With the concept of Events, Enneo enables the seamless integration of the product into various system landscapes. In this process, so-called events are created at specific points during the processing of customer inquiries.

Additionally, Enneo offers the flexibility to set events so they are generated at regular intervals, such as every night.

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Process Integration

Events in Enneo enable an efficient and automated customer service that reacts to different events. This allows existing systems and workflows to be seamlessly integrated.

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Asynchronous Reaction to Events

Through customized configuration, events can be reacted to asynchronously with customer-specific code. This allows for a response to triggered events without interrupting the main process. Actions such as forwarding data to analysis or reporting tools or synchronizing with other ticket systems can be automated.

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Configuration of Events

Event-based integrations can be configured in the settings area under Settings -> Integration into Surrounding Systems -> Events. The following events are available:

  • AutoProcessIntent: The AI agent of the ticket is processed automatically.

  • ConversationCreated: The agent responded with a message or an internal note.

  • CronDay: Triggered every Monday to Friday at 2 a.m. (0 2 * * 1-5).

  • CronHour: Triggered every hour on the first minute (1 * * * *).

  • CronMinute: Triggered every 5 minutes on weekdays (* /5 * * * 1-5).

  • CronWeek: Triggered every Saturday at 2 a.m. (0 2 * * 6).

  • EmailAutoresponder: An automatic response is sent to the customer informing him that his email has been received.

  • NotifySurroundingSystems: Add notifications to surrounding systems.

  • ProfileCreated: A new user profile has been created in the system.

  • ProfileDeleted: A user profile has been deleted from the system.

  • ProfileUpdated: A user profile has been updated, e.g. the name, settings or other properties have been changed.

  • SendEmail: Sends an email to the customer with specified template and data.

  • TestTicketAiQuality: Carries out a quality check of the AI on the ticket.

  • TicketClosedDueToInactivity: A ticket was closed due to inactivity.

  • TicketCreated: A new ticket was received and AI processing has been completed.

  • TicketForwarded: The agent has forwarded the ticket to another email address or subchannel.

  • TicketResponse: A response to a ticket thread has been received from an external party (not the agent).

  • TicketRouted: A ticket was forwarded to an agent using the Enneo routing system.

  • TicketUpdated: A ticket attribute has been updated by an agent, e.g. it was assigned to a user or the status was changed.

After selecting an event, the handling can be determined via the corresponding configuration. Depending on the scenario, you can choose between executing customer-specific code and an API call. With customer-specific code, API calls from third-party systems are also possible.

  • Customer-specific code: Enables the execution of user-defined scripts that react to the specific event. Within this code, API calls can be integrated to interact with third-party systems. Enneo SDK can be used in the code.

  • API call: Provides the opportunity to execute a direct API call to seamlessly communicate with other systems and improve integration.

Through parameter definition, it can be determined which properties of the event are used in the code or in the API call.

To better understand the data structure of the events, it is recommended to look at them using tickets as an example:

  1. Open a ticket.

  2. Click on Ticket details in the upper right corner.

  3. Select Activity log.

  4. Click on Show technical information.

After clicking, the events and the data contained within them are displayed, which permits a better understanding of the available properties of an event.

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Application Examples

  • Analysis & Reporting: Configurations can be created that automatically send data to the preferred analysis tool at certain events. This ensures that the latest data is always available.

  • Ticket System Synchronization: Synchronization with other ticket systems can be automated to ensure that all teams are up to date and no request is lost.