Set up AI Autopilot for Requests
Choose how AI organizes incoming feedback, links Insights, and handles duplicate Requests.
Written By Robi Rohumaa
Last updated About 1 hour ago
Overview
Autopilot uses AI to turn incoming feedback into organized Requests and connect matching customer context. Choose how much it does automatically, then use Triage or the Support conversation for the decisions that still need a person. The AI Policy explains how Featurebase handles your customer data when AI processes feedback.
Autopilot has two separate controls. Automation level sets how AI links Insights and merges duplicates. Organize submissions with AI sets whether AI rewrites and splits incoming customer submissions.
Choose an automation level
Set Automation level to Off, Assisted, or Automatic
A new Workspace starts with Automatic selected. A linked Insight keeps supporting feedback with a Request without always adding its author as a Requester; a merge combines duplicate Requests into one. Review the resulting Insights and Requesters on the Request.
Note: Assisted already links Insights without waiting for approval; only merges wait for your review. Automatic merges clear duplicates only; uncertain matches still go to Triage.
Organize submissions with AI
On the same page, turn on Organize submissions with AI under Incoming submissions. The switch appears only when the Feedback Portal or the Feedback widget is enabled, and it is on for a new Workspace.
When Autopilot is active, this setting lets AI rewrite incoming customer submissions into clear Requests and separate submissions that contain several distinct asks. Questions remain questions, and the original submission is preserved.
With this setting off, a customer submission keeps its original wording as the Request. Matching still runs at the selected automation level. If Automation level is Off, automatic AI organization also stops.
Note: AI organization does not set publication approval. Configure Request and comment moderation separately, and use access and visibility rules to control the audience.
Review what still needs your team
Open Requests & Insights → Triage to review incoming Request decisions, including uncertain matches, merge suggestions, questions that need a reply, and suspected spam. Working through Triage covers the queue. Review feedback detected in Support from its conversation in the Inbox.
Triage appears under Requests & Insights once Autopilot, AI organization, or moderation is on, or while items wait for review. While Autopilot is still reading new submissions, the Triage header shows an extraction indicator such as Extracting request… until it reads Finished extracting. Automatic processing leaves an item for review when it cannot safely resolve the whole submission.
Tip: Check the customer's original meaning before accepting a merge or changing the Request. Finding and merging duplicate Requests explains what a merge changes and how to undo it.