Ensoras – AI Customer Support & Helpdesk

Ensoras is a full AI-powered helpdesk that resolves customer support tickets from open to closed — automatically. Unlike basic chatbots that deflect with “I’ll pass this along,” Ensoras takes real action: looking up orders, checking refund eligibility, sharing tracking links, escalating to the right team, and closing the ticket — all in one conversation.

Set it up in under 10 minutes. No training. No coding. Start free with 30 tickets per month — no credit card required.

Why Store Owners Switch to Ensoras

• Resolves, not just responds — The AI takes action mid-conversation: looks up live order data, checks return eligibility, shares tracking info, and closes tickets without human involvement
• Under 2-minute response times, 24/7 — Nights, weekends, holidays, Black Friday — your customers always get instant, accurate help
• Converts browsers into buyers — The widget handles pre-sale questions about sizing, shipping, returns, and product details in seconds. Customers get answers when they’re ready to buy, not hours later
• Your customers think they’re talking to your team — Fully branded widget with your logo, colors, name, and personality. No “powered by AI” friction — just great support that happens to be instant
• Natural language workflows — Write rules in plain English: “auto-resolve refund requests under $100, escalate everything else to the billing team.” No flowcharts, no drag-and-drop builders, just language
• 25+ one-click integrations — Shopify, WooCommerce, Stripe, Klaviyo, Zendesk, Salesforce, Slack, HubSpot, and many more
• Chat + Email in one inbox — Both channels handled by the same AI, merged per customer, zero duplicates
• Semantic knowledge base — Upload PDFs, articles, or paste URLs. The AI matches by meaning, not keywords, grounding every answer in your actual documentation
• Free to start — 30 tickets/month with full AI capabilities and e-commerce integrations, no credit card

“1,100 tickets a month, resolved automatically. We don’t have support agents anymore.”
— Head of Operations, mid-size fashion e-commerce (EU)

Live Chat Widget

A fully branded, embeddable chat widget that installs in one click:

• Dark or light theme — match your site’s look. Position left or right
• Upload your logo for the widget header
• Customize the greeting message, header subtitle, and quick-reply buttons
• Mobile-responsive — works perfectly on every device and screen size
• Email collection — optionally require an email before chat starts, enabling order lookup and email follow-up
• Pre-fill logged-in customer emails automatically — no “what’s your email?” friction
• Domain restrictions — whitelist specific domains (supports wildcards like *.yourdomain.com) to prevent unauthorized embedding
• Privacy notice — add your own privacy text and link directly in the widget
• Display controls — show on all pages, only on specific pages (e.g., product pages, checkout), or exclude pages you choose
• Response timing — configurable delay for natural conversational pacing
• “Powered by Ensoras” removable on paid plans
• Custom agent name and title — the widget shows your brand name, not “Ensoras”

Email Support Channel

Ensoras isn’t just live chat — connect your support inbox and let AI handle email too:

• Incoming emails automatically create tickets and AI drafts and sends responses
• Smart thread tracking — replies match to existing tickets using subject lines, In-Reply-To/References headers, and customer email matching. No duplicates, ever
• Thread parsing — automatically strips quoted replies, signatures, and forwarded headers. The AI processes only the actual customer message, not the noise
• Inbox rules — execute before the AI even sees the email. Filter spam by domain, address, or subject keyword. Ignore, auto-close, or delete matching emails. Priority-ordered with first-match-wins logic — your most important rules always fire first
• Macros — templated auto-responses triggered by subject or body keywords, with variables for customer name, email, subject, company name, and support email
• Configurable response delays (0 to 48 hours) so emails feel natural, not robotic
• Custom signatures — branded HTML signatures appended to every outgoing email
• Channel-specific AI personality — set a different tone for email (professional, detailed) vs. chat (conversational, concise)
• Same AI, same workflows, same intelligence — just a different channel

The Dashboard

Your support command center with live updates every 15–30 seconds:

• Ticket statistics — Full queue at a glance: total tickets, needs response, awaiting customer, awaiting approval, closed count — all with trend sparklines and period comparisons that flag 20%+ volume spikes
• Automation rate — What percentage the AI handles vs. what gets escalated. Color-coded: green (70%+), yellow (40–70%), red (below 40%)
• Customer satisfaction — AI-scored CSAT (1–5), sentiment breakdown (positive/neutral/negative), satisfaction distribution chart, and the top 5 most common issues with ticket counts and percentages
• Resolution metrics — Resolution rate, escalation rate, average response time, average resolution time — each color-coded for health
• Activity trends — Line charts showing daily, weekly, or monthly ticket volume. Spot patterns before they become problems
• Channel distribution — How tickets split between chat and email
• Message distribution — AI-generated vs. agent-written response ratio
• Workflow analytics — Per-workflow success rates, trigger counts, execution times, and the top 5 most-used tools with performance stats
• Period comparison — Compare first vs. second half of any time range (7 days, 30 days, 90 days, year, or all time)

