Overview
Actions are automations that Ensoras can execute when a workflow triggers. You create actions in your project, then attach them to workflows. When a workflow triggers, Ensoras reads the workflow instructions and decides which attached actions to use based on the conversation context.
Navigate to Automation > Actions in your project sidebar.
Ensoras includes 8 action types:
| Action Type | Purpose |
|---|---|
| Send Email | Send emails to customers or team members |
| Change Status | Update ticket status |
| Send Webhook | POST data to external systems |
| Add Tags | Categorize tickets with tags |
| Assign Agent | Route ticket to a specific user |
| Assign Team | Route ticket to a team |
| Update Ticket Priority | Change ticket priority level |
| Send Slack Notification | Alert a Slack channel |
Creating an Action
- Navigate to Automation > Actions
- Click New Action
- Enter an Action Name (e.g., "Tag as Refund Request")
- Select the Action Type
- Optionally add a Description
- Configure the action-specific settings (shown below)
- Toggle Active on
- Save
Once created, attach the action to one or more workflows.
Action Types
Send Email
Automatically send emails to customers, team members, or any address.
| Field | Description |
|---|---|
| Recipient Email | Email address (supports variables) |
| Subject | Email subject line |
| Message | Email body content |
Available Variables:
| Variable | Value |
|---|---|
{{context.ticket.customer_email}} |
Customer's email address |
{{context.ticket.customer_name}} |
Customer's name |
{{context.ticket.subject}} |
Ticket title |
{{context.ticket.uuid}} |
Ticket UUID |
{{context.ticket.message}} |
Latest customer message |
{{context.project.name}} |
Project name |
{{context.system.date}} |
Current date (YYYY-MM-DD) |
{{context.system.time}} |
Current time (HH:MM:SS) |
Example: Notify team of VIP customer
- Recipient:
[email protected] - Subject:
VIP Request: {{context.ticket.subject}} - Message:
VIP customer {{context.ticket.customer_name}} ({{context.ticket.customer_email}}) has reached out about: {{context.ticket.subject}}
Change Status
Update a ticket's status automatically.
| Field | Description |
|---|---|
| New Status | Select from available ticket statuses |
Available Statuses: Awaiting Ensoras, Awaiting Approval, Awaiting Agent, Awaiting Customer, Resolved, Closed
Send Webhook
Send HTTP POST requests to external systems.
| Field | Description |
|---|---|
| Webhook URL | The external endpoint URL |
The webhook sends a JSON payload with ticket context including ticket ID, UUID, subject, customer email, customer name, project ID, and a timestamp.
Example: Send ticket data to your CRM whenever a VIP customer contacts support by setting the URL to your CRM's webhook endpoint.
Add Tags
Automatically tag tickets for categorization and reporting.
| Field | Description |
|---|---|
| Tags to Add | Select one or more tags from your project |
Tags must be created first in Help Desk > Tags. This action adds tags without removing existing ones.
Example: A refund workflow adds refund-request, a shipping workflow adds shipping-issue, a technical workflow adds technical-support.
Assign Agent
Route a ticket to a specific team member.
| Field | Description |
|---|---|
| Assign To | Select a user from your team |
Example: Route VIP customers to your most experienced agent. Route tickets by language to agents who speak that language.
Assign Team
Route a ticket to a team rather than an individual.
| Field | Description |
|---|---|
| Assign To Team | Select a team from your project |
Example: Billing questions go to the Billing Team, technical issues go to Technical Support, account changes go to Account Management.
Update Ticket Priority
Change a ticket's priority level.
| Field | Description |
|---|---|
| Priority | Select the new priority level |
Priority Levels:
| Level | When to Use |
|---|---|
| Low | General inquiries, no urgency |
| Medium | Standard requests (default) |
| High | Time-sensitive issues |
| Urgent | Immediate attention needed |
| Critical | Business-critical, escalate immediately |
Send Slack Notification
Send alerts to Slack channels via incoming webhook.
| Field | Description |
|---|---|
| Webhook URL | Slack Incoming Webhook URL |
| Message | Notification text (supports the same variables as Send Email) |
Setting Up Slack Webhooks:
- Go to your Slack workspace settings
- Navigate to Apps > Incoming Webhooks
- Create a new webhook for your channel
- Copy the webhook URL
Best Practices
Keep Actions Focused - Each action should do one thing. Use multiple actions within a workflow for complex scenarios.
Use Meaningful Tags - Create a consistent tagging system: topic tags (billing, shipping, technical), priority tags (urgent, vip), and status tags (needs-review, pending-callback).
Test Webhooks - Use a service like webhook.site to test your webhook payloads before connecting to production systems.
Notification Discipline - Too many Slack notifications cause alert fatigue. Reserve them for truly important events like escalations or high-priority tickets.
Name Actions Clearly - Use descriptive names like "Tag as Refund Request" or "Assign to Billing Team" so team members can understand what each action does when attaching them to workflows.
Next, learn about Tools for capabilities Ensoras can use during conversations.