> ## 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. # Get a list of tickets > Get a list of tickets in compact format for performance. ⚠️ IMPORTANT: This endpoint returns a COMPACT version of tickets. The following fields are EXCLUDED from the response: - body, bodyPlain, bodyClean - attachments - template - workitem Also note: - customer: Only includes {tagIds: [], tags: []} structure, NOT the full customer object - `ticketScope=skills` activates routing context: spam tickets (`spamStatus` in `auto_spam`, `auto_programmatic`, `manual_spam`) are excluded automatically. Backlog spam filter (both whitelist `in`): spam → those statuses; not spam → `null`, `auto_clean`, `manual_clean`. To get the full ticket data including these fields, use GET /ticket/{id}. ## OpenAPI ````yaml https://dev.enneo.dev/api/mind/docs/open-api post /ticket/search 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: /ticket/search: post: tags: - Ticket summary: Get a list of tickets description: >- Get a list of tickets in compact format for performance. ⚠️ IMPORTANT: This endpoint returns a COMPACT version of tickets. The following fields are EXCLUDED from the response: - body, bodyPlain, bodyClean - attachments - template - workitem Also note: - customer: Only includes {tagIds: [], tags: []} structure, NOT the full customer object - `ticketScope=skills` activates routing context: spam tickets (`spamStatus` in `auto_spam`, `auto_programmatic`, `manual_spam`) are excluded automatically. Backlog spam filter (both whitelist `in`): spam → those statuses; not spam → `null`, `auto_clean`, `manual_clean`. To get the full ticket data including these fields, use GET /ticket/{id}. operationId: getTickets requestBody: description: Search parameters for tickets required: false content: application/json: schema: type: object properties: limit: type: integer description: The number of items to return default: 100 minimum: 1 maximum: 500 example: 100 offset: type: integer description: The number of items to skip default: 0 minimum: 0 example: 0 orderByField: type: string description: | The field to order by t = ticket i = intent tt = ticket_tag enum: - t.id - t.channel - t.subchannelId - t.channelId - t.direction - t.status - t.priority - t.agentId - t.customerId - t.contractId - t.partnerId - t.isCustomerActive - t.aiSupportLevel - i.aiAgentId - t.createdAt - t.modifiedAt - t.firstResponseDueBy - t.dueBy - t.lastMessageAt - t.lastCustomerMessageAt - tt.tagId - t.sentiment - t.language - t.languageCode - t.from default: t.id example: t.id orderByDirection: type: string description: The direction to order by enum: - asc - desc default: desc example: asc ticketScope: type: string description: > Restrict the list to tickets matching the agent's configured skill tags. - all (default): no skill-based restriction — standard backlog search - skills: routing-scoped view; activates assignee-bypass so a restricted agent still sees tickets assigned to them even when they carry routing-excluded tags. Also activates NRR-tag stripping (non-routing-relevant tags are ignored for skill-match purposes). Matches the behaviour of Report dashboard `ticketScope=skills`. enum: - all - skills default: all example: all filters: type: array description: An array of objects containing filters items: $ref: '#/components/schemas/Filter' responses: '200': description: Successful operation content: application/json: schema: type: object properties: tickets: type: array items: $ref: '#/components/schemas/Ticket' total: type: integer description: Total number of tickets that match the filter example: 21 offset: type: integer description: Offset used example: 0 limit: type: integer description: Limit used example: 100 '403': description: Unauthorized '404': description: Ticket not found '500': description: Internal error components: schemas: Filter: type: object properties: key: type: string enum: - t.id - t.channel - t.subchannelId - t.channelId - t.direction - t.status - t.priority - t.agentId - t.customerId - t.contractId - t.partnerId - t.isCustomerActive - t.aiSupportLevel - i.aiAgentId - t.createdAt - t.modifiedAt - t.firstResponseDueBy - t.dueBy - t.lastMessageAt - t.lastCustomerMessageAt - tt.tagId - t.sentiment - t.language - t.languageCode - t.modelRunAt - t.externalTicketId - t.from - t.spamStatus - w.id - q example: channel comparator: type: string description: >- Possible values: =, !=, >, >=, <, <=, in, not in, between, not between example: in values: type: array description: >- Used for "in" and "not in" comparators. Include the sentinel string `null` to match SQL NULL rows together with other values: - `in` + `["null", "a"]` → `(col IS NULL OR col IN ('a'))` (whitelist) - `not in` + `["null", "a"]` → `(col IS NULL OR col NOT IN ('a'))` (blacklist complement) - `["null"]` only → `col IS NULL` (`in`) or `col IS NOT NULL` (`not in`) Example: backlog not-spam filter uses `in` with `["null", "auto_clean", "manual_clean"]`; spam filter uses `in` with spam statuses only. items: type: string example: email value: type: string description: Used for "=", "!