Unified Inbox

Everything in one place — no switching between tools:

• Chat and email merged per customer — if the same person emails and chats, it’s one ticket with full history
• Attention-based prioritization — Inbox surfaces what needs action: drafts awaiting approval, escalated tickets, and stale conversations
• 5-tier priority system — Low, Medium, High, Urgent, Critical — set manually or automatically via workflows
• Bulk actions — Close or approve multiple tickets at once
• Scheduled messages — Write a reply and schedule delivery up to 48 hours ahead
• Draft review — See what the AI wrote before it sends. Ask it to regenerate if the tone isn’t right
• Advanced filtering — Filter by channel, status, priority, team, agent, tags, or date
• Tag badges — Color-coded labels on every ticket for instant visual categorization

Active Chats — Real-Time Monitoring

See who’s on your site right now and what they need:

• Live presence indicators — Pulsing green dots show customers actively browsing
• Auto-refreshing list — Updates every few seconds with the latest message preview
• One-click jump-in — Click any active chat to see full history and respond instantly
• “Live” badge — Shows when a customer is actively waiting for a response
• 60-second timeout — Chats disappear from the active list when customers leave, keeping the view clean

Workflows — The Intelligence Layer

This is what separates Ensoras from every chatbot on the market. Workflows aren’t simple “if keyword then template” rules — they’re intelligent reasoning:

• Write instructions in plain English — “When a customer asks about a refund, look up their order in Shopify. If the order is under $100 and within 30 days, process the refund and confirm. Otherwise, escalate to the billing team with full context.”
• Multiple workflows merge automatically — A frustrated customer asking about a refund triggers both your “Refund Requests” and “Frustrated Customers” workflows. Ensoras combines the tools, actions, and instructions from both and makes intelligent decisions about which to apply
• Four trigger types — AI analysis (recommended — reads full context and intent), keyword matching, exact phrase, or regex patterns for structured data like order numbers
• Adjustable sensitivity — Low, Medium, or High strictness for AI triggers. Use high sensitivity for critical workflows like escalation
• Priority levels — Control which workflows take precedence when multiple match
• Channel-specific — Different behavior for chat vs. email, or apply to both
• Response personality overrides — Set a specific tone per workflow: empathetic for complaints, concise for order status, professional for billing
• Full execution visibility — Every triggered workflow and executed action appears in the ticket sidebar

Actions — Automate Everything

Eight action types that execute when workflows trigger:

• Send email — Notify customers or team members with templated messages using variables (customer name, email, order number, ticket subject, latest message, current date/time)
• Send Slack notification — Alert your team channel instantly when specific issues arise
• Send webhook — POST full ticket context as JSON to any external system (CRM, ERP, custom backend)
• Change ticket status — Move tickets through your pipeline: awaiting agent, awaiting customer, resolved, closed
• Add tags — Auto-categorize tickets with color-coded labels for reporting and filtering
• Assign agent — Route to a specific team member based on expertise or availability
• Assign team — Direct tickets to entire teams: billing questions to Billing, technical issues to Engineering
• Update priority — Escalate to Low, Medium, High, Urgent, or Critical based on conversation context

Tools — Live Data at the AI’s Fingertips

Tools let the AI access real data mid-conversation instead of guessing:

Built-in tools (no setup required):

• Knowledge base search — Semantic matching finds relevant answers from your uploaded docs, PDFs, and URLs based on meaning, not keywords
• Ticket search — Look up a customer’s previous conversations for full context
• Escalate to human — Hand off to an agent with the complete conversation history attached
• Close conversation — Mark as resolved when the issue is handled

Integration tools (one-click connect):

25+ platform integrations across e-commerce, payments, subscriptions, marketing, reviews, fulfillment, support, and communication:

• E-commerce: Shopify, WooCommerce, BigCommerce, Magento
• Payments & Subscriptions: Stripe, Chargebee, ReCharge, Skio
• Marketing: Klaviyo, Attentive, Nosto, Rebuy
• Reviews: Yotpo, Okendo, Stamped
• Loyalty: Smile.io
• Fulfillment: ShipBob, Loop Returns
• Support Platforms: Zendesk, Freshdesk, Intercom, Ada
• CRM & Communication: Salesforce, HubSpot, Slack, Twilio, WhatsApp, Facebook, Instagram

Every tool call is logged with full request/response data — see exactly what was called, what was returned, and why. Set rate limits per tool to control API usage per hour, day, or week.

