Autonomous agents for proactive chat
Select Autopilot agents for proactive visitor engagement, including when their operator identities are not signed in.
What it is
Autonomous agents lets a proactive visitor event choose an Autopilot to engage the visitor. The operator identity used by that Autopilot does not need to be signed in. You can use agents as a fallback after human selection or restrict the event to agents only.
Who uses it and why
Administrators choose which agents can start an engagement and which visitors they target. Visitors receive the proactive greeting and can continue with the selected Autopilot.
Where to find it
Open Settings › Events › Visitor Events and edit a proactive chat event. Use Autonomous agents and Autonomous agents only. The Settings and Manager roles provide visitor-event access, subject to editing restrictions.
Configure the agents under Settings › AI › Features with the Settings role and AI permission, or the Developer role.
How it works
With Autonomous agents only off, the event first tries normal human operator selection. If it finds no suitable human, it tries the selected autonomous agents. With the option on, it skips human selection.
An agent must be an active, enabled Autopilot whose visitor filters match. Its linked bot must be enabled and match the current feature and Impersonate selection. AI and bots must both be enabled for the website.
Among eligible candidates, higher Priority wins. Equal priorities use a consistent order based on the saved feature identities, rather than the order in which you selected them.
A delayed engagement rechecks eligibility before delivery. It keeps its earlier preferred agent if that agent remains eligible, using the current version. If that agent is no longer eligible, it tries the other selected candidates.
Configure it
- Configure and enable the required Autopilot features, including Impersonate, instructions and visitor filters.
- Open the proactive visitor event and select one or more Autonomous agents.
- Turn on Autonomous agents only if this event should skip human selection.
- Review the event's visitor conditions and proactive timing, then save.
Use distinct feature priorities when one agent should clearly take precedence. Ask Powerfront to enable AI or bots if either is unavailable.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Autonomous agents | Settings › Events › Visitor Events | website | Not set: no autonomous agents selected | Settings role, Manager role | Selects the Autopilot features available for the proactive engagement. |
| Autonomous agents only | Settings › Events › Visitor Events | website | Off | Settings role, Manager role | Skips human operator selection and uses only a selected eligible autonomous agent. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage visitor events and, with the AI permission, their Autopilot features. |
| Manager | Manage visitor events, subject to configured editing restrictions. |
| AI | Allows AI feature configuration under Settings Permissions. |
| Developer | Configure the Autopilot features selected by an event. |
Limits and good to know
- Autonomous agents only requires at least one selected agent.
- An agent does not need a signed-in identity, but it still needs a valid operator identity and linked bot.
- If no human or selected agent is eligible, the event does not send that proactive engagement.
- Proactive event conditions, timing and control groups still apply.
- A pending engagement may use a newer saved version of its selected feature.
Depends on and works with
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Both AI and bots must be enabled for the website.
- AI feature settings and change historyConfigured by
Feature enablement, visitor filters and priority affect agent selection.
- Autopilot for live chatRequires
Selected agents must be enabled Autopilot features with working linked bots and operator identities.
- Visitor event rules and actionsConfigured by
Visitor events define when proactive engagement is attempted.
- Visitor event targeting conditionsConfigured by
Event and AI feature conditions both restrict eligible visitors.
- Proactive chat invitationsRequires
Autonomous selection is part of proactive chat invitations.
- Proactive chat control group settingsConfigured by
Proactive control-group checks can prevent the engagement.
- Custom bots and FAQ botsRequires
The linked bot must be enabled and match the current Autopilot configuration.
Used by
- Proactive chat invitationsEnhances
Selected autonomous agents can handle proactive invitations.
- Autopilot for live chatEnhances
Proactive visitor events can select Autopilot to start an engagement.
FAQ and troubleshooting
Must I sign in as the Autopilot operator?
No. Autonomous selection can use the configured operator identity without it signing in.
Why did a human send the invitation?
With Autonomous agents only off, normal human selection takes precedence. Turn it on for an agent-only event.
Why did no invitation appear?
Check event conditions and timing, control groups, agent filters, feature and bot enablement, and the Impersonate selection.
Why did a different agent handle a delayed invitation?
The previously selected agent may no longer be eligible. INSIDE rechecks the pending engagement and can choose another selected agent.