Documentation Index
Fetch the complete documentation index at: https://docs.enneo.ai/llms.txt
Use this file to discover all available pages before exploring further.
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
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
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