Ensoras

Email Channel

Connect your support email to automatically receive and respond to customer emails.

Overview

The Email channel connects Ensoras to your support email inbox. Incoming emails automatically create tickets, and Ensoras generates responses that are sent back via email. Email threads are tracked so ongoing conversations stay in the same ticket.

Navigate to Channels > Email in your project sidebar.

Enabling Email

Before enabling the email channel, you must configure your IMAP and SMTP settings. Once configured, toggle the email channel on and use the Test Connection button to verify both incoming and outgoing settings work.

IMAP Configuration (Incoming)

IMAP settings control how Ensoras receives emails from your inbox.

Setting Description Common Value
IMAP Host Your email server address imap.gmail.com
IMAP Port Port number 993
Encryption Connection security StartTLS, TCP, SSL, or TLS
Username/Email Your email account [email protected]
Password Email password or app password (use app password for Gmail)
Validate SSL Certificate Verify SSL certificates On
Mark Imported Emails as Read Mark emails as read after importing Off

SMTP Configuration (Outgoing)

SMTP settings control how Ensoras sends email responses.

Setting Description Common Value
SMTP Host Your email server address smtp.gmail.com
SMTP Port Port number 587
Encryption Connection security None, TLS, or SSL
Username/Email Your email account [email protected]
Password Email password or app password (use app password for Gmail)

Email Identity

Control how Ensoras appears when sending emails.

Setting Description
From Email Address The email address shown on outgoing emails
From Name The display name on outgoing emails
Email Signature HTML signature appended to all responses

Ensoras Guidelines

Add channel-specific instructions for how Ensoras should handle email responses. These are applied on top of the global communication style from Configuration:

Use a professional email tone with proper greeting and sign-off.
Include paragraph breaks for readability. You can be more detailed
than in chat since email allows for longer responses.

Response Delay

Setting Description
Minimum Delay Minimum seconds before sending a response (0-172800)
Maximum Delay Maximum seconds before sending a response (0-172800)

The maximum delay is 172800 seconds (48 hours). Response delays add a human-like feel to email responses. For email, longer delays (30-120 seconds) feel more natural than instant replies.

Gmail Setup

If you use Gmail or Google Workspace:

  1. Enable 2-factor authentication on your Google account
  2. Create an App Password:
    • Go to Google Account > Security
    • Under "2-Step Verification", click App passwords
    • Generate a password for "Mail"
  3. Use these settings:
    • IMAP Host: imap.gmail.com, Port: 993, Encryption: SSL
    • SMTP Host: smtp.gmail.com, Port: 587, Encryption: TLS
    • Use the app password (not your regular password) for both IMAP and SMTP

How Email Threading Works

Ensoras tracks email threads automatically by:

  • Matching subject lines (detecting Re: patterns)
  • Using email headers (In-Reply-To, References)
  • Customer email address matching

When a customer replies to an email, the reply is added to the existing ticket rather than creating a new one. This keeps the full conversation history in one place.

Testing Email

  1. Configure your IMAP and SMTP settings
  2. Click Test Connection to verify both work
  3. Enable the email channel
  4. Send a test email to your connected support address
  5. Check that a ticket is created in your Inbox
  6. Verify Ensoras generates an appropriate response
  7. Check your email to confirm the response was received

Troubleshooting

Email Not Receiving

  • Verify IMAP credentials are correct
  • For Gmail, ensure you are using an App Password (not your regular password)
  • Check that IMAP port (993) is not blocked by your firewall
  • Try different encryption settings (SSL vs TLS)

Email Not Sending

  • Verify SMTP credentials are correct
  • For Gmail, use an App Password
  • Check that port 587 (TLS) or 465 (SSL) is not blocked
  • Verify the "From" address matches your SMTP account

Duplicate Tickets

  • Ensure "Mark Imported Emails as Read" is enabled if you are also checking the inbox manually
  • Check that email threading is working by verifying subject line patterns

Best Practices

Use App Passwords - Always use app passwords for Gmail/Google Workspace accounts. Regular passwords will not work with IMAP/SMTP.

Set Realistic Delays - For email, 30-120 second delays feel natural. Instant replies can seem automated.

Include a Signature - Add a professional email signature to maintain brand consistency.

Test Thoroughly - Send yourself test emails before going live to verify formatting, signature, and response quality.

Enable Mark as Read - If you check the same inbox manually, enable this option to avoid confusion about which emails have been processed.

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