Evnao documentation
Product setup, API access, and recovery paths.
Core concept
Every web, social, or email conversation is a tenant-scoped ticket with persisted messages, source, status, priority, assignment, and automation mode.
Status and response mode are separate. Resolving or closing a ticket closes its response mode. Reopen it before changing who responds.
The assistant may answer from approved knowledge and enabled read actions.
Automatic AI replies stop while a person handles the conversation. Human mode does not by itself assign a teammate.
Messages persist, but no automatic reply is generated.
The interaction is resolved. The website widget can offer the visitor a rating after resolution.
Starter and Pro visitors and agents can attach allowlisted images, documents, video, and audio. PDFs can be up to 100 MB; other file types can be up to 10 MB. Free conversations remain text-only.
Files upload directly to private object storage through a 15-minute upload authorization. Files become available only after type, structure and size checks pass and the private malware scanner returns a clean result. If checking cannot finish, the file stays unavailable; choose it again to retry.
Starter attachments expire 30 days and Pro attachments 60 days after resolution. Owners can export retained originals from Privacy settings before deletion. Audio and video are for human review only; Evnao does not claim transcription or video analysis.
API access requires an active Pro plan. Replace the example ticket ID and key with your own values on your server; never expose an API key in browser code.
GET /api/v1/tickets lists up to 100 tickets with cursor pagination and optional status and source filters. Requires tickets:read.
GET /api/v1/tickets/:ticketId returns one ticket and its latest 100 non-internal messages, ordered oldest to newest within that set. Requires tickets:read.
PATCH /api/v1/tickets/:ticketId changes status, priority, or automation mode and requires tickets:write plus an Idempotency-Key. Reopen resolved or closed tickets before changing response mode.
curl -X PATCH https://evnao.com/api/v1/tickets/TICKET_ID \
-H "Authorization: Bearer evnao_live_YOUR_KEY" \
-H "Idempotency-Key: ticket-update-123" \
-H "Content-Type: application/json" \
-d '{"status":"RESOLVED"}'