Getting Started

Fundamentals

Enneo processes customer concerns in tickets. Tickets are created from inbound inquiries sent through any communication channel. Once a ticket exists, it can be handled manually or by AI agents. Customer data establish the connection between the ticket and the customer and form the basis for data-driven processing and automation.

The basic building blocks are therefore:

1. Integration of communication channels

For enneo to operate, the platform needs at least one connected communication channel. Tickets can only be created through inbound messages. It does not matter whether these are via email, voice, chat or other channels; the technical logic remains the same.

The selection of the first channel is project-specific. Enneo can start with any channel and later receive modular extensions.

2. Tickets

Incoming messages generate a ticket that encompasses the entire conversation. Tickets form the basis for processing and enable both manual activities and AI-supported steps. Without a ticket, no process processing takes place.

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 processes.

4. AI agents

AI agents analyze content, make decisions within defined rules, and aid processing. Operational deployment requires existing tickets. For data-driven processing, customer-centric data is required so that AI agents can retrieve or update information.

Recommended Implementation

This sequence has proven to be effective for integration:

1. Communication channel
2. ERP or CRM data
3. AI agents

The order is based on practical experiences and reflects the technical dependencies without prescribing a fixed installation sequence.