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Conversation AI

How to choose between Suggestive and Auto-Pilot mode for the AI

In AI Agents › Conversation AI, open the agent and change its status. Suggestive shows the AI's reply for your team to review and send; Auto-Pilot replies on its own; Off doesn't reply.

Updated on

Before you start

  • You need an agent created in AI Agents › Conversation AI.
  • The agent must be assigned to at least one channel to reply.
  • You need permission to edit AI agents.
Where to find it

AI Agents › Conversation AI › (your agent) › Status

Step by step

Understand the three modes

  1. Off: the agent doesn't reply or suggest anything. This is the status a new agent starts with.
  2. Suggestive: when a message comes in, the AI drafts a reply in the message box in Conversations. Someone on your team reads it, edits it if needed and sends it.
  3. Auto-Pilot: the AI replies to the customer on its own, based on what you taught it, and guides the conversation toward the goal (for example, booking an appointment).

Change the mode

  1. Open AI Agents and click the Conversation AI tab.
  2. In the agents list, open the agent you want to change.
  3. Pick the status Off, Suggestive or Auto-Pilot.
  4. Click Save.
  5. Send a test message to one of the agent's channels and check the behavior in Conversations.

Use Suggestive mode day to day

  1. Open the conversation in Conversations.
  2. Look at the reply the AI drafted in the message box.
  3. Edit the text if needed and send it. If you don't want the suggestion, delete it and write your own.

Tips

  • Use Suggestive for the first few days to fine-tune the instructions and the knowledge base. Switch to Auto-Pilot once you rarely need to correct the suggestions.
  • The mode applies to the whole agent. To stop the AI for a single customer, use the bot status on that contact (see the article on turning off AI for a contact).

Common problems

  • No suggestion appears in Suggestive mode → Check that the conversation's channel is assigned to this agent and that the AI isn't inactive for that contact.
  • In Auto-Pilot the AI replies to customers it shouldn't → Narrow the channels or use tags in the agent's channel rules, or turn off the AI for those contacts.
  • The AI stopped replying after I messaged the customer → Depending on the agent's settings, a manual message can put the AI to sleep for that contact. Turn it back on from the AI status icon in the conversation.

Frequently asked questions

Can I have one agent in Suggestive and another in Auto-Pilot?

Yes. The mode is set per agent.

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