Overview
Tools are capabilities that Ensoras can use during conversations. Unlike actions (which perform side effects like tagging or notifications), tools gather information or take conversational actions like escalating to a human or closing a ticket.
Tools are attached to workflows. When a workflow triggers, Ensoras can use the workflow's attached tools as needed based on the conversation context.
Navigate to Automation > Tools in your project sidebar.
Built-in Tool Types
These tools are available without any integration setup:
| Tool Type | Purpose |
|---|---|
| Knowledge Base Search | Search your knowledge base for relevant information |
| Ticket Search | Find the customer's previous tickets |
| Escalate to Human | Transfer the conversation to a human agent |
| Close Conversation | Mark the conversation as resolved |
Integration Tool Types
These tools connect to external services. Each requires the corresponding integration to be configured in Channels > Integrations:
| Tool Type | Purpose |
|---|---|
| Shopify | Look up orders, customers, inventory from Shopify |
| WooCommerce | Look up orders, customers from WooCommerce |
| Stripe | Look up payment information, charges, customers |
| BigCommerce | Look up product catalog, order management |
| Klaviyo | Access email lists, subscriber data, segments |
| ReCharge | Manage recurring orders, subscriptions |
| Yotpo | Access product reviews, user-generated content |
| Okendo | Review management, recommendations |
| Skio | Subscription and loyalty data |
| Rebuy | Retention and recovery data |
| Magento | Store integration, customer information |
| Attentive | SMS marketing, subscriber data |
| Smile.io | Loyalty program integration |
| Nosto | Personalization and recommendations |
| Stamped | Reviews and ratings |
| ShipBob | Order fulfillment tracking |
| Loop Returns | Return management |
| Intercom | Customer messaging platform data |
| Freshdesk | Support ticket system data |
| Ada | Support automation data |
| Zendesk | Ticket integration, knowledge base data |
| Chargebee | Subscription management, billing data |
Custom API Call Tool
The API Call tool type lets you connect Ensoras to any external API. This is the most flexible tool type.
Configuration
| Setting | Description |
|---|---|
| Tool Name | Descriptive name for the tool |
| Ensoras Instructions | What the tool does and when to use it |
| HTTP Method | GET, POST, PUT, PATCH, or DELETE |
| API URL | The endpoint URL (supports context variables) |
| Query Parameters | Key-value pairs appended to the URL |
| Content Type | JSON or Form Data (for POST/PUT/PATCH) |
| Request Body | Key-value pairs for the request body |
| Headers | Custom HTTP headers (e.g., Authorization) |
| Timeout | Request timeout in seconds (default: 10) |
Input Variables
Define parameters that Ensoras can pass when calling the tool:
| Field | Description |
|---|---|
| Variable Name | Parameter name |
| Description for Ensoras | Explains what this parameter is for |
| Required | Whether Ensoras must provide this value |
Context Variables
Use these in URLs, headers, or body values:
| Variable | Value |
|---|---|
{{context.project.slug}} |
Project slug |
{{context.project.name}} |
Project name |
{{context.ticket.uuid}} |
Ticket UUID |
{{context.ticket.customer_email}} |
Customer email |
{{context.ticket.customer_name}} |
Customer name |
Example: CRM Lookup
- Tool Name: CRM Customer Lookup
- Method: GET
- URL:
https://crm.example.com/api/customers?email={{context.ticket.customer_email}} - Headers:
Authorization: Bearer your-api-key - Ensoras Instructions: "Look up customer information in our CRM system to provide personalized support"
Creating a Tool
- Navigate to Automation > Tools
- Click New Tool
- Enter a Tool Name
- Select the Tool Type
- Write Ensoras Instructions explaining what the tool does and when to use it
- Toggle Active on
- For integration tools: select the operation you want to perform
- For API Call tools: configure the HTTP request details
- Optionally set rate limiting (max executions per hour/day/week/lifetime)
- Save
Once created, attach the tool to one or more workflows.
Rate Limiting
Control how often a tool can be used:
| Setting | Description |
|---|---|
| Max Executions | Maximum number of times the tool can run |
| Period | Hourly, Daily (default), Weekly, or Lifetime |
Rate limiting prevents excessive API calls and helps manage costs for external integrations.
Execution History
Each tool has an execution history showing:
- Success or failure status
- Customer email (links to the ticket)
- Tool name
- Execution time
- Error message (if failed)
- Timestamp
- Full request arguments and response data (viewable in a detail modal)
Review execution history to monitor tool performance and troubleshoot issues.
Best Practices
Match Tools to Scenarios - Only attach tools that are relevant to each workflow. A FAQ workflow does not need order lookup.
Write Clear Instructions - Ensoras uses tool instructions to decide when to use them. Be specific:
Good: "Look up order status, tracking information, and line items for a customer's Shopify order using their order number or email"
Vague: "Get order info"
Monitor Performance - Check execution times and success rates in the tool execution history. Slow or failing tools impact customer experience.
Set Rate Limits - For external API tools, set appropriate rate limits to avoid exceeding API quotas or incurring unexpected costs.
Use Integration Tools - When an integration is available (Shopify, Stripe, etc.), use the dedicated integration tool type rather than building a custom API Call. Integration tools are pre-configured with the correct operations and parameters.
Next, set up your communication channels with the Live Chat Widget.