POST
/
ticket
/
{ticketId}
/
conversation
/
store
Store a new conversation
curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId}/conversation/store \
  --header 'Content-Type: application/json' \
  --data '{
  "process": "batch",
  "direction": "in",
  "from": "john@smith.com",
  "fromName": "John Smith",
  "to": [
    "customer@web.de"
  ],
  "ccEmails": [
    "Michael Jackson <michael-test123@jack.s.on.com>"
  ],
  "bccEmails": [
    "<string>"
  ],
  "subject": "Ticket subject",
  "body": "Ticket body PART 2",
  "bodyPlain": "<string>",
  "bodyClean": "<string>",
  "private": false,
  "subchannelId": 4,
  "status": "open",
  "createdAt": "2024-03-01 00:00:00",
  "firstResponseDueBy": "2021-01-02 00:00:00",
  "dueBy": "2021-01-07 00:00:00",
  "attachments": [
    {
      "name": "myattachment1.png",
      "url": "https://framerusercontent.com/images/n1fjKCgnztVE5RhOJBPPaCIRw.png",
      "base64": "base-64-encoded-string-of-attachment-file"
    }
  ],
  "externalConversationId": "abc-123",
  "rawData": {
    "myObjectId": 123
  },
  "type": "html",
  "sender": {},
  "content": {},
  "intentIds": [
    123
  ],
  "crmNotificationId": "<string>",
  "contractId": "<string>",
  "customerId": "<string>",
  "agentId": 123,
  "priority": "low"
}'
{
  "success": true,
  "conversationId": 123,
  "ticketId": 123,
  "conversation": {
    "id": 123,
    "ticketId": 123,
    "type": "html",
    "direction": "out",
    "private": false,
    "isDraft": false,
    "fromEmail": "service@enneo.ai",
    "fromEmailName": "Enneo Admin",
    "agentId": 1,
    "sender": {
      "id": 1,
      "name": "Enneo Admin",
      "email": "example@enneo.ai"
    },
    "toEmail": [
      "to@gmail.com"
    ],
    "ccEmails": [
      "cc@gmail.com"
    ],
    "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://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
        }
      }
    ],
    "crmNotificationId": 123,
    "createdAt": 1657056276,
    "modifiedAt": 1672756198,
    "deletedAt": 1672756198
  },
  "eventId": 123
}

Authorizations

​
connect.sid
string
cookie
required

Cookie-based authentication

Path Parameters

​
ticketId
integer
required

The ID of the ticket to store conversation for

Body

application/json
​
process
enum<string>
default:batch

When to run AI logic for the conversation. Realtime=Run AI logic synchronously, even though this will take some time, Batch=Run AI logic after the conversation is created asynchronously, False=Do not run AI logic at all.

Available options:
realtime,
batch,
false
​
direction
enum<string>

The direction of the conversation. Out=Outgoing to customer, In=Incoming from customer, Internal=Internal conversation, e.g. from an internal email address from another department.

Available options:
in,
out,
internal
​
from
string

From email address

Example:

"john@smith.com"

​
fromName
string

From name

Example:

"John Smith"

​
to
string[]

To email addresses

Example:
["customer@web.de"]
​
ccEmails
string[]

CC email addresses (can include names with email format like "Name email@domain.com")

Example:
[
  "Michael Jackson <michael-test123@jack.s.on.com>"
]
​
bccEmails
string[]

BCC email addresses

​
subject
string

Email subject line

Example:

"Ticket subject"

​
body
string

HTML body content

Example:

"Ticket body PART 2"

​
bodyPlain
string

Optional plain text body content. If not set, the body content will be used, stripped of HTML tags.

​
bodyClean
string

Optional clean body content. This is the body content without any HTML tags. If not set, the body content will be used, stripped of HTML tags.

​
private
boolean
default:false

Whether this is a private conversation (internal note by an agent)

Example:

false

​
subchannelId
integer

Subchannel ID. Must correspond to a subchannel in the ticket's channel. A subchannel is e.g. a specific mailbox (for email tickets) or a specific chat channel (for chat tickets)

Example:

4

​
status
enum<string>

Ticket status

Available options:
open,
pending,
closed
Example:

"open"

​
createdAt
string

Creation timestamp (YYYY-MM-DD HH:MM:SS format) when the conversation was created. If not set, the current timestamp will be used.

Example:

"2024-03-01 00:00:00"

​
firstResponseDueBy
string

Optional first response due date (YYYY-MM-DD HH:MM:SS format). If set, the ticket will be updated with this first response due date.

Example:

"2021-01-02 00:00:00"

​
dueBy
string

Optional due date (YYYY-MM-DD HH:MM:SS format). If set, the ticket will be updated with this due date.

Example:

"2021-01-07 00:00:00"

​
attachments
object[]

File attachments (either url or base64 should be provided per attachment)

​
externalConversationId
string

External conversation ID for tracking

Example:

"abc-123"

​
rawData
object

Custom user-defined data object for additional metadata

Example:
{ "myObjectId": 123 }
​
type
string
default:html

The type of conversation

​
sender
object

Sender information

​
content
object

Conversation content

​
intentIds
integer[]

Array of intent IDs

​
crmNotificationId
string

Optional external CRM notification ID

​
contractId
string

Contract ID

​
customerId
string

Customer ID

​
agentId
integer

Agent ID that authored the conversation

​
priority
enum<string>

Optional ticket priority. If set, the ticket will be updated with this priority.

Available options:
low,
medium,
high,
urgent

Response

Conversation created successfully

​
success
boolean
​
conversationId
integer
​
ticketId
integer
​
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

​
eventId
integer