Configuring BoldDesk Email Notifications to Include AI Copilot Suggested KB Articles

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.

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). This way, you can disable AI suggestions for certain email events or contact types. 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.

Related Articles

Supported Placeholders in Email Templates

How to Manage and Personalize Email Notifications