Autopilot Resolve

⚠️ This feature is in managed access. Add your name to the waitlist to request access, and we’ll reach out as we have capacity.

Autopilot Resolve is an AI-native channel customized for self-serve support. Embed Resolve into your web pages or Front help centers to provide customers 24/7 AI-powered support using information from connected knowledge sources or Playbooks. If your customer needs to speak to an agent, Resolve seamlessly creates tickets with full context so your team can quickly step in after the handoff. By spending less time on simple questions and repetitive tasks, your agents can focus on more complex problems.

With Autopilot Resolve, you can:

• Provide instant answers to common customer questions using content from your knowledge base.

• Provide customers a chat-like experience that starts with AI and can escalate to your team for real-time or async support. When an agent replies, customers receive an email notification to take them back to the Resolve ticket. 

• Improve the speed and rate of resolutions without a live agent involved

• Minimize repetitive tasks an agent needs to do for complex cases

• To manage Autopilot Resolve channels, you must be a Front company admin or have permissions to manage shared inboxes and AI settings.

• You must have access to the Autopilot add-on and have the Resolve feature enabled.

• We highly recommend configuring Playbooks and knowledge sources to improve Autopilot performance. We also recommend creating a separate shared inbox for Resolve.

When customers access Resolve from your website or a Front-hosted web page, they can chat with AI to answer simple questions or complete common requests via Playbooks such as checking status updates, confirming reservation details, etc.

Customers can also use the icons at the top to start new conversations, or view any previous conversations that were escalated to an agent.

When customers receive a reply from an agent, they’ll receive a notification email with a Go to conversation link to view the response and reply. Customers cannot reply to notification emails, but this is on the roadmap for a future update.

Conversations can be shared by clicking the Share icon and entering an email address. Once shared, only messages within that specific conversation will be visible to the recipient. To remove access, click the Trash icon to the right of their email address.

After a user has been invited, they will receive an invitation email with instructions to join the conversation.

Users can add attachments by clicking the + icon in the composer.

When the Show online status toggle is enabled, customers can see when your agents are online.

Users can view any previous conversations in the conversation list. An AI-generated summary of each conversation will be displayed in the panel, and users can click a conversation to view the full thread.

If customers ask to speak with an agent, a Playbook escalation occurs, AI is unable to answer the customer’s questions, or a Playbook encounters a technical error, they can submit their email address and Resolve will automatically create a follow up ticket with a summary of the conversation so far. Customers will receive a notification email with a 6-digit code during the verification process. Once verified, customers only need to re-verify once every 7 days. If auto-verification is enabled, customers who are already signed in to your app can be recognized automatically and may not need to complete the email verification step.

When a customer starts an AI interaction, a conversation is created in the shared inbox. Until Resolve hands the conversation off to a human agent, the conversation won’t be available for interaction, including replying, and inbox rules won’t apply. Once the handoff occurs, the conversation will follow any assignment or routing rules configured for the inbox.

When chatting with an anonymous chat visitor, Front will auto-generate a name using a random color and animal string. e.g. Purple panda. Once a customer is verified and Front identifies them as a contact, the customer will display as the sender.

Agents can reply directly to the customer, add internal comments, and use other Front features just like any other conversation.

The following events will trigger an escalation:

1. Customer asks for a human agent or escalation

2. Customer expressed dissatisfaction

3. Playbook defines handoff, including when Playbook encounters a technical error

Step 1

Click the gear icon, navigate to workspace settings, then select Channels in the left sidebar.

Step 2

Click Connect channel, then select Autopilot Resolve from the channel list.

Step 3

Enter a name for your channel, then select the inbox you want conversations to route to. We highly recommend creating a brand new inbox and checking the box for Enable Front AI.

Step 4

Click Create to finish creating your new channel. You’ll automatically be navigated to your channel settings to continue the configuration. Each tab is described below.

Use the Build tab in channel settings to manage the information AI can use to respond to your customers, reply time indicators, email notifications, and more.

Select Playbooks and knowledge sources to ensure your customer receives accurate responses from AI. Both sources are critical and work together to help AI respond.

• Knowledge sources: Used to answer FAQ-type questions. e.g., How to change a reservation time.

• Playbooks: Used to define what to do in specific scenarios. e.g., Escalate to an agent when the customer requests a refund.

❗ Important: Please select both a Playbook and at least one knowledge source. Without both, Autopilot may provide inaccurate or incomplete responses. 

