AI Copilot

AI sidebar that helps your agents draft better replies

AI Copilot is a Chrome extension that gives your human agents an AI-powered sidebar right inside their helpdesk. While your agents draft their own responses, Copilot searches your knowledge base and suggests answers — so they can reply faster and more accurately without leaving their workflow.

How it works

 ┌──────────────────────────────────────────────────────────┐
 │  Your helpdesk (Zendesk, Freshdesk, etc.)                │
 │                                                           │
 │  ┌─────────────────────┐   ┌──────────────────────────┐  │
 │  │                     │   │  eesel AI Copilot        │  │
 │  │  Customer ticket    │   │  (Chrome sidebar)        │  │
 │  │                     │   │                          │  │
 │  │  "I need help with  │   │  Suggested answer:       │  │
 │  │   my order..."      │   │  "Based on your return   │  │
 │  │                     │   │   policy, customers can   │  │
 │  │                     │   │   return items within..." │  │
 │  │                     │   │                          │  │
 │  │  [Your draft reply] │   │  📎 Source: Returns FAQ  │  │
 │  └─────────────────────┘   └──────────────────────────┘  │
 └──────────────────────────────────────────────────────────┘

1. Your agent opens a ticket in their helpdesk

2. The Copilot sidebar automatically reads the ticket context

3. It searches your connected knowledge base for relevant answers

4. Your agent uses the suggestion to draft their reply — editing, combining, or using it as a starting point

5. The agent sends the reply themselves

The customer only ever interacts with your human agent — Copilot works behind the scenes.

Who is it for?

• Support teams that want AI assistance without full automation

• Organizations with strict quality requirements where human review is mandatory

• Teams onboarding new agents who need help finding answers quickly

• Companies in regulated industries where every response needs a human touch

Installing the Chrome extension

1. Install the eesel AI Chrome extension from the Chrome Web Store

2. Sign in with your eesel AI account

3. Open a ticket in your helpdesk — the sidebar appears automatically

4. The extension works with Zendesk, Freshdesk, Gorgias, Jira, Front, and Gmail

Setting up your agent

For Copilot to suggest relevant answers, you need to train an agent on your knowledge:

1. Create an agent from your dashboard (Help Desk Agent or Knowledge Agent)

2. Connect your knowledge sources — Help center, past tickets, documents

3. Write instructions — Tell the agent your team's tone and style

4. Select the agent in the Chrome extension sidebar

See Training Best Practices for tips on building a strong knowledge base.

Tips for success

Train on past tickets. This is especially important for Copilot — learning from your team's actual replies helps suggestions match your tone and style.

Write detailed instructions. Tell the agent exactly how your team writes: formal vs. casual, how to structure responses, when to ask clarifying questions.

Install across your team. Every agent on your support team can install the extension and use the same trained agent — consistent suggestions for everyone.

Copilot vs. AI Agent: Which should I choose?

Factor	AI Agent	AI Copilot
How it works	Replies to tickets automatically	Suggests answers in a sidebar
Customer sees AI?	Yes (directly)	No (human always sends)
Speed	Instant replies	Depends on agent review time
Quality control	Automated + HITL optional	Human always in the loop
Best for	High volume, repetitive questions	Quality-sensitive, complex topics

Pro tip: Many teams use both — AI Agent handles straightforward tickets automatically, while human agents use Copilot for complex or sensitive cases.

Related

• AI Agent — For fully autonomous ticket handling

• Human in the Loop — Another way to add human review to AI Agent

• Writing Instructions — How to fine-tune suggestion quality