Herodesk AI Autopilot is here

We’ve been building towards this for a while.

When we launched the Herodesk AI Agents back in October 2025, it was the foundation. 

You could set up an AI agent, train it on your data, and it would suggest replies for your team to review and send. 

A great first step, but still a human in the loop for every single response.

Today, that changes.

We're launching AI Autopilot - and it's available right now to all Herodesk customers.

What AI Autopilot actually does

The short version: your AI agent can now handle 20-80% of your incoming customer support entirely on its own (depending on question complexity, etc…).

It responds to customers via email, live chat, and social media. 

It looks up order details, finds tracking codes, and - if you want it to - it can take action directly in your backend systems. 

Cancel an order. Edit a delivery address. Put an order on hold. And more…

Not just for Shopify, either. AI Autopilot works across all the integrations we have in Herodesk - Magento, WooCommerce, Shopware, PrestaShop, DanDomain, warehouse- and order management systems, and so on.

And it runs 24/7, responds immediately, and works in any language.

You decide how much it does on its own

This is the part I think a lot of customers will appreciate. You're not forced to go all-in on full automation from day one.

You have three modes to choose from:

Full auto mode. The agent handles everything it can on its own, without waiting for a human to approve anything. Customers get answers instantly, actions get executed, and your team only gets involved when the agent can't handle it.

Approve actions, auto-reply. The agent replies to customers automatically, but if it needs to do something in your backend - cancel an order, change an address - it pauses and waits for a human to approve that specific action first.

Suggested replies only. The agent drafts responses for every incoming message, but nothing goes out until a human reviews and approves it. Same as before, just with the agent doing the heavy lifting on the writing.

Most customers will probably start somewhere in the middle and move towards full auto as they get comfortable with how the agent handles their specific situations.

Training your agent

The agent can only answer based on what it knows. It doesn't use general internet knowledge or look things up on the web - everything has to come from sources you've trained it on.

That sounds like a limitation, but it's actually a feature. It means the agent stays on-brand and on-topic. It won't confuse customers with generic answers that don't apply to your business.

You can train it on your entire website (we index it for you), your Google product feed, previous customer support conversations in Herodesk, your FAQ or help centre, and more. The more context you give it, the better it gets.

Custom prompting for the edge cases

Every business has situations that don't fit a standard playbook. A customer wants a quote above a certain amount. A return needs to follow a specific process. A question touches something sensitive that should always go to a human.

You handle this with custom prompting. Write instructions directly to the agent for how it should behave in these scenarios, and it will follow them. It's the same principle as briefing a new employee - the more clearly you explain the rules, the better they perform.

What happens when the agent can't answer

The agent never leaves a customer hanging. If a question falls outside its knowledge, or touches a topic you've told it not to handle, it forwards the conversation to a human colleague. 

The handoff is seamless and the customer doesn't notice the difference.

This is how it's supposed to work. AI handles the predictable, repetitive stuff. Humans focus on the conversations that actually need a human.

Pricing: you only pay for what works

AI Autopilot is billed per resolution. That means we only charge when the agent actually solves a customer's problem. If it can't resolve something and passes it on to a human, you don't pay for that.

I like this model because it aligns incentives properly. We're motivated to make the agent as good as possible, because that's the only way we get paid. And you're not spending money on attempts that don't work.

It's live now

If you're already a Herodesk customer, you have access to this today. Log in and head to the AI Agents section to get started.

If you've been waiting to try Herodesk until the AI was more capable - this is that moment.

Good customer service has always been one of the biggest competitive advantages a small business can have. 

The problem has always been that it costs time and money to deliver consistently. 

AI Autopilot makes it possible to give every customer a fast, helpful response - even at 2am on a Sunday - without adding headcount.

That's what we've been building towards.