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For integrating emails, various options are available that can be configured in the respective email account under Settings → Email Accounts.Whether a traditional approach with IMAP is chosen, a direct API connection is made, or modern OAuth connections are preferred - Enneo offers maximum flexibility and compatibility for different email setups and workflows.

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IMAP

The IMAP integration retrieves emails from an IMAP mail server and sends them via it. Enneo supports an unlimited number of mailboxes, allowing multiple email accounts to be connected and all emails to be centrally managed. Whether private and professional mailboxes or multiple accounts for different projects - with the IMAP integration, all emails can be comfortably organized in one place. The IMAP integration ensures a smooth experience when managing emails. Emails can be read, replied to, and organized, similar to an email client. By linking multiple mailboxes, all communication is bundled, and switching between different email accounts is eliminated.

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API

The Enneo API and the /ticket endpoints enable the creation and editing of emails. This option offers a seamless two-way synchronization between Enneo and existing ticket systems. The API not only allows retrieving and sending emails but also triggering and receiving webhooks to ensure the synchronization of email communication with other systems. The API integration offers a higher level of customization and automation. Emails can be programmatically created and managed and seamlessly integrated into existing workflows. This option is particularly suitable for companies that use two ticket systems in parallel, for example, during a testing phase. Changes made in Enneo or another ticket system are synchronized on both platforms thanks to the two-way synchronization, ensuring consistent and up-to-date communication. Here is an example of a request: 
curl --location 'https://demo.enneo.ai/api/mind/ticket' \
--header 'Authorization: bearer <token>' \
--data-raw '{
    "fromName": "Customer Service",
    "process": "batch",
    "from": "support@enneo.ai",
    "to": [
        "eugene@enneo.ai"
    ],
    "priority": "medium",
    "channel": "email",
    "status": "open",
    "subject": "Subject",
    "body": "Body New",
    "direction": "in",
    "firstResponseDueBy": "2024-01-01 00:00:00",
    "dueBy": "2024-01-01 00:00:00",
    "tags": [
        54
    ],
    "contractId": 781506,
    "attachments": [
        {
            "name": "myattachment.png",
            "url": "https://www.enneo.ai/wp-content/uploads/2022/11/Frame.png"
        }
    ]
}'
Further details on the relevant /ticket endpoints, including the parameters, can be found here: API Documentation

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OAuth-based Connection (Microsoft 365)

In addition to the classic IMAP or API connection, mailboxes can also be directly connected via OAuth. The setup is carried out via a one-time authorization and subsequently enables automatic sending and receipt of emails via Enneo. Setup steps:
  • Select Microsoft 365 as the method.
  • Deposit the email address of the mailbox.
  • Click on “Connect Account” and complete the registration process with the relevant provider.
  • After successful authorization, the access token and refresh token are automatically filled in.
  • The configuration can be checked with “Test Email Receipt”.

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Frequently Asked Questions (FAQ)

If you are using Microsoft 365 or Outlook with a business or organization account, the error message “Needs admin approval” may appear when connecting your email account. This is because the IT administrator of your organization must approve Enneo before employees can use it.Solution for IT Administrators:In order to release Enneo for your organization, an administrator must grant approval by visiting this link:
https://login.microsoftonline.com/common/adminconsent?client_id=24906419-b8d3-465d-9a67-10630be94dcf&redirect_uri=https://enneo.ai?admin-consent-success&scope=https://graph.microsoft.com/.default
After the administrator has completed the approval process, all users in the organization can connect their Microsoft email accounts with Enneo.Requested Permissions:
  • Read and write access to mailboxes via IMAP
  • Read and write access to user emails
  • Send emails under another username
  • Retain access to data (offline_access)
  • Send emails from mailboxes with SMTP AUTH
  • Sign in and read user profile
The spam detection is carried out in two steps:1. Header-based detection (upon email receipt)When importing an email, the server-side spam headers are checked:
  • SpamAssassin: X-Spam-Flag: YES or X-Spam-Status: Yes
  • Microsoft Exchange: X-Forefront-Antispam-Report with SFV:SPM or SCL >= 5
  • Bulk/Marketing platforms: Presence of a Feedback-ID header (e.g. Mailchimp, SendGrid)
  • DMARC error: dmarc=fail in Authentication-Results (probably fake sender)
If spam is detected here, the ticket is immediately marked as spam and the auto-responder is suppressed.2. AI-based detection (content analysis)In addition, the content of the email is checked by an AI-supported analysis. This checks for automated marketing, phishing, newsletters, or irrelevant bulk messages. Legitimate customer inquiries are expressly not classified as spam. If spam is detected, the further processing by AI agents is aborted.“No Spam” ButtonIf a ticket has been detected as spam, a “No Spam” button is displayed in the ticket view. Clicking it marks the ticket as manual_clean and triggers a full AI reprocessing. The reprocessing skips the spam detection and presents the AI results to the agent without automatically performing actions.Tag behavior for spam ticketsSpam tickets receive neither the default tag nor AI-recognized tags. Instead, only tags with activated “Spam” property (configurable under Settings → Skills & Routing) are automatically assigned. See Tag Configuration for details.Manual override via APIIf the spamStatus field of a ticket is set via API to manual_spam or manual_clean, this status is not overwritten by any of the two automatic stages. Tickets that are marked as spam (auto_spam or manual_spam) are skipped during automatic processing.