GET
/
aiAgent
/
{id}
/
similarTickets
curl --request GET \
  --url https://demo.enneo.ai/api/mind/aiAgent/{id}/similarTickets
[
  {
    "id": 376189,
    "from": "tom@gmail.com",
    "fromName": "Tom Mustermann",
    "to": [
      "service@energy.com"
    ],
    "ccEmails": [
      "secondlevel@enneo.ai"
    ],
    "replyCcEmails": [
      "jsmith@example.com"
    ],
    "subchannelId": 123,
    "sentiment": "positive",
    "language": "English",
    "languageCode": "en",
    "autoExecuteAt": "2023-11-07T05:31:56Z",
    "aiSupportLevel": "unprocessed",
    "isCustomerActive": true,
    "interface": "internal",
    "priority": "low",
    "channel": "email",
    "channelId": "32291c7e-1cce-4d4c-8269-15e6a6501466",
    "status": "open",
    "summary": "I want to relocate and send you a meter reading",
    "subject": "I want to relocate and send you a meter reading",
    "bodyPlain": "Sehr geehrter Kundenservice,\n\nkönnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Außerdem würde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Grünwald wechseln. Ich ziehe nächsten Donnerstag ein. Können Sie meinen alten Vertrag zum 1. November für mich kündigen?\n\nIch danke Ihnen, Tom",
    "body": "<p>Sehr geehrter Kundenservice,</p><p>k&#246;nnten Sie bitte den beiliegenden Z&#228;hlerstand meines Z&#228;hlers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Au&#223;erdem w&#252;rde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Gr&#252;nwald wechseln. Ich ziehe n&#228;chsten Donnerstag ein. K&#246;nnen Sie meinen alten Vertrag zum 1. November f&#252;r mich k&#252;ndigen?</p><p>Ich danke Ihnen, Tom</p>",
    "isEscalated": false,
    "createdAt": "2022-12-13 22:18:06",
    "modifiedAt": null,
    "firstResponseDueBy": "2022-12-14 22:18:06",
    "dueBy": "2022-12-15 22:18:06",
    "closedAt": null,
    "customer": {
      "id": 83771,
      "emailMatches": true,
      "business": false,
      "company": null,
      "firstname": "Tom",
      "lastname": "Mustermann",
      "address": "Hugo-Junkers-Str. 5",
      "phone": 49123456789,
      "email": "tom@mustermann.de",
      "tags": [
        {
          "id": 2,
          "color": "green",
          "name": "VIP"
        }
      ],
      "contracts": [
        {
          "id": 746839,
          "orderId": 123,
          "tenant": null,
          "customerId": 123,
          "signupDate": 1661126400,
          "status": "active",
          "statusCode": 5000,
          "statusCodeTitle": "active",
          "energy": "electricity",
          "energyTypeId": 1,
          "energySubTypeId": 1,
          "email": "johndoe@example.com",
          "firstname": "John",
          "lastname": "Doe",
          "deliveryAddress": "Hugo-Junkers-Str. 5, 82031 Grünwald",
          "iban": "DE89370400440532013000",
          "monthlyDeposit": 53,
          "startDate": 1661990400,
          "endDate": null,
          "consumption": 3477,
          "counterNumber": "1ESY1160669167",
          "productId": 1,
          "productName": "Flex 24",
          "productCode": "flx_24",
          "campaignId": 1,
          "salesChannelId": 1,
          "unpaidDebt": 109.21,
          "vatRate": 0.09,
          "basePrice": 0.09,
          "workingPrice": 0.09,
          "billingAddress": "Rechnungssstraße 24, 10587 Berlin",
          "business": false,
          "phone": 491721041689,
          "gridOperatorName": "E.ON Bayern AG",
          "gridOperatorCode": 1000000000000,
          "registers": [
            {}
          ],
          "erpUrls": [
            {
              "url": "https://erp-system.com/contract/123",
              "logo": "powercloud"
            }
          ],
          "rawData": null,
          "agentPreview": [
            {
              "label": "Tarif",
              "value": "Flex 24",
              "tooltip": "AP: 28.5 ct/kWh\nGP: 149.88 €/Jahr",
              "url": "https://erp.example.com/contract/123"
            }
          ],
          "tabPreview": {
            "color": "green",
            "icon": "electricity"
          }
        }
      ],
      "additionalData": {}
    },
    "customerId": "83771",
    "contractId": "746839",
    "partnerId": 123,
    "customerLegitimation": 30,
    "responderId": null,
    "agentId": null,
    "agent": {
      "id": 1,
      "firstName": "Max",
      "lastName": "Mustermann",
      "email": "demo@enneo.dev",
      "phone": "+49 123 456789",
      "lastSeen": "2022-08-12 12:21:21",
      "type": "enneo",
      "isSsoOnly": false,
      "lang": "de"
    },
    "assignedAgentIds": [
      123
    ],
    "assignedAgents": [
      {
        "id": 1,
        "firstName": "Max",
        "lastName": "Mustermann",
        "email": "demo@enneo.dev",
        "phone": "+49 123 456789",
        "lastSeen": "2022-08-12 12:21:21",
        "type": "enneo",
        "isSsoOnly": false,
        "lang": "de"
      }
    ],
    "workedOnByIds": [
      123
    ],
    "workedOnBy": [
      {
        "id": 1,
        "firstName": "Max",
        "lastName": "Mustermann",
        "email": "demo@enneo.dev",
        "phone": "+49 123 456789",
        "lastSeen": "2022-08-12 12:21:21",
        "type": "enneo",
        "isSsoOnly": false,
        "lang": "de"
      }
    ],
    "attachments": [
      {
        "id": "103013960646,",
        "url": "https://storage.googleapis.com/enneo-attachments-public/a1/103013960646-4b1aa775/IMG_20230301_192712.jpg",
        "name": "IMG_20230301_192712.jpg",
        "size": 2292952,
        "width": 3120,
        "height": 4160,
        "inline": false,
        "fileEnding": "jpg",
        "contentType": "image/jpeg",
        "originalUrl": "https://s3.eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/103013960646/original/IMG_20230301_192712.jpg?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20230315%2Feu-central-1%2Fs3%2Faws4_request&X-Amz-Date=20230315T135902Z&X-Amz-Expires=300&X-Amz-SignedHeaders=host&X-Amz-Signature=863f16c0b29b34cde3331ef76954db3f9605d8187cfd042b11d623ea988b9e0d",
        "extractedData": null,
        "extractionStatus": "success",
        "extractionData": {
          "confidence": 0.815,
          "meterValue": 87870.5
        }
      }
    ],
    "additionalData": null,
    "template": "<string>",
    "tags": [
      {
        "id": 123,
        "name": "Complaint",
        "fullName": "Second Level: Complaint",
        "parent": 6,
        "reference": "ticket",
        "type": "skill",
        "visibility": "public",
        "color": "grey",
        "properties": {},
        "complexity": "moderate",
        "sla": 8,
        "priority": "do-not-change",
        "channels": [
          "email",
          "chat"
        ],
        "subchannels": [
          2,
          4
        ],
        "detectionDetails": {},
        "assignment": [
          "assignBySubchannel",
          "assignByCustomLogic"
        ],
        "testCase": {},
        "modifiedBy": "John Doe",
        "modifiedAt": "2024-08-29 14:38:12"
      }
    ],
    "agentSkillsMatch": true
  }
]

