Autopilot for live chat
Let an automated operator answer visitor messages using your configured instructions and functions.
What it is
Autopilot answers visitor messages directly as an automated operator. Its instructions define how to respond, while selected functions can retrieve information or perform actions. It uses the operator identity selected in Impersonate.
Who uses it and why
Administrators configure the agent and its routes to human help. Visitors receive answers in the conversation. Operators continue conversations handed over by Autopilot.
Where to find it
Open Settings › AI › Features, choose New, then Autopilot. Configuration requires the Settings role with the AI permission, or the Developer role.
How it works
Saving the feature creates or updates its linked bot. Your configured routing gives that bot the conversation. Visitor messages then trigger Autopilot to use the conversation context, instructions and available functions to prepare a reply.
Replies appear in the visitor conversation. When Show AI Thinking State is on, visitors can see short activity labels while the agent works. Internal thoughts are not displayed as visitor activity labels.
Supported configurations can return rich content or stream a reply as it is generated. Functions may retrieve knowledge, look up products or start a Virtual Assistant task. A handoff moves the conversation into its configured next route.
Configure it
- Ask Powerfront to enable AI and bots and prepare an appropriate AI account.
- Create the Autopilot feature and select Account and Impersonate.
- Set Instructions, visitor filters and priority.
- Select the Functions and Skills the agent needs.
- Configure Chat Control Expiry (secs), Chat Control Expiry Task and Error Task as described in Autopilot handover and error handling, then save.
To translate saved transcripts for review, turn on Translate transcripts to Autopilot language and select an enabled Translate Feature for Autopilot transcript language. This prepares History translations in the impersonated operator's primary language.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Instructions | Settings › AI › Features | website | Not set: service guidance applies unless another instruction source is configured | Settings role, Developer role | Supplies the Autopilot's response guidance. |
| Impersonate | Settings › AI › Features | website | Not set: an operator must be selected before saving | Settings role, Developer role | Selects the operator identity used by the Autopilot bot; a selection is required. |
| Show AI Thinking State | Settings › AI › Features | website | On | Settings role, Developer role | Shows short transient activity labels to visitors while Autopilot works. |
| Validate URL(s) | Settings › AI › Features | website | Off | Settings role, Developer role | Enables URL validation for Autopilot responses. |
| Translate transcripts to Autopilot language | Settings › AI › Features | website | Off | Settings role, Developer role | Stores visitor and bot message translations in the impersonated operator's primary language for History. |
| Translate Feature for Autopilot transcript language | Settings › AI › Features | website | Not set: choose a translation feature when enabling transcript translation | Settings role, Developer role | Chooses the enabled Chat Translate feature used when Autopilot transcript translation is on. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure Autopilot when the AI Settings permission is allowed. |
| AI | Allows AI configuration under Settings Permissions. |
| Developer | Configure Autopilot. |
Limits and good to know
- An enabled feature still needs a working account, linked bot and suitable routing.
- Operator and system messages do not trigger ordinary Autopilot replies.
- Writing an instruction to perform an action does not supply the function needed to perform it.
- Website customisations can change message handling. Ask Powerfront to review them if behaviour differs from the saved feature.
- Email and voice use their own Autopilot feature types.
Depends on and works with
+6 more · this feature uses
- AI knowledge and web searchEnhances
Knowledge and search functions can supply answer information.
- Reusable AI skills and instructionsEnhances
Assigned skills provide reusable instructions and tools.
- Rich content in AI repliesEnhances
Rich content can present supported cards and reply options.
- AI reply streaming settingsEnhances
Streaming can show replies as they are generated.
- AI accounts and shared defaultsRequires
Autopilot runs through its configured AI account.
- Custom bots and FAQ botsRequires
Saving an Autopilot feature creates or updates its linked bot.
+2 more · used by
- Autonomous AI performance reportsEnhances
Live conversation Autopilot supplies autonomous handling activity.
- Operator accountsEnhances
Using an operator as an Autopilot identity prevents deletion while the AI feature still references that account.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
AI and bots must be enabled for the website.
- Operator accountsRequires
Autopilot needs an operator selected for its identity.
- AI feature settings and change historyConfigured by
Autopilot is configured as a versioned AI feature.
- AI instructions and templatesConfigured by
Instructions guide the automated replies.
- Autopilot handover and error handlingConfigured by
Expiry and error tasks control recovery and handoff.
- Autonomous agents for proactive chatEnhances
Proactive visitor events can select Autopilot to start an engagement.
- Chat Translate and language detectionEnhances
An enabled Chat Translate feature can prepare Autopilot transcripts for History.
- AI functions and required inputsEnhances
Selected functions let Autopilot perform permitted actions.
- AI knowledge and web searchEnhances
Knowledge and search functions can supply answer information.
- Reusable AI skills and instructionsEnhances
Assigned skills provide reusable instructions and tools.
- Rich content in AI repliesEnhances
Rich content can present supported cards and reply options.
- AI reply streaming settingsEnhances
Streaming can show replies as they are generated.
- AI accounts and shared defaultsRequires
Autopilot runs through its configured AI account.
- Custom bots and FAQ botsRequires
Saving an Autopilot feature creates or updates its linked bot.
Used by
- Streaming AI replies for visitorsEnhances
Supported Autopilot replies can stream into the visitor chat pane.
- Virtual Assistant tasks started by AutopilotEnhances
Chat Autopilot can request a task handoff.
- Autopilot handover and error handlingRequires
These expiry and error options apply to conversation Autopilot.
- Autonomous agents for proactive chatRequires
Selected agents must be enabled Autopilot features with working linked bots and operator identities.
- Persistent AI memory connectionsConfigured by
Autopilot's Memory and Scope choices select the service and identity, with Auto using visitor memory.
- Autopilot connections through A2AConfigured by
When A2A executes Autopilot, that feature's instructions and selected functions determine the work it performs.
- ACP compatibility for AI agentsConfigured by
When ACP executes Autopilot, that feature's instructions and selected functions determine the work it performs.
- AI commerce functions and access limitsEnhances
Visitor Autopilot can answer commerce questions through the configured function.
- Autonomous AI performance reportsEnhances
Live conversation Autopilot supplies autonomous handling activity.
- Operator accountsEnhances
Using an operator as an Autopilot identity prevents deletion while the AI feature still references that account.
FAQ and troubleshooting
Why does Autopilot own the chat but not answer?
Check that the feature and bot are enabled, the AI account is available and the conversation reached the intended agent. Ask Powerfront to investigate custom message handling if these checks pass.
Why can the agent not find our information?
Check its Functions, knowledge sources and Instructions. The agent needs an available information source for that task.
Can an operator review every reply before it goes out?
Autopilot sends its replies directly. Use Copilot for suggestions that an operator reviews before sending.
Why can I not enable transcript translation?
Select an enabled Chat Translate feature in Translate Feature for Autopilot transcript language. The selected feature must belong to the same website.