How it works
How Enso runs your after-hours line
For enabled and configured channels, Enso can capture reported details, create a work order, attempt the notifications you configure, and keep the record ready for your team's review and hand-off.
From Hello to Handled.
The Enso line
When a channel is enabled for your account, Enso can use a provisioned voice or SMS number and configured email forwarding. Availability depends on onboarding and plan. Do not forward a live line until activation and testing are confirmed.
Voice
On an enabled line, Enso answers configured inbound calls, asks your intake questions, and captures the details the caller reports. Availability depends on activation and carrier delivery.
SMS
For stored mobile numbers with recorded consent, Enso can send configured job alerts and receive supported status, completion-note, and photo replies.
Configured email forwarding can turn incoming work-order messages into records, with the source content kept with the job. Direct Gmail and Microsoft connections are not generally available.
From request to review
Configured workflows use the same six-stage record, with people responsible for response and final closure.
- 01
Intake
For an enabled channel, Enso follows the configured flow, captures the site, unit, access, and urgency details reported, and creates a work order.
- 02
Triage
Configured keywords can mark a request urgent and apply your routing rules. Enso is not an emergency service, monitoring station, or substitute for 911.
- 03
Attempt notification
When configured, Enso attempts to text the stored, opted-in on-call contact with the work-order details. Carrier delivery and a technician response are not guaranteed.
- 04
Field updates
An opted-in technician can reply with supported status updates, completion notes, or photos, which Enso writes to the job. Techs are field-only in v1; there is no separate tech app.
- 05
Review and close
A supported COMPLETE update marks the work order ready for review. An authorized dispatcher decides when to close it.
- 06
Hand-off
When configured, Enso can send a work-order packet by email or signed webhook, or make it available by CSV, with retries and a delivery log. Your team still monitors receipt and processing.
“Leak in the mechanical room at 1200 Main. Water's still coming out.”
Is the water still running? Can someone shut the main? Any after-hours access?
- Trade
- Plumbing
- Site
- 1200 Main, mechanical room
- Water
- Running · main not shut
- Access
- Lockbox 4409, north door
WO #4471. 1200 Main, mech. room. Active water, main not shut. Access: lockbox 4409, north door.
Queue state: pending. Delivery and technician response are not yet confirmed.
Built on your trade's playbook
Each trade starts with a knowledge-base and intake-flow template. Your configuration controls the questions, urgency rules, and eligible notification contacts before a supported channel is activated.
Hand-off to the system you already use
Enso is an intake and coordination layer, not a replacement for your work-order system. When configured, records can be sent by email or signed webhook, or exported as CSV; supported status updates can return by signed webhook. Retries and a delivery log make failures visible, while your team remains responsible for monitoring receipt and acting on each job.
One dashboard
Transcripts, work-order status, notification attempts, and delivery results in one place, so authorized staff can review each record and refine the configured playbook.
Configure, test, then activate
Select a trade template, review the intake flow, add the fields, sites, and contacts you need, record messaging consent where required, and complete the activation checks available for each channel. Timing varies with your configuration and the channels being enabled.
- 01
Pick your trade
Choose your trade to start with suggested intake questions and example prompts. Review them before use.
- 02
Confirm the call flow
Review what Enso asks and the routing rules you want. Choose the work-order fields to capture.
- 03
Add sites and on-call
Add asset names, coverage schedules, and on-call contacts. Text notifications require each recipient to opt in.
- 04
Go live on your Enso number
After your voice, SMS, and inbox channels are provisioned, verify forwarding and run a test call before activation.
What Enso is not
- A replacement for your work-order system or CMMS.
- A live two-way named integration. Handoff is by email, webhook, or CSV.
- A technician mobile app. Field crews use SMS and calls in v1.
- An emergency service, monitoring station, or human dispatcher. Delivery and response are not guaranteed.