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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.

Enneo’s smart routing ensures that incoming tickets are automatically classified and distributed to the appropriate employees or teams. AI, rules, skill-based assignment, and SLAs interact in this process – across all channels, consistently.

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Introduction videos - Routing in Enneo

1. Routing & Tags – Basics

Automatic ticket assignment based on skills, priority and due date.
Interplay of tags and skills as well as basics of AI detection.
Combination of AI and rule-based tag detection for routing control.

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Tags – specialized structure for every ticket

Every incoming request in Enneo is automatically assigned one or more tags. These tags give a ticket a specialized meaning and form the basis for all further decisions in the system. They can represent the following attributes:
  • Fields of expertise and responsibilities
  • Products
  • Organizational units or brands
  • Customer and contract characteristics
  • Internal processes or workflows
In addition, tags can be configured with central attributes:
  • Visibility: determines whether a tag is visible, limited visible, or disabled
  • Priority: influences the routing order
  • Complexity: controls the weighting in case of multiple recognition
  • SLA: defines processing deadlines
  • Routing relevance: Inclusion or exclusion from skill matching
The recognition occurs automatically – by AI, rule-based conditions (ticket, customer or contract properties), channel or sub-channel assignment or a combination of these. Tags are managed in the Settings → Skills & Routing section.

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Routing – targeted distribution based on tags

Based on the set tags, Enneo automatically decides which team or employee an inquiry is forwarded to. The assignment factors in several factors:
  • Skill Matching: Matching between ticket tags and the stored skills of the employees
  • Backlog Access: Control which tickets employees can see or process
  • Order of Assignment: Prioritization according to configurable sequence (e.g. priority, SLA, first or last customer message)
Routing is configured in the section Settings → Skills & Routing.

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The Interplay

The classification through tags forms the basis for smart routing. The result is comprehensible, scalable processes: decisions arise not situationally, but based on clearly defined logic – without manual interventions. The interplay of these two concepts goes beyond classic forwarding rules: requests always land with the right contact person through precise skill matching – without manual pre-sorting. SLAs can be fixed per tag, and the Smart routing takes into account absences, priorities, and deadlines. This makes work fair and efficient. And thanks to AI detection, the system automatically sets the right tags – even if the customer does not explicitly mention their issue.
Tags classify an inquiry. Routing decides who works on it. Both occur fully automatically.
The following articles explain the configuration in detail: from SLAs and working hours over routing options to tag configuration and the smart routing.