Set up AI Autopilot for Requests

Choose how AI organizes incoming feedback, links Insights, and handles duplicate Requests.

Written By Markus Palm

Last updated 4 days ago

Overview

AI Autopilot organizes incoming feedback and connects it to Requests. Choose how much it handles automatically and which decisions your team reviews.

Automation level - Controls how AI links matching Insights and merges duplicate Requests
Organize submissions with AI - Controls whether AI rewrites customer submissions and separates multiple asks

Choose an automation level

Go to Settings → Requests → Autopilot
Set Automation level to Off, Assisted, or Automatic

Level	What AI does	What your team reviews
Off	No automatic processing	Every incoming Request and every duplicate decision
Assisted	Links matching Insights to Requests	Merge suggestions and feedback that still needs a decision
Automatic	Links matching Insights and merges clear duplicates	Uncertain matches and decisions AI cannot resolve

Available automation levels depend on your Workspace's plan.

Organize submissions with AI

Under Incoming submissions, turn on Organize submissions with AI. This control appears when the Feedback Portal or Feedback widget is enabled.

When AI organization is active, it:

Rewrites incoming feedback into clear Requests
Separates submissions that contain several distinct asks
Keeps questions as questions and preserves the original wording

Turn the setting off to keep customer submissions in their original wording. Insight matching still follows the selected automation level. Setting Automation level to Off also stops automatic AI organization.

Note: Configure publication approval separately. Access and visibility settings control who can see the resulting Requests.

Review what still needs your team

Triage - Review uncertain matches, merge suggestions, questions, and suspected spam under Requests & Insights → Triage
Support conversations - Review detected needs from the original conversation in the Inbox

Check the customer's original meaning before accepting a merge.

FAQs

Why was my feedback not processed automatically?

Check these settings before recreating a Request:

Automation level - Make sure it is not Off
Collection settings - Check that the source is enabled or connected
Plan availability - Check whether the selected automation level is available for your Workspace
AI actions this month - Check the usage indicator and reset date

At the monthly limit, automatic processing pauses. Incoming feedback is kept and analyzed when processing resumes. Your team can review it manually in the meantime.

What do customers see when AI organizes their feedback?

Customers receive a submission confirmation. Their feedback can become one or more Requests, support an existing Request, or remain a question for your team to answer. Publication and access settings still apply.

Your team can use 'Show original wording' to read the source text. The raw submission is not published as an extra Request when organized Requests replace it.

How is customer data handled?

The AI Policy explains how Featurebase handles customer data when AI processes feedback.

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