Email

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:

API Documentation

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.

Customer replies to emails from other channels

A letter, chat or phone ticket can also be answered by email. When the customer replies to that email, the reply lands in the original ticket as an incoming message instead of creating a new ticket. The ticket keeps its channel (letter, chat or phone).

The reply is attached to the ticket when all of the following conditions are met:

• The subject matches the subject sent by enneo, with a reply prefix (e.g. "Re:", "AW:", "Fwd:").
• The email comes from the address enneo sent the email to.
• The ticket had a message within the last month.

Otherwise a new ticket is created as before – for example for a new email without a reply prefix, a different sender address or an older ticket. No mailbox configuration is needed, and enneo adds no technical identifiers such as a ticket number to the email.

Email subject:

• When an agent replies by email, they enter the subject themselves. If content translation is enabled, the subject is translated together with the body.
• For automatic replies to letters, the subject is "Your letter of …" with the date of the letter, in the customer's language.
• Emails from chats without a subject of their own get the subject "Chat conversation with …" followed by your company name.

Frequently Asked Questions (FAQ)