Enneo
Enneo documentation

Events & Webhooks

Concept of Events in Enneo

Design processes efficiently and create intelligent automations with enneo's event-architecture

Tip

The Events concept allows Enneo to seamlessly integrate the product into various system landscapes. During the processing of customer inquiries, so-called events are generated at specific points in the process.

In addition, Enneo offers the flexibility to set up events to be generated at regular intervals, such as every night.

Process Integration

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

Asynchronous Response to Events

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

Event Configuration

Event-based integrations can be configured in the settings under Settings -> Integration in peripheral systems -> Events. The following events are available:

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

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

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

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

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

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

  • EmailAutoresponder: An automatic reply is sent to the customer informing them that their 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 a specified template and data.

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

  • TicketClosedDueToInactivity: A ticket has been closed due to inactivity.

  • TicketCreated: A new ticket has been received and the 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 from an external party (not the agent) has been received.

  • TicketRouted: A ticket was forwarded to an agent with the enneo routing system.

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

After selecting an event, the handling can be determined via the corresponding configuration. Depending on the scenario, a choice can be made 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: Allows the execution of custom scripts that respond 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: Offers the possibility to perform a direct API call to seamlessly communicate with other systems and improve integration.

The parameter definition can specify which properties of the event are used in the code or API call.

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

  1. Open a ticket.

  2. Click on Ticket details in the top right.

  3. Select Activity log.

  4. Click on Show technical information.

After clicking, the events and the data they contain are shown, which enables a better understanding of the available properties of an event.

Application Examples

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

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