Contact Channels
Contact Channels
Functional overview and entry points
Tip
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 incoming message is assigned to a channel and processed as a ticket in Enneo. This creates a consistent basis for processing, automation and routing - regardless of the communication path 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 | traditional input channels for service centers |
| Chat | Real-time / asynchronous | Live chat, Self Service, Assistance via chatbot | speaks directly to end customers on the web, in apps and messengers (Telegram, WhatsApp) |
| Voice | Real-time | Telephony, consultation, voice dialogues | supports telephony and voice bots |
All channels use the same processing logic (ticketing, routing, automation), but differ in interaction, response time and configuration.
Functional principle
Regardless of the channel, the procedure follows the same principle:
- Message or call comes in
- Enneo creates a ticket or updates it
- Routing decides on target team or processor
- Processing is done manually or by AI agents
This ensures that the technical basis of all channels is identical and configurations can be done uniformly across channels.
Dependencies and prerequisites
The following aspects are usually to be considered for operating a channel:
- 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
Activation takes place per channel, the technical logic remains consistent throughout the system.
Which channel first?
Projects typically start with email, as written input channels are often already in place 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 based on:
- Existing entry communication
- Expected volumes
- Desired types of interaction (real-time or asynchronous)
- Technical infrastructure
Further configuration
The specific configuration steps differ depending on the channel. The following sections describe the technical integration paths: