Contact channels are independent functional areas in Enneo and can be operated individually or combined into a complete omnichannel solution.They form the entry points for customer inquiries. Each received message is assigned to a channel and processed in Enneo as a ticket. This creates a consistent basis for processing, automation, and routing - irrespective of the communication method used.
Supported Channels in Enneo
Enneo supports three primary communication channels:
| Channel | Interaction Model | Typical Use | Special Features |
|---|
| Email / Letter | asynchronous | written communication, documents, feedback | classic entry channels for service centres |
| Chat | Real-time / asynchronous | Live chat, Self-service, Assistance through chatbot | directly addresses end customers on the web or in apps |
| Voice | Real-time | Telephony, Advice, Voice dialogues | supports telephony and voice bots |
Functional Principle
Regardless of the channel, the process follows the same principle:
- Message or call comes in
- Enneo creates or updates a ticket
- Routing decides on target team or processor
- Processing takes place manually or by AI agents
Thus, the technical basis of all channels is identical, and configurations can be done uniformly across channels.
Dependencies and Requirements
The operation of a channel usually requires consideration of the following aspects:
- Existing communication infrastructure (Email, Telephony, Chat)
- Permissions and routing rules
- Visibility for agents and teams
- Linking of customer data (for context-related processing)
- Optional AI agents for automation
Activation occurs per channel, while the technical logic remains system-wide consistent.
Which Channel First?
In projects, the introduction typically starts with Email, as written entry channels are often already present and do not require additional infrastructure. Chat and Voice can be added at any time and follow the same integration model.
The choice of the first channel is project-related and depends on:
- Existing input communication
- Expected volumes
- Desired types of interaction (real-time or asynchronous)
- Technical infrastructure
Further Configuration
The detailed configuration steps are different for each channel. The following sections describe the technical integration paths:
