What is Ensoras?
Ensoras is an intelligent customer support platform built for ecommerce businesses. It doesn't just respond to messages with templates - it reasons through your instructions, looks up real customer data from your store, makes decisions based on what it finds, and takes action automatically.
When a customer asks "Where is my order?", Ensoras doesn't say "Please check your order status on our website." It pulls up the actual order from Shopify, sees that it shipped via FedEx yesterday, and gives the customer their tracking number. When the same customer follows up saying "I actually want to return it", Ensoras looks at the order value and date, checks your return policy in the knowledge base, and either processes it or escalates to your team with full context - all based on the rules you define in your workflows.
What Ensoras Can Do
- Resolve tickets with real data - Look up orders, check subscriptions, and pull customer data from 22 integrations during live conversations
- Make decisions, not just respond - Follow your workflow instructions to escalate, tag, prioritize, and route based on what it finds
- Compose multiple workflows - When a frustrated customer asks about a refund, both the escalation and refund workflows trigger, merging their tools, actions, and instructions into one intelligent response
- Provide 24/7 support via web chat widget and email
- Search your knowledge base to give accurate, policy-grounded answers
- Escalate intelligently to human agents with full context when it cannot resolve an issue
- Analyze conversations for sentiment, urgency, and customer satisfaction
How It Works
Here is what happens when a customer reaches out:
- Customer sends a message via your website chat widget or email
- Ensoras evaluates all active workflows against the message and the full conversation history. Matching workflows activate and their capabilities merge together.
- Ensoras gathers information using tools - order lookups, knowledge base searches, ticket searches, API calls - to understand the customer's situation.
- Ensoras decides which actions to execute based on the workflow instructions and the data it gathered. Tag the ticket, change priority, assign a team, send a Slack alert, escalate to a human.
- A response is crafted that incorporates everything: the actual order details, the relevant policy, the actions taken, and the customer's specific situation.
The entire process happens in seconds. Simple questions get resolved immediately. Complex issues get escalated to your team with full context.
Core Concepts
Projects
A project is your workspace. Each project has its own configuration, knowledge base, workflows, channels, and team. If you manage multiple brands or products, create a separate project for each.
Tickets
Tickets are individual support cases. Each ticket tracks the customer, the full message history, status, priority, assigned agent, and tags. A ticket moves through these statuses:
| Status | Meaning |
|---|---|
| Awaiting Ensoras | Ensoras needs to respond |
| Awaiting Approval | Ensoras drafted a reply that needs your approval |
| Awaiting Agent | Escalated to a human agent |
| Awaiting Customer | Response sent, waiting for the customer |
| Resolved | Issue resolved, pending auto-closure |
| Closed | Conversation complete |
Messages
Messages are the individual exchanges within a ticket. Each message has a role:
- Customer messages from the person reaching out
- Ensoras responses generated automatically
- Agent replies from your human team members
- System internal notifications (escalations, status changes)
Knowledge Base
Your knowledge base is what Ensoras uses to answer questions. You can add content as text, file uploads (PDF, TXT, Markdown), or web page URLs. Ensoras searches this content to provide accurate, grounded responses.
Workflows
Workflows are the intelligence layer - the most powerful feature in Ensoras. Each workflow defines when to activate (trigger), what to do (instructions), what data to gather (tools), and what side effects to produce (actions). Ensoras reasons through workflow instructions using real data from tools to make intelligent decisions about how to handle each customer scenario. Multiple workflows can activate simultaneously and their capabilities compose together. See the Workflows page for a deep dive.
Channels
Ensoras supports two communication channels:
- Live Chat Widget - An embeddable chat interface for your website with real-time messaging
- Email - Connect your support email via IMAP/SMTP for automated email responses
Integrations
Connect Ensoras to your ecommerce platforms. With 22 supported integrations (Shopify, WooCommerce, Stripe, Klaviyo, and more), Ensoras can look up orders, check subscriptions, and pull customer data during conversations. These become tools that workflows can use.
Quick Start
Here is the fastest path to your first automated support response:
- Create your account at ensoras.com and create a project
- Configure Ensoras by describing your business and setting communication guidelines
- Add knowledge by uploading your FAQ, return policy, or product documentation
- Connect your store so Ensoras can look up real customer data during conversations
- Set up a channel by adding the chat widget to your site or connecting your email
- Build your workflows - this is where you define how Ensoras handles each type of customer scenario
- Test it by sending a message and watching Ensoras reason through your workflows
Ready? Head to the Setup Guide for step-by-step instructions.