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Enneo documentation

API Reference

API Dokumentation

Documentation

Dokumentation

enneo.ai

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English

Willkommen

Welcome

Ticket-Übersicht & Filter

Infos zur Gliederung und jeweiligen Inhalten

Ticket-Aufbau & KI-Komponenten

KI-Textassistent

KI-Antwortvorschlag

KI-Agenten

Kundenidentifikation

Konzept zur Verteilung von Kundenanfragen

Routing in Enneo

SLAs und Arbeitszeiten

Routingoptionen

Arten, Erkennungsmethoden und weitere Optionen

Tag-Konfiguration

Erstellung, Konfiguration und Verwendung des Vorlagenkatalogs

Templates

Konzept, Erstellung und persönliches Profil

Benutzer

Nutzen, Strukturen, Verwaltung und Berechtigungen

Teams

Rollen

Empfehlungen für den Aufbau von Benutzern, Teams und Rollen

Best Practices

Email

Brief

Integrationsoptionen, Konfiguration und Datenabgleich

Anbindung von Kundendaten in Enneo

Suche nach Vertragsnummer

Suche nach Kundennummer

Anwendungsbereiche, Erstellung und Zugriff im Ticket 

Partner

KI-Wiki - Artikel erstellen und bearbeiten

Frag Neo

Analytics

Bearbeitungen

Enneo BI-Lösung Superset

Exporte

Mit der Event-Architektur von Enneo Prozesse effizient gestalten und intelligente Automatisierungen schaffen

Konzept von Events in Enneo

Mit Webhook Enneo Prozesse in Echtzeit beeinflussen

Konzept von Webhooks in Enneo

Übermittlung von Daten an ein Reportingsystem am Beispiel

Beispiel: Datenexport für Reporting

Abgleich von Konversationen an Tickets mit einem anderen Ticketsystem am Beispiel

Beispiel: Abgleich mit weiterem Ticketsystem

Wiederverwendbare Bausteine für Integrationen

Eigener Code / User Defined Functions

Icons

Ticket Overview & Filters

Ticket Structure & AI Components

AI Text Assistant

AI Response Suggestion

AI Functions

Customer Identification

SLAs and Working Hours

Routing Options

Configure Tags

Configure Users

Roles and Permissions

Recommendations for optimal user management

Mail

Integration of Customer Data in Enneo

Search by Contract Number

Search by Customer Number

Create

Create and Edit Articles

Ask Neo

Analytics Overview

Worklog

Enneo BI Solution Superset

Exports

Concept of Events in Enneo

Example: Data Export for Reporting

Example: Reconciliation with Another Ticket System

User Defined Functions in Enneo

KI-Agenten in Enneo

Smarte Argumentationslogik

Regelbasierte Logik

Anonymisierungsprozess

Testfälle und Testläufe

Testergebnisse auswerten

Arten der Freigabe

Aktionen

Ai-Agents in Enneo

Smart agents

Rule based logic

Anonymization Process

Test Cases and Runs

Evaluate Test Results

Types of Release

Actions

Glossar

Introduction

Learn how to authenticate with the Enneo API

Authorization

Get next ticket id to work on

Get a list of tickets

Create a ticket

Update a few tickets at once

Get a ticket

Update a ticket

Get ticket variables

Get a history of created tickets and other relevant actions from a customer/contract

Get a tickets history

Forward a ticket to free typed email address

Forward a ticket

Automatically process a ticket that was previously marked as auto-executable

Auto-execute a ticket

Ping a ticket to keep time tracking for agent

Ping a ticket

Get ticket activity

Get ticket stats

Get information about agent availability and expected waiting times for customer service

Get agent queue status

Export conversations

Export data

Search a customer by firstname, lastname contractId

Search a customer

Get a customer by customer id

Get a customer by contract id

Get a customer and associated contracts by ticket id. Tickets are mapped to customer using enneo.MIND's AI, or when manually assigned by a user

Get a customer by ticket id

This endpoint invalidates the cache for a given contract or customer by their IDs.

Invalidate cache for a contract or customer

An intent defines in a structured and machine-processable way what the customer wanted, e.g. *save my meter reading of 265 kWh* or *send me a bill*

Get an intent by id

Update an intent with new, modified input data

Delete an intent. This is only possible if the intent is not yet executed

Delete an intent

Get intent(s) detected/assigned for a ticket

Execute an option for a specific intent

List of all available intents and categories

Get a preview of an intent

List of all available AI agents as an array

List of all available AI agents as an tree based on associated tag

Load all the enneo default AI agents, e.g. for meter reading, bank data, etc., and saves them in the client DB. If the client is configured to not use enneo's default AI agents, then nothing is written.

Load enneo default AI Agents

This API creates a new AI Agent and returns the newly created id

Create a new aiAgent

Get an AI Agent by id

Delete an existing AI Agent

Update an existing AI Agent

Get similar tickets for an AI Agent

Preview an AI Agent

Get the outcome of an AI Agent

Get all test runs with pagination

Schedule a new AI quality check

Get a specific test run by ID

Delete a specific test run by ID

Update the expected value for specific ticket in a run to a value passed in the payload. This also updates the expected results for all future runs, and updates the statistics of the test run.

Update the expected result of a test ticket

Set the expected value for specific ticket in a run to the observed value. This also updates the expected results for all future runs, and updates the statistics of the test run.

Accept the expected result of a test ticket

Set the expected values for all tickets in a run to their observed values. This also updates the expected results for all future runs, and updates the statistics of the test run.

Accept ALL the expected results of for a test run

Get all AI agents for which test runs can be triggered

Get test cases by AI agent ID

Add test cases for an AI agent

Delete a test case by ID

Update a test case by ID

This API provides the template for the intent. The template is used to generate the text of response.

Get templates for an intent

Create a new intent template

Get template by id

Delete an intent template

Update an existing intent template

This API provides a preview of the intent template

Preview an intent template

Search profiles

Bulk update multiple user profiles. Each profile update can include settings and auth service fields.
Requires 'updateSpecificProfile' permission. For enneo users, also requires 'enneoAdmin' permission.


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enneo Dokumentation

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KI-Agenten

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​ Funktionsweise

Voraussetzung

Funktionsweise