> ## Documentation Index > Fetch the complete documentation index at: https://docs.enneo.ai/llms.txt > Use this file to discover all available pages before exploring further. # Call received > Called when a call is received (inbound) or initiated (outbound). For inbound calls (direction=in, default): creates a ticket, attempts customer identification from phone number, and returns the ticket ID. Routing happens later via getRouting. For outbound calls (direction=out): creates a ticket, creates a queue entry (no routing needed), and links customer/contract data if available. Requires 'to'. No human initiator is required — the call can be fully autonomous/callflow-driven. If a human initiator is provided ('agentId'/'userId'), they are set to 'interacting' and the ticket is assigned to them. For bot/callflow-driven calls with no human on the line, omit 'agentId'/'userId' — presence is not touched and the queue is created as Unknown (out of routing). ## OpenAPI ````yaml https://dev.enneo.dev/api/mind/docs/open-api post /telephony/callReceived openapi: 3.0.0 info: version: '1' title: enneo.MIND API description: This describes the API of enneo Mind, the main ticketing backend contact: name: enneo GmbH email: richard@enneo.ai license: name: Proprietary software url: https://enneo.ai servers: - url: https://demo.enneo.ai/api/mind description: Production server, demo client - url: https://main.enneo.dev/api/mind description: Development main branch - url: http://localhost:8005/api/mind description: Local development server security: - bearerAuth: - api - cookieAuth: - api paths: /telephony/callReceived: post: tags: - Telephony summary: Call received description: > Called when a call is received (inbound) or initiated (outbound). For inbound calls (direction=in, default): creates a ticket, attempts customer identification from phone number, and returns the ticket ID. Routing happens later via getRouting. For outbound calls (direction=out): creates a ticket, creates a queue entry (no routing needed), and links customer/contract data if available. Requires 'to'. No human initiator is required — the call can be fully autonomous/callflow-driven. If a human initiator is provided ('agentId'/'userId'), they are set to 'interacting' and the ticket is assigned to them. For bot/callflow-driven calls with no human on the line, omit 'agentId'/'userId' — presence is not touched and the queue is created as Unknown (out of routing). operationId: callReceived requestBody: required: true content: application/json: schema: type: object properties: routing: type: string description: > Determines how this call should be routed to an agent. Possible values are 'none', 'external', and 'native'. - none: Call is not routed, creates a new ticket in status closed, does not run AI agents. - external: Call should be routed, but routing engine is external. Enneo processes the ticket via its AI, and either connects to a specified agent (property 'userId' must be provided) or expects a later connection through a subsequent /agentConnected call. - native: Call should be routed using Enneo as the call routing engine. Returns a ticketId that can be polled to query agent availability. enum: - none - external - native example: none contractId: type: string description: >- Optional contract id, if provided will be used for customer identification nullable: true example: '123456' customerId: type: string description: >- Optional customer id, if provided will be used for customer identification nullable: true example: '789012' phone: type: string description: >- Phone number of the caller. Used for customer identification on inbound calls. For outbound calls, use 'to' instead. nullable: true example: '+491234567890' to: type: string description: >- Customer phone number being called. Required for outbound calls (direction=out). Used for customer identification. nullable: true example: '+491234567890' agentId: type: integer description: >- ID of the agent initiating an outbound call where the human is on the line. Optional for outbound calls — if provided, the agent will be set to 'interacting' and assigned to the queue entry. Omit for bot/callflow-driven calls where no human is on the call. nullable: true example: 1 aiAgentId: type: integer description: >- ID of the AI agent conducting the outbound call. When present with direction=out, the call is handled by a voicebot — no human agent is required, and any supplied human agent (userId/agentId) is recorded on the ticket but not set to interacting. Sufficient alone as the sole initiator for bot-only outbound calls. Ignored for inbound calls (direction=in). nullable: true example: 456 transcript: type: array description: Array of previous bot transcript entries items: $ref: '#/components/schemas/Transcript' userId: type: integer description: >- Optional id of user that should be associated with the call. If that user has a browser window of enneo open, user will be redirected to the newly created ticket. Same effect as a subsequent /telephony/agentConnected API call. Requires property 'routing' to be set to 'external' or 'none'. nullable: true example: 42 channelId: type: string description: >- Optional unique identifier of a third party system of this call. If provided, then it can be used as reference for any future updates to this call flow nullable: true example: call_123abc456 callerName: type: string description: >- Optional name of the caller. Used for the fromName field of the ticket. nullable: true example: John Smith triggeredBy: type: integer description: >- ID of the user who triggered an autonomous/callflow-driven outbound call. Recorded in the ticketCreated event for attribution only — not put on the call (no presence/'interacting' change), not assigned to the ticket, not placed in the queue. Use 'agentId'/'userId' instead if the human is actually on the line. nullable: true example: 1 direction: type: string description: >- Direction of the call. Defaults to 'in' if not provided. Outbound calls (direction=out) require 'to'. A human initiator ('agentId'/'userId') is optional — omit for fully autonomous/callflow-driven calls. nullable: true enum: - in - out example: in subchannelId: type: integer description: >- Optional Enneo subchannel ID to associate with the ticket. Usually the ID of the call line as defined in the Enneo settings nullable: true example: 5 externalTicketId: type: string description: Optional external ticket ID to associate with the ticket nullable: true example: ext-123 status: type: string description: >- Status to set for the ticket. Defaults to 'closed' for routing 'none', 'open' for routing 'external' or 'native'. nullable: true enum: - open - closed - pending example: open triggerAiProcessing: type: boolean description: >- Whether to trigger AI processing. Defaults to false for routing 'none', true for routing 'external' or 'native'. nullable: true example: true responses: '200': description: Successful operation content: application/json: schema: type: object properties: success: type: boolean example: true ticketId: type: integer description: ID of the newly created enneo ticket example: 2142 contractId: type: string description: Contract ID associated with the call, if any nullable: true example: null customerId: type: string description: Customer ID associated with the call, if any nullable: true example: null ioResponse: type: string description: >- Response from IO system when routing is external, otherwise 'None' example: None, as routing is not external queueId: type: integer description: >- Unique ID of the queue the call was assigned to (only returned if routing is 'native') example: 123 '400': description: Invalid input '500': description: Internal error components: schemas: Transcript: type: object description: A single entry in a conversation transcript required: - speaker - message properties: speaker: type: string description: > Who spoke this message. Determines conversation direction and type: - 'customer': Customer/caller message (direction=in, type=text) - 'agent': Bot/assistant message (direction=out, type=text) - 'agent_request': AI agent tool call request (direction=internal, type=agent_request) - 'agent_response': AI agent tool call response (direction=internal, type=agent_response) enum: - customer - agent - agent_request - agent_response example: customer message: type: string description: The actual message that was spoken example: Hello, my name is AI Assistant. How can I help you today? timestamp: type: string format: date-time description: When this message was spoken nullable: true example: '2024-01-23T14:32:11Z' example: speaker: agent message: Hello, my name is AI Assistant. How can I help you today? timestamp: '2024-01-23T14:32:11Z' securitySchemes: bearerAuth: type: http scheme: bearer bearerFormat: JWT description: JWT-based authentication x-scopes: api: Full access to the API cookieAuth: type: apiKey in: cookie name: connect.sid description: Cookie-based authentication x-scopes: api: Full access to the API ````