Drafting replies with Pilot
Pilot's most-used feature is reply drafting. When you are looking at an open conversation, Pilot can read the thread and write a suggested response for you to review, edit, and send.
Opening the draft panel
In any conversation, open the reply editor as you normally would. You will see a Pilot button — it looks like a small sparkle or AI icon — in the editor toolbar. Clicking it opens the Pilot panel alongside the reply editor.
If you do not see the button, Pilot is either not configured yet (check Settings > Integrations > Pilot) or your account administrator has not enabled it for your inbox.
Generating a draft
Click Draft reply in the Pilot panel. Pilot reads the full conversation history — customer messages, agent replies, any internal notes — and writes a suggested response.
The draft appears in the Pilot panel, not directly in the reply box. This is intentional: you read and evaluate it before deciding whether to use it.
To use the draft, click Insert or Copy to editor. The text lands in your reply box where you can edit it normally.
Editing before sending
Always read the draft before sending. Pilot does a good job on straightforward queries but it does not know things your organisation knows — internal policies, account-specific context, things that happened outside the ticket. Treat the draft as a first pass, not a final product.
Common edits:
- Add specific details the customer asked for (order numbers, dates, names)
- Remove anything that sounds off-brand or legally imprecise
- Adjust the opening or closing to match how your team writes
Tone adjustment
Pilot can adjust the tone of a draft. After generating an initial draft, you can ask Pilot to make it more formal, more casual, shorter, or more empathetic. These are quick follow-up prompts in the Pilot panel — you do not need to re-generate from scratch.
Tone adjustment is useful when the customer's message has a particular emotional register (frustrated, confused, angry) and you want the response to match appropriately.
Using help center articles as context
If you have published articles in Konversio's Help Center portal, Pilot can use them when drafting. When the customer's question matches something covered in your documentation, Pilot will pull the relevant content and base the reply on it rather than generating from general knowledge.
This produces more accurate, on-brand answers for product-specific questions. It also reduces hallucination risk — Pilot is working from what you have actually written, not guessing.
For this to work, your Help Center articles need to be published (not in draft). Pilot indexes published articles only. If you recently added an article and Pilot is not using it yet, give it a few minutes to index.
When Pilot drafts are most useful
- High-volume inboxes where agents handle similar queries repeatedly
- Handoffs where an agent needs to respond to a thread they did not start
- Multilingual inboxes — Pilot can draft in the language the customer wrote in
- After-hours queues where draft quality still matters but speed is the priority