Key Concepts

Understand the building blocks of eesel AI

This page explains the core ideas behind eesel AI. Understanding these concepts will help you get the most out of the platform.

Agents

An agent is your AI teammate. You create an agent, train it on your knowledge, and deploy it to handle specific tasks — like answering support tickets or chatting with website visitors.

You can create multiple agents for different roles:

┌─────────────────────────────────────────────────────┐
│                  Your eesel AI Workspace             │
│                                                      │
│   ┌─────────────┐  ┌─────────────┐  ┌────────────┐ │
│   │  Support     │  │  Sales       │  │  Internal  │ │
│   │  Agent       │  │  Chatbot     │  │  Wiki      │ │
│   │             │  │             │  │            │ │
│   │  Zendesk    │  │  Website    │  │  Slack     │ │
│   │  tickets    │  │  chat       │  │  Q&A       │ │
│   └─────────────┘  └─────────────┘  └────────────┘ │
└─────────────────────────────────────────────────────┘

Each agent has its own:

• Instructions — How it should behave, what tone to use, what to do in specific situations

• Knowledge — What it knows (your docs, help center, past tickets)

• Triggers — When it activates

• Actions — What it can do (reply, tag, assign, etc.)

• Channels — Where it's deployed (helpdesk, chat widget, Slack)

Learn more: Creating Agents

Knowledge Sources

Knowledge sources are what your agent learns from. The more relevant knowledge you provide, the better your agent performs.

  Knowledge Sources                        Your Agent
 ┌──────────────────┐                  ┌──────────────┐
 │  Help center     │──────┐           │              │
 │  Past tickets    │──────┤           │  Trained on  │
 │  Confluence wiki │──────┼──────────▶│  everything  │
 │  Google Drive    │──────┤           │  you give it │
 │  PDFs & docs     │──────┤           │              │
 │  Your website    │──────┘           └──────────────┘

Types of knowledge sources:

Type	Examples	Best for
Help center	Zendesk, Freshdesk, Intercom articles	Customer-facing answers
Past tickets	Resolved conversations from your helpdesk	Learning your team's voice
Documents	Google Drive, Notion, Confluence, PDFs	Internal policies, processes
Website	Any public website	Product info, pricing, FAQs
Macros	Canned responses from your helpdesk	Consistent, pre-approved answers

Knowledge stays up to date — eesel AI automatically re-syncs sources to pick up changes.

Learn more: Training Best Practices

Triggers

A trigger tells your agent when to activate. Without a trigger, your agent waits in the test chat — it won't respond to real tickets or messages on its own.

Common triggers:

Trigger	What it does	Example
Any customer message	Activates on every incoming ticket or message	Full automation
First customer message	Activates only on the first message in a new conversation	Triage and routing
Agent requests help	Activates when a human agent @mentions eesel in an internal note	On-demand AI assist
Scheduled	Runs on a recurring schedule	Periodic reports or checks

You can have multiple triggers on the same agent. For example, you might want your agent to automatically handle new tickets and respond when your team asks for help.

Learn more: Triggers

Actions

Actions are what your agent can do — beyond just generating an answer. Think of them as the tools your agent has at its disposal.

Common actions:

Action	What it does
Leave public reply	Send a response the customer sees
Leave draft reply	Write a draft for your team to review
Leave internal note	Add a note only your team sees
Tag ticket	Add tags for categorization
Assign ticket	Route to a specific team member or group
Close ticket	Mark a ticket as resolved
Create ticket	Open a new ticket
Search tickets	Look up related conversations

Each action can have Human in the Loop turned on, so you can require approval before it executes.

Learn more: Actions

Human in the Loop

Human in the Loop (HITL) is an approval step you can add to any action. When enabled, your agent prepares its response or action but waits for a human to approve it before executing.

  Without HITL                          With HITL
 ┌──────────┐   ┌──────────┐          ┌──────────┐   ┌──────────┐   ┌──────────┐
 │ Customer  │──▶│  Agent   │          │ Customer  │──▶│  Agent   │──▶│ Human    │
 │ asks      │   │ replies  │          │ asks      │   │ drafts   │   │ approves │
 │ question  │   │ directly │          │ question  │   │ reply    │   │ & sends  │
 └──────────┘   └──────────┘          └──────────┘   └──────────┘   └──────────┘

This is especially useful when you're first getting started — let the agent draft replies and review them before going fully autonomous.

Learn more: Human in the Loop

Channels

Channels are where your agent is deployed — how customers or team members interact with it.

Channel	Description	Example use
Helpdesk	Agent works inside your helpdesk tool	Zendesk, Freshdesk, Intercom tickets
Chat Bubble	Floating chat button on your website	Customer self-service
Inline Chat	Chat embedded directly in a page	Help center, docs site
Public Chat	Shareable chat link	Email signatures, social media
Slack	Agent in your Slack workspace	Internal team Q&A

You can deploy the same agent to multiple channels — it uses the same knowledge and instructions everywhere.

Learn more: eesel Channels

Instructions

Instructions are how you tell your agent what to do. Think of them as the onboarding document you'd give a new team member — they define your agent's personality, rules, and behavior.

Good instructions include:

• Who the agent is — "You are a friendly support agent for Acme Corp"

• How to respond — "Keep answers concise. Use bullet points for steps."

• What to do in specific situations — "If the customer asks about billing, check their order status first"

• When to escalate — "If you can't answer confidently, assign to the Support team"

Learn more: Writing Instructions

Integrations

Integrations connect eesel AI to the tools you already use. There are four types:

Type	What they do	Examples
Helpdesks	Where your agent handles tickets	Zendesk, Freshdesk, Intercom, Gorgias, Jira
Knowledge	What your agent learns from	Google Drive, Notion, Confluence, websites
Communication	Where your agent sends messages	Slack, Gmail
E-commerce	Product and order data your agent can look up	Shopify

Learn how to connect your tools: Connect Your Tools