Autopilot (formerly Inbox)

More information on Canny's AI-powered Autopilot functions

Jacques Reulet avatar
Written by Jacques Reulet
Updated this week

Overview

Autopilot is Canny's AI-powered suite of tools to automate the process of collecting, organizing, and refining feedback.

  • Connect a source to have Canny automatically extract feedback from the tools you're already using.

  • Automate merging duplicate posts and dealing with spam.

  • Improve feedback using Smart Replies

  • Summarize user input on an idea using Comment Summaries


The Benefits:

  1. Get more feedback with automated detection of feature requests

  2. Organize feedback with an inbox that surfaces new items with quick actions

  3. Identify spam with automated spam detection

  4. Automate actions with a trustworthy tool


This article covers:


The Autopilot Tab

The new Autopilot view should be available to you in your admin navigation.


Manual vs Automated

In the Autopilot tab in your Canny settings, you can choose between using Autopilot manually or automating Autopilot actions.

Manual

This option will mean that Autopilot surfaces suggestions, but your team must go to the

Autopilot inbox to approve actions manually:

-

Automated

Enabling automated actions will turn the Autopilot tab into an audit log where you can review actions taken by Canny Autopilot rather than an approval queue where manual actions need to be taken.

Enabling automated actions will allow Canny to automatically:

  • Create new posts (select which board will receive newly-created posts from the

    Autopilot tab in your Canny settings)

  • Merge duplicate posts

What's not automated:

  • Autopilot will NOT automatically mark a post as spam. Posts that are identified as likely spam are surfaced for your team to take action.

This will turn the Autopilot inbox into an audit log of actions taken. Your team will review what Autopilot has already done. Just select the board Autopilot will use when creating new posts.

Here, you can choose whether to instead merge or delete posts that Autopilot has created and review what actions Autopilot has taken.

Autopilot will NOT take automated action to:

  • Keep a newly-created user post

  • Mark a post as spam


Sources

A "source" is a connected integration that Canny Autopilot is monitoring to extract any potential feedback opportunities, identify likely spam, and automatically merge duplicate posts.

Autopilot can extract insights from:

Connected sources are listed in the left-hand column:

Things to note about sources:

  • PII (Personal Identifying Information) fields are not processed by AI.

  • Conversations are only processed after they are closed out in Intercom, Zendesk, etc.

  • When first connecting an integration, Canny will process closed conversations from the previous 30 days

  • New conversations will be processed as older suggestions are resolved

  • In Intercom only: If a support rep manually tracks feedback, Canny will skip processing that conversation


Credits

1 Autopilot Credit = $0.10 (USD)

Every Autopilot-enabled action uses credits. All plans include a set number of credits to use each month:

  • Free: 25

  • Starter: 100

  • Growth: 500

  • Business: Contact us

Additional credits can be purchased in groups of 100 credits at a time.

When is a credit used?

  • Text conversation is processed by Autopilot (regardless of whether it results in a suggestion): 1 credit

    • A credit is charged regardless of whether the conversation results in a suggestion.

    • So if I have 100 Intercom cases in a month, that will use 100 credits, even if only 50 suggestions were generated after Autopilot processed them.

  • Audio call is processed by Autopilot: 5 credits

    • A credit is charged regardless of whether the conversation results in a suggestion.

    • So if I have 100 Gong calls in a month, that will use 500 credits, even if only 50 suggestions were generated after Autopilot processed them.

  • A Smart Reply is generated: 1 credit

  • A Comment Summary is generated: 1 credit

  • Spam identification does NOT use up credits.

Credit billing

  • Additional credits can be purchased in groups of 100 credits at a time.

  • Limits on additional credits can be set to prevent overages

  • Credits do not roll over month-to-month. The limit is reset with each billing cycle.

  • A credit card is required to be on file for additional credits.

  • Discounts do apply to credits. The only exception is the early-stage startup discount. The early-stage discount will not apply to your Autopilot credits.


Manual Operations:

1. Review suggestions to create a new post from a source

Autopilot will look through your conversations with clients and extract relevant suggestions to add feedback.

Actions

  • Thumbs up (馃憤): Create the post

    • NOTE: Creating a post does not notify the end-user in any way

  • Thumbs down (馃憥): Do not create the post. Take no action and dismiss this suggestion

  • Add vote to other post (路路路): Add this as a vote (with the text as an internal comment) to an existing post

2. Review newly-created posts

When a new post is created in Canny by an end-user, it will automatically appear in Autopilot with Canny as the source. Posts created by fellow Canny admins will NOT be surfaced in the Autopilot tab.

This way, your team can easily approve, delete, or merge newly-created posts. To be clear, this will not prevent the post from appearing on the board instantly when the user creates it. This is only for review purposes.

Actions

  • Thumbs up (馃憤): Keeps the post on the board (Again, the post already exists)

  • Thumbs down (馃憥): Delete this post from the board

  • Add vote to other post (路路路): Add this as a vote (with the text as an internal comment) to an existing post

3. Merge Duplicate Posts

Autopilot will automatically identify posts that are likely duplicates and recommend them for merging. This can be automated, so that Canny will simply merge new duplicates into existing posts, then you can review the Autopilot page as an audit log rather than a queue awaiting your action.

Actions

  • Thumbs up (馃憤): Merge the new duplicate into the older existing post

  • Thumbs down (馃憥): Dismisses the suggestion with no action. Both posts will stay on the board as separate posts. Nothing is deleted.

  • Add vote to other post (路路路): Merge the newly-created post to a different existing post.

4. Spam Identification (does not use up credits)

Canny will analyze posts for potential spam. The "Confidence" column indicates how confident Canny is that this is spam. The higher the confidence, the more sure the system is that this is spam.

Actions:

  • Mark as spam:

    • Delete the post

    • Delete all other posts, votes, or comments by that user

    • Delete the user's profile from Canny

    • Block that IP address from posting again

  • Not spam: Leave the post on the board

  • Delete post: Simply delete that post without taking any further action on that user


Filters

Limit the view of the Autopilot page as needed. If there are multiple people processing the Autopilot inbox, it will likely make sense to use filters.

Want different filters? Please comment on this post.


The Autopilot API Endpoint

An AI endpoint is available on the Canny API here if you'd like to programmatically send feedback to Canny for processing. Each call to the AI endpoint will use 1 credit.

Use the AI endpoint to extract feedback from places like:

  • App store reviews

  • Social media

  • Emails

  • Call transcripts

  • ... and more!


Things to note

  • Canny will only sync data from conversations where the most recent interaction occurred within the last 30 days.

  • Canny only syncs new conversations if the inbox has less than 100 pending items. So as you go through the inbox, new drafts will keep coming in.

  • If a post is marked as closed or complete, Canny will automatically dismiss any pending Autopilot suggestions related to them.

  • Discounts do apply to credits. The only exception is the early-stage startup discount. That discount will not apply to your Autopilot credits.

  • Autopilot is only visible to admins with the Owner or Manager admin role.

  • Identifying spam posts does NOT use up credits.

  • An AI endpoint is available on the Canny API here if you'd like to programmatically send feedback to Canny for processing.


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