# Virtual Assistant tasks started by Autopilot

Let Autopilot start a configured Virtual Assistant task when a conversation needs a defined sequence of actions or questions.

*Release 3.3 · admin, developer, operator, visitor*

**Settings › AI › Functions** · **Settings › AI › Features** · **Settings › Bots › Virtual Assistant › Tasks**

## What it is

**Virtual Assistant Task** is an AI function that lets Autopilot start a configured task. It is useful when a conversation needs a defined sequence, such as collecting details or performing business actions. Once the AI hands over, the task controls that part of the journey.

## Who uses it and why

- Administrators and developers with the **Settings** or **Developer** role configure the function, its prerequisites and which AI feature can use it.
- Task authors with the **Bot Trainer** role define and publish the steps and actions.
- Operators see the task journey in the conversation and follow the task's normal handover rules.
- Visitors complete task questions in supported chat journeys. Voice calls can use action-only tasks.

## Where to find it

Open **Settings › AI › Functions** and select the **Virtual Assistant Task** function type. In its **Workflow** section, choose **Task** and any **Required data fields**.

Configure the agent under **Settings › AI › Features**. Author the task under **Settings › Bots › Virtual Assistant › Tasks** and its reusable steps under **Settings › Bots › Virtual Assistant › Steps**.

## How it works

1. Autopilot determines that an available task function is appropriate for the conversation.
2. INSIDE checks the selected **Required data fields**. Missing prerequisites return an error to the AI instead of accepting the task handoff.
3. When the function returns a task handoff, the current AI response generation stops. INSIDE discards conflicting reply text, rich content and suggested options from that response. Later functions in the same response batch are skipped.
4. The selected task runs through the applicable chat or voice path. Starting a handoff does not by itself prove the task completed successfully.

If the function rejects the request before accepting a handoff, the AI can continue its response, for example to collect missing information when appropriate.

For Voice Autopilot, the task must be enabled, have enabled steps and contain no visitor-input fields in those steps. INSIDE runs it without displaying a chat task interface. An active visitor-facing task can block the voice request. If the invoked task still waits for visitor input, INSIDE cancels it and reports failure.

Completing the voice task does not by itself end the live call. Individual task actions still have their own effects.

## Configure it

1. Create and publish the task, with enabled steps. Use an action-only task for Voice Autopilot.
2. Under **Settings › AI › Functions**, create a **Virtual Assistant Task** function and choose **Task**.
3. Select **Required data fields** if the task needs stored information before it starts. Leave the selection empty when there are no prerequisites.
4. Make the function available to the intended Autopilot feature and describe when it should be used.
5. Test a normal handoff, missing prerequisites and an unavailable task. For voice, also test an already-active task and confirm the call remains connected after completion.

The prerequisites expose whether a field is missing or populated to the AI. That status does not itself disclose the stored field value.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Task | Settings › AI › Functions | Yes | Selects the enabled Virtual Assistant task that this function should start. |
| Required data fields | Settings › AI › Functions | No | Prevents task invocation until the selected stored fields are populated. Leaving the selection empty adds no field prerequisites. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Access AI Functions and Features, subject to the operator's editing permissions. |
| Developer | Access AI Functions and Features to configure the task function and its use by AI. |
| Bot Trainer | Author and publish the Virtual Assistant task and its steps. |

## Limits and good to know

- Chat Autopilot and Voice Autopilot use different task-start behaviour. A task that works in web chat may require visitor input and therefore be unsuitable for voice.
- Voice validation rejects a missing or disabled task, no enabled steps, missing step definitions and enabled steps with input fields.
- Dynamic actions can still reach an interactive state. Voice cancels a run that remains waiting for an answer.
- Required fields must already be populated before invocation. Configuring a prerequisite does not populate it automatically.
- The function is intended for Autopilot and Voice Autopilot. Do not assume that the same built-in function starts tasks directly from Copilot.
- Normal task permissions, channel compatibility and integration configuration still apply.

## Depends on and works with

### This feature uses

- **Requires** [AI functions and required inputs](AI-016.md): The AI function catalogue exposes Virtual Assistant Task for permitted AI use.
- **Requires** [Virtual Assistant task setup](ENG-009.md): The function needs an authored task to select and start.
- **Requires** [Virtual Assistant task drafts and publishing](ENG-010.md): The selected task must have a published, enabled version before handoff can run it.
- **Requires** [Virtual Assistant task steps and branches](ENG-011.md): Normal task execution runs the selected steps and actions after handoff.
- **Configured in** [AI feature settings and change history](AI-001.md): The AI feature determines which functions the agent can use.
- **Configured in** [AI updates to customer and conversation data](AI-019.md): Required stored data fields must be populated before the task function accepts invocation.
- **Configured in** [Virtual Assistant task data fields](ENG-012.md): Field definitions supply the task's questions and stored prerequisites.
- **Works better with** [Autopilot for live chat](AI-003.md): Chat Autopilot can request a task handoff.
- **Works better with** [Voice Autopilot call handling](AI-013.md): Voice Autopilot can start action-only tasks through its separate voice handling.
- **Works better with** [Virtual Assistant task actions](ENG-016.md): Action-only tasks can perform permitted business and outbound actions during voice calls.
- **Related** [AI run limits](AI-014.md): Accepted task handoff ends the current AI response and skips later functions in the same batch.
- **Related** [AI reply streaming settings](AI-037.md): Task handoff discards conflicting buffered or streamed AI reply content.

### Used by

- **Configures** [Virtual Assistant task steps and branches](ENG-011.md): AI task functions select the task and stored prerequisites used for an AI handoff.
- **Enhances** [Voice Autopilot call handling](AI-013.md): A configured workflow task can take over from the voice agent without displaying a web form.
- **Enhances** [AI run limits](AI-014.md): A workflow handover can end AI handling of the current request.
- **Enhances** [AI functions and required inputs](AI-016.md): Workflow functions can hand supported Autopilot conversations to a task.
- **Related** [Autopilot handover and error handling](AI-004.md): Intentional task handoff stops further AI output once control has transferred.
- **Related** [AI updates to customer and conversation data](AI-019.md): Workflow handoff checks that required fields are stored before accepting control.

## FAQ and troubleshooting

**Why did the AI ask for more information instead of starting the task?**

Check **Required data fields**. Missing prerequisites prevent acceptance and allow the AI to continue the conversation.

**Why did the AI stop replying when a task started?**

The task handoff ends that AI response. The task supplies the next questions or actions.

**Why does the task work in chat but fail on a call?**

Voice Autopilot supports action-only tasks. Remove visitor-input fields from the voice task and check for dynamic paths that still wait for answers.

**Why did another function in the same AI response not run?**

Accepted task handoff skips later functions in that response batch. Put essential operations in the task's defined actions where appropriate.

**Why was a voice task blocked?**

Check the task's enabled state and steps, its prerequisites and whether another visitor-facing task is already active for the visitor.