)
Outgoing third party message api	This endpoint shows the contents that will be received from CINNOX when there is an enquiry comes in (Message triggered from CINNOX)

The generated access token can be found in the CINNOX dashboard. Refer to below Configuration section

For CINNOX administrator

Please follow the setup guide below to connect the third party channel to your CINNOX Service.

Creating Third-Party Channel

From the navigation menu, go to Channels > Third Party Channel.
On the Third Party channel page, click the Create Social button located on the top-right corner.
Click Connect your source for the other messaging channel

Connect your source

On the Select Third-Party Channel page that will display, click Set up another third-party account.
On the Connect to another Channel to CINNOX that will display, fill in the source name and the Outgoing Webhook fields.
- Source Type: enter the third party social channel source type name that you would like to connect with CINNOX, e.g., Microsoft Teams. This will also be used for report analytics purposes.
- Source Account: enter the name of your source you will connect as the third-party channel on CINNOX.
- Outgoing Webhook: copy and paste the Outgoing Webhook of your channel. As soon as you enter a URL, we'll send an HTTP POST request with a challenge parameter, and your endpoint must respond with the challenge value.
- Avatar: Upload an image for your Third Party Channel.

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Error
When the test connection fails, please ensure the "challenge" value that we sent you to the webhook URL has been entered correctly.

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Success
When the test connection is successful, it will proceed to the configuration page, and the access token is will be generated.

Configure your settings

Set how to distribute incoming enquiries from this channel to the target destinations.

Channel Name: the name of your channel that will display in your chance list.
Routing Settings: click Edit and choose the Routing Rules and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

Auto-Message Message Settings

You can enable and configure the following Auto-Reply Messages:

Welcome Messages: They are greetings sent to customers when they first message you.
Away Messages: They are only sent if no staff are available to answer an enquiry.
Close Enquiry Messages: They will be sent to the visitors' chatrooms when the staff or the system closes the enquiries.

Display Name Format
You may include staff display names in your messages. Choose from the following options:

No name to display
Staff first name
Staff first name + last name

Welcome Message

CINNOX provides a default welcome message.
Toggle the switch on to enable it.
After toggling on it, you can change the default message according to your need.

Away Message

CINNOX provides a default away message.
Toggle the switch on to enable it.
After toggling on it, you can change the default message according to your need.

Close Enquiry Message

CINNOX provides a default close enquiry message.
Toggle the switch on to enable it.
After toggling on it, you can change the default message according to your need.

1155 — Customise the Welcome, Away and Close Enquiry Messages

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.

Toggle the switch on to enable the Channel Custom Info.
Adds the required basic information about the channel on the blank space.
Click the Next button to complete all configurations, and the customised info appears on the Channel Custom Info.

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When the integration is successful, the assigned destination to handle your Third-party channel will notify visitor chat enquiries and reply to their messages using their CINNOX staff account.
Third-party channel enquiry details are displayed in the Enquiry Overview and Reports.

Authentication

From the navigation menu, go to Channels > Social.
On the Social page, click the Manage Source button located on the top-right corner. A pop-up window will show to display a list of sources that you have created.
Click the Third-Party Channel that you created
You will find the access token