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 automatically. Admin receives an email with the conversation transcript
- Admin Reply: Reply to escalated conversations directly from Pilot. Replies appear in the visitor's widget within 10 seconds
- Satisfaction Ratings: Visitors can rate individual AI responses (thumbs up/down). The Conversations tab shows overall satisfaction stats
- Visitor Feedback: Visitors can submit feature requests and bug reports. Review and manage them in the Feedback tab
- 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
- Rate Limiting: Built-in limits to prevent abuse (5 sessions per IP per hour, 30 messages per session)
How to Use
Managing Conversations
- Open the Conversations tab to see all chat sessions
- Filter by status: Active, Escalated, Awaiting Reply, Resolved, or Closed
- Use the search bar to find conversations by visitor name or content
- Click a conversation to view the full message thread and reply to escalated chats
Escalation Workflow
- Visitor clicks "Human" or the AI detects a low-confidence response
- Status changes to "Escalated" — admin receives an email notification
- A yellow "Waiting for a support agent" bar appears in the visitor's widget
- Open the conversation in Pilot and type a reply in the admin reply form
- The visitor sees your reply as a green "Support Agent" bubble within 10 seconds
- Mark the conversation Resolved when done
Knowledge Base
- Go to the Knowledge Base tab
- Click Add Entry to create a documentation entry (General, Product, Support, Pricing, Technical, FAQ)
- 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
- Widget Appearance: Color, position (bottom-right or bottom-left), email capture mode
- 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.
Feedback
Review visitor-submitted feature requests and bug reports in the Feedback tab. Update the status (New, Reviewed, Planned, Resolved, Declined) and add internal notes.
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
- 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