=", ">", ">=", "<", "<=" comparators example: 1609459200 from: type: string description: Used for "between" and "not between" comparators example: 1609459200 to: type: string description: Used for "between" and "not between" comparators example: 1612051200 Ticket: type: object description: >- A ticket, e.g. an email conversation, call or chat conversation. ⚠️ Response format varies by endpoint: - POST /ticket/search: Returns compact format (excludes: body, bodyPlain, bodyClean, attachments, template, workitem) - GET /ticket/{id}: Returns full ticket data with all fields properties: id: type: integer example: 376189 direction: type: string description: Direction of the ticket enum: - in - out - internal example: in from: oneOf: - type: string format: email description: >- Sender of email. Used when channel is not call. Null is channel=system nullable: true example: tom@gmail.com - type: integer example: 491721041689 description: Requester's telephone number address, used when channel is call - type: integer format: ipv4 example: 12.23.45.67 description: >- Requester's IP address, used when channel is chat AND the user did not provide an email to the chat bot yet fromName: type: string description: >- Provided when customer's request included a Name, e.g. 'Tom Mustermann ' for an email or during the chat bot initialization. Null when not set nullable: true example: Tom Mustermann to: description: >- Recipent of request. Can be an array of email addresses, but also a phone number or chat group name depending on channel oneOf: - type: array items: type: string format: email example: service@energy.com description: E-Mail address, used when channel is email,portal,chat - type: integer example: 49303000001 description: >- Client's customer service center telephone number address, used when channel is call ccEmails: type: array deprecated: true description: >- ⚠️ DEPRECATED: Use replyRecipients.cc instead. Any emails in CC. Used when channel=email, otherwise empty array items: type: string format: email example: secondlevel@enneo.ai bccEmails: type: array deprecated: true description: >- ⚠️ DEPRECATED: Use replyRecipients.bcc instead. Any emails in BCC. Used when channel=email, otherwise empty array items: type: string format: email example: archive@enneo.ai replyCcEmails: type: array deprecated: true description: >- ⚠️ DEPRECATED: Use replyRecipients.cc instead. Any emails in CC for a reply. Used when channel=email, otherwise empty array items: type: string format: email replyRecipients: $ref: '#/components/schemas/ReplyRecipients' subchannelId: type: integer description: ID of the subchannel nullable: true externalTicketId: type: string description: >- Unique identifier from an external ticketing system. Can be provided when creating a ticket via POST /ticket to prevent duplicates. If a ticket with this externalTicketId already exists, it will be updated instead of creating a new one. nullable: true example: EXT-12345 sentiment: type: string description: AI-detected sentiment nullable: true example: positive language: type: string description: Detected language name nullable: true example: English languageCode: type: string description: Detected language code nullable: true example: en autoExecuteAt: type: string format: date-time description: When the ticket should be auto-executed nullable: true aiSupportLevel: type: string enum: - unprocessed - human - bot - automated description: Level of AI support for this ticket spamStatus: type: string enum: - auto_spam - auto_clean - auto_programmatic - manual_spam - manual_clean description: >- Spam classification status of the ticket. Primary marker for routing and backlog spam filters. - `auto_spam` / `auto_clean` / `auto_programmatic`: Set automatically (headers, Cortex). `auto_programmatic` = header rule marked programmatic. - `manual_spam` / `manual_clean`: Set manually via API. Manual statuses are not overwritten by automatic detection. Spam statuses (`auto_spam`, `auto_programmatic`, `manual_spam`) exclude tickets from routing (`ticketScope=skills`). Backlog filter: `t.spamStatus` with `in` / `not in` and spam status values (`not in` includes NULL as not-spam). Tickets marked as spam are skipped during automatic AI processing. A configured `spamDetectionTagIds` tag also marks spam at runtime (`Ticket::isSpam()`), but SQL filters use this column only. nullable: true example: auto_clean isCustomerActive: type: boolean description: Whether the customer is