Contact channels are independent functional areas in Enneo and can be operated individually or combined to form a comprehensive Omnichannel solution.They establish the entry routes for customer inquiries. Each incoming message is assigned to a channel and processed in Enneo as a ticket. This creates a consistent foundation for processing, automation, and routing – regardless of the communication method used.
Supported Channels in Enneo
Enneo supports three primary communication channels:
| Channel | Interaction Model | Typical Usage | Features |
|---|
| Email / Letter | asynchronous | written communication, documents, feedback | traditional input channels for service centers |
| Chat | Real-time / asynchronous | Live chat, Self-service, Assistance via chatbot | directly engages with end customers on the web or in apps |
| Voice | Real-time | Telephony, Consulting, Voice dialogues | supports telephony and voice bots |
Operational Principle
Regardless of the channel, the workflow follows the same principle:
- A message or call is received
- Enneo creates or updates a ticket
- Routing decides on the target team or operator
- Processing is done manually or by AI agents
With this, the technical foundation of all channels is identical, and configurations can be made uniformly across channels.
Dependencies and Prerequisites
The operation of a channel typically considers the following aspects:
- existing communication infrastructure (Email, Telephony, Chat)
- Permissions and routing rules
- Visibility for agents and teams
- Connection of customer data (for context-related processing)
- optional AI agents for automation
The activation takes place per channel, the technical logic remains system-wide consistent.
Which Channel First?
In projects, the introduction typically begins with Email, as written input channels are often already available and don’t require additional infrastructure. Chat and Voice can be added at any time and follow the same integration model.
The choice of the initial channel is project-related and depends on:
- existing incoming communication
- expected volumes
- desired types of interaction (real-time or asynchronous)
- technical infrastructure
Further Configuration
The specific configuration steps vary per channel. The following sections describe the technical integration paths:
