canonical: https://jentic.com/apis/cinnox.com/cinnox

# CINNOX API

Jentic publishes the only available OpenAPI specification for CINNOX API, keeping it validated and agent-ready. CINNOX is an omnichannel customer engagement platform that unifies voice, chat, SMS, and social channels into a single conversation thread per contact. The API exposes contact records, conversation timelines, individual messages, channel configuration, and team routing across 17 endpoints under https://api.cinnox.com/v1. Authentication uses a bearer token, and operations are organised around five core resources: Contacts, Conversations, Messages, Channels, and Teams.

## For AI agents

Manage omnichannel customer conversations, contacts, channels, and team routing on CINNOX. Send and retrieve messages, create contacts, and configure communication channels through 17 REST endpoints.

## Scope

Does not handle billing, marketing automation, or video conferencing - use for omnichannel customer messaging and contact management only.

## Capabilities

- Create contact records and update profile details for omnichannel customer engagement
- Retrieve conversation threads including merged history across voice, chat, and SMS channels
- Post outbound messages into a specific CINNOX conversation by conversationId
- List and configure communication channels available to your CINNOX tenant
- Provision support teams and assign agents for routing inbound conversations
- Look up an individual contact by contactId to fetch profile and engagement metadata
- Delete an obsolete channel configuration to retire a communication endpoint

## Use cases

### Unified Inbound Customer Conversations

Pull every inbound interaction a customer has had across chat, voice, SMS, and social into a single thread for review or AI summarisation. The CINNOX API exposes /conversations and /conversations/{conversationId}/messages so a service desk agent or AI copilot can fetch the full omnichannel history for one contact in a single call. This replaces stitching together separate channel logs and supports tenants with thousands of monthly conversations.

Example prompt: Fetch all messages from CINNOX conversation conv_abc123 via GET /conversations/conv_abc123/messages and summarise the customer's last three issues.

### Contact Sync With External CRM

Keep a CINNOX customer directory in sync with an external CRM like Salesforce or HubSpot by creating contacts on inbound, updating profile fields when CRM data changes, and retrieving contact details on demand. The /contacts endpoints support full CRUD against the contactId primary key, suitable for nightly sync jobs or event-driven webhooks.

Example prompt: Create a CINNOX contact for jane.doe@example.com via POST /contacts then update their profile with the company name pulled from HubSpot.

### Outbound Messaging From a Workflow

Trigger an outbound chat or SMS to a CINNOX contact from any backend workflow, for order updates, appointment reminders, or support follow-ups. POST /conversations/{conversationId}/messages accepts a message body and posts it into the existing thread, preserving omnichannel context for the receiving agent.

Example prompt: Post the message 'Your order has shipped - tracking 1Z999' into CINNOX conversation conv_abc123 via POST /conversations/conv_abc123/messages.

### AI Agent Conversation Drafting

An AI agent invoked through Jentic can read a CINNOX conversation, draft a reply, and post it back into the thread without holding raw bearer credentials. Jentic handles the bearer token in your Jentic One instance and routes the agent's structured request to GET and POST endpoints under /conversations. Integration takes minutes via Jentic versus the day or two needed to build direct OAuth and rate-limit handling.

Example prompt: Search Jentic for 'send a message in CINNOX', load the POST /conversations/{conversationId}/messages schema, then post a drafted response into conversation conv_abc123.

## Key endpoints

| Method | Path | Description |
| --- | --- | --- |
| GET | /contacts | List contacts in the CINNOX tenant |
| POST | /contacts | Create a new contact record |
| GET | /conversations | List conversations across all channels |
| GET | /conversations/{conversationId}/messages | Fetch messages within a conversation |
| POST | /conversations/{conversationId}/messages | Post a new message into a conversation |
| GET | /channels | List configured communication channels |
| POST | /teams | Create a support team for conversation routing |

## Key resources

- **Contacts** — Create, retrieve, update, and delete customer contact records
- **Conversations** — List and read omnichannel conversation threads per contact
- **Messages** — Post and fetch individual messages within a conversation
- **Channels** — Configure the chat, SMS, voice, and social channels available to the tenant
- **Teams** — Provision agent teams and route inbound conversations

## Why Jentic

- **Setup:** Wiring CINNOX by hand means learning its bearer token auth and threading contacts, conversations, and messages through its omnichannel endpoints yourself. Through Jentic you install once, import the CINNOX API from the API Directory, store the token once, and your agent calls it.
- **Permission scoping:** CINNOX puts the conversation id in the URL path (/conversations/{conversationId}/messages), so a rule can pin your agent to reading and posting messages in a given conversation. You choose the operations it may call, so contact creation or team setup is not included unless you add it.
- **Credential handling:** Your CINNOX token is stored once, encrypted, by your own Jentic One instance and injected at execution time. It never enters the agent's prompt, logs, or context.
- **Discovery method:** Agents search Jentic by intent such as 'send a message in a conversation' or 'look up a contact', and Jentic returns the matching CINNOX operation with its input schema so the agent calls the right endpoint without browsing the reference docs.

## Related APIs

- **Circle Community Platform API** — Circle manages community spaces while CINNOX handles 1:1 customer engagement.
- **Cisco Webex API** — Webex provides enterprise messaging and meetings, overlapping CINNOX's chat surface.
- **GoToMeeting API** — GoToMeeting handles scheduled video sessions that complement CINNOX text and voice channels.

## FAQ

### Why is there no official OpenAPI spec for CINNOX API?

CINNOX does not publish an OpenAPI specification. Jentic generates and maintains this spec so that AI agents and developers can call CINNOX API via structured tooling. It is validated against the live API and kept up to date. Get started with Jentic One, the self-hosted execution layer.

### What authentication does the CINNOX API use?

The CINNOX API uses HTTP bearer authentication. Every request must include an Authorization: Bearer <token> header. Through Jentic, the bearer token is stored encrypted in your Jentic One instance and never exposed to the agent's context - Jentic injects it server-side at execution time.

### Can I send outbound messages with the CINNOX API?

Yes. POST /conversations/{conversationId}/messages accepts a message body and posts it into an existing conversation thread. The thread retains omnichannel context, so a chat reply, SMS, or social message all flow through the same endpoint scoped by channel configuration.

### What are the rate limits for the CINNOX API?

CINNOX does not publish rate limits in the OpenAPI spec. Standard tenant-level throttling applies - confirm specific limits with your CINNOX account manager. Jentic surfaces 429 responses back to the agent so retries can be scheduled cleanly.

### How do I post a message into a CINNOX conversation through Jentic?

Run pip install jentic, then search Jentic for 'send a message in CINNOX'. Jentic returns the POST /conversations/{conversationId}/messages operation with its input schema. Load it, supply the conversationId and message body, and execute - Jentic handles the bearer token. Get started with Jentic One, the self-hosted execution layer.

### Can I manage CINNOX contacts via the API?

Yes. The /contacts resource supports full lifecycle management: GET /contacts to list, POST /contacts to create, GET /contacts/{contactId} to read, PUT /contacts/{contactId} to update, and DELETE /contacts/{contactId} to remove. This makes the API suitable for syncing CINNOX with an external CRM.

### Can I limit what my agent is allowed to do with the CINNOX API?

Yes. Because you run Jentic One yourself, your own rules decide which CINNOX operations and credentials the agent may use. CINNOX puts the conversation id in the URL path, such as POST /conversations/{conversationId}/messages, so you can pin the agent to reading and posting messages within a single conversation. You choose the operations it may call, so higher-impact actions like creating contacts via POST /contacts or provisioning teams via POST /teams stay out of reach unless you explicitly allow them.