currently active interface: type: string enum: - internal description: Name of the ticketing system interface example: internal priority: $ref: '#/components/schemas/Priority' channel: $ref: '#/components/schemas/Channel' channelId: type: string description: Unique ID of chat conversation. Used when channel=chat example: 32291c7e-1cce-4d4c-8269-15e6a6501466 nullable: true status: $ref: '#/components/schemas/Status' summary: type: string description: Summary of request example: I want to relocate and send you a meter reading subject: type: string description: Subject of email example: I want to relocate and send you a meter reading bodyPlain: type: string description: >- Body of request in plain text form (no HTML). ⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if ticket has no body content. nullable: true example: >- Sehr geehrter Kundenservice, könnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Außerdem würde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Grünwald wechseln. Ich ziehe nächsten Donnerstag ein. Können Sie meinen alten Vertrag zum 1. November für mich kündigen? Ich danke Ihnen, Tom body: type: string description: >- Body of request in originial form (incl. HTML). ⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if ticket has no body content. nullable: true example: >-

Sehr geehrter Kundenservice,

könnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Außerdem würde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Grünwald wechseln. Ich ziehe nächsten Donnerstag ein. Können Sie meinen alten Vertrag zum 1. November für mich kündigen?

Ich danke Ihnen, Tom

bodyClean: type: string description: >- Version of body without any footers, signatures or other non-relevant content. Used as input for AI models. ⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if ticket has no body content. nullable: true example: >- Sehr geehrter Kundenservice, könnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? isEscalated: type: boolean example: false createdAt: type: string format: DateTime example: '2022-12-13 22:18:06' modifiedAt: type: string format: DateTime nullable: true description: Last change of this ticket example: null firstResponseDueBy: type: string format: DateTime nullable: true description: >- Latest date by when this ticket should be responded to, but not necessarily solved example: '2022-12-14 22:18:06' dueBy: type: string format: DateTime nullable: true description: Latest date by when this ticket should be resolved example: '2022-12-15 22:18:06' closedAt: type: string format: DateTime nullable: true description: Date when this ticket was closed/resolved example: null customer: description: |- Customer information associated with this ticket. ⚠️ Format varies by endpoint: - POST /ticket/search: Compact format with limited properties - GET /ticket/{id}: Full Customer object with all properties allOf: - $ref: '#/components/schemas/Customer' additionalProperties: true customerId: type: string example: '123' description: >- Associated primary customer id of that ticket. Null if not detected by AI or not set by user nullable: true contractId: type: string example: '746839' description: >- Associated primary contract id of that ticket. Null if not detected by AI or not set by user nullable: true partnerId: type: integer example: 123 description: >- Associated partner id of that ticket. Null if not detected by AI or not set by user nullable: true customerLegitimation: type: integer description: > Customer legitimation score: - 0 = No customer identified or no contract associated - 10 = Default confidence for email/portal/chat channels when no other criteria match - 12 = Email not found in ERP system - 13 = Matching contract/customer ID and lastname found in message - 15 = Matching contract and customer ID found in message - 20 = High confidence cases: * System channel or outgoing/internal messages * Sender email matches contract/customer email * For letters: address matches customer/contract address - 30 = Manually confirmed by agent or AI during chat - 40+ = Custom level that will be set by agent/chatbot for more strict customer verification example: 30 customerLegitimationMessage: type: string description: >- Human-readable message explaining the customer legitimation status. Only provided when customerLegitimation is between 10 and 19. nullable: true example: Customer could not be confirmed responderId: type: integer description: User ID of agent that authored the latest response to this ticket. nullable: true example: null agentId: type: integer description: Agent ID associated to this ticket (if any). nullable: true example: null agent: $ref: '#/components/schemas/AuthProfile' description: >- Agent profile associated to this ticket. Null if no agent is