control
HOW IT WORKS
Your team only handles what actually needs them.
escalation
Following Your Escalation Rules and Confidence
Write escalation rules in plain English. EnsoAI checks every message against them and escalates the moment one matches. Its confidence threshold is a second layer that catches anything it cannot resolve.
Handoff
Route to the Right Person
Assign escalations by property, team role, or urgency level. The right manager is notified the moment EnsoAI steps back, with the full conversation already waiting in their queue.
Context
Full Thread on Arrival
When your team picks up, they see everything: the full guest thread, booking details, check-in date, and the exact reason EnsoAI flagged it.
HANDOFF
Your team takes over without missing a beat.
The hardest part of AI-assisted communication is the handoff. When EnsoAI escalates, it adds a note to the thread with the reason and suggested next steps. Your team replies from the same unified inbox. The guest never sees the switch.
When the conversation is resolved, EnsoAI can resume automatically on the next message - or stay in manual mode until you re-enable it.
PROCESS
From detection to resolution in one flow.
01
Message arrives, EnsoAI checks your rules
Every incoming message is evaluated against your escalation rules and EnsoAI confidence threshold.
02
Rule matched or confidence too low - thread escalated
The moment a rule fires or EnsoAI cannot resolve accurately, it stops replying and moves the thread to your escalation queue.
03
Right team member notified with context
The assigned manager receives a push notification with the full thread, booking details, and reason for escalation.
04
Human resolves from the same inbox
Your team replies from Enso. EnsoAI resumes on the next message automatically - or stays paused until you re-enable it.
58%
of guest messages are repetitive - handled by EnsoAI so your team only sees what actually needs them
12.5M
guest conversations analyzed to build EnsoAI’s confidence and escalation models
60K+
active properties running on Enso with escalation queues managed in real time
Let EnsoAI handle the volume. Your team handles what matters.
See how EnsoAI works for your portfolio and team structure.
