Product

AirChat — AI Chatbot

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AirChat

AirChat is Pilot's AI-powered chatbot. It provides automated customer support on your website with intelligent responses grounded in your knowledge base.

Key Features

  • Multi-Provider AI: Uses Claude (Anthropic) as the primary AI, with fallback to OpenAI and DeepSeek for reliability
  • Knowledge Base: Add documentation and FAQs the AI uses to answer questions accurately about your business
  • Embeddable Widget: Add the chat widget to any website with a single script tag — no dependencies required
  • Conversation Persistence: Chats are saved in the visitor's browser and resume automatically on page reload
  • Conversation History: Visitors can browse past conversations from the clock icon in the widget header
  • Human Escalation: Visitors can request human support via the "Human" button. The AI also detects low-confidence responses and suggests escalation. Admin receives an email with the conversation transcript
  • Escalation Alerts: When a visitor escalates, you get a desktop browser notification, an audio alert, and an on-screen toast. The Conversations tab shows a live badge count of open escalations
  • Availability Toggle: Set your team's availability with the "Accepting Chats" toggle in Settings. When off, escalated visitors see a message that the team is away
  • Admin Reply: Reply to escalated conversations directly from Pilot, with optional image attachments. Replies appear in the visitor's widget within 10 seconds
  • Typing Indicators: Visitors see when an admin is typing, and vice versa, in real time
  • Image Sharing: Visitors can attach and send images (PNG, JPG, WebP, GIF — up to 5MB) during a conversation
  • Satisfaction Ratings: Visitors can rate individual AI responses (thumbs up/down). Overall satisfaction stats appear at the top of the Conversations tab
  • Bug Tracker: Visitors can report bugs from the widget. Review them in the Bugs tab, track open/fixed counts, and vote on which to fix first
  • Feature Requests: Visitors can submit feature ideas. Review and vote on them in the Features tab to prioritize your roadmap
  • News Publishing: Publish product announcements, updates, and fixes that appear in the widget's News tab for visitors to read
  • Email Capture: Optionally collect visitor emails before or during chat. Captured emails are added to your CRM contacts automatically
  • Customization: Set the bot name, persona, widget color, position, welcome greeting, avatar, header logo, gradient color, and team avatars
  • Domain Restrictions: Control which domains can display your chat widget

How to Use

Managing Conversations

  1. Open the Conversations tab to see all chat sessions
  2. Filter by status (Active, Escalated, Awaiting Reply, Resolved, Closed)
  3. Use the search bar to find conversations by visitor name or email
  4. Click a conversation to view the full thread and reply to escalated chats

Escalation Workflow

  1. Visitor clicks "Human" or the AI detects a low-confidence response
  2. Status changes to "Escalated" — you receive an email, a desktop notification, and an audio alert
  3. A yellow "Waiting for a support agent" bar appears in the visitor's widget
  4. Open the conversation in Pilot and type a reply in the admin reply form
  5. The visitor sees your reply as a "Support Agent" bubble within 10 seconds
  6. Mark the conversation Resolved when done

Bugs & Feature Requests

  1. Go to the Bugs or Features tab to review visitor-submitted items
  2. Filter by status (New, Reviewed, Planned, Fixed/Implemented, Declined) or sort by votes
  3. Click any item to update its status and add internal notes
  4. Vote on items to surface the highest-priority ones — visitors can vote too from the widget

Publishing News

  1. Go to the News tab and click New News
  2. Add a title, summary, and full content (markdown supported)
  3. Set the category (New Feature, Update, Improvement, Fix) and visibility (Public or Beta Only)
  4. Click Save & Publish to make it visible in the widget, or Save as Draft to finish later

Knowledge Base

  1. Go to the Knowledge Base tab
  2. Click Add Entry to create a documentation entry (General, Product, Support, Pricing, Technical, FAQ). Optionally attach a screenshot (max 2MB)
  3. Click Sync KB to rebuild the AI's knowledge index

Settings

Configure in the Settings tab:

  • Bot Configuration: Name, AI provider, persona/system prompt, provider fallback toggle, Chat Active on/off
  • Widget Appearance: Color, position (bottom-right or bottom-left), email capture mode, allowed domains
  • Home Screen & Branding: Welcome greeting, bot avatar, header logo, gradient color, team member avatars, help articles toggle, news tab toggle
  • Usage: View monthly message count against your plan limit

Embed Code

Copy the script snippet from the Embed Code tab and paste it before the closing </body> tag on your website.

Tips

  • A detailed bot persona in Settings improves response quality and tone
  • Organize knowledge base entries by category so the AI can surface the most relevant content
  • Enable provider fallback so the widget stays online if one AI provider has an outage
  • Turn off "Accepting Chats" when your team is away — visitors get an honest message instead of waiting indefinitely
  • Use "Required" email capture to ensure every visitor is added to your CRM contacts
  • Team avatars (up to 4) appear on the widget home screen to give it a personal, branded feel
  • Use the "Chat Active" toggle to temporarily disable the widget without removing the embed code from your site
  • Publish news items regularly to keep visitors informed about product updates directly in the widget
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