FAQ
Here are some answers to some common eesel AI questions. Not finding your question here? Reach out via the in-app support channel to ask us directly.
I hit my interaction usage limit. What do I do?
If you've hit your interaction usage limit, please review your average usage for the month across all of your bots and reach out to support to let them know what kind of usage you will need moving forward.
We'll be able to provide you with a quote and apply the usage changes to your account from there.
If you've hit your interaction usage limit on a trial account, there is no way to extend this usage limit. You should still have some leeway to continue interacting with the bot for a short period of time until it is hard limited. You'll need to subscribe to one of our paid plans to continue using the bots after this hard limit is reached.
What exactly counts as an interaction?
Interactions are AI responses from the bot/each time the bot processes a query. Each time the AI responds to a user query, it counts as one interaction, regardless of how many actions (such as tagging a ticket, escalating, or routing) are performed within that response. One ticket can have multiple interactions if the AI responds multiple times. If the AI replies several times in one ticket, each reply is counted as one interaction.
How do I change the name of the Default Bot or another Bot?
The Administrator of the account will need to be the one who changes the name for Bots. With the administrator role, you can then:
Head to Settings > Bots
Click on the Bot you want to rename
Type out the new name of the bot in the name field
You're all set!
Can we get an extension on trial? How long will the trial last?
When you're successfully signed up for the eesel dashboard, you will get 7 days of trial as a business plan so you can explore the eesel product. After that time, the trial will automatically pause if you want to extend it further you can login again to your account and click "extend trial" and you will receive a further 7 days.
Note: You can't extend the trial after 14 days.
Why did the crawl get stuck?
Crawling issues usually come down to one of these reasons:
The URL is private, so our crawler can’t access it.
The link contains a large number of pages or heavy content, which can take longer to crawl. You can either wait for it to finish or try re-adding the links by refreshing the page.
The sitemap hasn’t been picked up properly.
The URL is for a help center or other platform and should be used by our help center crawler instead (see: integrations)
If you are facing these issues, you can try a few ways by using our Browser extension to add specific pages by open the AI Copilot sidebar when you open the specific page and click "add page" (This way will work for private/authenticated sites as well). Re-add the sitemap directly to the crawler.
How do I correct the bot's responses?
To provide specific instructions to correct your AI bot's responses, you can use our edit button. To do so:
Ask the AI a question in the "chat" tab of the dashboard.
Click the "edit" button at the bottom of the response you'd like to correct.
This will open up a new chat interface where you can have a conversation with the bot about what to change in its response.
You should explain to the bot what parts were bad, and what it should have said instead.
The bot will revise its response, and confirm whether you are happy with it.
Make sure you confirm you'd like that to be the updated way it response to similar queries.
The bot will update its Articles to incorporate this new training, and future responses will use this knowledge.
What are Articles? How do I use them?
Articles are a quick, simple way of adding straightforward knowledge to your bot. They will be used as a source of information to answer questions. You can draft articles, edit them, and set them live to be used to answer queries.
Articles are also what is generated when you have used the past ticket training feature, and the corrections feature when you edit the AI's response.
How to create, edit, and use Articles
To create an Article, simply head to the Article tab and click "New Article".
Ensure it contains a straight forward and clear title
Write out any content that you'd like the bot to know in plain text
Click "Add article" to create the Draft.
Select any articles you want to go live with, and hit "Set status to live" to enable the bot to use the Articles in its responses.
At any point in time you can had back to the Articles tab, set the Articles back to draft or edit them live to ensure the bot has the most up to date information.
How do I train on past tickets/issues?
What is past ticket training?
Training your AI bot with past tickets allows eesel to pull selected tickets from your helpdesk and convert them into help articles. You can specify which tickets using a query for ticket parameters like a date range, closed, which agent handled them, specific tags, and more.
The AI processes the selected tickets, and then articles are created based on them. These articles are then used to improve your bot's accuracy and provide more relevant, context-aware responses. The past ticket training will not include any attachments or internal notes by default.
The articles will not be adding live instantly, nor are they added to your public help center. The articles will only appear inside the eesel dashboard for the bot to use. You can find them on the "Articles" tab on the left sidebar.
Once the ticket training is completed, you can:
Review the articles that were generated
Edit or remove any that don't suit what you want the bot to know
Set them live for the bot to use for its responses
Who can use past ticket training?
Past ticket training is available for certain helpdesks users, who are also:
Trial users (with limited usage, and only for some helpdesks)
Business Plan customers
Custom Plan customers
The following helpdesks have trial versions available for testing:
Zendesk
Gorgias
Freshdesk
Jira
For other helpdesk inquiries, we may be able to conduct past ticket training upon request. Please reach out to [email protected] with the helpdesk you'd like to run the past ticket training for and we can review your request.
How do I use past ticket training?
In order to complete past ticket training you must have the following:
Your helpdesk domain added to the bot you want to train
A query or set of parameters you want to use as a filter for the tickets
A trial account or paid account with eesel AI
Once you've completed the above, you can then head to the Integrations on the sidebar, select your helpdesk and select "sources" or "tickets".
From there, simply:
Input the query of your choice
Preview the tickets to ensure you are capturing the ones you'd like to process
Select process, and wait for the training to be completed (Usually 10-20 minutes, depending on the volume)
Once completed, review the "Articles" tab and review all the newly drafted articles.
Edit, remove or set live each article that you'd like.
Test your bot!
