Email Autopilot for tickets
Let AI reply to eligible email tickets, update their details or transfer them to your team.
What it is
Email Autopilot handles eligible customer email tickets using your instructions. It can send a reply, update the ticket or pass it to your team. Customers receive an email reply through your normal ticket service when the selected action includes one.
Who uses it and why
Users with the Settings or Developer role configure the AI feature. Users with the Settings or Manager role define the events that start automatic handling. Operators receive escalated tickets and continue the conversation. Customers can receive answers without waiting for an operator.
Where to find it
Configure Email Autopilot under Settings › AI › Features. Use the Settings role with AI allowed under Settings Permissions, or the Developer role.
Set the triggering rule under Settings › Events › Email Events, available to Settings and Manager roles subject to event permissions. Powerfront manages email account setup under Settings › Email › Email Accounts.
How it works
- A matching email event invokes the selected feature for a customer message on an email ticket.
- INSIDE checks feature and account eligibility and suppresses recent duplicate triggers.
- The AI receives the ticket subject, recent messages, triggering message, available teams, queues and tags, and your instructions.
- If you assigned additional functions, the AI can call them and use their results before choosing ticket actions. This process allows up to five decision turns.
- INSIDE executes the selected ticket actions and records whether handling resolved the ticket autonomously, left it pending or escalated it.
Available ticket actions include replying, changing priority or status, transferring to an operator, team or queue, adding or removing tags, setting a disposition, marking spam and blacklisting the sender.
When the AI selects a transfer alongside a reply, INSIDE suppresses the reply so the receiving team can respond. A ticket already queued for humans is not reassigned to the AI's reply identity.
Configure it
Ask Powerfront to prepare email tickets and the AI account. Create an Email Autopilot feature, choose Account, set Instructions, and select Impersonate where replies need an operator identity. Set the Confidence Threshold to guide autonomous resolution decisions.
Select any additional Functions. Workflow tasks are excluded from this email path. Then, with the Settings or Manager role and the required event permissions, add an Email Autopilot action to the relevant Email Events rule and choose Select AI Feature. Enable the feature and event.
Describe when the AI should reply and when it should escalate. The confidence setting guides the decision; it is not a guarantee that every reply passes an independently enforced score check.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Instructions | Settings › AI › Features | website | Not set: uses 'You are an email ticket autopilot assistant.' | Settings role, Developer role | Guides replies, ticket changes and escalation decisions. |
| Impersonate | Settings › AI › Features | website | Not set: uses the ticket's assigned operator, or AI Autopilot if unassigned | Settings role, Developer role | Selects the operator identity used for AI replies and eligible pending follow-up assignment. |
| Confidence Threshold | Settings › AI › Features | website | 90 | Settings role, Developer role | Supplies the AI with the confidence target for autonomous resolution decisions. |
| Validate URL(s) | Settings › AI › Features | website | Off | Settings role, Developer role | Stores the feature's URL-validation preference. |
| Functions | Settings › AI › Features | website | Not set: no additional functions | Settings role, Developer role | Adds enabled configured functions for gathering information or performing actions before ticket decisions. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Select AI Feature | Settings › Events › Email Events | Yes | Chooses the Email Autopilot feature for an Email Autopilot event action. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure AI features when AI is allowed under Settings Permissions, and manage Email Events. |
| AI | Allows AI configuration within Settings Permissions. |
| Developer | Configure Email Autopilot features and functions. |
| Manager | Access Email Events subject to the role's event permissions. |
Limits and good to know
- Non-customer trigger messages are ignored. Recent duplicate replies are also suppressed.
- Selecting Functions does not make this the same process as live chat Autopilot.
- Ticket updates can occur without sending an email reply.
- Rules can associate pending and resolved statuses with tags. The default labels are AI Pending and AI Resolved.
- A customisation arranged with Powerfront can replace the standard processing.
Depends on and works with
+6 more · this feature uses
- Incoming email and ticket repliesRequires
Incoming email must form an email ticket.
- Email ticket handling and statusesRequires
Email Autopilot acts on an existing ticket and its status and assignment.
- Email replies and support conversationsConfigured by
Email reply settings control the normal sending path used for Autopilot replies.
- Email sender blocking and exceptionsConfigured by
Email address lists and content restrictions can prevent an Autopilot reply from being sent.
- Email event rules and actionsConfigured by
Email Events invoke the selected Email Autopilot feature.
- Custom scripts managed by PowerfrontEnhances
A Powerfront-arranged customisation can replace the standard decision processing.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable AI and email tickets for the website.
- Roles and permissionsConfigured by
Role permissions control AI configuration and event access.
- AI feature settings and change historyConfigured by
The feature selects the account, enablement and instructions.
- AI instructions and templatesConfigured by
Prompt configuration supplies the decision instructions.
- AI functions and required inputsEnhances
Assigned functions can provide results before the final ticket action.
- AI accounts and shared defaultsRequires
Email decisions need a configured AI account.
- DispositionsConfigured by
The disposition catalogue defines which classifications Email Autopilot can apply.
- Email account and mailbox setupRequires
An email account receives customer messages and sends replies.
- Incoming email and ticket repliesRequires
Incoming email must form an email ticket.
- Email ticket handling and statusesRequires
Email Autopilot acts on an existing ticket and its status and assignment.
- Email replies and support conversationsConfigured by
Email reply settings control the normal sending path used for Autopilot replies.
- Email sender blocking and exceptionsConfigured by
Email address lists and content restrictions can prevent an Autopilot reply from being sent.
- Email event rules and actionsConfigured by
Email Events invoke the selected Email Autopilot feature.
- Custom scripts managed by PowerfrontEnhances
A Powerfront-arranged customisation can replace the standard decision processing.
Used by
- Email event rules and actionsConfigured by
The selected Email Autopilot feature defines the AI handling requested by the rule.
- Ticket sources and email event automationConfigured by
The selected Email Autopilot feature determines how the AI handles eligible tickets.
- Autonomous AI performance reportsEnhances
Email Autopilot has a separate channel performance view.
FAQ and troubleshooting
Why is my enabled feature doing nothing?
Check the Email Events rule, its selected feature and the triggering message. The feature needs a usable account, an email ticket and a customer message.
Why was the ticket transferred without an AI reply?
Transfer takes precedence over a simultaneous reply. Your receiving team is expected to answer the customer.
Does a Confidence Threshold of 90 guarantee every reply scored at least 90?
No. The value guides the AI's decision. Write explicit escalation instructions and review actual ticket outcomes.
Why can I not use a Workflow function?
Email Autopilot excludes workflow functions. Use its ticket actions and supported assigned functions for email handling.