Auto Pilot Mode

Auto Pilot enables fully automated responses with intelligent timing and human handoff capabilities, allowing your agents to handle customer conversations without constant supervision.

What is Auto Pilot Mode?

When configuring a lead source or sending a Bulk SMS campaign, you can choose to have Auto Pilot on for the inbound leads or outbound SMS campaigns. After the conversation has started, you can locate the contact and toggle Auto Pilot on/off at any time during a conversation.

Configuration Options

Response Timing

Set custom response delay (45 seconds recommended)
Configure business hours and availability
Set different timing for different message types

Activation Methods

Enable during lead source configuration
Activate for bulk SMS campaigns
Toggle on/off during active conversations

Auto Pilot Behavior

When Auto Pilot is ON

Agent responds automatically after configured delay
Maintains consistent response timing
Follows conversation flow without human intervention

If Auto Pilot is ON, after the configured response time (set in the agent’s Prompt editor; 45 seconds recommended), the agent will reply to the client automatically once the client messages.

Important Timing Notes

Message Timing Rules:

If a client messages while Auto Pilot is ON and you turn Auto Pilot OFF within the response-time window, the agent will still send its reply because the incoming message arrived while Auto Pilot was ON.
If a client has messaged while Auto Pilot was OFF, simply turning Auto Pilot ON will not send a reply. Use the Generate Response button once, send it, and leave Auto Pilot ON so the agent takes over afterward.

Manual Response Generation

At the bottom of the chat input in Conversations, you can generate a response at any time. This produces the same reply the agent would send on Auto Pilot, but lets you review and edit before sending. Useful for sensitive or high-stakes replies while keeping the agent’s flow intact.

When to Use Manual Mode

High-Stakes Conversations

Large purchase decisions or negotiations
Sensitive customer service issues
Complex technical questions
VIP customer interactions

Quality Control

Review and edit responses before sending
Maintain agent personality while adding human touch
Ensure accuracy for complex inquiries

Manual Response Process

Navigate to the conversation in the Conversations tab
Locate the Generate Response button at bottom of chat input
Review the AI-generated response
Edit as needed while maintaining agent voice
Send the refined response
Continue with Auto Pilot or manual responses as appropriate

Best Practices for Auto Pilot

When to Keep Auto Pilot ON

Standard lead qualification conversations
FAQ responses and general information requests
Appointment scheduling for routine services
Follow-up messages and check-ins
Off-hours customer inquiries

When to Switch to Manual

Customer expresses frustration or dissatisfaction
Complex technical questions about specific vehicles
Negotiation discussions involving pricing
Customer requests to speak with a specific person
Unusual or unexpected customer requests

Timing Considerations

Recommended Response Times:

New leads: 30-60 seconds (shows urgency and attention)
Follow-ups: 1-2 minutes (allows for natural conversation pace)
Service inquiries: 45 seconds (balances efficiency with thoughtfulness)
After hours: 2-3 minutes (accounts for delayed notification processing)

Business Hours Settings:

Configure different response times for business vs. after hours
Set up automatic “we’re closed” responses when appropriate
Ensure emergency contacts are always available for urgent situations

Monitoring Auto Pilot Performance

Key Metrics to Watch

Response rate (percentage of customers who respond to agent messages)
Conversation completion rate (reaching intended goals)
Escalation frequency (how often human intervention is needed)
Customer satisfaction scores from automated conversations

Warning Signs

Decreasing response rates over time
Increasing customer complaints or confusion
More frequent requests to speak with humans
Conversations ending abruptly without resolution

Troubleshooting Auto Pilot Issues

Agent Not Responding Automatically

Check These Settings:

Verify Auto Pilot is enabled for the conversation
Confirm response timing settings are configured
Check that the agent is properly assigned to the contact
Ensure no system maintenance is affecting automation

Responses Seem Inappropriate

Possible Solutions:

Review recent conversation history for context
Check if the correct agent is selected for the lead source
Verify agent configuration hasn’t been accidentally modified
Test agent responses in the playground

Customers Complaining About Automation

Immediate Actions:

Switch to manual mode for affected conversations
Review and improve agent personality and responses
Consider adjusting response timing to feel more natural
Train team on when to take over conversations

Advanced Auto Pilot Features

Smart Escalation

Auto Pilot can be configured to automatically escalate conversations when:

Customer uses specific keywords indicating frustration
Conversation reaches a certain length without progress
Customer asks for human contact multiple times
Agent confidence in responses drops below threshold

Business Rules Integration

Automatically apply different agents based on lead source
Adjust response timing based on customer priority level
Route high-value prospects to human agents sooner
Apply different conversation flows based on customer history

Performance Optimization

A/B test different response timings
Monitor which agents perform best on Auto Pilot
Adjust automation levels based on team capacity
Use data to continuously improve agent responses

Auto Pilot mode can dramatically increase your team’s efficiency while maintaining consistent customer service. Next, learn about Editing Agents to fine-tune your automated responses.