AI Actions: refunds, account fixes & resets — with approval

Beyond drafting replies, PilotPM can propose the action a ticket needs — and never runs anything sensitive without a human.

What it can propose

Depending on your setup and connected tools, PilotPM can propose to: issue a refund, unlock or fix an account, restore a subscription, verify a purchase, or send a password-reset link.

Human approval, always

Anything that touches money or is hard to reverse is only ever planned by the AI and waits in the Approvals queue for a person to approve, edit, or reject. Nothing money-touching runs on its own.

Refunds are extra-safe

For a refund, the AI figures out the exact charge and amount and parks a proposal; a human approves the exact amount before any money moves. Refunds also stay in dry-run until you explicitly switch real refunds on.

You control it

In AI Intelligence, turn AI Actions on with a master switch, enable each capability individually (all default-off), and decide who can approve money actions. Account changes (like a password reset) are always delivered to the customer's own verified account — never shown to an agent.