Overview
Pilot AI is the assistant built into Pilot LMS. With the Slack connection, your team can ask it questions without leaving Slack: look up a case, check what's overdue, see which customers need a call, or ask for a chart.
Pilot answers as the person who asked. It uses their own role and permissions, so it can never show more than they could see in the app, and it only changes something after that same person presses Approve.
The same Slack connection also delivers reports, dashboard subscriptions, alerts and workflow messages to your channels. This article covers the question-and-answer side.
What you can ask
Ask in plain language. For example:
Cases: "Summarize case 2610000047", "What's the production status for case 2610000047?", "Show me all overdue cases"
Customers: "Which customers are most at risk of churning right now?", "Which customers have grown the most in the last 90 days?"
Charts and reports: "Graph my open cases over time." Pilot saves the chart as an Insight, posts the image in the thread and links to the Insight.
Inbox and tasks: "What messages have been sent on case 2610000047?"
Learning Pilot: "How do I set up a pricelist?"
Changes: "Add the Priority Case tag to case 2610000047." Pilot shows an Approve and a Reject button. Nothing happens until you press Approve.
Type /pilot help in Slack to see these examples at any time. Only you see the reply.
Set it up (administrators)
You need the Lab Settings permission to connect Slack. You only do this once per Slack workspace.
Go to Settings → Integrations → Slack and choose Connect Slack.
Approve the permissions Slack shows, and choose the workspace.
Under Where Pilot AI answers questions, choose where Pilot may answer (see below).
To use Pilot in a channel, add it: type
/invite @Pilotin that channel. Direct messages need nothing more.
If you connected Slack before this feature, choose Reconnect Slack once so Slack can grant the new permissions.
Where Pilot AI answers
Answers can include patient details, and anything posted in a channel is visible to everyone in it. Because of that, Pilot answers in direct messages only until you change the setting:
Direct messages only (the default)
Direct messages and private channels
Anywhere Pilot has been added
Pilot never answers in a channel that is shared with another organization (Slack Connect). Check that your Slack plan and your agreements with customers allow patient information in Slack before you widen the setting.
Get started (everyone)
Send Pilot a direct message, or mention it (
@Pilot) in a channel it has been added to.The first time, Pilot sends you a private link: Connect your Pilot account. Open it, sign in to Pilot LMS and confirm. The link works for 10 minutes. In a channel, only you can see it.
Ask your question. Reply in the thread to keep going. You don't need to mention Pilot again.
Pilot first posts "Looking into it…" and then replaces it with the answer. Answers usually take a few seconds to half a minute.
Approving a change
When a question needs a change, Pilot posts a card under its answer that says what it will do, with Approve and Reject buttons.
Only the person who asked can press them.
The change runs as that person, with their role. If their role doesn't allow it, it is refused.
The card works once, and expires after an hour. Ask again to get a new one.
Commands
/pilot help: how to use Pilot in Slack, with examples/pilot link: connect your Pilot account/pilot whoami: see which Pilot account you're connected as/pilot unlink: disconnect your Slack user from your Pilot account
Only you see the replies to these commands.
Credits and limits
A question asked in Slack uses Pilot AI credits exactly like a question asked in the app. Your lab's balance and spend limits (including per-user limits) under Settings → AI Usage apply. See the article "Pilot AI usage credits: spend limits, buying credits and auto-reload".
The
/pilotcommands don't use credits.Each person can ask up to 5 questions a minute and 40 an hour. If you go over, Pilot tells you privately and you can ask again shortly.
Disconnecting
Yourself: type
/pilot unlinkin Slack.Someone else: an administrator can remove a person from the list under Settings → Integrations → Slack → Pilot AI in Slack.
The whole workspace: choose Disconnect on the same page. Reports, alerts and workflow messages that post to that workspace stop until you connect again.
Troubleshooting
Pilot doesn't answer in a channel. Make sure Pilot was added with
/invite @Pilot, that you've connected your account (/pilot whoami), and that your administrator allows answers in that kind of channel."I only answer in direct messages here." Your lab limits where Pilot answers. Message Pilot directly, or ask an administrator to change the setting.
The connect link has expired. Links work for 10 minutes. Type
/pilot linkfor a new one."Needs reconnecting" on the Slack page. Pilot was removed from the workspace or its permissions changed. An administrator chooses Reconnect Slack.
Pilot says it can't do something. Your Pilot LMS role may not allow it. Ask an administrator, or do it in the app.
I pressed Approve and nothing happened. Only the person who asked can approve, and the buttons expire after an hour. Ask again.
Frequently asked questions
Who can use it?
Anyone in your Slack workspace with a Pilot LMS login whose role can use Pilot AI.
Does it read my private messages?
Pilot only responds to messages sent to it: direct messages, messages that mention it, and replies in threads it has already answered in. In channels it has been added to, it ignores everything else and doesn't keep it. It can't see direct messages between other people.
Can it change anything without me?
No. Changes only run after the person who asked presses Approve.