assigned. assignedAgentIds: type: array description: Array of agent IDs that are assigned to this ticket items: type: integer description: Agent ID example: 123 assignedAgents: type: array description: Array of agents that are assigned to this ticket items: $ref: '#/components/schemas/AuthProfile' workedOnByIds: type: array description: Array of agent IDs that worked on this ticket in last hour items: type: integer description: Agent ID example: 123 workedOnBy: type: array description: Array of agent IDs that worked on this ticket in last hour items: $ref: '#/components/schemas/AuthProfile' attachments: type: array description: >- Attachments associated with this ticket (filtered: non-inline attachments or PDFs only). ⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. items: $ref: '#/components/schemas/Attachment' additionalData: type: object description: Client-specific data objects can be included here additionalProperties: true nullable: true example: null template: type: string description: >- Generic email template with placeholders like "Hello {{customer.firstname}}, %MESSAGE%, Best regards {{agent.firstName}}". ⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if no template is configured for this subchannel. nullable: true example: >-

Hallo {{customer.firstname}},

%MESSAGE%

Viele Grüße,
{{agent.firstName}}

tags: type: array description: Tags loaded from intents items: $ref: '#/components/schemas/Tag' tagIds: type: array description: >- List of tag IDs. When updating, replaces all existing tags. Cannot be used together with addTagIds/removeTagIds items: type: integer example: - 62 - 61 addTagIds: type: array description: >- List of tag IDs to add to existing tags (for bulk update). Cannot be used together with tagIds writeOnly: true items: type: integer example: - 62 removeTagIds: type: array description: >- List of tag IDs to remove from existing tags (for bulk update). Cannot be used together with tagIds writeOnly: true items: type: integer example: - 61 refresh: type: boolean deprecated: true description: >- Deprecated. Use `refreshMode=full` instead. Special flag for bulk update — if true, skips saving the ticket to database and webhooks execution, and schedules a full AI re-run. writeOnly: true example: true refreshTags: type: boolean deprecated: true description: >- Deprecated. Use `refreshMode=tags` instead. Special flag for bulk update — if true, only AI tag detection will be performed (faster than full processing). Skips saving to database and webhooks execution. writeOnly: true example: true refreshMode: type: string enum: - full - summaryAndText - customer - tags - tagsRuleBased - agents description: > Special flag for bulk update. Schedules a selective AI re-run and skips saving the ticket to database and webhooks execution. - `full` — re-run all AI checks (equivalent to the legacy `refresh` flag). - `summaryAndText` — re-run summary, body extraction, sentiment. - `customer` — re-detect customer; if a new customer is detected, AI agents re-run too. - `tags` — clear manual tags (auto-assigned tags are preserved) and re-detect via AI (equivalent to the legacy `refreshTags` flag). - `tagsRuleBased` — like `tags` but rule-based only (channel/subchannel/condition tags); no LLM or embedding calls. - `agents` — re-run AI agents only. writeOnly: true example: tags agentSkillsMatch: type: boolean description: If false, the agent doesn't have the skills to handle the ticket example: true intents: type: array description: >- AI-detected intents for this ticket. ⚠️ Format varies by endpoint: - POST /ticket/search: Only {id, aiAgentId, name, confidenceColor, infos} properties are included - GET /ticket/{id}: Full Intent objects with all properties items: $ref: '#/components/schemas/Intent' rawData: type: object description: >- Raw source data from the originating system in its proprietary format. Only included if explicitly requested via includeRawData=true query parameter. nullable: true additionalProperties: true example: null workitem: type: object description: >- Additional metadata for system-generated tickets (channel=system). Used internally for automated processes. ⚠️ Only included in GET /ticket/{id} AND only when channel=system. Returns null for all other tickets. nullable: true additionalProperties: true ReplyRecipients: type: object nullable: true description: >- Recommended recipients for replying to this ticket. Calculated based on channel, direction, latest conversation, and ERP data. Returns null for system tickets (cannot be replied to). properties: to: type: array description: >- Primary recipients (email addresses or postal addresses depending on channel) items: type: string example: - customer@example.com cc: type: array description: CC recipients (email addresses