Ensoras

Troubleshooting

Solutions to common issues with the widget, email, workflows, integrations, and knowledge base.

Widget Not Showing

The chat bubble does not appear on your website.

  • Is the widget enabled? Navigate to Channels > Live Chat Widget and confirm the toggle is on.
  • Is the embed code installed? The script tag must be placed before the closing </body> tag on every page where you want the widget.
  • Check domain restrictions. If "Restrict to Specific Domains" is enabled, your website domain must be in the allowed list. Subdomains matter: www.example.com and example.com are treated as different domains. Use *.example.com to cover all subdomains.
  • Check browser console. Open your browser developer tools (F12) and look for JavaScript errors or blocked network requests.
  • Clear cache. Your browser or CDN may be serving a cached version of the page without the widget script.

Widget Shows but Messages Fail

The widget appears but messages are not sent or responses never arrive.

  • Check your project slug. The embed code URL must contain your actual project slug. You can find it in your project settings.
  • Domain mismatch. If domain restrictions are enabled, the page domain must match an allowed domain exactly.
  • Network issues. Confirm that your website can reach ensoras.com. Check for firewall rules or content security policies blocking the connection.

Email Not Being Received

Emails sent to your support address do not appear in Ensoras.

  • Is the email channel enabled? Navigate to Channels > Email and confirm the toggle is on.
  • Test the connection. Use the "Test Connection" button on the Email settings page. It tests IMAP and SMTP separately and reports which one failed.
  • Check IMAP settings:
    • Verify the host (e.g., imap.gmail.com for Gmail)
    • Confirm the port matches the encryption type (993 for SSL, 143 for StartTLS)
    • For Gmail, use an app-specific password, not your regular account password
    • Some email providers require explicitly enabling IMAP access in their settings
  • Check SMTP settings:
    • Common ports: 587 (TLS) or 465 (SSL)
    • The from address should match the SMTP account credentials
  • SSL certificate issues. If your mail server uses a self-signed certificate, toggle "Validate SSL Certificate" off in the email settings.

Email Responses Not Sending

Ensoras receives emails but responses never reach the customer.

  • Check SMTP credentials. IMAP (receiving) and SMTP (sending) use separate credentials. One can work while the other fails.
  • Check the from address. Some SMTP servers reject messages if the "from" address does not match the authenticated account.
  • Check reply approval mode. If "Require Reply Approval" is enabled in Automation > Configuration, all responses wait for manual approval before sending. Check the Inbox for pending approvals.

Workflow Not Triggering

A workflow that should match a customer message does not activate.

  • Is the workflow active? Open the workflow and confirm the toggle is on.
  • Check the channel. If the workflow is restricted to specific channels (e.g., widget only), messages from other channels (e.g., email) will not trigger it.
  • Sensitivity too high. If using Ensoras Analysis triggers, try lowering the sensitivity. A high sensitivity requires very precise matches and may miss valid messages.
  • Trigger wording too narrow. Rephrase the trigger description to be broader. Instead of "Customer asks for a full refund on a defective product", try "Customer wants a refund, return, or money back for any reason."
  • Check trigger type. Keyword and phrase triggers require exact matches. If the customer uses different wording, consider switching to Ensoras Analysis.
  • Review the ticket detail. Open the ticket and check the workflow section to see which workflows were evaluated and why they did or did not match.

Workflow Triggers but Tools Do Not Run

The workflow activates but does not look up orders or search the knowledge base.

  • Is the tool active? Navigate to Automation > Tools and confirm the tool is enabled.
  • Is the tool attached? Open the workflow and verify the tool is selected in the tools configuration.
  • Check tool credentials. Integration tools require valid credentials. If your Shopify access token expired, the tool will fail silently.
  • Check rate limits. If a tool has hit its rate limit, it will not execute until the limit resets. Check the tool's execution history for rate limit errors.

Integration Not Connecting

An integration shows errors or fails to retrieve data.

  • Verify credentials. Each integration has specific requirements:
    • Shopify: Shop domain (e.g., your-store.myshopify.com), access token, API version
    • Stripe: Secret key (not publishable key)
    • WooCommerce: Store URL, consumer key, consumer secret
  • Check if the integration is enabled. Toggle it on in Channels > Integrations.
  • Token expired. Some integrations use tokens that expire. Regenerate the token in the external service and update it in Ensoras.
  • API rate limits. External APIs have their own rate limits. If Shopify or Stripe returns a rate limit error, the tool execution history will show the details.

Knowledge Base Not Returning Results

Ensoras does not use your knowledge base content in responses.

  • Is the Knowledge Base Search tool attached? The knowledge base is accessed through a tool. Make sure the tool is active and attached to the relevant workflow.
  • Is the knowledge item active? Disabled items are not included in searches.
  • Check processing status. After creating a knowledge item, it takes a moment to process the content into searchable chunks. If the item shows 0 chunks, processing may have failed.
  • File format issues. PDF files must contain selectable text (not scanned images). If extraction fails, convert to plain text or Markdown and use the Text content type instead.
  • URL scraping failures. Some websites block automated scraping. If a URL item has no content, paste the text manually using the Text content type.

Responses Are Slow or Missing

Ensoras takes too long to respond or does not respond at all.

  • Check how many tools are running. Workflows with many tools take longer because each tool call adds processing time. Ensure only relevant tools are attached.
  • Tool timeouts. Custom API Call tools default to a 10-second timeout. If your external API is slow, increase the timeout in the tool settings.
  • Check reply approval. If approval mode is enabled, responses are drafted but not sent until manually approved.
  • Check escalation settings. If a ticket is escalated to a human and no agent responds, the escalation timeout settings determine what happens next.

Tickets Not Auto-Closing

Resolved tickets stay open indefinitely.

  • Is auto-closure enabled? Navigate to Automation > Configuration and confirm auto-closure is toggled on.
  • Check the waiting period. Auto-closure waits for the configured period (default: 30 minutes) after the last response before closing. If the customer keeps replying, the timer resets.

Account and Access Issues

Cannot log in or access your project.

  • Verify your email. New accounts require email verification. Check your inbox (and spam folder) for the verification link.
  • Reset your password. Use the "Forgot Password" link on the login page.
  • Two-factor authentication. If you enabled 2FA and lost access to your authenticator app, use your recovery codes. If you have lost those too, contact support.

Getting More Help

If your issue is not covered here, reach out to our team at ensoras.com/contact.