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

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

  2. 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.
  1. 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 > Social.
  • On the Social page, click the Create Channel button located on the top-right corner. A pop-up window will show to display a list of sources that you can connect to.
  • Click Connect to the Third-Party Channel
Selecting Third-Party ChannelSelecting Third-Party Channel

Selecting Third-Party 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 Name: the source name of your third-party channel
    • 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.
Connecting SourceConnecting Source

Connecting Source

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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.

Source Connection Error MessageSource Connection Error Message

Source Connection Error Message

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Success

The test connection will proceed to the configuration page, and the access token is generated when the test connection is successfully connected.

 

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.
Configure the settingsConfigure the settings

Configure the settings

 

Customise your welcome and away messages

Set automatic welcome and away messages to your visitors and customers. Welcome messages are greetings sent to a visitor when they first message you. At the same time, an away message is sent if no staff are available to answer an enquiry. You may also choose to include your staff's display name when responding to your visitors' messages.

Display Name Format
You may include a display name on your messages whenever your staff members send them on behalf of your THird Party Channel. Choose from the following options:

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

Welcome Message
Greet your visitors when they send you their very first message.
CINNOX provides a default welcome message; you can change it according to your preference.

Away Message
When a visitor's enquiry is missed, send an auto-reply message that their enquiry will be attended by your expert agent shortly.

-CINNOX provides a default away message; you can change it according to your preference

Customise the messagesCustomise the messages

Customise the messages

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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 them 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
Access TokenAccess Token

Access Token

Updated 10 days ago


Connecting Third Party Channel


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