Autopilot handover and error handling
Route an Autopilot conversation to a task or human help when the agent hands over, times out or encounters an error.
What it is
Autopilot can hand a conversation to a Virtual Assistant task or human route. Chat Control Expiry Task and Error Task provide recovery when the bot does not respond in time or encounters an unexpected error. The selected task determines what the visitor sees next.
Who uses it and why
Administrators choose the recovery routes. Bot trainers maintain the receiving tasks. Operators take over conversations that need human help, while visitors continue through the configured route.
Where to find it
Edit Autopilot under Settings › AI › Features. Intentional handoff uses a Virtual Assistant Task function under Settings › AI › Functions. Maintain the receiving task in Settings › Bots › Virtual Assistant › Tasks with the Bot Trainer role.
How it works
There are three main routes:
- An AI function starts a selected task when the agent decides that task is appropriate. Any required data fields must already be populated.
- If the visitor is waiting and the bot response wait exceeds Chat Control Expiry (secs), INSIDE starts Chat Control Expiry Task. Without a selected task, it attempts human assignment or uses the queue.
- An unexpected Autopilot error starts Error Task. Without a selected task, the conversation goes to the human queue.
In supported AI execution, a successful workflow handoff stops further generation, skips remaining function calls and discards pending AI output. A rejected handoff that does not transfer control can allow the agent to continue responding.
Configure it
Prepare the receiving tasks first. Use the Settings role with the AI permission, or the Developer role, to select expiry and error tasks on the Autopilot feature.
The ordinary Chat Control Expiry (secs) control starts at 30 seconds and offers 5 to 60 seconds. Choose a wait suitable for the work your agent performs. Ask Powerfront to review expiry alongside longer-running AI configurations.
For intentional handoff, configure a Virtual Assistant Task function, select its Task and add it to the Autopilot feature's Functions. Ensure the agent can collect any prerequisite information.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat Control Expiry (secs) | Settings › AI › Features | website | 30 seconds in the new-feature editor | Settings role, Developer role | Sets the response wait before bot control expires while the visitor is waiting. |
| Chat Control Expiry Task | Settings › AI › Features | website | Not set; use human assignment or the queue | Settings role, Developer role | Starts the selected Virtual Assistant task when bot control expires. |
| Error Task | Settings › AI › Features | website | Not set; use the human queue | Settings role, Developer role | Starts the selected Virtual Assistant task when Autopilot encounters an unexpected error. |
| Task | Settings › AI › Functions | website | Not set: choose a task for the function to invoke | Settings role, Developer role | Selects the Virtual Assistant task invoked by a Virtual Assistant Task function. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure AI features and functions when the AI Settings permission is allowed. |
| AI | Allows AI configuration under Settings Permissions. |
| Developer | Configure AI handoff functions and feature recovery options. |
| Bot Trainer | Maintain Virtual Assistant tasks used for handoff and recovery. |
Limits and good to know
- Expiry is a response wait safeguard, not a fixed limit on the whole conversation.
- A task handoff does not necessarily mean immediate human assignment. The task controls the next steps.
- Human availability and normal routing still apply. A queued conversation may need to wait.
- A missing required field prevents the task function from handing over.
- Virtual Assistant Task functions are supported for Autopilot and Voice Autopilot, not every AI feature type.
Depends on and works with
+1 more · this feature uses
- Virtual Assistant tasks started by AutopilotRelated
Intentional task handoff stops further AI output once control has transferred.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
AI configuration permissions control who can change the recovery options.
- AI feature settings and change historyConfigured by
Recovery options are saved in the Autopilot feature.
- Autopilot for live chatRequires
These expiry and error options apply to conversation Autopilot.
- AI functions and required inputsConfigured by
A Virtual Assistant Task function enables an intentional AI handoff.
- AI updates to customer and conversation dataConfigured by
Required data must be populated before a configured task function can run.
- Chat queueRelated
Recovery can send a conversation to the human queue when no task or immediate assignment is available.
- Virtual Assistant task setupConfigured by
The selected tasks define what happens after an expiry, error or intentional handoff.
- Virtual Assistant task pauses and handoverEnhances
The selected task can continue the workflow or hand over to human routing.
- Virtual Assistant tasks started by AutopilotRelated
Intentional task handoff stops further AI output once control has transferred.
Used by
- Autopilot for live chatConfigured by
Expiry and error tasks control recovery and handoff.
- Autonomous AI performance reportsEnhances
Handoffs and recovery affect escalation outcomes.
FAQ and troubleshooting
Why did the chat go to the queue?
Autopilot may have failed or expired without a selected recovery task. Check Error Task, Chat Control Expiry Task and human availability.
Why did the AI continue after trying to hand over?
The handoff may have been rejected. Check the selected task and any required data fields. Only a successful transfer stops that AI run.
Does expiry end the visitor's conversation?
It routes the conversation to the selected task or human handling. The receiving route determines any later closure.
Why did a handoff not send a final AI answer?
Successful workflow handoff suppresses pending AI output so the receiving route can continue the conversation.