Zapier

New external contact created

Key = status
Value = create

Key = name
Value = (The full name of the external contact profile created.)

Trigger the action when CINNOX has received a new incoming enquiry.

External contact edited

Key = status
Value = edit

Key = name
Value = (The full name of the contact profile that has been edited successfully)

Trigger the action when an external contact has been edited in CINNOX.

External contact merged

Key = status
Value = merge

Key = name
Value = (The full name of the external contact that has been merged with the other contact.)

Trigger the action when the external contact has been merged in CINNOX.

Transferred external contact ownership

Key = status
Value = transfer

Key = name
Value = (The full name of the external contact whose ownership has been transferred)

Key = fromOwnerID
Value = (The previous owner id)

Key = toOwnerID
Value = (The updated owner id)

Trigger the action when the external contact owner has been transferred to another in CINNOX.

External contact deleted

Key = status
Value = delete

Key = name
Value = (The full name of the contact that has been deleted successfully.)

Trigger the action when an external contact has been deleted in CINNOX.

New incoming enquiry

Key = status
Value = Opened

Key = enquiryID
Value = (Enquiry ID)

Key = displayCaseNumber
Value = (Enquiry display number)

Key = type
Value = (Enquiry type e.g. Broadcast Chat, Broadcast Call, Direct Chat and Direct Call)

Key = channel
Value = (Channel e.g. CINNOX, Virtual Number, Email, Third Party Channel, Messenger, WhatsApp, WeChat, LINE or WOZTELL)

Key = date
Value = (Date & Time)

Key = destination
Value = (destination id)

Key = destination Types
Value = (Destination Type e.g. STAFF, PSTN or TRUNK)

Trigger the action when CINNOX has received a new incoming enquiry to CINNOX.

Enquiry being handled by an agent

Key = status
Value = Handling

Key = enquiryID
Value = (Enquiry id)

Key = displayCaseNumber
Value = (Enquiry display number)

Key = type
Value = (Enquiry type e.g. Broadcast Chat, Broadcast Call, Direct Chat and Direct Call)

Key = channel
Value = (Channel e.g. Directory - Web Link, Campaign, Virtual Number, Messenger, WhatsApp, WeChat, LINE, WOZTELL, Email or Third Party Channel)

Key = date
Value = (Date & Time)

Key = destination
Value = (destination ID)

Key = destination Types
Value = (Destination Type e.g. STAFF, PSTN or SIP Trunk String)

Trigger the action when the enquiry has been handled in CINNOX.

Enquiry closed

Key = status
Value = Closed

Key = enquiryID
Value = (Enquiry id)

Key = displayCaseNumber
Value = (Enquiry display number)

Key = type
Value = (Enquiry type e.g. Broadcast Chat, Broadcast Call, Direct Chat and Direct Call)

Key = channel
Value = (Channel e.g. Directory - Web Link, Campaign, Virtual Number, Messenger, WhatsApp, WeChat, LINE, WOZTELL, Email or Third Party Channel)

Key = date
Value = (Date & Time)

Key = destination
Value = (destination id)

Key = destination Types
Value = (Destination Type e.g. STAFF, PSTN or SIP Trunk String)

Trigger the action when the enquiry has been closed in CINNOX.

Missed enquiry

Key = status
Value = Missed

Key = enquiryID
Value = (Enquiry id)

Key = displayCaseNumber
Value = (Enquiry display number)

Key = type
Value = (Enquiry type e.g. Broadcast Chat, Broadcast Call, Direct Chat or Direct Call)

Key = channel
Value = (Channel e.g. Directory - Web Link, Campaign, Virtual Number, Messenger, WhatsApp, WeChat, LINE, WOZTELL, Email or Third Party Channel)

Key = date
Value = (Date & Time)

Key = destination
Value = (destination id)

Key = destination Types
Value = (Destination Type e.g. STAFF, PSTN or TRUNK)

Trigger the action when the enquiry has been missed in CINNOX.

Receive SMS delivery receipts status

Key = transactionId
Value = (The unique transaction id for each SMS)

Key = recipientNumber
Value = (recipient phone number)

Key = recipientCountry
Value = (recipent country)

Key = responseCode
Value = (response code)

Key = status
Value = (receipt status)

Key = exception
Value = (error message - for error response only)

Trigger the action when CINNOX has received the status of the SMS delivery receipt.

Get Enquiry detail

Key = Display Case Number (The required field)
Value = (displayCaseNumber)

Key = _id
Value = (DB record ID in CINNOX)

Key = uniqueKey
Value = (Internal Use)

Key = createdAT
Value = (Enquiry creation time)

Key = svcID
Value = (Service account ID)

Key = inquiry
Value = (Enquiry ID)

Key = tag
Value = (Tag ID)

Key = visitor
Value = (Visitor ID)

Key = roomID
Value = (Enquiry room ID)

Key = initChannel
Value = (Channel Type adopted by the enquiry)
- CALL
- IM (Instant message)

Key = omniType
Value = (Omni-channel type adopted by the enquiry)
- CINNOX (Including Virtual Number, Weblink, directory staff, etc)
- FACEBOOK (Facebook)
- LINE (LINE)
- WECHAT (WeChat)
- WHATSAPP (Whatsapp)
- THIRDPARTY (Third party channel)
- CHATBOT (Chatbot)
- EMAIL (Email)

Key = ip
Value = (Visitor's IP address)

Key = language
Value = (language supported by the staff agent)
- en (English)
- it (Italian)
- ja (Japanese)
- th (Thai)
- zh-hans (Simplifed Chinese)
- zh-hant (Traditional Chinese)

Key = location
Value = (Visitor's location)

