Automate complex workflows with Autopilot

Autopilot is Front’s omnichannel AI agent that runs the processes your business depends on, not just the replies. It coordinates the back-and-forth between customers, AI, internal teams, and connected systems to execute real workflows end-to-end. You define the logic in structured steps (Playbooks), and Autopilot gathers missing information dynamically, takes action across connected systems, tracks progress, and routes approvals or handoffs when needed — across channels, from email to Autopilot Resolve.

Leverage Autopilot to:

• Scale customer operations: Resolve more requests end-to-end by handling triage, intake, and other workflows, so your team can absorb volume without sacrificing quality.

• Automate complex workflows: Turn your documented processes into repeatable execution. Collect the right details upfront, apply policy-driven steps, and take action in connected tools and systems.

• Move faster while maintaining control: Keep clear guardrails for when Autopilot runs, what it can do, and when it should escalate, so sensitive, high-stakes, or exception cases reach the right teammate with full context.

When you have the Autopilot add-on enabled for your company, you have access to the following features:

Use Autopilot Playbooks to automatically handle complex scenarios with guided logic and teammate handoff. Playbooks allow you to configure workflows using a mix of defined steps and natural language instructions to handle variability in customer responses effectively.

Learn more: Autopilot Playbooks

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, or create tickets to hand off to live agents.

Learn more: Autopilot Resolve

Use Autopilot-powered rule branching and actions to tell AI how you want to triage, reply to, and resolve conversations.

Learn more: Autopilot features in rules

Enable suggested replies to let AI generate message drafts to reduce the time and effort needed to compose responses.

Learn more: Accelerate responses with suggested replies

This feature is available for the following channel types: Email, Autopilot Resolve, Portal, Slack, SMS, WhatsApp (native), WhatsApp (via Twilio), Yalo WhatsApp.

To use Autopilot with custom channels, please reach out to your account manager or Front's support team.

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.

No. Autopilot only applies to shared inboxes. As a workaround, you can create a shared inbox that only an individual can access and move conversations from the individual inbox to the new shared inbox.

You can navigate to the AI replies hub in your Front AI workspace settings to view a list of all messages generated by AI. See this article to learn more.

Both Autopilot and Copilot are AI features that help your team handle customer conversations more efficiently, but they serve different purposes.

Autopilot is an omnichannel AI agent built for automation, handling both the generation and sending of replies on its own. You may configure it to handle complex automated workflows, such as triaging issues or directly answering customer inquiries, freeing up your team to focus on the issues that require human assistance.

Copilot is your always-on AI assistant used among your  teammates. It helps you quickly understand what matters in a conversation, surface relevant history and knowledge, and draft replies — but a teammate is always in the loop, prompting it and reviewing its output before anything is sent.

The simplest way to think about it: Autopilot automates business processes; Copilot assists teammates with their work.

See this article for additional AI FAQs.

With our outcome-based pricing for Autopilot, you only pay when Autopilot delivers the outcome. Conversations will only be charged once for the highest automation level achieved.

An “Automation” is one of three automation levels that Autopilot is capable of executing: Triage, Handoff, and Resolution. 

Triage: 

• Autopilot adds a tag to a conversation or routes it to a teammate/inbox/etc.

• Autopilot extracts data (order number, address, etc.) and pushes to an Order Management System (OMS).

• Autopilot generates a custom summary of a conversation and updates Salesforce.

Handoff: Autopilot interprets a request for a quote from a conversation, pulls relevant information from the organization’s internal systems, calculates a quote, and drafts a quote for human review.

Resolution: Autopilot interprets a request from a conversation, pulls relevant information from the organization’s internal systems, and responds to Customer accordingly.  No further action is needed by a human.

You won't be charged for an outcome if: (1) a teammate cancels an automation before it's completed, (2) your customer asks to talk to a human instead of continuing with the set Autopilot workflow, or (3) there's a technical failure of Autopilot on Front's side.

Example: If a conversation is successfully triaged, but a Playbook running is cancelled by a teammate, the conversation would be charged as a Triage automation.

For all subscription plans (including legacy plans): 

• To purchase the Autopilot add-on, navigate to your billing settings page to activate it.

• The add-on will remain on your subscription and will auto-renew unless updated within the Upcoming plan at renewal tab in your billing settings. To learn more about plan changes related to add-ons, see this article.

• Pricing is pay-as-you go, invoiced monthly based on your actual usage. Volume discounts are pre-paid commitments. Contact us to request a demo.

To try Autopilot for free, navigate to the Front AI page in your workspace settings, hover over the Get add-on button for Autopilot, then select Start free trial. This will start a 30-day trial with full access to all Automations and up to 1000 Resolutions.  

After the trial ends, if you don't actively opt-in to the paid version, any Autopilot rules, Playbooks, and Resolve channels will stop running.