# Autopilot for live chat

Let an automated operator answer visitor messages using your configured instructions and functions.

*Release 3.3 · admin, operator, visitor*

**Settings › AI › Features**

## 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

1. Ask Powerfront to enable AI and bots and prepare an appropriate AI account.
2. Create the **Autopilot** feature and select **Account** and **Impersonate**.
3. Set **Instructions**, visitor filters and priority.
4. Select the **Functions** and **Skills** the agent needs.
5. Configure **Chat Control Expiry (secs)**, **Chat Control Expiry Task** and **Error Task** as described in [Autopilot handover and error handling](AI-004.md), 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

### This feature uses

- **Requires** [Operator accounts](ADM-007.md): Autopilot needs an operator selected for its identity.
- **Requires** [AI accounts and shared defaults](AIP-001.md): Autopilot runs through its configured AI account.
- **Requires** [Custom bots and FAQ bots](ENG-020.md): Saving an Autopilot feature creates or updates its linked bot.
- **Configured in** [AI feature settings and change history](AI-001.md): Autopilot is configured as a versioned AI feature.
- **Configured in** [AI instructions and templates](AI-002.md): Instructions guide the automated replies.
- **Configured in** [Autopilot handover and error handling](AI-004.md): Expiry and error tasks control recovery and handoff.
- **Works better with** [Autonomous agents for proactive chat](AI-005.md): Proactive visitor events can select Autopilot to start an engagement.
- **Works better with** [Chat Translate and language detection](AI-010.md): An enabled Chat Translate feature can prepare Autopilot transcripts for History.
- **Works better with** [AI functions and required inputs](AI-016.md): Selected functions let Autopilot perform permitted actions.
- **Works better with** [AI knowledge and web search](AI-017.md): Knowledge and search functions can supply answer information.
- **Works better with** [Reusable AI skills and instructions](AI-020.md): Assigned skills provide reusable instructions and tools.
- **Works better with** [Rich content in AI replies](AI-026.md): Rich content can present supported cards and reply options.
- **Works better with** [AI reply streaming settings](AI-037.md): Streaming can show replies as they are generated.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): AI and bots must be enabled for the website.

### Used by

- **Required by** [Autopilot handover and error handling](AI-004.md): These expiry and error options apply to conversation Autopilot.
- **Required by** [Autonomous agents for proactive chat](AI-005.md): Selected agents must be enabled Autopilot features with working linked bots and operator identities.
- **Configures** [Persistent AI memory connections](AIP-016.md): Autopilot's Memory and Scope choices select the service and identity, with Auto using visitor memory.
- **Configures** [Autopilot connections through A2A](AIP-019.md): When A2A executes Autopilot, that feature's instructions and selected functions determine the work it performs.
- **Configures** [ACP compatibility for AI agents](AIP-020.md): When ACP executes Autopilot, that feature's instructions and selected functions determine the work it performs.
- **Enhances** [Streaming AI replies for visitors](VX-030.md): Supported Autopilot replies can stream into the visitor chat pane.
- **Enhances** [Virtual Assistant tasks started by Autopilot](ENG-027.md): Chat Autopilot can request a task handoff.
- **Enhances** [AI commerce functions and access limits](COM-029.md): Visitor Autopilot can answer commerce questions through the configured function.
- **Enhances** [Autonomous AI performance reports](REP-024.md): Live conversation Autopilot supplies autonomous handling activity.
- **Enhances** [Operator accounts](ADM-007.md): 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.