Overview

Before enabling Autopilot, review your AI Customer Agent to make sure its configuration, Knowledge, and conversation behavior are ready for real customers.

A pre-launch review helps you find missing information, unclear instructions, and conversation scenarios that need improvement before the Agent begins replying automatically.

Review your Agent configuration

Go to Agents and select the Agent you want to review.

Check its objective, company or brand information, products or services, communication tone, playbook, and additional instructions.

Make sure the objective describes a clear outcome. Your tone and instructions should also be specific enough for the Agent to apply consistently without preventing it from giving customers important information.

Review your Knowledge

Open Knowledge and check whether your Agent has the information customers will need during real conversations.

Pay particular attention to product or service details, pricing, FAQs, policies, scheduling information, and other frequently requested information.

Remove outdated or conflicting content and add anything that is missing.

Test important customer questions

Go to Agents, select your Agent, then open Basic Info > Try Me.

Test the questions customers are most likely to ask, including pricing, product or service details, policies, objections, scheduling, and follow-up questions.

Continue each scenario for multiple messages to confirm that the Agent maintains context and follows its objective and playbook.

Check how your Agent communicates

Review whether the Agent consistently follows its configured tone, response style, playbook, and additional instructions.

If an instruction causes responses to become incomplete or unnatural, adjust the configuration and test again.

Identify Knowledge gaps

If the Agent cannot answer an important question accurately, determine whether the information is missing, outdated, vague, or conflicting.

Update the relevant Knowledge and repeat the same test in Try Me.

You can also work with DealOnca to review your Agent setup and identify areas where its Knowledge or training could be improved.

Review your Strategies

Knowledge tells your Agent what it should know, while Strategies help determine how it should handle specific customer situations.

Review your Strategies for common objections, purchase questions, scheduling situations, and other recurring scenarios. Add a new Strategy when the Agent needs more guidance for a particular situation.

Enable Autopilot when ready

Once the Agent is responding accurately and consistently, you can enable Autopilot for selected conversations or more broadly from Inbox.

Continue monitoring Inbox and Support Needed conversations after launch. If you discover an issue, switch back to Copilot, update the Agent, and test the change before resuming Autopilot.

Keep reviewing after launch

Agent review should continue as your products, services, policies, and customer questions change.

Use real conversations to identify new Knowledge gaps, improve Strategies, and refine your Agent over time.