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:
Get more feedback with automated detection of feature requests
Organize feedback with an inbox that surfaces new items with quick actions
Identify spam with automated spam detection
Automate actions with a trustworthy tool
This article covers:
The Autopilot Tab
The Autopilot view should be available to you in your admin navigation.
Enabling Autopilot
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:
Gong (Beta)
The Canny API's AI endpoint
Posts submitted within Canny directly
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: 1,000+ (contact us for Business plan pricing)
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.
Autopilot processes conversations from newest to oldest.
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Keywords: auto, auto-pilot