only) items: type: string example: - cc@example.com bcc: type: array description: BCC recipients (email addresses only) items: type: string example: [] example: to: - customer@example.com cc: - manager@example.com bcc: [] Priority: type: string description: Priority of ticket enum: - low - medium - high - urgent example: low Channel: type: string description: Channel of ticket enum: - email - portal - phone - letter - system - chat - walkIn example: email Status: type: string description: Status of ticket enum: - open - pending - closed example: open Customer: type: object properties: id: type: integer example: 83771 emailMatches: type: boolean example: true description: >- If false, the customer sent the email from an account that doesn't match our records. Always returns 'null' when customer is retrieved by customerId and not by ticketId nullable: true business: type: boolean example: false company: type: string description: >- Name of the company. Null when customer is not a business but private nullable: true example: null firstname: type: string example: Tom lastname: type: string example: Mustermann address: type: string example: Hugo-Junkers-Str. 5 phone: type: string example: 49123456789 email: type: string example: tom@mustermann.de format: email tags: type: array items: type: object properties: id: type: integer example: 2 color: type: string enum: - green - yellow - red - blue - grey example: green name: type: string example: VIP contracts: type: array description: Contracts that this customer has items: $ref: '#/components/schemas/Contract' additionalData: type: object description: Client-specific data objects can be included here additionalProperties: true nullable: true AuthProfile: type: object properties: id: type: integer description: User ID example: 1 firstName: type: string description: First name example: Max lastName: type: string description: Last name example: Mustermann email: type: string description: Email address (read only) example: demo@enneo.dev phone: type: string description: Phone number example: +49 123 456789 image: type: string format: base64 description: Image writeOnly: true example: >- iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAQAAAC1HAwCAAAAC0lEQVR42mNk+A8AAQUBAScY42YAAAAASUVORK5CYII= password: type: string description: Password writeOnly: true example: 123456 lastSeen: type: string format: DateTime description: The last time the user was seen (read only) example: '2022-08-12 12:21:21' type: type: string description: The type of the user example: enneo isSsoOnly: type: integer description: >- If 1, the user can only login via SSO. If 0, the user can login with password or SSO enum: - 0 - 1 example: 0 lang: type: string description: The language of the user example: de nameAlias: type: string description: Alternative display name or alias for the user example: Johnny externalId: type: string description: >- External identifier such as employee number or ID from external system example: EMP-12345 Attachment: type: object properties: id: type: integer description: id of attachment example: 103013960646 url: type: string format: uri example: >- https://client.enneo.ai/attachments/reading_w23po_107647890574i49994_(1).pdf name: type: string example: reading_w23po_107647890574i49994_(1).pdf size: type: integer description: size of attachment in bytes. example: 721592 width: type: integer description: >- width of image attachment in pixels. Can be ommitted for non-image attachments. example: 3120 height: type: integer description: >- height of image attachment in pixels. Can be ommitted for non-image attachments. example: 4160 inline: type: boolean description: true if attachment is an inline image example: false fileEnding: type: string description: file ending of attachment example: pdf contentType: type: string description: content type of attachment example: application/pdf originalUrl: type: string format: uri description: >- url of original attachment, most likely contains invalid temporary access token example: >- https://storage.example.com/attachments/reading_w23po_107647890574i49994_(1).pdf extractedData: type: object description: >- data extracted from the attachment, e.g. a PDF text or a meter reading extractionStatus: type: string description: >- Status of the current extraction. Valid options: "notStarted", "inProgress", "success", "error" example: notStarted extractionData: type: object description: Data extracted from the attachment by meterReadingMicroservice example: confidence: 1 meterValue: 1234 example: 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 Tag: type: object description: Tag object properties: id: type: integer description: Internal id, e.g. 123 nullable: true example: 123 name: type: string description: