Skip to main content
For the integration of emails, there are various options available, 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 is realized or modern OAuth connections are preferred - Enneo offers maximum flexibility and compatibility for different email setups and workflows.

​
IMAP

The IMAP integration fetches emails from an IMAP mail server and sends them from there. Enneo supports an unlimited number of mailboxes, so multiple email accounts can be connected and all emails centrally managed. Whether private and professional mailboxes or multiple accounts for different projects - with IMAP integration all emails can be organized comfortably in one place. The IMAP integration ensures a smooth experience in managing emails. Emails can be read, answered, and organized, much like in an email client. By connecting multiple 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 retrieving and sending emails but also for triggering and receiving webhooks to ensure 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 using two parallel ticket systems, such as during a testing phase. Changes made in Enneo or another ticket system are synchronized on both platforms thanks to two-way synchronization, ensuring consistent and current 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 about relevant /ticket endpoints, including parameters, can be found here: API Documentation

​
OAuth-based connection (Microsoft 365)

In addition to the classic IMAP or API connection, mailboxes can also be connected directly via OAuth. The setup is done via a one-time authorization and then allows for automatic reception and sending of emails over Enneo. Setup steps:
  • Choose Microsoft 365 as method.
  • Store the email address of the mailbox
  • Click on “Link account” and complete the login process with the respective provider.
  • Upon successful authorization, Access Token and Refresh Token are automatically filled.
  • With “Test email receipt”, the configuration can be checked.

​
Frequently Asked Questions (FAQ)

If you use Microsoft 365 or Outlook with a business or organizational account, you may receive the “Needs admin approval” error 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: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
Once 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
  • Maintain access to data (offline_access)
  • Send emails from mailboxes with SMTP AUTH
  • Sign in and read user profile
Spam detection is performed in two stages:1. Header-based detection (at email ingestion)When an email is imported, 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 failure: dmarc=fail in Authentication-Results (likely spoofed sender)
If spam is detected here, the ticket is immediately marked as spam and the autoresponder is suppressed.2. AI-based detection (content analysis)Additionally, the email content is analyzed by an AI model. It checks for automated marketing, phishing, newsletters, or irrelevant bulk content. Legitimate customer requests are explicitly not classified as spam. If spam is detected, further processing by AI agents is aborted.Manual overrideIf a ticket’s spamStatus field is set to manual_spam or manual_clean via the API, this status is not overwritten by either automatic detection stage. Tickets marked as spam (auto_spam or manual_spam) are skipped during automatic processing.“No spam” buttonWhen a ticket is flagged as spam, a “No spam” button is shown in the ticket view. Clicking this button marks the ticket as manual_clean and triggers a full AI reprocessing. The reprocessing skips spam detection and shows the AI results to the agent without automatically executing any actions.Tag behavior for spam ticketsSpam tickets do not receive the default tag or any AI-detected tags. Instead, only tags with the “Spam” property enabled (configured in Settings → Skills & Routing) are automatically assigned. See Tag Configuration for details.