Before hiring an Autopilot AI Agent, decide what it should handle and confirm the categories, fields, policies, permissions, and review plan are ready.
Choose what the AI Agent should handle
- Choose one support task the AI Agent should improve.
- Identify the ticket categories, records, or integrations involved.
- Confirm what successful output should look like.
- Decide whether the AI Agent should suggest work first or act automatically.
Confirm Help Desk setup
- Required ticket categories exist and are still used.
- Tags, statuses, priorities, SLAs, and custom fields are available where the AI Agent will run.
- Policies and custom instructions are current.
- Required integrations are connected and have usable data.
- Staff roles include the Autopilot permission for admins who need to hire or manage AI Agents.
Plan the first week
- Start with a narrow scope.
- Use Supervised Mode when available.
- Review Agent Activity Log daily during the first rollout week.
- Compare unexpected activity with the AI Agent's categories, setup fields, and mode.
- Expand scope only after the results consistently match your expectations.