e.g. "Complaint" example: Complaint fullName: type: string description: The full name when not shown in a tree example: 'Second Level: Complaint' parent: type: integer description: >- The id of the parent tag. null if on root level. Can be created to create the tree structure of tags nullable: true example: 6 reference: type: string description: To what this tag can be assigned to enum: - ticket - contract - customer example: ticket type: type: string description: Type of the tag enum: - skill - product - brand - customerProperty - contractProperty - other example: skill visibility: type: string description: Visibility of the tag enum: - public - private - disabled default: public example: public color: type: string description: Color of the tag. Default is grey enum: - grey - green - red - blue - yellow - purple - orange - teal example: grey default: grey properties: type: array description: >- An array of strings that specify special properties. Currently only ['defaultSkill'], if this tag should be assigned if no skill was found items: type: string enum: - defaultSkill example: [] complexity: type: string description: The complexity of the tag example: moderate sla: type: number format: float description: >- SLA in business hours. So if we have business hours from 9-17h, an 8 hour SLA means ticket has to be solved within one day. NULL means no SLA is assigned. nullable: true example: 8 priority: type: string description: >- If set to anything other than do-not-change, then the ticket priority will be set to this value if the tag was assigned (either manually or via AI) enum: - do-not-change - low - medium - high example: do-not-change channels: type: array description: >- Channels for which this tag can be detected. If empty or null, then this tag can be assigned to all channels. nullable: true items: type: string example: - email - chat subchannels: type: array description: >- Subchannels (=Mailboxes/Chat channels) for which this tag can be detected. If empty or null, then this tag can be assigned to all subchannels. nullable: true items: type: number format: int example: - 2 - 4 routingRelevance: type: boolean description: >- If false, this tag is ignored in routing skill-matching filters. Tags used only for reporting or classification should set this to false so they don't block ticket routing. default: true example: true detectionDetails: type: object description: Details how the AI agent is detected assignment: type: array description: >- Specifies how this tag is being assigned. The details in the assignment are specified in the settings page of the tag. So for example 'assignBySubchannel', 'assignByCustomLogic' means this tag is auto-assigned for certain subchannels, and using a custom logic defined in an executor. deprecated: true items: type: string enum: - assignByChannel - assignBySubchannel - assignByTicketProperty - assignByContractProperty - assignByCustomerProperty - assignByCustomLogic - assignByAI example: - assignBySubchannel - assignByCustomLogic testCase: type: object description: Test case for the tag modifiedBy: type: string description: The user that last modified the tag example: John Doe modifiedAt: type: string format: DateTime description: The date and time when the tag was last modified example: '2024-08-29 14:38:12' Intent: type: object description: An intent of a customer that he wants to be resolved by contacting us properties: id: type: integer description: Internal ID of intent example: 1211221 code: type: string nullable: true description: >- Intent model code that resolves a specific issue. Currently supported is process_meter_reading, process_bank_data and process_installment_change example: process_meter_reading name: type: string description: User-readable name of intent as defined by client example: Process a meter reading contractId: type: string example: '746839' status: type: string description: > Lifecycle status of the intent. `preview` — created as a non-persisted preview. `ready` — active, waiting for agent action. `executed` — action taken, but dialogue may continue (interaction with remaining options). `archived` — terminal: action taken and dialogue is closed (text reply sent, or interaction with no remaining options). Preserved as audit history. `invalidated` — underlying data changed, will be re-processed on next load. `deleted` — soft-deleted. enum: - preview - ready - executed - archived - invalidated - deleted example: ready confidence: type: number format: float description: >- Confidence how certain the AI is that this is correct. 0.95 means for example 95% certain. Defaults to 100% when verified by human. example: 0.95 confidenceColor: type: string example: warning description: >- A color indication of an intent showing the user how much user interaction is needed. 