Autopilot AI helps in the inbox in two ways. Any seller can press ✨ in a chat: the AI writes an answer into the seller's box, and the seller checks it and sends it. And if you switch it on, the AI answers customers who are still waiting after a few minutes, by itself.
Where to find it
- The ✨ button: in every Facebook Messenger, Instagram and WhatsApp chat in Admin › CRM › Inbox, next to the writing box. The seller who has the chat can use it, and so can people who see every chat.
- Automatic answers: Admin › CRM › Inbox › Inbox settings, box 🤖 Autopilot AI answers. People with the Inbox settings feature (the owner and the Admin) can change it.
The inbox is part of the Premium and Custom packages.
Step by step: the ✨ button
- Open a chat where the customer wrote last.
- Press ✨. The AI's answer appears in your writing box.
- Read it. Change anything you like.
- Press send. Nothing goes until you send it.
Step by step: automatic answers
- Open Inbox settings and find 🤖 Autopilot AI answers.
- In Automatic answers, choose The AI answers waiting customers by itself.
- In …after the customer waited (minutes), write how long the AI waits for a seller first. The default is 2 minutes; 0 means at once; the most is 240.
- In When, choose Any time, or Only outside office hours to let your sellers handle the day and the AI the night.
- Save.
How it works
- The AI answers from what your shop taught it in Teach your AI, your delivery charges and your latest 80 products.
- It answers only Messenger, Instagram and WhatsApp messages, not post comments, and only within 23 hours of the customer's message (Meta's time limit for free answers).
- Its messages show 🤖 Autopilot AI in the chat, so your team knows who wrote them. They are not counted as a seller's answer.
- If a seller answers first, the AI does not answer that message.
- When it is not sure, it tells the customer a person will answer and leaves the chat waiting for your sellers. See When does Autopilot AI hand a chat to a person?
- The website chat has its own AI setting in Live chat settings, so those chats are not answered twice.
Good to know
- "Only outside office hours" needs office hours. Set them in the inbox's Office hours box first; without them the shop counts as always open and the AI never answers by itself.
- Cost: every AI answer, by the button or by itself, counts under "Customer replies (live chat & inbox)" in AI Usage & bills.
- Off in Automatic answers still keeps the ✨ button for sellers.
Related
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