This article provides a conceptual orientation for getting started with Enneo. It describes the functional prerequisites for Enneo to operate and shows how communication channels, tickets, customer data, and AI agents interrelate. The detailed integration steps are explained in their respective chapters.
Fundamentals
Enneo processes customer concerns into tickets. Tickets are created from incoming requests transmitted via any communication channel. Once a ticket exists, it can be processed manually or by AI agents. Customer data establishes the link between the ticket and the customer and is the prerequisite for data-driven processing and automation.
The basic functional modules are therefore:
1. Connection of communication channels
For Enneo to operate, the platform needs at least one connected communication channel. Only incoming messages can generate tickets. It does not matter whether it is email, voice, chat, or other channels; the technical logic remains the same.
The selection of the first channel is project-based. Enneo can start with any channel and receive modular extensions later.
2. Tickets
Incoming messages create a ticket that encompasses the entire conversation. Tickets form the basis for processing and enable both manual activities and AI-assisted steps. Without a ticket, no process processing occurs.
3. Customer data
By connecting ERP or CRM systems, customer and contract data become available in Enneo and form the basis for context-related processing and automated operations.
4. AI agents
AI agents analyze content, make decisions within defined rules, and support processing. Operational use requires existing tickets. For data-driven processing, customer-centric data is needed so that AI agents can retrieve or update information.
Recommended implementation
This sequence has proven effective in the integration process:
- Communication channel
- ERP or CRM data
- AI agents
The order is based on practical experience and reflects the professional dependencies without prescribing a fixed installation sequence.