Configuration

Overview

The Configuration page is where you define Ensoras's personality, knowledge context, security boundaries, and response behavior. Navigate to Automation > Configuration in your project sidebar.

Business Information

Business Description

This is the most important field. Tell Ensoras about your business so it understands your domain, products, and policies:

We are Acme Electronics, an online retailer specializing in consumer electronics.
We sell smartphones, laptops, tablets, and accessories. We offer 30-day returns
on all products and a 1-year warranty on electronics. Our headquarters is in
San Francisco and we ship throughout the United States.

The more detail you provide, the better Ensoras can answer customer questions without needing explicit knowledge base articles.

Agent Identity

Control how Ensoras presents itself to customers:

These values appear in the widget interface and can be customized per channel in the channel settings.

Communication Style

General Communication Style

Define the personality and tone Ensoras should use in all responses:

Be friendly and approachable while maintaining professionalism.
Use clear, simple language and avoid technical jargon unless the
customer uses it first. Show empathy when customers have problems.

Language and Grammar Guidelines

Specify formatting and writing rules that apply to all responses:

- Keep responses concise (2-3 sentences when possible)
- Use bullet points for lists
- Never use all caps
- Always offer to help further at the end of a response

Channel-Specific Guidelines

Each channel (Widget and Email) has its own Ensoras Guidelines field on its settings page where you can add instructions specific to that communication style. For example, email responses may be more formal than chat messages.

Security Guidelines

Set boundaries to prevent Ensoras from doing things it should not do:

- Never share customer personal information with other customers
- Do not process refunds over $500 without human approval
- Always verify customer identity before sharing order details
- Escalate requests involving account deletion to a human agent
- Do not make promises about shipping dates for out-of-stock items

Security guidelines are enforced across all channels and conversations.

Reply Settings

Require Reply Approval

When enabled, all Ensoras responses are held as drafts for your review before being sent to customers. This is useful when:

• You are first setting up Ensoras and want to verify response quality
• You handle sensitive conversations where every response needs oversight
• You are training Ensoras on a new topic area

When disabled, Ensoras sends responses automatically. You can always review sent messages in the ticket view.

Escalation Settings

Configure what happens when Ensoras escalates a ticket to a human agent and the agent does not respond in time.

This prevents tickets from sitting in the Awaiting Agent status indefinitely if a human agent is not available.

Auto-Closure Settings

Configure automatic closure of resolved tickets that the customer has not responded to.

Auto-closure keeps your ticket queue clean by automatically closing tickets where the customer appears satisfied and has stopped responding.

Best Practices

Start Detailed - Write a thorough business description. Include products, services, return policies, shipping info, and anything a customer might ask about.

Add Security First - Set up security guidelines before going live. Think about what Ensoras should never do or share.

Use Approval Mode Initially - Enable Require Reply Approval when you first launch. Review responses for a few days to build confidence, then disable it.

Refine Over Time - After reviewing real conversations, update your communication style and guidelines based on what works well and what needs improvement.

Set Escalation Timeouts - Configure escalation timeouts so customers are not left waiting indefinitely if no agent is available.

Next, learn how to build your Knowledge Base.