In addition to the events that enable asynchronous processing, Enneo also offers webhooks that support synchronous processing of processes. Webhooks are particularly useful when it comes to influencing the process flow in real-time and directly integrating external systems.

Webhooks interrupt the ongoing process in Enneo at defined points. This makes it possible to respond in real-time to data and events and reload necessary information from external systems before the process in Enneo is continued.

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Webhooks for Email Receipt / Dispatch

With webhooks, own code or external APIs can be called as soon as certain events occur, for example, when an email is received or sent. The call is synchronous, i.e., in case of failure the user is notified.

To activate webhooks for email events, go to the settings section under Communication Channels -> E-mail Accounts select an email account and activate the Webhooks switch. Afterwards, two types of webhooks can be defined:

  • Webhook for ticket updates: Is triggered when properties of a ticket change, for example status (open/closed), priority, deadline, assignment, etc.

  • Webhook for new emails: Is triggered for every incoming or outgoing email, as well as for internal notes. If the email is a response to an existing one or outgoing, the conversationId field is set, otherwise it is null.

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Webhooks in the ERP Integration Area

Through the integration of webhooks, external APIs can be connected to query customer data live. Whenever Enneo needs customer data, the request is forwarded to the stored API via the configured individual code. Enneo also temporarily stores queries.

Enneo natively supports various ERP systems, but can also be linked to other systems through integrations. The webhooks listed here serve this integration and allow access to customer data in real-time.

For natively supported systems, no webhooks are necessary for ERP integration, as these are already implemented in the core of Enneo.

Configuration is done under Settings -> Integration of External Systems -> ERP Integration. The following types of webhooks are available:

  • Search contract by ID: Enneo can search contracts by contract ID. This webhook is used to load the contract data.

  • Search customer by ID: Enneo can search customers by customer ID. This webhook is used to load the customer data.

  • Feature-based search of contracts: Enneo can search contracts based on specific features. This code is executed when the Enneo AI recognizes certain features, e.g. names or addresses in customer communication, and searches for contracts based on this.

  • Free text search of customers: Enneo allows searching for customers using a free text search. This code is executed when agents use the free-text search bar at the top right.