Concept of Webhooks in Enneo

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.

Tip

Webhooks interrupt the ongoing process in Enneo at defined points. This allows real-time response to data and events and, if necessary, fetching necessary information from external systems before the process in Enneo is resumed.

Webhooks for Email Reception / 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 call is synchronous, which means that in case of failure the user will be notified.

To activate Webhooks for email events, go to the settings under Communication Channels -> Email accounts select an email account and activate the Switch Webhooks. Subsequently, two types of Webhooks can be defined:

Webhook for Ticket Updates: Is called when properties of a ticket change, for example Status (open/closed), priority, deadline, assignment etc.
Webhook for New Emails: Is called for each inbound or outbound email, as well as for internal Notes. If the email is a reply to an existing one or outgoing, the conversationId field is set, otherwise it is null.

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 to the stored API via the configured individual code. Enneo also caches queries.

Tip

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 real-time access to customer data.

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

Configuration takes place under Settings -> Integration of Umbrella Systems -> ERP Integration. The following types of Webhooks are available:

Search Contract by ID: Enneo can search contracts based on the contract ID. This Webhook is used to fetch the contract data.
Search Customer by ID: Enneo can search customers based on the customer ID. This Webhook is used to load the customer data.
Attribute-based Search of Contracts: Enneo can search contracts based on specific attributes. This code is executed when the Enneo AI recognises certain characteristics, e.g. names or addresses in customer communication and searches for contracts based on that.
Free Text Search for Customers: Enneo allows the search for customers using a free text search. This code is executed when agents use the free text search bar in the top right-hand corner.