Custom API tools:

• Register any HTTP endpoint as a tool — GET, POST, PUT, PATCH, DELETE
• Pass dynamic context: ticket UUID, customer email, customer name, project slug
• Define input variables the AI can pass dynamically (required or optional)
• Ensoras calls your API mid-conversation, reads the response, and uses it to resolve the ticket
• Connect internal inventory systems, CRM, order management, loyalty platforms, or anything with an HTTP endpoint
• 10-second timeout with full error handling and execution logging

Knowledge Base

Give the AI your documentation and it answers from it — accurately:

• Three ways to add content: Write text directly, upload files (PDF, TXT, Markdown up to 10MB), or paste a URL and Ensoras scrapes it automatically
• Semantic matching — The AI finds answers based on meaning, not keywords. Ask “how do I send something back?” and it finds your return policy
• Auto-chunking — Content is automatically split into searchable chunks for fast, accurate retrieval
• Toggle on/off — Deactivate items without deleting them. Useful for seasonal content or A/B testing responses
• Re-scrape URLs — Content changed? One click refreshes it
• Add your FAQs, return policies, shipping info, product specs, troubleshooting guides — anything your customers ask about

AI That Understands Context

Every message is analyzed in under 50ms — extracting sentiment, intent, urgency, customer history, and complexity scoring. The AI doesn’t just match keywords; it understands what the customer actually needs and decides the best path to resolution.

Two modes to match your comfort level:

• Manual mode — AI drafts every reply for your approval before sending. You can edit, regenerate with different instructions, or send as-is. Perfect for getting started or sensitive topics
• Auto mode — Fully autonomous with guardrails you define in plain English. The AI escalates when it’s not confident. Most customers run this 24/7 after the first week

Built-in Guardrails & Security

• Security guidelines — Write rules in plain English that the AI cannot override: “Never share account details without identity verification” or “Never promise delivery dates”
• Reply approval mode — Hold all AI responses as drafts for human review before sending. Start here, then switch to auto when you’re confident
• Identity verification — Logged-in customers are cryptographically verified before accessing sensitive data. Verified users get full access to order tools; unverified visitors are limited to knowledge search. Automatic for WordPress/WooCommerce — no code needed
• Escalation timeout — If a human doesn’t respond to an escalated ticket within your configured time (1–60 minutes), the AI can re-engage or notify the team
• Auto-closure — Automatically close tickets after customer inactivity (5 minutes to 24 hours), with an optional notification message to the customer
• Rate limiting — Control how often each tool is called per hour, day, or week
• Full audit trail — Every tool call, action execution, and AI decision logged with complete request/response data

WooCommerce Integration

When WooCommerce is active, one click connects your store with read-only API credentials:

• Look up customers by email or name
• Retrieve order details, line items, and tracking information
• List recent orders for a customer
• Search and retrieve product information including stock status
• Check refund status for orders
• Pre-fill logged-in customer emails automatically — zero friction for returning customers
• Automatic identity verification — the WordPress plugin verifies logged-in customers automatically with no additional setup. Verified customers get full order access; anonymous visitors get knowledge search only

Team Collaboration

Built for teams, not just solo founders:

• Custom roles — Create unlimited roles with granular permissions across 15 permission groups (dashboard, inbox, tickets, workflows, tools, actions, knowledge base, tags, billing, and more)
• Pre-built role templates — Support Agent, Team Lead, Admin, Viewer — or build your own from scratch
• Team routing — Create teams (General Support, Billing, Technical, VIP) and route tickets automatically via workflow actions
• Collision detection — Two agents can’t accidentally reply to the same ticket
• Sidebar-aware permissions — Users only see menu items they have access to. No clutter, no confusion
• Invite by email — Add team members in seconds. New accounts created automatically if needed

Tags & Organization

• Color-coded tags — Visual labels on every ticket for instant categorization
• Four tag categories — Topic (billing, shipping, returns), urgency (urgent, vip), workflow state (needs-review, escalated), and context (repeat-customer, first-contact)
• Auto-tagging via workflows — Tags applied automatically based on conversation context. Additive — new tags never remove existing ones
• Filtering — Combine tag filters with status, priority, channel, agent, and date for powerful ticket views

API Access

• REST API with Bearer token authentication (project-scoped API keys)
• Read access to ticket data for custom dashboards, reporting, and external integrations
• Pagination support (up to 100 results per page)
• 60 requests …