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PilotAI Documentation

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Tone Rewriter

The Tone Rewriter allows you to standardize the tone of outgoing messages sent by staff members in tickets.

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Global Configuration

  1. Go to the Tone Rewriter tab under PilotAI.
  2. Select a Tone Preset from the dropdown menu, such as Friendly, Professional, or Casual.
    • This setting applies to all tickets by default.

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Ticket-Specific Tone

If a different tone is required for a specific ticket, you can override the global setting using the /tone command directly within the ticket. This creates an exception (similar to the “lex specialis” principle) and ensures that tone rewriting for that ticket is adjusted accordingly.

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Manual Rewriting

Use the /rewrite command in Discord to manually rewrite a specific message. You can choose a tone on-the-fly for the rewritten text, making it easy to adapt your communication style as needed.

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Real-Time Translations

The Real-Time Translations feature automatically translates incoming and outgoing messages within tickets, ensuring smooth communication across language barriers.

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Force Incoming Language

  1. Navigate to the Realtime Translations tab.
  2. Use the Force Incoming Language dropdown to set a default language for all incoming messages.
    • For example, selecting “German” ensures all incoming messages are translated to German.

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Force Outgoing Language

  1. Use the Force Outgoing Language dropdown to set a default language for all outgoing messages.
    • For example, selecting “English” ensures that all staff responses are translated into English.

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Ticket-Specific Language Settings

If specific language rules are required for a ticket, use the /language command. This applies only to the ticket where the command is executed, overriding global language settings.

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SmartFocus

The SmartFocus feature automates responses by understanding user intentions and sending predefined solutions.

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Setting Up a SmartFocus Trigger

  1. Navigate to the SmartFocus tab in PilotAI.
  2. Click Add Trigger.
  3. Enter the Intention to Detect, such as “I can’t log in.”
  4. Select the corresponding Help Solution from the dropdown (configured in the Help Desk feature).
  5. Save the trigger.
When PilotAI detects a matching intention in user messages, it automatically sends the selected Help Solution, reducing the need for manual intervention.