When you use our past ticket training feature, the output from this training is in the form of Articles.
Once you've finished running the past ticket training, you will see a set of Articles with the AI symbol to demonstrate that they've been generated by AI.
It's best practice to quickly review the generated Articles before going live with them, so you can edit or delete any that may not contain knowledge you want the bot to know.
How do I get in touch with support?
If you've reviewed our help center and are still unable to find an answer to your question, then please reach out. To get in touch with support, please:
Head to your dashboard
Click Help and Support in the bottom left.
Click "Chat with us".
What are the eesel support hours?
The eesel AI team usually operates between 9AM-5PM AEST as we're primarily based in Australia.
However, some of our team will be online after 5PM on some days to help accommodate other time zones.
We'll do our best to ensure we get to your questions as soon as we can! We aim to get back to you within 24 hours.
What kind of support will I get for configuring our setup?
Each customer of ours will be able to get setup support for default integrations without extra cost. However, for more complex prompt engineering and actions, we do have limited availability.
We can offer an Engineering Consultation Add-On for prompt engineering support and complex configuration. For more details about this, check out our pricing page or pricing help page.
I want to delete my account and/or data.
You can delete your account by heading to your settings (top left bot dropdown menu) > Settings > General and click “Delete workspace”. Please note: you cannot undo this action.
If you just want your data removed, you can remove specific links using the integration menu on the left hand side - or if you head to the "overview" page for integrations, you can uninstall specific integrations there also
If you’re looking for custom data retention options, this is a custom item. Let me know what kind of custom data retention you’re looking for and we can explore a custom add-on once on a paid plan.
I want to have a call/meeting with your team for a demo or to discuss other things.
You can find our demo meeting times here: https://calendly.com/eesel/30. If those times aren't suitable for your timezone, can you please provide the timezone you’re operating in and what range of times and dates you are available? We’ll aim to find a timeslot that works. Please make sure you provide details about what you’re looking to discuss and what platforms you’re using.
If you're looking to call one of our team members about a bug, feature request, or issue with your setup, our engineers have limited availability but we would love to get your questions or issues sorted ASAP. The fastest way to get a response is via the in-app chat, with a detailed description of what you're looking for. This will help us determine the best person to connect you with.
For context, most of our team operates around AEST, though we have a 8AM-11PM range of times available in our time to help accommodate other time zones.
Can I train the AI over more than 100 web pages or product pages in the trial?
Unfortunately, there is a crawl limitation on the trial (though the crawler by default does have a rather large 'leeway' range for larger sites). Once on a paid plan, we can crawl your entire website to ensure that bot has all the knowledge contained there.
Can I sync my knowledge bases/website/help center?
Syncing is available upon request as part of a paid plan. You won’t be able to enable live syncing on a trial account. You can 'recrawl' your site manually using the website crawler as needed on the trial, then once on a paid plan please share how frequently you'd like it to be crawled and what bots and URLs you would like to apply this sync for.
Can you exclude PII when training on past tickets?
It's possible for us to exclude PII when training on past tickets, upon request and only on a paid plan. Trial users who use the past ticket training tool will not be able to alter this. We recommend that in order to train the AI on past tickets accurately, it needs to be able to see the human agent replies, the original customer query and any relevant fields that directed the response, and how the ticket was resolved.
Can I extend my trial?
Trial accounts have 1 week of trial time by default. If you need more time to test specific features, or other extenuating circumstances have prevented you from testing during that week, please reach out to the team to ask for an extension via the in-app messaging system or by emailing [email protected]. If your trial has already expired, you can also request a trial extension upon sign in and reach out to let us know what you'd like to continue testing.
How to change the avatar/logo/image of the chat bubble?
You can search for your company’s logo or picture on the internet, or upload an image to Imgur. Right click and select "copy image address".
After you have the link, paste it into the Avatar link field in your chat bubble config page. Feel free to reach out to [email protected] if you can't get this avatar working.
How do I get the bot to read internal notes and use all data from a ticket?
You can use the "Read Context" tool/action to pull full information from ticket fields in order to use that as part of the response. See info about how to use this action here.
What is this?
This tool allows your bot to access context information that was passed from the triggering system (like a helpdesk webhook). It provides access to metadata and additional information about the current conversation or ticket.
Common use cases:
full_ticket - Access complete ticket information including all comments with public/internal labels
ticket_id - Get the current ticket ID
current_user_email - Access the email of the ticket requester
Why use this?
Access rich context that may not be available in the conversation history
Distinguish between public customer comments and internal staff notes
Get structured data about the ticket for more informed responses
Are there user based permissions or access levels? How do I change the admin of an account?
Right now, the admin of an account is only differentiated from a regular member of an account by their ability to delete the workspace or rename bots.
The majority of features in the eesel dash are available for all members to use as well.
We can offer user access controls, on request, as a custom item on a paid plan. Please send through the details of what sort of UAC you'd prefer to [email protected], once you've subscribed.
How many users can I invite/add on each plan?
There are no limitations to the number of users or seats you can have. However, as all users can edit and customize bot prompts and knowledge, we generally recommend limiting it to those required for backend processes. Your agents will be able to test and review responses via the integrations you add the bots to.
Is there a limit to the training or integrations added to a bot?
There are some limitations for trial accounts in terms of training volume for default integrations, but all default integrations have no strict limits on a paid account. For custom integrations, we will provide a quote based on volume.
Last updated