Enable AI Answers & KB Articles in BoldDesk Email Alerts

Automatically resolve customer queries by enabling AI-suggested answers and Knowledge Base articles in your email notifications. Follow these steps to set it up:

1. Navigate to Admin > Email Notification > Contacts Tab.

2. Click on the New Ticket Created event.

3. Placeholders related to AI Copilot’s suggested answer and articles:

   • 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 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.

4. You can use the following template to suggest relevant articles to customers:

{% 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

Once configured, AI will automatically resolve new tickets by suggesting relevant articles. You can also use conditional logic with Liquid to customize the content based on whether a Knowledge Base link is present.

• 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.
• If you need to review or refine AI-generated responses before sending them, we recommend using the AI Copilot or AI Assist features directly within the ticket interface available both in 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.