Overview of AI Copilot Features in BoldDesk AI 2.0
AI Copilot is BoldDesk’s built-in AI assistant that helps support teams work more efficiently by automating routine tasks, improving response quality, and enabling faster issue resolution. Whether you’re handling customer tickets, creating knowledge base articles, or managing support workflows, AI Copilot provides intelligent assistance to help agents deliver exceptional customer experiences.
Prerequisites
Before using AI Copilot, ensure that:
- AI Copilot is enabled in your BoldDesk account. Explore How to Enable or Disable AI Copilot in BoldDesk.
- Your user account has the Manage AI Copilot permission.
- You have been assigned an AI Copilot license or seat. Explore AI Copilot Access Control for Agents in BoldDesk.
Accessing AI Copilot Features
AI Copilot features are available in the AI module. From this page, you can access Copilot tools such as Response Generator, Field Prediction, Sentiment Analysis, Thank You Detector, Auto-Merge Tickets, Writing Assistant, Smart Article Assistant, Copilot License Management and Custom Prompts.
To access AI Copilot features:
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Log in to your BoldDesk account.
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Navigate to AI Center from the left navigation menu.
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Scroll to the AI Copilot section.
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Once the AI Copilot toggle is enabled, select the Copilot feature you want to configure or manage.
AI Copilot Features
The AI Copilot section includes the following features:
| AI Copilot Feature | What the Feature Does? | Reference |
|---|---|---|
| Response Generator | Generates responses from your knowledge sources for tickets, chats, and the customer portal. This helps agents respond faster and enables customers to find answers instantly. | How to Configure and Use AI Copilot Response Generator in BoldDesk |
| Field Prediction | This feature analyzes each ticket and automatically fills field values based on the ticket content. | How to Enable and Configure AI Field Prediction in BoldDesk |
| Sentiment Analysis | Analyzes customer interactions and assigns sentiment scores to help agents identify and prioritize conversations that may need attention. | How to Enable and Configure AI Sentiment Analysis in BoldDesk |
| Thank You Detector | When a customer replies to a resolved ticket with a simple acknowledgement, such as ‘Thanks,’ the AI detects the reply as informational and keeps the ticket closed instead of reopening it. | Prevent Unnecessary Ticket Reopenings with Thank You Detector |
| Auto-Merge Tickets | The Auto-Merge Tickets app is designed to streamline customer support by automatically merging multiple tickets from the same customer into a single ticket. This reduces redundancy and improves efficiency in handling customer queries. | Install and Configure Auto-Merge Tickets Integration |
| Writing Assistant | The writing assistant helps agents improve, refine, and translate responses directly within the editor while working on tickets, chats or knowledge base, enabling faster, clearer, and more effective customer communication. | How to Use AI Copilot Writing Assistant in BoldDesk |
| Smart Article Assistant | AI-powered assistance for creating, improving, and managing knowledge base content more efficiently. | How to Generate Knowledge Base Content Using BoldDesk AI |
| Copilot License Management | Assign and revoke Copilot access for your agents. Copilot helps generate responses, improve writing, and perform actions. Seats are billed per assigned agent. | AI Copilot Access Control for Agents in BoldDesk |
| Custom Prompts | Reusable instructions you can run in tickets to review responses, summarize conversations, detect sentiment, and more, saving time, reducing manual work, and improving productivity. | How to Create and Use Custom Prompts in AI 2.0 |
Best Practices
To maximize the benefits of AI Copilot:
- Review AI-generated responses before sending them to customers.
- Regularly update your knowledge base to improve AI-generated suggestions.
- Use Ticket Summaries to quickly understand lengthy conversations.
- Create Custom Prompts for repetitive support scenarios.
- Utilize Sentiment Analysis to identify high-priority interactions.
- Periodically review AI Copilot access and licensing assignments.
- Monitor AI-generated outputs and provide feedback where applicable.
Frequently Asked Questions
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What must be enabled before an agent can use AI Copilot?
AI Copilot must be enabled for the BoldDesk account, the agent must have an AI Copilot seat assigned, and the agent must have the Manage AI Copilot permission (to manage AI Copilot). -
Where do agents open AI Copilot?
Agents access AI Copilot from AI Center → AI Copilot in the left navigation menu. -
What does the AI Copilot section in AI Center allow administrators to do?
The AI Copilot section is used to enable AI Copilot (via toggle) and open individual AI Copilot tools for configuration or management (for example, Response Generator, Field Prediction, and Copilot License Management). -
How is AI Copilot access granted to agents?
Access is granted using seat-based licensing through the AI Copilot access control and license management workflow. -
What are Custom Prompts used for?
Custom Prompts are reusable instructions that standardize and speed up recurring work such as ticket summarization, response review, sentiment checks, escalation summaries, and structured troubleshooting outputs. -
Does Thank You Detector reopen resolved tickets?
No. Thank You Detector is designed to detect informational acknowledgements (for example, “Thanks”) and keep the ticket closed instead of reopening it. -
Is Auto-Merge Tickets part of AI Copilot?
Yes, Auto-Merge Tickets is an AI Copilot feature in AI Center which requires integration/app that merges multiple tickets from the same customer. -
Which AI Copilot features directly help agents write better replies?
Writing Assistant improves, refines, and translates responses in the editor. Response Generator produces draft responses from knowledge sources.
