Ensoras

Setting Up Your Project

Create your account, set up your first project, and start building intelligent support workflows.

Create Your Account

  1. Visit ensoras.com and click Sign Up
  2. Enter your email address and create a password
  3. Verify your email address via the confirmation link
  4. Complete your profile information

Enable Two-Factor Authentication

For enhanced security, you can enable two-factor authentication:

  1. Go to your account settings
  2. Click Enable 2FA
  3. Scan the QR code with your authenticator app (Google Authenticator, Authy, etc.)
  4. Enter the verification code to confirm
  5. Save your recovery codes in a safe place

Create a Project

Projects are isolated workspaces for your support operations. Create one for each brand, store, or product line.

  1. From your dashboard, click Create Project
  2. Enter a project name (for example, "Acme Store Support")
  3. Optionally add a description
  4. Click Create

Your project is created with a unique slug based on the name. This slug is used in widget embed URLs and API endpoints.

Your Project Panel

After creating your project, you will land in the project panel. The sidebar organizes everything into sections:

  • Dashboard - Analytics on tickets, satisfaction, channels, and workflows
  • Inbox - Tickets needing your attention (with a badge showing the count)
  • Active Chats - Live widget conversations in real-time (appears when widget is enabled)
  • Tickets - All support tickets with filtering, search, and bulk actions
  • Automation - Configuration, Knowledge Base, Workflows, Actions, Tools
  • Channels - Live Chat Widget, Email, Integrations
  • Help Desk - Tags, Email Rules, Macros
  • Project - Teams, Users
  • Billing - Subscription, Usage & Quotas, Orders

Initial Setup

1. Configure Ensoras

Navigate to Automation > Configuration in the sidebar.

Business Description - Tell Ensoras about your business. The more detail you provide, the better Ensoras handles conversations without needing explicit knowledge base articles for every topic:

We are Acme Electronics, an online retailer selling smartphones, laptops,
and accessories. We offer 30-day returns and 1-year warranty on all products.
We ship throughout the United States with free shipping over $50. Our support
hours are Mon-Fri 9am-6pm EST but Ensoras handles inquiries 24/7.

Agent Identity - Set the name and title Ensoras uses (default: "Ensora", "Customer Support Specialist").

Communication Style - Define personality and tone for all responses.

Security Guidelines - Set boundaries for what Ensoras should never do (share personal data, promise things it can't deliver, etc.).

See the Configuration page for all settings including escalation timeouts and auto-closure.

2. Add Knowledge

Navigate to Automation > Knowledge Base in the sidebar.

Click New Knowledge Item and add your most important content first:

  1. Your FAQ - Upload or paste your frequently asked questions
  2. Return/Refund Policy - So Ensoras can answer policy questions accurately
  3. Shipping Information - Delivery times, costs, tracking details
  4. Product Documentation - Guides, specs, or troubleshooting steps

You can add content as text, file uploads (PDF, TXT, Markdown up to 10MB), or web page URLs that Ensoras will scrape automatically.

See the Knowledge Base page for detailed instructions.

3. Set Up a Channel

You need at least one channel for customers to reach Ensoras.

Option A: Live Chat Widget - Navigate to Channels > Live Chat Widget and enable the widget. Customize appearance, add a welcome message and quick reply suggestions, then copy the embed code to your website. See the Live Chat Widget page.

Option B: Email - Navigate to Channels > Email and configure your IMAP/SMTP settings. Connect your support email and Ensoras will automatically process incoming emails. See the Email Channel page.

4. Connect Integrations (Recommended)

This is where Ensoras goes from answering questions to actually solving problems. Navigate to Channels > Integrations and connect your platforms.

When you connect a store like Shopify, you are not just "integrating" - you are giving Ensoras the ability to look up real customer data during conversations. Instead of saying "Please check your order status on our website", Ensoras can pull up the actual order, see that it shipped yesterday via FedEx, and provide the tracking number. This turns a generic interaction into a genuinely helpful one.

See the Integrations page for setup details per platform.

5. Build Your Workflows

This is the most important step. Navigate to Automation > Workflows.

Workflows are the intelligence layer that controls how Ensoras handles different customer scenarios. They are not simple "if-then" rules. Each workflow gives Ensoras a set of instructions, tools, and actions that it reasons through to produce intelligent responses.

A single workflow can instruct Ensoras to look up an order, check the value, decide whether to handle it automatically or escalate to a human, tag the ticket, adjust priority, and craft a response that references the actual order details - all in one conversation turn.

New projects include some default workflows. Review these, customize them, and add new ones for your specific scenarios. Start with 3-5 core workflows:

  • Order Status - Attach a Shopify/WooCommerce tool so Ensoras can look up real order data
  • Refund Requests - Include decision logic in the instructions: under $100 handle automatically, over $100 escalate to a human
  • General FAQ - Attach the Knowledge Base Search tool so Ensoras finds the right answer
  • Escalation - Detect frustrated customers and route to human agents before things get worse

Multiple workflows can trigger simultaneously and their capabilities merge. A frustrated customer asking about a refund activates both your escalation workflow and refund workflow, giving Ensoras access to the combined toolkit.

See the Workflows page for the complete guide with real-world examples.

Test Your Setup

Before going live, test each component:

Test the Widget

  1. Open your website with the widget installed
  2. Click the chat button
  3. Send a test message like "What is your return policy?"
  4. Verify Ensoras responds with information from your knowledge base

Test Order Lookup

  1. Start a conversation (widget or email)
  2. Ask about an order: "What is the status of order #1234?"
  3. Verify Ensoras fetches and displays real order information from your connected store

Test Workflow Logic

  1. Simulate a refund request: "I want to return the laptop I bought last week"
  2. Watch Ensoras look up the order, check the value, and follow your workflow instructions
  3. Check the ticket view to see which workflows triggered and what actions were executed

Test Email

  1. Send an email to your connected support address
  2. Check that a ticket appears in your Inbox
  3. Verify Ensoras generates an appropriate response

Going Live

Once testing looks good:

  1. Review your configuration and security guidelines
  2. Ensure your knowledge base covers your most common questions
  3. Consider enabling Require Reply Approval in Configuration to review responses before they go out (you can disable this once you are confident)
  4. Monitor the Dashboard and Inbox regularly
  5. Refine workflows and knowledge based on real conversations

Next, explore the Dashboard to understand your analytics.