What is Pilot?

Pilot is Konversio's built-in AI support agent. It helps your team handle conversations faster by drafting replies, summarising threads, routing incoming issues, and pulling answers from your help center articles — all without leaving the inbox.

What Pilot actually does

Pilot is woven into the day-to-day workflow of a support agent:

• Draft replies: Pilot reads the conversation and writes a suggested response. You review it, edit it, and send. You stay in control.
• Summarise conversations: Long threads get condensed into a readable summary — useful when picking up someone else's ticket or closing out a case.
• Route and classify: Pilot can suggest labels, teams, or priorities based on message content, which you can wire into automation rules.
• Answer from your help center: Pilot uses your published help articles as a knowledge base. When a customer asks a question you've already documented, Pilot can surface the relevant answer.
• Automate responses: Combined with Konversio's automation engine, Pilot can handle routine inbound queries without agent involvement.

Open source, no paywall

Pilot is fully MIT-licensed and ships as part of Konversio's core codebase. There is no AI tier, no enterprise plan, and no feature flag you need to unlock. Every team using Konversio gets Pilot.

This is a deliberate departure from how Chatwoot handles AI. Chatwoot's equivalent feature is called Captain — it is enterprise-only, closed source, and not available to self-hosters on the community edition. If you have ever run Chatwoot CE and wondered why the AI features were missing, that is why. Konversio was built specifically to close that gap.

Bring your own key (BYOK)

Pilot does not route your data through any Konversio-managed AI service. Instead, you connect your own model provider — OpenAI, Anthropic, Mistral, or a locally hosted model via Ollama.

This matters for a few reasons:

• Your data stays in your hands. Customer messages are sent directly from your Konversio instance to whatever model endpoint you configure. There is no intermediary.
• No AI sub-processor you did not choose. For teams operating under GDPR or similar frameworks, the model provider becomes a data processor. BYOK means you choose who that is — or you run a model yourself and it is nobody but you.
• Cost is yours to control. You pay your model provider directly at their published rates. Konversio does not take a margin on inference.

What Pilot is not

Pilot is not a fully autonomous agent that handles customer conversations without human review by default. It is designed as an assistant to human agents — it drafts, suggests, and summarises, but a person decides what gets sent. You can build more autonomous flows using automations, but that is a deliberate configuration choice, not the default behaviour.