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With the concept of Events, Enneo enables the seamless integration of the product into varied system landscapes. During the handling of customer inquiries, so-called events are generated at specific points in the process.Additionally, Enneo offers the flexibility to set events so that they are generated at regular time intervals, such as every night.

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Process Integration

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

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Asynchronous Reaction to Events

Through custom configuration, customer-specific code can react asynchronously to events. This enables a reaction 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.

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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 automatically processed.
  • ConversationCreated: The agent responded 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 5 minutes on weekdays (*/5 * * * 1-5).
  • CronWeek: Triggered every Saturday at 2 am (0 2 * * 6).
  • EmailAutoresponder: An automatic response is sent to the customer, informing them of receipt of their email.
  • NotifySurroundingSystems: Add notifications to surrounding systems.
  • ProfileCreated: A new user profile was created in the system.
  • ProfileDeleted: A user profile was deleted from the system.
  • ProfileUpdated: A user profile was updated, e.g. the name, settings or other properties were changed.
  • SendEmail: Sends an email to the customer with a specified template and data.
  • TestTicketAiQuality: Conducts 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 completed.
  • TicketForwarded: The agent forwarded the ticket to another email address or subchannel.
  • TicketResponse: A response to a ticket thread from an external party (not the agent) was received.
  • TicketRouted: A ticket was forwarded to an agent via the Enneo routing system.
  • TicketUpdated: A ticket property was 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 defined via the corresponding configuration. Depending on the scenario, the choice can be made between executing customer-specific code and an API call. API calls from third-party systems are also possible with the customer-specific code.
  • Customer-specific code: Allows the execution of user-defined scripts that respond to the specific event. Within this code, API calls can be integrated to interact with third-party systems. The Enneo SDK can be used in the code.
  • API call: Offers the option to execute a direct API call to seamlessly communicate with other systems and improve integration.
The parameter definition can be used to determine 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 helpful to examine them using the example of tickets:
  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 displayed, which allows 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: The synchronization with other ticket systems can be automated to ensure that all teams are on the same page and no request is lost.