<aside> 🛠 Let's build an Auto-Pilot agent together and unlock a world of seamless, personalized customer experiences!

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1. Quick Setup guide for Auto Pilot agent creation

   • Click on Auto-Pilot Agents under Automation in order to create your first AP! You will see your all your active/inactive APs under this page which are already created. If no AP is created yet, you have to click on the +New Auto-Pilot Agent button to create a new one.

   

   • On clicking +New Auto-Pilot Agent button, the following page will appear where you can either select

     • (Recommended) Use pre-made template: To make things easier, you can start with one of our pre-made system templates. OR
     • Create a custom Auto-Pilot Agent: Create your own custom scenario for the most flexibility

     

   • In case you want to create a custom Auto-pilot agent, you will see the following options and put a name for your custom Auto-Pilot Agent and click on Continue to create the AP and proceed to the next steps.

     

   • In case you selected Use pre-made template to create your first AP, which is highly recommended by Yuma, you will see a list of templates with the most popular Auto pilot agents. These list of templates are made based on the most common actions any customer experience team faces. You can click on View more templates and explore all the available templates and select one that resembles with your use cases most.

     

     • Once you decide which template to use, select it and you will see the details of the actions that the AP can take and the intents which will trigger the AP. Next click on Clone this template to create the AP & proceed to the next steps.

     

   • On clicking Continue (in case of custom APs) or Clone this template (in case templates are used) you will land up in this page, where you have to:

     1. Mention the Allowed Topics inside the text box by replacing the XXX and YYY’s. You can freely write down the topics you want to allow this agent to talk about. This will help the AP to stay within topic and perform better.

        1. The allowed topics will be prefilled in case you used a pre built template to create the AP

           

     2. Mention the Agent Goal so that the agent doesn’t get diverted from topic and follows the instructions strictly

     

   • Once the Basic Info section is completed, it’s time to configure the Triggers section. This section decides when this particular AP will be triggered and wake up! So this part is really important in order for the AP to work best.

     • In case of templates, the Pre-Trained Intents are already added but in case of custom APs, you will have to add the intents from the list.
     • The best way for the triggers to work is to enable Smart Triggers, this works best for any AP by identifying the intent of the conversation

     

   • Next to Triggers is the Process section, which is the most important step of building an AP. In this section, you have to direct your Auto-Pilot like a human agent with clear, step-by-step instructions. Use conditional statements for varied outcomes. Enhance instructions with special keywords like 'Reply to Customer' or 'Escalate'. For quick referencing, use '@' to search and include Macros, other Auto-pilot Agents, and Processes.

     

   • Under Context & Actions section, mention the allowed actions this AP can take to equip your Auto-Pilot with the right context by selecting essential data it should know. Opt for key actions it should perform, avoiding extras to keep things sharp and effective.

   • Under Ticket Actions, you can set the AP to automatically tag tickets and set specific fields based on your set conditions to optimize organization and efficiency.

   • This is not over yet! Under Advanced settings you can enable auto-replies for customers or create drafts for your team. Fine-tune rollout frequency with 'Gradual Rollout' for smooth testing. Set 'When is your Auto-Pilot Agent allowed to run' to control when your agent jumps into conversations, whether it's just once, at the first message, or anytime!

For your AP to work perfectly, you can use P**rocesses** to help you simplify AP’s actions and custom actions are there as well to help you take customised actions. Here’s a small glimpse of processes & custom actions:

1. What are processes?

   Think of processes as smart workflows that help handle tasks like changing orders or managing subscriptions automatically.

2. What are custom actions? Elevate your Auto-Pilot agents with 'Custom Actions' to fetch data from Google Sheets or integrate other APIs and webhooks.

   <aside> 🚨 You will learn more about Processes & Custom actions here!

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<aside> 💫 Your first auto pilot agent is ready to jump in and do its magic!

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