# Testing & Going Live Before deploying your agent to real customers, test it thoroughly. This page covers how to test, what to check, how to go live on your helpdesk, and how to embed or share your agent on your website. ## Testing your agent ### The test chat Every agent has a built-in test chat in the right panel of your workspace. Use it to: * Ask questions your customers typically ask * Test edge cases and unusual scenarios * Verify your agent uses the right knowledge * Check that actions work correctly (tagging, assigning, etc.) ### What to test | Area | What to check | | -------------------- | -------------------------------------------------------- | | **Common questions** | Does it answer your top 10 customer questions correctly? | | **Edge cases** | What happens when it doesn't know the answer? | | **Tone and style** | Does it sound like your team? | | **Actions** | Does it tag, assign, and close tickets correctly? | | **Escalation** | Does it escalate when it should? | | **Out-of-scope** | Does it handle off-topic questions gracefully? | ### Testing checklist Before going live, make sure: * [ ] Agent answers common questions accurately * [ ] Agent admits when it doesn't know (instead of making things up) * [ ] Tone matches your team's communication style * [ ] Escalation rules work correctly * [ ] Actions execute as expected (test tagging, assigning, etc.) * [ ] Knowledge sources are synced and up to date * [ ] Instructions cover all major scenarios ## Going live on your helpdesk ### Step 1: Start with a safety net We strongly recommend starting with one or both of these safety measures: **Option A: Draft replies only** Configure your agent to use "Leave Draft Reply" instead of "Leave Public Reply." Your team reviews and sends every response. **Option B: Human in the Loop** Enable [HITL](https://docs.eesel.ai/configure-your-agent/human-in-the-loop) on your public reply action. Responses are queued for approval before sending. ### Step 2: Enable your trigger Go to **Settings > Triggers** and enable the trigger you've configured. Your agent is now live. ### Step 3: Monitor the first few days Watch your agent closely in the first few days: * Check your helpdesk for agent responses * Review accuracy and tone * Look for patterns where the agent struggles * Fine-tune [instructions](https://docs.eesel.ai/configure-your-agent/instructions) based on what you see ### Step 4: Gradually increase autonomy As you build confidence: 1. **Day 1-3:** Draft replies only — review everything 2. **Week 1:** Enable public replies with HITL — approve before sending 3. **Week 2+:** Disable HITL for well-handled question categories 4. **Ongoing:** Monitor analytics and refine ## eesel Channels Beyond your helpdesk, you can deploy your agent on your website or share it via a link. Go to **Settings > Embed & Share** to set these up. ### Chat Bubble A floating button in the corner of your website. When visitors click it, a chat window opens. **Best for:** General customer self-service on any website page. ### Inline Chat A chat interface embedded directly into a page. It appears as part of the page content, not as a popup. **Best for:** Help centers, documentation sites, and dedicated support pages. ### Public Chat A standalone chat page with a shareable link. Anyone with the link can start chatting — no embedding needed. **Best for:** Sharing in emails, social media posts, or anywhere you want to offer quick access to your agent. ### Customization options | Setting | Description | Available on | | ----------------------- | --------------------------------- | ------------------------ | | **Title** | Name shown at the top of the chat | All | | **Welcome message** | First message visitors see | All | | **Placeholder text** | Hint text in the input field | All | | **Primary color** | Your brand color | All | | **Avatar / Image** | Logo or custom image | All | | **Suggested questions** | Up to 3 starter questions | All | | **Hide branding** | Remove eesel AI branding | Chat Bubble, Public Chat | | **Auto-translation** | Respond in the visitor's language | Chat Bubble | ### Embedding on your website **Chat Bubble / Inline Chat:** Copy the provided code snippet and add it to your website before the `` tag: ```html ``` Add it to every page for site-wide chat, or specific pages for targeted support. **Public Chat:** No embedding needed — just share the URL. Common places to share: email signatures, social media bios, QR codes, support email auto-replies. ### Tips **Write good suggested questions.** Choose the 3 most common customer questions. They serve as both guidance and quick-start buttons. **Match your brand.** Set the primary color and avatar to match your website so the chat feels native. **Use a welcoming message.** Something like "Hi! How can I help you today?" is simple and effective. **Consider auto-translation.** If you serve international customers, enable auto-translation on the Chat Bubble. ## Monitoring ### Analytics Use [Analytics](https://docs.eesel.ai/admin/analytics) to track: * How many conversations your agent handles * Resolution rates * Topics and categories * Questions the agent couldn't answer ### Ongoing optimization Your agent improves over time as you: * Add more knowledge sources * Refine instructions based on real interactions * Adjust actions and escalation rules * Update your help center content (which auto-syncs) ## Pausing your agent If you need to pause your agent: 1. Go to **Settings > Triggers** 2. Disable the trigger 3. Your agent stops responding to new tickets but remains configured You can re-enable at any time without losing your setup. ## Tips **Don't skip testing.** 15 minutes of testing saves hours of cleaning up bad responses. **Start narrow, expand later.** It's better to have an agent that handles 5 categories well than 50 categories poorly. **Check the first 20 responses.** If the first 20 look good, you're on the right track. If not, go back to instructions and knowledge. **Have a rollback plan.** Know how to quickly disable triggers if something goes wrong. It takes one click.