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.
• You have been assigned an AI Copilot license or seat.
• Your user account has the necessary permissions to access AI Copilot features.

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, Duplicate Finder, Writing Assistant, Knowledge Base Assistant, Copilot License Management and Custom Prompts.

To access AI Copilot features:

1. Log in to your BoldDesk account.

2. Navigate to AI Center from the left navigation menu.

3. Scroll to the AI Copilot section.

4. Select the Copilot feature you want to configure or manage.

   

The AI Copilot section includes the following features:

• Response Generator: Drafts fast and accurate replies for tickets and chat from your knowledge sources.
• Field Prediction: Reads each ticket and fills in the right field values automatically.
• Sentiment Analysis: Scores customer tone so agents know who needs urgent attention.
• Thank You Detector: Stops a ticket from reopening when a customer only replies with a thank-you message.
• Duplicate Finder: Merges multiple tickets from the same customer into a single ticket.
• Writing Assistant: Rewrites, corrects, and translates text directly in the editor.
• Knowledge Base Assistant: Creates, summarizes, and SEO-optimizes knowledge base articles.
• Copilot License Management: Assigns and tracks which agents have a Copilot seat.
• Custom Prompts: Allows you to create your own prompts to control how Copilot responds for recurring tasks.

Configure

This tab allows users to enable and manage AI Copilot features.

Enabling AI Copilot

To be able to use AI Copilot features, AI Copilot must be enabled. Explore How to Enable AI Copilot Features in BoldDesk.

AI Copilot Features

AI Copilot features refer to the functionalities that AI Copilot can perform. They are grouped into three primary categories:

1. Customer Support Assistance
   These features help agents manage tickets more effectively and reduce manual effort.

2. Smart AI Assistant in Editor
   The Smart AI Assistant helps agents improve content directly while composing responses.

3. Smart Article Assistant
   The Smart Article Assistant helps teams create and improve knowledge base content.

Access Control

Access to AI Copilot is controlled through seat-based licensing. To be able to use AI Copilot features, agents must be assigned access to AI Copilot. Explore AI Copilot Access Control for Agents in BoldDesk

Custom Prompts

Custom Prompts allow administrators and support teams to create reusable AI instructions for specific workflows. Common use cases include:

• Ticket summarization
• Response reviews
• Sentiment analysis
• Escalation summaries
• Structured troubleshooting responses

Explore 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

1. 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 permissions that allow access to AI Copilot features.

2. Where do agents open AI Copilot?
   Agents open AI Copilot from AI Center → AI Copilot in the left navigation menu.

3. What is the purpose of the Configure tab in AI Copilot?
   The Configure tab enables and manages the AI Copilot features available in the BoldDesk account.

4. How is AI Copilot access granted to agents?
   AI Copilot access is granted through seat-based licensing using the Access Control section.

5. What are Custom Prompts used for?
   Custom Prompts are reusable AI instructions that standardize output for recurring workflows such as ticket summarization, response review, sentiment analysis, escalation summaries, and structured troubleshooting responses.

6. What are the AI Copilot feature categories?
   AI Copilot features are grouped as Customer Support Assistance, Smart AI Assistant in Editor, and Smart Article Assistant.

Related Articles

1. BoldDesk AI Copilot Features for Customer Support
2. How to Enable and Configure AI Copilot Features in BoldDesk
3. AI Copilot Access Control for Agents in BoldDesk
4. How to Create and Use Custom Prompts in AI 2.0