Reply to a ticket thread

POST

ticket

{ticketId}

conversation

curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId}/conversation/reply \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "content": {
    "message": "<string>"
  },
  "type": "text",
  "direction": "out",
  "private": true,
  "isDraft": false,
  "subject": "<string>",
  "to": [
    "<string>"
  ],
  "cc": [
    "<string>"
  ],
  "bcc": [
    "<string>"
  ],
  "intentIds": [
    123
  ],
  "attachments": [
    {}
  ],
  "channelId": "<string>",
  "subchannelId": 123
}
'

{
  "success": true,
  "id": 123,
  "conversation": {
    "id": 123,
    "ticketId": 123,
    "type": "html",
    "direction": "out",
    "private": false,
    "isDraft": false,
    "fromEmail": "[email protected]",
    "fromEmailName": "Enneo Admin",
    "agentId": 1,
    "sender": {
      "id": 1,
      "name": "Enneo Admin",
      "email": "[email protected]"
    },
    "toEmail": [
      "[email protected]"
    ],
    "ccEmails": [
      "[email protected]"
    ],
    "body": "<div>Thank you for your message, we can inform you that...</div>",
    "bodyPlain": "Thank you for your message, we can inform you that...",
    "bodyClean": "Thank you for your message, we can inform you that...",
    "content": {
      "message": "Thank you for your message, we can inform you that..."
    },
    "intentIds": [
      "ai_agent_meter_reading"
    ],
    "cortexRequestId": 123,
    "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://storage.example.com/attachments/IMG_20230301_192712.jpg",
        "extractedData": null,
        "extractionStatus": "success",
        "extractionData": {
          "confidence": 0.815,
          "meterValue": 87870.5
        }
      }
    ],
    "crmNotificationId": 123,
    "createdAt": 1657056276,
    "modifiedAt": 1672756198,
    "deletedAt": 1672756198
  },
  "surveyCode": "<string>",
  "webhookResponse": "<string>"
}

Authorizations

Authorization

string

header

required

JWT-based authentication

Path Parameters

ticketId

integer

required

The ID of the ticket to reply to

Query Parameters

includeInWorklog

boolean

default:true

Whether to include the reply in time tracking, and thus worklog. Useful when a spam ticket should be closed, but it should not show up in the average handling time statistics, e.g. for spam emails

Body

application/json

content

object

The content of the reply

Anzeigen untergeordnete attribute

content.message

string

The reply message content

type

enum<string>

default:text

The type of content

Verfügbare Optionen:

text,

html

direction

enum<string>

default:out

The direction of the conversation

Verfügbare Optionen:

in,

out,

internal

private

boolean

Whether this is a private note

isDraft

boolean

default:false

Whether this is a draft message that requires supervisor approval before sending

subject

string

Optional subject for the reply

string[]

Recipients email addresses

string[]

CC email addresses

bcc

string[]

BCC email addresses

intentIds

integer[]

Array of intent IDs

attachments

object[]

File attachments

channelId

string

Channel ID for chat tickets

subchannelId

integer

Subchannel ID

Response

Successful operation

success

boolean

integer

The ID of the created conversation

conversation

object

A conversation is an interaction to a ticket. Typically a reply or internal note to an email, or a chat message for a chat

Anzeigen untergeordnete attribute

conversation.id

integer

ID of conversation

Example:

123

conversation.ticketId

integer

Example:

123

conversation.type

string

Type of message

Example:

"html"

conversation.direction

string

Example:

"out"

conversation.private

boolean

If true, then this conversation is a private/internal note of an agent

Example:

false

conversation.isDraft

boolean

If true, then this conversation is a draft that requires supervisor approval before sending

Example:

false

conversation.fromEmail

string

deprecated

Example:

"[email protected]"

conversation.fromEmailName

string

deprecated

Example:

"Enneo Admin"

conversation.agentId

integer

deprecated

Example:

1

conversation.sender

object

Sender of the message

Anzeigen untergeordnete attribute

conversation.sender.id

integer

Example:

1

conversation.sender.name

string

Example:

"Enneo Admin"

conversation.sender.email

string

Example:

"[email protected]"

conversation.toEmail

string[]

Only for email channel

conversation.ccEmails

string[]

Only for email channel

conversation.body

string

deprecated

Deprecated, use content.message instead

Example:

"<div>Thank you for your message, we can inform you that...</div>"

conversation.bodyPlain

string

deprecated

Deprecated, use content.message instead

Example:

"Thank you for your message, we can inform you that..."

conversation.bodyClean

string

deprecated

Deprecated, use content.message instead

Example:

"Thank you for your message, we can inform you that..."

conversation.content

object

Content of the message

Anzeigen untergeordnete attribute

conversation.content.message

string

Message content

Example:

"Thank you for your message, we can inform you that..."

