Test Autopilot

Test Autopilot lets you write as one of your customers and see what Mailnitio Autopilot would do with the message: the ticket decision, the category and team, whether a person must review it, and the one reply the customer would get. Autopilot uses your real settings, categories, teams and knowledge base, so the result is what would happen in real use.

Who can use it

Owners, admins and supervisors. Agents and viewers do not see it.

Run a test

While Autopilot thinks, the page shows a progress line. Each test message uses your language model, like any other email or WhatsApp message.

Build up a conversation

Keep replying as the customer to test follow-ups, a second issue in the same thread, or a closing "thanks, that's resolved". Each reply carries the earlier messages, so Autopilot sees the same thread it would see in real use.

For email, tick Start a new thread to send a separate email instead. Start over clears the conversation. A test conversation can have up to 20 messages.

What the panel shows

Select any customer message to see Autopilot's decision for it:

• Decision: a new ticket, added to the existing ticket, reopened, or a new linked ticket. For a message in an existing thread, the panel says why it stayed on that ticket or why a new one opened.
• Category and team, with Autopilot's confidence, and whether it would go to Needs review and why.
• Escalation, when an escalation term or the customer's words trigger one.
• Reply to the customer: Autopilot's answer or the acknowledgement, shown as the branded email or as WhatsApp messages. A reply inside an open conversation gets no automatic reply.
• Why there is no answer, when Autopilot did not answer: the knowledge base does not cover it, it is a complaint or account-specific, the route was not clear, the safety check stopped the draft, or the category is set to suggest.
• Knowledge used, quoted from your knowledge base.
• Personal data masked before the language model saw the message, and the text it received.
• Full decision trail, step by step.

Shadow and paused mailboxes

If the mailbox or WhatsApp channel is not Live, Test as if Live shows what Autopilot does once it is. Turn it off to see what it does now. The setting changes nothing in your workspace.

What a test cannot do

• Data sources are not called on WhatsApp; Autopilot's request for one is shown in the trail instead.
• Pictures and voice messages cannot be tested yet.
• Saving a test conversation as a test case is Coming soon.