Authorizations

​
connect.sid
string
cookie
required

Cookie-based authentication

Path Parameters

​
id
integer
required

The id of the AI Agent that should be retrieved

Response

200
application/json
Successful operation
​
id
integer
​
from

Sender of email. Used when channel is not call. Null is channel=system

​
fromName
string | null

Provided when customer's request included a Name, e.g. 'Tom Mustermann tom@mm.com' for an email or during the chat bot initialization. Null when not set

​
to

Recipent of request. Can be an array of email addresses, but also a phone number or chat group name depending on channel

E-Mail address, used when channel is email,portal,chat

​
ccEmails
string[]

Any emails in CC. Used when channel=email, otherwise empty array

​
replyCcEmails
string[]

Any emails in CC for a reply. Used when channel=email, otherwise empty array

​
subchannelId
integer | null

ID of the subchannel

​
sentiment
string | null

AI-detected sentiment

​
language
string | null

Detected language name

​
languageCode
string | null

Detected language code

​
autoExecuteAt
string | null

When the ticket should be auto-executed

​
aiSupportLevel
enum<string>

Level of AI support for this ticket

Available options:
unprocessed,
human,
bot,
automated
​
isCustomerActive
boolean

Whether the customer is currently active

​
interface
enum<string>

Name of the ticketing system interface

Available options:
internal,
Freshdesk,
api
​
priority
enum<string>

Priority of ticket

Available options:
low,
medium,
high,
urgent
​
channel
enum<string>

Channel of ticket

Available options:
email,
portal,
phone,
letter,
system,
chat,
walkIn
​
channelId
string | null

Unique ID of chat conversation. Used when channel=chat

​
status
enum<string>

Status of ticket

Available options:
open,
pending,
resolved,
closed,
waitingOnCustomer,
waitingOnThirdParty
​
summary
string

Summary of request

​
subject
string

Subject of email

​
bodyPlain
string

Body of request in plain text form (no HTML)

​
body
string

Body of request in originial form (incl. HTML)

​
isEscalated
boolean
​
createdAt
string
​
modifiedAt
string | null

Last change of this ticket

​
firstResponseDueBy
string | null

Latest date by when this ticket should be responded to, but not necessarily solved

​
dueBy
string | null

Latest date by when this ticket should be resolved

​
closedAt
string | null

Date when this ticket was closed/resolved

​
customer
object | null
​
customerId
integer | null

Associated primary customer id of that ticket. Null if not detected by AI or not set by user

​
contractId
integer | null

Associated primary contract id of that ticket. Null if not detected by AI or not set by user

​
partnerId
integer | null

Associated partner id of that ticket. Null if not detected by AI or not set by user

​
customerLegitimation
integer

Customer legitimation score:

  • 0 = No customer identified or no contract associated
  • 10 = Default confidence for email/portal/chat channels when no other criteria match
  • 12 = Email not found in ERP system
  • 13 = Matching contract/customer ID and lastname found in message
  • 15 = Matching contract and customer ID found in message
  • 20 = High confidence cases:
    • System channel or outgoing/internal messages
    • Sender email matches contract/customer email
    • For letters: address matches customer/contract address
  • 30 = Manually confirmed by agent or AI during chat
  • 40+ = Custom level that will be set by agent/chatbot for more strict customer verification
​
responderId
integer | null

User ID of agent that authored the latest response to this ticket.

​
agentId
integer | null

Agent ID associated to this ticket (if any).

​
agent
object
​
assignedAgentIds
integer[]

Array of agent IDs that are assigned to this ticket

Agent ID

​
assignedAgents
object[]

Array of agents that are assigned to this ticket

​
workedOnByIds
integer[]

Array of agent IDs that worked on this ticket in last hour

Agent ID

​
workedOnBy
object[]

Array of agent IDs that worked on this ticket in last hour

​
attachments
object[]
​
additionalData
object | null

Client-specific data objects can be included here

​
template
string

Generic template (independent on intent)

​
tags
object[]

Tags loaded from intents

Tag object

​
agentSkillsMatch
boolean

If false, the agent doesn't have the skills to handle the ticket

Update an existing AI AgentPreview an AI Agent