Configure Email Notifications with AI Copilot KB Suggestions
Enhance customer experience by enabling AI-suggested answers and Knowledge Base (KB) articles in your email notifications. This helps customers find solutions faster without waiting for agent responses.
Follow these steps to set it up:
Steps to Configure AI Suggestions in Email Notifications
- Navigate to Admin > Email Notification > Contacts Tab.
- Click on the New Ticket Created event.
- Use the following placeholders to include AI-generated content in your email templates:
| Placeholder | Description |
|---|---|
ticket.aicopilot.suggested_answer |
Returns the AI-generated answer based on the user’s query, using sources such as your Knowledge Base, Custom Answers, web pages, or files uploaded for AI use. |
ticket.aicopilot.suggested_articlelist |
Provides a list of relevant KB article links related to the user’s question. |
ticket.aicopilot.suggested_articlelist_count |
Returns the number of suggested articles, useful for adding conditional logic in your email templates. |
Sample Email Template with AI Suggestions
{% if ticket.aicopilot.suggested_articlelist_count != 0 %}
In the meantime, we found the following articles that might help resolve your problem. Please take a look.
{{ticket.aicopilot.suggested_answer}}
{{ticket.aicopilot.suggested_articlelist}}
{% endif %}
Thanks,
{{helpdesk.brand.name}} Team
Use Liquid conditions to ensure AI content only appears when suggestions exist.
Example of an Email Notification Template with AI Suggestions
Email notification with AI Suggested Content
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For AI-suggested answers and Knowledge Base article links to appear in ticket emails, the referenced KB articles must exist in the system and be published. If they are unpublished or deleted, the placeholders will return empty values, and the conditional logic (
{% if ticket.aicopilot.suggested_articlelist_count != 0 %}) will prevent any content from appearing. -
Currently, there is no preview option available for AI-suggested content in email notifications. Since the content is generated and inserted dynamically using placeholders, agents cannot view or edit the AI response before the email is dispatched.
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If you need to review or refine AI-generated responses before sending them, use the AI Copilot or AI Assist features directly within the ticket interface (available in both the web application and mobile app). These tools allow agents to preview, edit, and approve AI suggestions before they are sent as replies, but not within automated email notifications.
Frequently Asked Questions (FAQs)
1. Can I preview the AI-generated content before the email is sent?
No. Currently, there is no preview option for AI-suggested answers in email notifications. The content is dynamically inserted using placeholders and cannot be reviewed or edited before dispatch.
2. Can I disable AI-suggested content for specific email events or contact types?
Yes. BoldDesk allows you to control AI-suggested content by customizing email notification templates. You can remove AI placeholders (such as ticket.aicopilot.suggested_answer or ticket.aicopilot.suggested_articlelist) from templates for specific events and recipient types (Agent, Contact, or Watcher). There is no global toggle, so changes must be applied per template.
3. Is it possible to customize the formatting of the suggested articles list?
Yes. You can style the output using Liquid logic and HTML within your email template. For example, you can wrap article links in bullet points or add custom headers to improve readability.
4. Why are AI-suggested articles not appearing in my ticket emails?
Ensure that the Knowledge Base articles relevant to the query are published and publicly accessible. AI Copilot only includes published KB articles in its suggestions. Draft or deleted articles will not appear.
5. Can I prioritize certain KB articles in AI suggestions?
Currently, AI Copilot automatically selects the most relevant articles based on the query. Manual prioritization is not supported.
