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In addition to events that allow 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 allows real-time reaction to data and events, and possibly necessary information to be reloaded from external systems, before the process in Enneo is continued.

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Webhooks for email receipt / dispatch

With webhooks, your own code or external APIs can be called as soon as certain events occur, for example when an email is received or sent. The request is synchronous, meaning in case of a failure, the user will be notified. To enable webhooks for email events, go to the settings section under Communication channels -> Email accounts, select an email account, and activate the Webhooks switch. Then, two types of webhooks can be defined:
  • Webhook for Ticket Updates: It is called when properties of a ticket change, for example, status (open/closed), priority, deadline, assignment, etc.
  • Webhook for new Emails: It is called for each incoming or outgoing email, as well as for internal notes. If the email is a reply to an existing one or is outgoing, the conversationId field is set, otherwise it is null.

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Webhooks in the Area of ERP Integration

By integrating webhooks, external APIs can be connected to query customer data live. Whenever Enneo needs customer data, the request is forwarded via the configured custom code to the stored API. Enneo also stores queries between requests.
Enneo natively supports various ERP systems, but can also be connected to other systems through integrations. The webhooks listed here serve this integration and enable access to customer data in real time.For natively supported systems, no webhooks for ERP integration are necessary, as these are already implemented in the core of Enneo.
Configuration is done under Settings -> Integration of surrounding systems -> ERP Integration. The following types of webhooks are available:
  • Search contract by ID: Enneo can search for contracts based on the contract ID. This webhook is used to load the contract data.
  • Search customer by ID: Enneo can search for customers based on the customer ID. This webhook is used to load the customer data.
  • Characteristic-based search of contracts: Enneo can search for contracts based on specific features. This code is executed when the Enneo AI identifies certain characteristics, such as names or addresses in customer communication, and searches for contracts based on these.
  • Free text search of customers: Enneo allows the search for customers using a free text search. This code is executed when agents use the free text search bar at the top right.