Testing & Going Live

Test your agent and go live with confidence

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 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 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 </body> tag:

<!-- Add before </body> on pages where you want the chat -->
<script src="your-embed-code-here"></script>

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 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.