Key = locationDetail
Value =

• regionCode (Country code based on ISO 3166-1 alpha-2)
• subdivision (Country subdivision code based on
  ISO 3166-1 alpha-2)
• city (City where the visitor made the enquiry)
• province (Province where the visitor made the enquiry)

Key = platform
Value = (Platform where visitor uses for enquiry. e.g. ios)

Key = status
Value = (Enquiry status)

Key = closedByType
Value = (by whom/which the enquiry is closed)
- staff
- visitor
- system

Key = displayCaseNumber:
Value = (Displayed enquiry ID in CINNOX Dashboard)

Key = channel
Value = (channel type adopted by the enquiry)
- Directory
- Web Link
- Campaign
- Virtual Number
- Email
- Messager
- WhatsApp
- WeChat
- LINE
- Third Party Channel
- WOZTELL

Key = destinationID
Value = (Destination ID)

Key = destinationName
Value = (Destination name)

Key = destinationType
Value = (Destination type)
- PHONE (PSTN Phone)
- STAFF (Staff List)
- TRUNK (SIP Trunk)

Key = destinationEndPoint Value = (Destination Endpoint)

Key = handledType
Value = (The method used to handle the enquiry)
- STAFF (Staff List)
- Phone (PSTN Phone)
- TRUNK (SIP Trunk)

Key = handledTarget
Value = (Agent's eid or phone number of enquiry handler)

Key = handledPartyName
Value = (Agent who handled the enquiry)

Key = huntedStaffTargetHistory
Value = (List of agents who picked up this enquiry)

Key = channelDetail
Value = (Details of the sub-channel)
- type (Channel sub-type, e.g. Tag or Staff in Directory)
- id: (Channel ID)
- maaiiDisplayName (Channel's displayed name)

Key = inquiryType
Value = (Enquiry type)
- Broadcast (Alerts all staff members and one of them picked up the enquiry)
- Direct (Directs to a specific agent)

Key = updatedAt
Value = (Time for update on the enquiry)

Key = closedAt
Value = (Closing time for the enquiry)

Key = inquiryGroup
Value = (Enquiry group details)

Key = transferredParty
Value = (Info of the destination where the enquiry was transferred)

Key = pickedUpAt
Value = (Time for the enquiry to be picked up)

Key = missedAt
Value = (Time for the enquiry to be missed)

Key = reopenedAt
Value = (Time for the enquiry to be re-opened)

Key = handledPartyDepartment
Value = (Department ID of the agent)

Key = visitorName
Value = (Visitor's full name)

Key = closeDuration
Value = (Enquiry duration, in milliseconds)

Key = historyJoined
Value = (ID of the agent who joined the enquiry)

Key = attachment
Value = True (With attachment)/ False (With no attachment)

Key = staffFirstName
Value = (Staff's first name)

Key = staffLastName
Value = (Staff's last name)

Key = visitorFirstName
Value = (Visitor's first name)

Key = visitorLastName
Value = (Visitor's last name)

Key = cid
Value = (Internal use)

Allows you to query the enquiry details

Get External Contact Detail

Key = Full Name (The required field)
Value = (Full name - The format should be First name{SPACE}Last name, support exact search only)

Key = id
Value = (External contact id)

Key = firstName
Value = (External contact first name)

Key = lastName
Value = (External contact last name)

Key = mobilePhone
Value = (Mobile contact number)

Key = workPhone
Value = (Work contact number)

Key = homePhone
Value = (Home contact number)

Key = otherPhone
Value = (Other contact number)

Key = email
Value = (Email address)

Key = personalEmail
Value = (Personal email address)

Key = otherEmail
Value = (Other email address)

Key = facebook
Value = (Facebook id)

Key = whatsApp
Value = (WhatsApp number)

Key = weChat
Value = (Wechat id)

Key = line
Value = (LINE id)

Key = twitter
Value = (Twitter id)

Key = linkedin
Value = (Linkedin account)

Key = companyName
Value = (Company name)

Key = department
Value = (Department team)

Key = jobTitle
Value = (Job Title)

Key = birthday
Value = (Birth date)

Key = language
Value = (Preferred language)

Key = addresses.street
Value = (Mailing address)
Key = addresses.city
Value = (Mailing city)
Key = addresses.state
Value = (Mailing state)
Key = addresses.zipcode
Value = (Mailing zipcode)
Key = addresses.country
Value = (Mailing country)

Key = customerType
Value = (Customer type)

Key = group
Value = (Contact group)

Key = level
Value = (Contact level)

Key = ownerID
Value = (Contact owner id)

Key = ownerName
Value = (Contact owner name)

Key = ownerDepartment
Value = (Contact - owner department)

Key = sharedWith
Value = (Staff member (staff id) shared with the contact)

Key = slavecontacts
Value = (Merged contacts (contact id))

Allows you to query the external contact details

Get Number list

Key = Number Type
Value = (Drop down list - access-numbers (Virtual Number); cli (Service Number); sms-numbers (Alphanumeric))

Key = ServiceID
Value = (The service account ID)

Key = Number
Value = (The number)

Key = type
Value = (Type of the number)
- CUSTOM (Service number).
- ALPHANUMERIC.
- TF (Toll-free number).
- DID (Local number)

Key = country
Value = (The country where the phone number was registered)

Key = expireDate
Value = (Number expiry date)

Allows you to query the available number list

Send SMS

Key = Number Type
Value = (Drop down list - Virtual Number / Service Number)

Key = Sender Number
Value = (select from the drop down list)

Key = Receipient Number
Value = (Receipient Number, Format: Country code+Service Number)

Key = Text
Value = (SMS Content: The text of SMS message)

• Note: The limit of characters in a SMS message: English: 160 characters; Chinese: 70 characters. CINNOX will charge for each SMS sent.

Key = Response Code
Value = (response code)

Key = Exception
Value = (Error message)

Allows you to send the SMS