Get conversations for a ticket

GET

ticket

{ticketId}

conversation

curl --request GET \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId}/conversation \
  --header 'Authorization: Bearer <token>'

{
  "conversations": [
    {
      "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
    }
  ],
  "success": true
}

Authorizations

Authorization

string

header

required

JWT-based authentication

Path Parameters

ticketId

integer

required

The ID of the ticket to get conversations for

Query Parameters

includeRawData

boolean

default:false

Whether to include raw data in the response

Response

Successful operation

conversations

object[]

Show child attributes

conversations.id

integer

ID of conversation

Example:

123

conversations.ticketId

integer

Example:

123

conversations.type

string

Type of message

Example:

"html"

conversations.direction

string

Example:

"out"

conversations.private

boolean

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

Example:

false

conversations.isDraft

boolean

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

Example:

false

conversations.fromEmail

string

deprecated

Example:

"[email protected]"

conversations.fromEmailName

string

deprecated

Example:

"Enneo Admin"

conversations.agentId

integer

deprecated

Example:

1

conversations.sender

object

Sender of the message

Show child attributes

conversations.sender.id

integer

Example:

1

conversations.sender.name

string

Example:

"Enneo Admin"

conversations.sender.email

string

Example:

"[email protected]"

conversations.toEmail

string[]

Only for email channel

conversations.ccEmails

string[]

Only for email channel

conversations.body

string

deprecated

Deprecated, use content.message instead

Example:

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

conversations.bodyPlain

string

deprecated

Deprecated, use content.message instead

Example:

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

conversations.bodyClean

string

deprecated

Deprecated, use content.message instead

Example:

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

conversations.content

object

Content of the message

Show child attributes

conversations.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..."
}

conversations.intentIds

string[]

IDs of intents that were detected in the message

conversations.cortexRequestId

integer

ID of the request to cortex

Example:

123

conversations.attachments

object[]

Show child attributes

conversations.attachments.id

integer

id of attachment

Example:

103013960646

conversations.attachments.url

string<uri>

Example:

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

conversations.attachments.name

string

Example:

"reading_w23po_107647890574i49994_(1).pdf"

conversations.attachments.size

integer

size of attachment in bytes.

Example:

721592

conversations.attachments.width

integer

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

Example:

3120

conversations.attachments.height

integer

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

Example:

4160

conversations.attachments.inline

boolean

true if attachment is an inline image

Example:

false

conversations.attachments.fileEnding

string

file ending of attachment

Example:

"pdf"

conversations.attachments.contentType

string

content type of attachment

Example:

"application/pdf"

conversations.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"

conversations.attachments.extractedData

object

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

conversations.attachments.extractionStatus

string

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

Example:

"notStarted"

conversations.attachments.extractionData

object

Data extracted from the attachment by meterReadingMicroservice

Example:

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

conversations.crmNotificationId

integer

ID of the notification in the CRM system

Example:

123

conversations.createdAt

string<DateTime>

Example:

1657056276

conversations.modifiedAt

string<DateTime>

Example:

1672756198

conversations.deletedAt

string<DateTime>

Example:

1672756198

success

boolean

Reply to a ticket threadCreate a new conversation by replying to a ticket thread. This actually sends out an email (for email tickets), triggers sending of a letter (for letter tickets) or a message (for chat tickets). Can also create drafts that require supervisor approval before sending.

⌘I

Get conversations for a ticket

curl --request GET \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId}/conversation \
  --header 'Authorization: Bearer <token>'

{
  "conversations": [
    {
      "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
    }
  ],
  "success": true
}

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

Quality Management

Health

General

Storage

Cache

Executor Sandbox

Telephony

Debugging for AI Microservice Cortex

Authorizations

Path Parameters

Query Parameters

Response