How it works
How Enso runs your after-hours line
Enso answers on voice, SMS, and email, works every job through the same loop — intake, triage, dispatch, close — and hands the finished work order to the system you already use.
Set it up yourself. No demo.
The Enso line
Enso provisions a voice number, an SMS number, and an inbox — no porting, no DNS. Forward your shop line when you're ready, or point clients straight at the Enso number.
Voice
Answers every call and runs your trade's intake questions until it has what a tech needs. A call that should reach a person is escalated, not dropped to voicemail.
SMS
Two-way text for intake, appointment windows, “on my way,” and close-out — for clients who won't call and techs already on a roof.
Reads inbound work-order mail and replies in your voice. The thread stays attached to the job instead of a personal inbox.
From call to closed
Every job runs the same six steps, whichever channel it comes in on.
- 01
Intake
Enso runs the call flow for your trade, captures site, unit, access and urgency, and opens a work order.
- 02
Triage
Emergency signals for that trade — active water, no heat in an occupied space, an alarm — skip the queue. Everything else is scheduled by your rules.
- 03
Escalate or dispatch
An emergency texts your named on-call. A routine job goes to the on-call tech with the full work order. A named on-call is required before the line goes Live.
- 04
Field updates
The tech replies by text or call — on-site, delayed, parts needed, complete — and Enso writes it back to the job. Techs are field-only in v1; there is no separate tech app.
- 05
Close-out
Enso closes the work order with the full conversation log attached.
- 06
Hand-off
The finished work-order packet goes to your system by email, webhook, or CSV — with automatic retry and a delivery log.
“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 — mech. room
- Water
- Running · main not shut
- Access
- Lockbox 4409, north door
New emergency — WO #4471. 1200 Main, mech. room. Active water, main not shut. Access: lockbox 4409, north door. Reply Y to accept.
Y — en route, 20 min
Built on your trade's playbook
Each trade ships with its own knowledge base, intake call flow, and emergency keywords. That profile is per shop: you adjust the questions, the urgency rules, and who gets the call.
Hand-off to the system you already use
Enso is the desk, not a replacement for your work-order system. Completed jobs go out by email, webhook, or CSV; status updates come back on an inbound webhook. Every hand-off retries on failure and lands in a delivery log, so nothing is lost. When the other side isn't on Enso, the desk still keeps them in the loop.
One dashboard
Transcripts, ticket status, and escalation volume in one place. Watch where calls come from and where the playbook needs tightening.
Setup is self-serve
Pick your trade, confirm the call flow, upload a work-order form so Enso captures the exact fields your client expects, add your sites and crew, set a named on-call, test call, go live.
- 01
Pick your trade
Choose your trade and Enso loads the question set, urgency rules, and example prompts for it.
- 02
Confirm the call flow
Review what Enso asks and when it escalates. Upload a work-order form and tick the fields to capture.
- 03
Add sites and on-call
Asset names, crew list, and the named person who gets the emergency call. Required before the line goes live.
- 04
Go live on your Enso number
Enso provisions the voice, SMS, and inbox. Test call, then flip it on — no porting, no DNS.
What Enso is not
- A replacement for your work-order system or CMMS.
- A live two-way named integration — hand-off is email, webhook, or CSV.
- A tech mobile app — field crews use SMS and calls in v1.
- An answering service reading a script — it runs your trade's flow and your dispatch rules.