Enable the AI assistant (Autopilot) in your Service Portal for first-tier support. Let it run on autopilot, answering queries and executing tasks effortlessly, helping end users resolve their tickets before they're even on your radar. For info on configuring your Service Portal, see Configure your Service Portal
Enable the AI assistant (Autopilot) in your Customer Portal for first-tier support. Let it run on autopilot, answering queries and executing tasks effortlessly, helping end users resolve their tickets before they're even on your radar. For info on configuring your Customer Portal, see Configure your Customer Portal
Note:
- This feature is currently only available for participants of our AI Design Partners program. If you'd like to be a part of this program please, get in touch with our support team.
- Only admin users can configure the AI assistant for the Service Portal.
- Only admin users can configure the AI assistant for the Customer Portal.
- For optimal performance, ensure end users have been assigned an agent and mobile number. For more info, see Optimize Atera's Copilot
How it works
End users can initiate conversations, ask questions about common IT issues, and receive guidance on resolving those issues independently. The AI assistant also offers the ability to perform various tasks (e.g., reset password, install apps). This approach minimizes routine work for your technicians and ensures consistent, uniform assistance.
To configure the AI assistant for your end users:
1. Go to Admin > Employee service > Service Portal.
1. Go to Admin > Customer service > Customer Portal.
The Service Portal configuration page appears.
The Customer Portal configuration page appears.
2. Click AI assistant.
Note: We recommend configuring end-user permissions and available actions in the Self-service and Software tabs, as well. For more info, see Configure your Service Portal
Note: We recommend configuring end-user permissions and available actions in the Self-service and Software tabs, as well. For more info, see Configure your Customer Portal
Open ticket automatically when end user starts chat
Whenever an end-user starts a chat session with the AI Assistant, a new ticket is automatically generated. This ticket contains the entire conversation between the AI assistant and the end users, offering complete transparency regarding end-user incidents and requests.
Note: If tickets are not automatically created when an end user starts a chat with the AI assistant, then a ticket will be generated if the ticket is escalated to a technician.
When a ticket is created by the AI assistant, it will appear on the Tickets page, where the assigned technician will be 'AI assistant'.
To view tickets created by the AI assistant:
1. From Tickets (on the sidebar), click Filters.
2. Scroll down to Source, and select AI assistant from the dropdown menu.
The page updates to display all tickets created by the AI assistant.
Issue resolution confirmation
After 5 minutes
If an end user hasn't responded for 5 minutes since the AI assistant's last message, the end user will be asked to confirm if the issue was resolved, via a:
- Toast notification: The end user can confirm or keep resolving their issue.
-
Chat notification: The end user can confirm or keep resolving their issue.
- Note: The input field will be disabled until the end user responds to the confirmation request.
After 1 hour
If an end user hasn't responded for 1 hour since the AI assistant's last message, then the AI assistant can either escalate the ticket to a technician or resolve the issue.
If escalated, the ticket assignment will change from 'AI assistant' to either 'Unassigned' or a specified technician in the app, depending on ticket automation rules that have been set up.
If it marks the issue as 'Resolved', the end user will be notified that the issue has been marked as resolved via a:
- Toast notification: The end user can access the chat from this notification to continue their conversation if they want to continue solving their issue.
- Chat notification: The end user can continue chatting with the AI assistant if they want to continue solving their issue.
If the end user sends a new message in the chat, the ticket status will change to 'Open'.
Limit ticket creation via the AI assistant only
You can choose to hide the "New ticket" button on your Service Portal. This encourages end users to first engage with the AI assistant, reducing the number of tickets generated.
You can choose to hide the "New ticket" button on your Customer Portal. This encourages end users to first engage with the AI assistant, reducing the number of tickets generated.
Send self-troubleshoot link to end user
To encourage your end users to utilize the AI assistant, send them an email notification whenever they submit a ticket via email. Upon receiving the email, the AI assistant will promptly offer solutions for their issues based on the ticket contents.
Enable for sites
Enable for customers
Depending on the preferences of your end users, you have the option to enable the AI assistant on all or specific sites.
Depending on the preferences of your end users, you have the option to enable the AI assistant on all or specific customers.
Enable scripts
You've already curated a beautiful library of scripts (pulled from the Shared Script Library and your own genius), which you used to troubleshoot issues on your devices. But it's time we started treating our trusty AI companion as part of the team. This way, when Copilot or Autopilot diagnoses an issue, you and your end users can immediately ask it to run the ideal script!
From the Scripts page, select the scripts you want Autopilot (and/or Copilot) to be able to run on end-user devices.
Note:
- We recommend making your script descriptions clear and precise so Autopilot can run the right script based on your end users' request.
- When you enable a script for Autopilot, it is automatically enabled for Copilot as well. To disable it for Copilot, you must first disable it for Autopilot.
Within a few minutes, the Autopilot (and Copilot) will be able to run the selected scripts on your end-user devices.