FAQ
Frequently asked questions about eesel AI
Getting started
How do I sign up?
Go to dashboard.eesel.ai and create an account. No credit card required — you get a 7-day free trial with full access to all features.
Can I extend my free trial?
Yes. Log in to your dashboard and click Extend Trial to get an additional 7 days. If you need more time, contact us.
How long does setup take?
Most teams get their first agent running in under 15 minutes. Training on a help center takes a few minutes, and you can start testing immediately. See our quickstart guides for step-by-step instructions.
Agents and configuration
How many agents can I create?
The number of agents depends on your plan. See Pricing for details.
Can my agent handle multiple languages?
Yes. Agents can respond in whatever language the customer writes in. For chat widgets, you can also enable auto-translation to automatically detect and respond in the visitor's language.
Can I control which tickets my agent responds to?
Yes. You can configure trigger conditions to filter tickets, or use AI Triage to categorize tickets first and have the agent respond to specific categories.
Can the agent leave a reply and an internal note at the same time?
Yes. Configure both actions and explain in your instructions when to use each one. For example, the agent can reply to the customer and leave an internal note summarizing the resolution.
Knowledge and training
How often is knowledge re-synced?
Knowledge sources are periodically re-synced to pick up changes. You can also manually trigger a re-sync at any time from the integration settings.
Can I train on past tickets?
Yes. Connect your helpdesk via OAuth, then select the Tickets knowledge source. You can filter by status and date range to focus on your best resolved tickets. This helps the agent match your team's tone and handling style.
What file formats can I upload?
You can upload PDFs (.pdf), plain text (.txt), markdown (.md), and CSV (.csv) files. Files must contain selectable text — scanned images in PDFs may not work.
How many pages can the website crawler index?
The crawler indexes up to 100 pages on the free trial and up to 500 pages on paid plans. Use path filters to focus on the most relevant sections of your site.
Actions and automation
What's the difference between a public reply and a draft reply?
A public reply is sent directly to the customer. A draft reply is created in your helpdesk for your team to review and send manually. We recommend starting with draft replies until you're confident in your agent's performance.
What is Human in the Loop (HITL)?
HITL is an approval step you can add to any action. When enabled, the agent prepares its response but waits for a human to approve before sending. See Human in the Loop for details.
Can my agent process refunds?
Yes, if you have a Shopify integration connected. We recommend enabling HITL for refund actions to ensure human review before processing.
Billing and account
What happens when my trial ends?
Your agent pauses and stops responding. Your configuration, knowledge, and settings are preserved — just pick a plan to reactivate.
Can I cancel at any time?
Yes. You can cancel your subscription at any time from your account settings. Your agent continues working until the end of the current billing period.
Do you offer annual billing?
Yes. Annual billing saves 20% — Team is $239/month and Business is $639/month when billed annually. Visit eesel.ai/pricing for the latest pricing.
Security
Is my data safe?
Yes. eesel AI is SOC 2 Type II certified and GDPR/CCPA compliant. Your data is encrypted in transit and at rest, never shared with other customers, and never used to train AI models. See Security and Privacy for full details.
Is EU data residency available?
Yes. Contact us to enable EU data residency for your workspace.
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