Autopilot is an AI-powered customer service capability. Once enabled, the system automatically greets visitors and responds to their inquiries based on the configured knowledge base, frequently asked questions, business documentation, and response rules. When an Autopilot visitor requests human assistance, or when the conditions for transferring to a human agent are met,The system will transfer the conversation to a human customer service representative.
Turn Autopilot On/Off
Used to control whether Autopilot participates in visitor reception.
When enabled, Autopilot will automatically respond to visitors according to the current settings; when disabled, Autopilot will no longer handle incoming chats automatically, and new conversations will need to be handled by human agents.
Visitors who received an automatic reply via Autopilot can view it here.
settings
The Settings page is used to configure Autopilot’s base persona and response style.
Avatar
Set the avatar for Autopilot. The avatar will be displayed in the customer service console’s conversation list, message avatars, and other areas, helping both agents and visitors identify that the current reply is from Autopilot.
Supports uploading JPG, JPEG, and PNG images. We recommend using clear, concise images that are consistent with your brand.
Nickname
Set the display name for Autopilot. This name will be displayed in the workspace and will also affect how Autopilot introduces itself during conversations.
For example, it can be set to:Autopilot,AI 客服,NovaDesk Assistant.
Used to inform Autopilot about the current business context, service scope, and response boundaries. Autopilot will generate responses that are more tailored to the scenario based on the business profile.
Recommended fields to complete: Company/Product Type, Main Services, Common Inquiry Topics, Issues That Cannot Be Resolved, and Situations Requiring Transfer to a Live Agent.
Reply tone
Used to standardize the stylistic expression of Autopilot.
Currently supported:
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Friendly and approachable: ideal for pre-sales consultations and general customer service.
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Professional and rigorous: ideal for B2B, technical support, finance, and compliance scenarios.
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Humorous and lively: ideal for youth-oriented brands and light‑key consulting scenarios.
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Simple and efficient: ideal for high-frequency inquiries and customer service scenarios where speed is paramount.
Default language
Autopilot will prioritize detecting the visitor’s language and, whenever possible, respond in that language. If the system cannot determine the visitor’s language, it will respond in the default language.
Supports English, Spanish, French, German, Portuguese, Russian, Simplified Chinese, Traditional Chinese, Japanese, Korean, Vietnamese, Thai, Indonesian, Malay, and more.
Deploy
The Deployment page is used to configure the behavior rules for Autopilot throughout the entire session flow.
When a visitor sends a message
Autopilot will Reply
Audience
Used to configure which users Autopilot applies to.
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All Visitors: All users who enter the session may be greeted by Autopilot.
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Visitors Only: Applies only to visitors who have not yet become customers.
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Customer-only: Applies only to users identified as customers.
Used to configure when Autopilot should intervene to provide a response.
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Always Reply: After a visitor sends a message, Autopilot will continue to engage in automated responses.
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Only when customer service is offline: Autopilot will only provide automated support when no human agents are available.
Autopilot label
Used to control whether to display in message bubbles.Autopilotlabel.
Once enabled, visitors and customer service agents can more easily identify which messages are automatically generated by AI. Suitable for scenarios where increased transparency is needed and visitor misunderstandings about human‑assisted responses must be avoided.
When Autopilot replies to visitors
Reply mode
Used to control the scope of answers generated by Autopilot.
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Strict Mode: Provides responses solely based on the knowledge base, ideal for scenarios requiring accuracy, such as policies, pricing, after-sales service, and technical specifications.
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Divergent mode: Enables Autopilot to perform moderate reasoning based on the knowledge base, making it well-suited for more open-ended scenarios such as pre-sales guidance and product introductions.
Link knowledge base
Used to provide the basis for Autopilot’s responses. The more comprehensive the knowledge base, the more accurate Autopilot’s responses will be.
When the knowledge base is empty, we recommend first adding document-based knowledge or FAQs; otherwise, Autopilot may be unable to consistently answer visitor questions.
When Autopilot fails to answer
Fallback reply
Fallback responses are used when Autopilot cannot provide an answer, the visitor sends a picture or file, the question involves sensitive information, or the current query falls outside the scope of the knowledge base.
We recommend that the copy remain polite and guide visitors to provide additional information or wait for assistance from a live agent.
Transfer to human agent
This setting determines whether Autopilot is allowed to transfer visitors to a human agent when they request live support.
After enabling, you can configure:
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Transfer announcement: “We are now transferring you to a live customer service representative.”
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Offline customer service prompt: When human agents are unavailable, inform visitors that they cannot be connected to an agent immediately at this time.
After being disabled, it can be configured:
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No transfer prompt: Inform the visitor that agent assistance is currently unavailable, and guide them to continue describing their issue or leave their contact information.
visitors inactive
Proactive follow-up
When a visitor doesn’t respond for a certain period, Autopilot can automatically send a follow-up message.
Suitable for pre-sales consulting, issue confirmation, order conversion, and other scenarios. Follow-up messages should be brief and natural, such as asking whether they still need assistance.
Close session
This setting specifies the duration after which the system will automatically close a session if the visitor remains unresponsive.
If proactive follow-up is enabled, the countdown to closure will begin after the follow-up message is sent. This feature helps reduce the accumulation of invalid sessions and keeps the customer service desktop organized.