Example:

{
  "message": "Thank you for your message, we can inform you that..."
}

conversation.intentIds

string[]

IDs of intents that were detected in the message

conversation.cortexRequestId

integer

ID of the request to cortex

Example:

123

conversation.attachments

object[]

Anzeigen untergeordnete attribute

conversation.attachments.id

integer

id of attachment

Example:

103013960646

conversation.attachments.url

string<uri>

Example:

"https://client.enneo.ai/attachments/reading_w23po_107647890574i49994_(1).pdf"

conversation.attachments.name

string

Example:

"reading_w23po_107647890574i49994_(1).pdf"

conversation.attachments.size

integer

size of attachment in bytes.

Example:

721592

conversation.attachments.width

integer

width of image attachment in pixels. Can be ommitted for non-image attachments.

Example:

3120

conversation.attachments.height

integer

height of image attachment in pixels. Can be ommitted for non-image attachments.

Example:

4160

conversation.attachments.inline

boolean

true if attachment is an inline image

Example:

false

conversation.attachments.fileEnding

string

file ending of attachment

Example:

"pdf"

conversation.attachments.contentType

string

content type of attachment

Example:

"application/pdf"

conversation.attachments.originalUrl

string<uri>

url of original attachment, most likely contains invalid temporary access token

Example:

"https://storage.example.com/attachments/reading_w23po_107647890574i49994_(1).pdf"

conversation.attachments.extractedData

object

data extracted from the attachment, e.g. a PDF text or a meter reading

conversation.attachments.extractionStatus

string

Status of the current extraction. Valid options: "notStarted", "inProgress", "success", "error"

Example:

"notStarted"

conversation.attachments.extractionData

object

Data extracted from the attachment by meterReadingMicroservice

Example:

{ "confidence": 1, "meterValue": 1234 }

conversation.crmNotificationId

integer

ID of the notification in the CRM system

Example:

123

conversation.createdAt

string<DateTime>

Example:

1657056276

conversation.modifiedAt

string<DateTime>

Example:

1672756198

conversation.deletedAt

string<DateTime>

Example:

1672756198

surveyCode

string

Survey code if user survey is needed

webhookResponse

string

Response from webhook execution

Zurück

Store a new conversationStore a new conversation without sending any messages

Weiter

⌘I

Reply to a ticket thread

curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId}/conversation/reply \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "content": {
    "message": "<string>"
  },
  "type": "text",
  "direction": "out",
  "private": true,
  "isDraft": false,
  "subject": "<string>",
  "to": [
    "<string>"
  ],
  "cc": [
    "<string>"
  ],
  "bcc": [
    "<string>"
  ],
  "intentIds": [
    123
  ],
  "attachments": [
    {}
  ],
  "channelId": "<string>",
  "subchannelId": 123
}
'

{
  "success": true,
  "id": 123,
  "conversation": {
    "id": 123,
    "ticketId": 123,
    "type": "html",
    "direction": "out",
    "private": false,
    "isDraft": false,
    "fromEmail": "[email protected]",
    "fromEmailName": "Enneo Admin",
    "agentId": 1,
    "sender": {
      "id": 1,
      "name": "Enneo Admin",
      "email": "[email protected]"
    },
    "toEmail": [
      "[email protected]"
    ],
    "ccEmails": [
      "[email protected]"
    ],
    "body": "<div>Thank you for your message, we can inform you that...</div>",
    "bodyPlain": "Thank you for your message, we can inform you that...",
    "bodyClean": "Thank you for your message, we can inform you that...",
    "content": {
      "message": "Thank you for your message, we can inform you that..."
    },
    "intentIds": [
      "ai_agent_meter_reading"
    ],
    "cortexRequestId": 123,
    "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://storage.example.com/attachments/IMG_20230301_192712.jpg",
        "extractedData": null,
        "extractionStatus": "success",
        "extractionData": {
          "confidence": 0.815,
          "meterValue": 87870.5
        }
      }
    ],
    "crmNotificationId": 123,
    "createdAt": 1657056276,
    "modifiedAt": 1672756198,
    "deletedAt": 1672756198
  },
  "surveyCode": "<string>",
  "webhookResponse": "<string>"
}

Ticket

Conversation

Intent

AiAgent

AI Tools

AI Quality Check

Template

Profile

Team

Settings

Tag

Role

Customer

Contract

Wiki knowledge source

Wiki knowledge source structure

Partner

Event

Export

Report

Health

General

Storage

Cache

Executor Sandbox

Telephony

Debugging for AI Microservice Cortex

Authorizations

Path Parameters

Query Parameters

Body

Response