'success' indicates the AI is ready to execute, all other codes require user interaction first enum: - success - neutral - warning - danger verified: type: boolean description: True if intent has been verified by human example: false context: type: object description: >- Intent-specific additional data to be shown to the user so he has relevant information about the intent. Data type varies by intent code messagePreview: type: string nullable: true description: >- A preview of the response a customer would receive when executing this intent. Not always available, e.g. when the respond depends on user-input example: We have successfully processed your meter reading recipient: type: string example: john@smith.com tags: type: string description: >- Tags to show to the user. prePopulated means that all properties are already pre-filled by the AI and the user can just insert the template to the body. adaptionNeeded is the opposite, and means the user still needs to modify the text. writesToErp means that upon execution of the intent a write is done to the ERP system, like a insertion of a meter reading or the creation of a bill. enum: - prePopulated - adaptionNeeded - writesToErp data: type: object description: >- Intent-specific data object showing all the data that was extracted from the ticket in a structured form. Data type varies by intent code options: description: >- Different options that the user is given. Every option is a new button in the UI type: array items: $ref: '#/components/schemas/IntentOption' example: - type: enter_into_system name: Eintragen icon: check recommended: true order: 1 - type: ignore name: Ignorieren icon: cancel recommended: false order: 2 - type: forward_to_vnb name: An VNB verweisen icon: questionMark recommended: false order: 3 infos: type: array items: $ref: '#/components/schemas/IntentInfo' extraInfo: type: string example: null nullable: true description: Extra-Information shown in tooltip. Info-Icon only shown if not null outcome: $ref: '#/components/schemas/IntentOutcome' Contract: type: object description: >- A contract of a customer. Either electricity or gas. IDs match the backend system (powercloud) properties: id: type: integer example: 746839 orderId: type: integer example: 123 tenant: type: string description: >- If a customer has multiple tenants/brands, this is the tenant name. Currently only used for SAP nullable: true example: null customerId: type: string example: '123' signupDate: type: string format: date example: 1661126400 status: type: string example: active statusCode: type: integer example: 5000 statusCodeTitle: type: string example: active energy: type: string example: electricity energyTypeId: type: integer example: 1 energySubTypeId: type: integer example: 1 email: type: string example: johndoe@example.com firstname: type: string example: John lastname: type: string example: Doe deliveryAddress: type: string description: Address where the electricity/gas is being delivered to example: Hugo-Junkers-Str. 5, 82031 Grünwald iban: type: string example: DE89370400440532013000 nullable: true monthlyDeposit: type: number format: integer example: 53 nullable: true startDate: type: string format: date example: 1661990400 nullable: true endDate: type: string example: null nullable: true consumption: type: integer example: 3477 nullable: true counterNumber: type: string example: 1ESY1160669167 nullable: true productId: type: integer example: 1 nullable: true productName: type: string example: Flex 24 nullable: true productCode: type: string example: flx_24 nullable: true campaignId: type: integer example: 1 nullable: true salesChannelId: type: integer example: 1 nullable: true unpaidDebt: type: number format: float example: 109.21 nullable: true vatRate: type: number format: float example: 0.09 description: VAT Rate, usually 0.19 (=19%) for electricity and 0.07 (=7%) for gas nullable: true basePrice: type: number format: float example: 0.09 nullable: true workingPrice: type: number format: float example: 0.09 nullable: true billingAddress: type: string description: >- Address where written communication should be sent to. NULL if same as delivery address example: Rechnungssstraße 24, 10587 Berlin nullable: true business: type: boolean example: false nullable: true phone: type: string example: 491721041689 nullable: true gridOperatorName: type: string example: E.ON Bayern AG nullable: true gridOperatorCode: type: string example: 1000000000000 nullable: true registers: type: array items: type: object nullable: true erpUrls: type: array items: type: object properties: url: type: string example: https://erp-system.com/contract/123 logo: type: string description: Logo the FE should show when processing an URL of this type enum: - powercloud - lynqtech - sap example: powercloud nullable: true rawData: nullable: true type: object description: >- Raw source data from the originating ERP system in the ERP-proprietary format is included here. Only provided on request. additionalProperties: true example: null agentPreview: type: array description: Preview information shown to agents in the UI items: type: object properties: label: type: string description: Label text shown to the agent example: Tarif value: type: string description: Value text shown to the agent example: Flex 24 tooltip: type: string nullable: true description: Optional tooltip shown on hover example: |- AP: 28.5 ct/kWh GP: 149.88 €/Jahr url: type: string nullable: true description: Optional URL that opens when clicking the preview item example: https://erp.example.com/contract/123 tabPreview: type: object nullable: true description: Preview information shown in contract tabs properties: color: type: string enum: - blue - green - red - grey - yellow - purple - orange - teal description: Color indicator for contract status example: green icon: type: string enum: - electricity - gas - other description: Icon shown in the tab example: electricity IntentOption: type: object properties: type: type: string name: type: string icon: type: string recommended: type: boolean order: description: Buttons ordered from lowest (shown first) to highest (shown last) type: integer IntentInfo: type: object description: Info areas shown to the user properties: code: type: string nullable: true description: >- Machine-readable code identifying the info type, e.g. "plausible", "USER_WARNING", "TRACE_INFO", "ERROR_MESSAGE" example: USER_WARNING type: type: string example: warning enum: - success - neutral - warning - danger message: type: string example: Reading is plausible extraInfo: type: string example: >- Expected reading was 421 kWh. Plausbible because difference to 317 kWh is below threshold of 200 kWh description: Extra-Information shown in tooltip. Info-Icon only shown if not null nullable: true IntentOutcome: type: object nullable: true description: Shows the outcome (if the intent was already executed) properties: aiAgentId: type: integer format: int32 description: ID of the AI agent that was executed example: 1 success: type: boolean example: true messageLocalized: description: >- Human-readable message, usually from the backend system. Already localized. type: string example: Powercloud accepted meter reading internalData: type: object description: Technical output for debugging purposes additionalProperties: true example: requestEndpoint: saveReadingByContractId requestParams: readingValue=21;date=2022-12-31 executedAt: type: string description: Date and time when intent was executed format: DateTime example: '2022-12-13 22:18:06' userId: type: integer description: User ID of user that triggered the intent. 0 for system user example: 1 sent: description: >- Was the email / chat message / etc. described in this object successfully sent? type: boolean ticketClosed: description: Was the ticket closed? type: boolean example: true recipient: type: string example: john@smith.com message: type: string nullable: true example: >- We successfully processed your meter reading of 21 kWh dated Dec 31, 2022 template: type: string example:

Dear John,

%MESSAGE%

Mike from your service team nullable: true sources: type: array description: Any sources that were used to create the result items: $ref: '#/components/schemas/Source' txId: type: string example: c916167c94 description: Unique transaction id. Corresponds to a log entry in enneo Source: type: object description: A source that was used by an AI model / intent properties: type: type: string description: > The type of source used. ticket = A similar ticket existed and that response was used as a basis knowledgeSource = An external knowledge source was used, usually a company Wiki or FAQ template = A predefined text template could be applied languageModel = If the AI model did not use anything end created the answer by itself enum: - ticket - knowledgeSource - template - languageModel example: knowledgeSource id: type: integer description: Reference to the entry id, e.g. ticketId (if type=ticket) example: 376189 nullable: true name: type: string description: Name of reference (e.g. FAQ title or ticket title) example: Opening hours url: type: string description: >- URL to associated source. null for sources with internal ids (tickets and templates) or if non-existant (language model source) example: https://company.com/faq/376189 nullable: true text: type: string description: Full text that was used as source example: >- Our service hours are from 8am to 5pm. We are closed on weekends. [...] 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 ````