Query Coverage Assistant checks outgoing staff replies for customer questions that were not answered. When it finds an unanswered question, it adds a private note to remind the support agent.
Before you start
Make sure your Help Desk account has:
- Access to Autopilot.
- Ticket categories where this AI Agent should review staff replies.
- A clear rollout plan for whether your team should review the AI Agent's work first.
Hire the AI Agent
- Open Autopilot > Home.
- Search for Query Coverage Assistant.
- Select Hire Agent.
The setup flow opens on the Onboard step.
Configure the AI Agent
- Give your AI Agent a name.
- Enter a description that explains what the AI Agent should do.
- Choose Supervised Mode or Autopilot Mode.
- Select the ticket categories where the AI Agent should review staff replies.
- Select Continue.
Start with categories where support agents regularly answer several questions in one conversation. This makes early private-note results easier to review.
Review before deployment
- Confirm the AI Agent name, description, categories, and operating mode.
- Verify that the selected categories are appropriate for reply-quality checks.
- Select Deploy Agent only after the configuration is correct.
What happens after deployment
The AI Agent runs when a staff reply is added to a ticket in a selected category. If the reply leaves a customer question unanswered, the AI Agent adds a private note so the support agent can follow up.
Review early results in Agent Activity Log and adjust the selected categories if the reminders are too broad.
Troubleshooting
- The AI Agent does not review a reply: Confirm that the ticket belongs to a selected category.
- The private note is not useful: Review the complete conversation to confirm that the customer's questions are clear and still unresolved.
- The AI Agent should not add notes automatically yet: Use Supervised Mode while your team reviews early results.