Contact Channels
Options and Configuration
Tip
Various options are available for the integration of emails, which can be configured under Settings → Email accounts in the respective email account.
Whether a traditional approach with IMAP is chosen, a direct API connection takes place, or modern OAuth connections are preferred - Enneo offers maximum flexibility and compatibility for different email setups and workflows.
IMAP
The IMAP integration retrieves emails from an IMAP mail server and sends them over it. Enneo supports an unlimited number of mailboxes, so multiple email accounts can be connected and all emails can 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 in managing emails. Emails can be read, answered and organized, similar to an email client. By linking several mailboxes, all communication is bundled, and switching between different email accounts is eliminated.
API
The enneo API and the /ticket endpoints enable the creation and editing of emails. This option offers seamless two-way synchronization between enneo and existing ticket systems. The API not only allows for the retrieval and sending of emails, but also the triggering and receiving of webhooks to ensure the synchronization of email communication with other systems.
The API integration offers a higher degree 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, such as during a testing phase. Changes made in enneo or another ticket system are synchronized on both platforms thanks to two-way synchronization, thus 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:
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 done through a one-time authorization and then allows automatic receipt and dispatch of emails via enneo.
Setup steps:
- Select Microsoft 365 as the method.
- Enter the email address of the mailbox
- Click on "Link account" and complete the login process with the respective provider.
- After successful authorization, access token and refresh token are automatically filled.
- With "Test email receipt," the configuration can be checked.
For shared mailboxes without a personal signer — and for organizations that would rather use their own app registration in their Entra ID tenant than sign in per mailbox — Microsoft 365 via App Registration describes the route through app-only authorization.