Branding

Branding

ESC is true white-label. Your customers and your team see your brand, not ours.

What you can set

On the Brand tab:

• Logo – PNG or SVG.
• Favicon – the small icon in the browser tab.
• Primary brand colour – applied across your helpdesk.

Save, and it’s applied to your live helpdesk immediately. No redeploy, no downtime.

Where your branding appears

• Your customer support portal – what your customers see.
• Your agent workspace – what your team sees.
• Your web chat widget – though the chat header logo can be set separately if you want a different one there. See Web Chat Widget.

What we’ve already done for you

Before you ever log in, we run a full brand sweep on your helpdesk: third-party product names and infrastructure menus are removed. What’s left is a clean workspace that looks like part of your own product. You don’t need to hunt for someone else’s logo to replace – it’s already gone.

Tip: use an SVG logo if you have one. It stays crisp at any size, on any screen.

AI Support Agents

Your AI support agents are who your customers appear to be talking to. They answer web chat and email tickets automatically, drawing on your knowledge base, and hand off to your human team when they should.

Creating agents

On the Agents tab:

• Add an agent with a first and last name and a department.
• Upload an avatar photo for each agent. It’s stored with your brand assets and is shown in live chat replies.
• Edit or remove agents at any time. Changes flow to your live helpdesk automatically.

How many agents?

Your plan sets the limit: Starter 2, Growth 8, Pro 16, Enterprise unlimited.

There are no per-agent fees. Your monthly price covers your whole roster.

On upgrading: when you move to a larger plan, your agent roster automatically expands to the new tier’s limit with ready-to-use agents. You don’t have to rebuild it.

Giving them a personality

Names and departments aren’t cosmetic. They’re what your customers see in every reply, so pick names and departments that fit your brand and your team’s structure. An agent named for a real department (“Billing”, “Technical Support”) sets the right expectation for the conversation.

What your AI agents can and can’t do

They answer from your knowledge base. That’s the point – replies are grounded in your own documents and policies, not a generic model’s guesses. If the answer isn’t in your knowledge, they hand off to your human team rather than inventing one.

How confident they must be before answering is something you control. See Knowledge Base.