Overview

Zapier is a tool that helps automate repetitive tasks between two or more apps with zero free code. Zapier can tell another app to perform (or do) a particular action when an event happens in one app.

What can be automated with Zapier?

Zapier links app A with app B.
Let's say you use app A for project management and app B for the calendar to manage your project schedule. When app A creates a new task through Zapier, the time-related events for this new task will automatically be created for app B as your reminder.

Some Use Cases Between Zapier and CINNOX

  • ​Create a new item for the follow-up actions to another app for the missed enquiry with the enquiry ID from CINNOX.
  • Create a new contact to another app when the external contact is created on CINNOX.
  • Update the corresponding status to another app when the new external contact is created in CINNOX.

For more details, please refer to Zapier Online Documentation

 

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Zapier integration is available in the Omnichannel Contact Centre plan and up. For more details, refer to our CINNOX Pricing page.

 

Integrating Zapier and CINNOX

Create your Zapier Account and integrate it into the CINNOX service using the CINNOX-generated App ID and App Token and Base URL in your Zapier Account to complete the integration and authentication.

 

Generate CINNOX Credentials for Zapier Authentication

To generate the credentials, you must create a Zapier Account on CINNOX Dashboard.

  • Navigate to Administration>Service Integration.
  • Click on Zapier under the Third Party Integration
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Select Zapier

 

  • Click on Add Zapier Account and enter your Zapier Account Name (it can be any name) to generate an APP ID and App Token to connect with and authenticate your Zapier Account.
  • Click on Confirm
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Enter your Zapier Account Name

 

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The Zapier Account Name in both CINNOX and Zapier should be the same for the administrator to easily trace the Zapier Accounts connected to the CINNOX service.

 

After confirming your Zapier Account name, Dashboard will display your Zapier Account Credentials consisting of App ID, App Token, and Base URL, which you must copy and paste to your Zapier Account afterwards for Zapier Account Authentication.

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Zapier Account Credentials

 

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The limit of the Zapier Account created in CINNOX is 10. You have to delete the existing account before adding a new one when the number of the Zapier Account reaches the limit.

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The Regenerate button is configurated to update the App Token for security purposes regularly. However, regenerating a new App Token after Zapier account connection to CINNOX will terminate the existing account connection. Please think about it carefully before regenerating a new App Token.

 

Connecting your CINNOX service to your Zapier Account

Complete the connection and authentication by the following steps.

  • Log in to your Zapier Account and Click on My Apps on the left-hand side of the navigation menu.
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Click on Create Zap

 

  • Click on +Add connection at the top right-hand corner.
  • Enter CINNOX to the search box.
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Enter CINNOX to the search box

 

  • Fill in the form with the credentials, which are App ID, App Token, and Base URL, generated from your CINNOX Zapier Account mentioned in the previous part, to the pop-up window.
  • Click on Yes, Continue. to complete the connection and authentication.
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CINNOX as an App event

 

The CINNOX app is the added connection shown on the screen.

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CINNOX is added

 

Trigger and Action

What is Trigger?

A Trigger is an event taking place in CINNOX. Trigger configuration in Zapier is essential to initiate the actions in the next step for your required workflow automation. The following table shows the CINNOX-supported Triggers configurable in Zapier.

CINNOX-supported Trigger

Response objects

Description

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.

 

Configuring Triggers in your Zapier Account

To configure Trigger (termed Event in Zapier):

  • Navigate to Zaps and click on +Create Zap.
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Click on Create Zap

 

  • Name the Zap you are creating and enter CINNOX to the search box.
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Enter CINNOX to the search box

 

  • Click on the drop-down list of Event.
  • Select the required Event.
  • Click on Continue after the Event selection.
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  • Click on the drop-down list to select the connected app account for the trigger configuration.
  • You can click on +Connect a new account to connect a new account if necessary.
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Click on Connect a new account if necessary

 

  • Click on Continue.
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Click on Continue

 

  • Click on Test trigger.
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Click on Test Trigger

 

  • If your Trigger is correctly configured, the Green Tick is displayed after you click on Test Trigger.

  • Click on the drop-down list to select the location and the data for Zapier to test your trigger.

  • Click on Continue

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Click on Continue

 

  • After clicking on Continue, your trigger configuration is completed. Next, you will need to configure the Action.
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Configure the Action

 

What is Action?

Action is initiated with the corresponding trigger when the data in the defined trigger changes.

The following table shows the CINNOX-supported Action selectable for Zapier Integration.

 

CINNOX-supported Action

Request Objects

Response Objects

Description

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

 

Configuring Action in your Zapier Account

To configure Action:

  • Enter the app's name in the search box to find the app you require to configure the action.
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App for Action

 

  • Click on the drop-down list to select the required event (the required action to be taken in the app).
  • Click on Continue.
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Click on Continue

 

  • Click on the drop-down list to select your required account for the action configuration.
  • You can click on +Connect a new account to connect a new account if necessary.
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Click on Connect a new account if necessary

 

  • Click on Continue.
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Click on Continue

 

  • Click on the drop-down list to select the data for setting up the action.
  • Click on Continue after you finish your action setup.
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Select data for action setup

 

  • Click on Continue.
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Click on Continue

 

  • If your action setup is correct, the Test action taken by Zapier is successful, and the Green Tick is displayed.
  • You can click on Publish Zap or Retest & review if necessary.
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Click on Publish Zap

 

    • Click on Publish & Turn On to publish your Zap.
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Click on Publish & Turn On

 

  • The action profile is created after you finished the action setup.
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The action profile is created

 

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Notices

  • The conditions for the setup processes of actions depend on your required app and trigger.
  • You can click on Refresh fields in the pop-up window when you are required to update the conditions for the action setup.

 

📘

You should select a suitable app where the action can take place for easy management after the workflow automation. For example, if the new external contact created will trigger the action, perhaps the spreadsheet specialising in data collection should be one of the options as the app where the action will take place.

 

Managing Zapier Account in CINNOX

View Zapier Account Details

Staff or administrators can view the details of the existing Zapier Account in CINNOX.

  • Navigate to Administration>Service Integration>Third Party Integration
  • Click on Zapier.
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Click on Zapier

 

  • Click More (...) for the Zapier Account of which you are required to view the details.
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Click on View

 

The CINNOX Dashboard displays the details of the Zapier Account - Zapier Account name and the credentials.

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Zaiper Account Name and its credentials

 

Update Zapier Account Details

To Update the details of the existing Zapier Account in CINNOX.

  • Follow the procedure above for viewing the account details
  • Click on Edit of the Zapier Account name.
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Click on Edit

 

  • You are only allowed to edit Zapier Account name.
  • After editing the name, click on Save.
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Click on Save

 

  • The toast message shows the account name has been updated.
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Delete Zapier Account Details

To delete the existing Zapier Account in CINNOX.

  • Navigate to Administration>Service Integration>Third Party Integration>Zapier.
  • Click on More (...) for the Zapier Account which you are required to delete.
  • Click on Delete.
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Click on Delete to confirm the deletion of the selected Zapier Account.

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Click on Delete

 

  • The toast message shows the Zapier Account has been deleted.
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Deleting the Zapier Accounts already connected to CINNOX will terminate the connection between your Zapier Account and the CINNOX service. You cannot undo any deleted Zapier Accounts.


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