When toggled on, customers will see when your teammates are online when they open the chat experience.

Use the Show specific reply time setting to configure the message customers see after they trigger an escalation. This lets customers know when they can expect a reply from a live agent.

• Toggled off: Customers will see a general “We will reply as soon as we can” message.

• Toggled on: Select the reply time you’d like customers to see.

Select the email address customers see when they receive notification emails from Resolve. By default, hello@front.com is selected. We highly recommend selecting one of your own email addresses in this setting. For the best experience, we recommend using an address on a notification-oriented domain (for example, notifications@yourcompany.com) rather than a personal inbox. Customer replies to notification emails aren’t supported and won’t be added to the associated conversation. Additionally, when a user is invited to a conversation, they will not receive notifications until they have been authenticated.

Add conversation starters for your most common requests or questions to make it easier for customers to get started. 

Use the Customize tab in channel settings to personalize the look and feel of your Autopilot Resolve experience. You’ll see some of your changes in the preview on the right.

Upload a company logo, select the color scheme for the page/widget, enter hex codes for the accent color, and select how you want the text area to look.

Edit the public-facing welcome message, and decide whether you want to display a compliance disclaimer or Front branding. 

Select whether you’d like customers to hear a notification sound when they receive new messages.

Use the Deploy tab in channel settings to access the information needed to embed Autopilot Resolve into your web pages.

💡 Tip: We recommend visiting the Front-hosted page URL to test the Resolve experience before going live with customers. 

To deploy Resolve as a standalone, full-page experience, copy the URL and embed it in your web pages. 

• When you ask Resolve questions using the URL, you can test how Autopilot handles questions and review the conversations created in your Front inboxes. 

• The built-in Preview feature on the right-hand side in channel settings doesn’t currently support back-and-forth conversations with AI. However, this is on the roadmap for a future release.

• Once you’re confident in the Resolve experience, you can link it into the pages where you want customers to receive support.

To embed Resolve as a sidebar widget in your web pages, click the Sidebar widget setting to view and copy the widget code snippet. Paste this code into your website editor.

Widgets must be embedded on https websites. Local file:// environments are not supported.

To add the sidebar widget to a Front help center, click Manage Help centers, then navigate to the Settings tab under Site management. Toggle on the Embeddable widget setting, select Autopilot Resolve, then select the Autopilot Resolve channel you’ve configured. Click Save to finish.

Auto-verification allows you to connect the widget to your existing login system so customers who are already signed in to your app are automatically recognized when they open the widget. If the customer is already logged in, Resolve can verify their identity using a secure token, so no additional email verification step is required in the widget experience.

When auto-verification is enabled, your server signs each user’s identity with a secret key so Resolve can verify that they are who they claim to be.

Use the Routing tab to change the default inbox you previously selected, or create rules to automate additional workflows for your channel. See this article to learn more about inbox settings.

Yes. The Autopilot Resolve channel is part of the Autopilot add-on. You must have access to the Autopilot add-on and have been granted access to the Resolve feature. Add your name to the waitlist to request access, and we’ll reach out as we have capacity.

Only English is officially supported at this time. While it is possible to use this feature with other languages, unexpected results may occur. In general, Front AI will respond to a single inbound message in the same language. However if multiple languages are used at any point in the conversation messages there's no guarantee that it'll make the language choice a human would. Our AI vendors support 40+ common languages.

If you’d like to use the AI functionality available in Autopilot Resolve, you must purchase the Autopilot add-on and create and configure a new Autopilot Resolve channel in your workspace settings. You can easily migrate from Front Chat, as Resolve includes the same online indicators and flexible SLA settings. However, migrating directly from AI Answers is not currently supported.

If Resolve completely answers a customer’s inquiry without escalating to an agent, a conversation will still be created in Front. The conversation will remain open until no response is received from the customer for the amount of time set in your timeout configuration. After that, the conversation will be archived or resolved.

Yes. Yes. You can configure guardrails in Playbooks so that sensitive or complex topics are automatically escalated to a human agent.

Not through the settings at this time. However, developers can pass custom code snippets through the widget embed code for use in Playbooks today. Broader support for using page context directly in the settings is planned for a future update.

Only connect customer-facing content sources to Resolve, and keep internal documentation separate. We recommend using curated or approved collections to ensure only appropriate content is used in customer responses.

See this article for additional AI FAQs.

Contact us at autopilot@front.com for pricing