How to Create and Use Custom Prompts
Custom prompts are tasks executed by AI, which can be managed through user-configured prompts to develop personalised actions directly on the ticket details page. These actions allow the creation of AI prompts to carry out tasks such as reviewing agent responses, summarising tickets, or identifying customer sentiment.
Steps to Create a Custom Prompt
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Navigate to Admin Settings
- Go to Artificial Intelligence -> AI Copilot -> Custom Prompts
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Create a New Prompt
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Click the Create button.
- Enter your prompt details. Use ticket placeholders to insert dynamic content.
- Select the creativity of your custom prompt whether low, normal or high.
- Save your prompt.
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Use the Custom Prompt
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Go to the ticket details page.
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Select the created AI Prompt action from the AI Prompt Actions dropdown.
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The prompt will execute and provide the response based on your configuration.
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Frequently Asked Questions (FAQs)
1) What are Custom Prompts in BoldDesk?
Custom prompts are user‑configured AI tasks you create to run directly from the ticket details page. They help automate actions like reviewing agent replies, summarising tickets, or detecting customer sentiment.
2) Where do I create Custom Prompts in BoldDesk?
Go to Admin Settings → Artificial Intelligence → AI Copilot → Custom Prompts, then click Create.
3) What types of tasks can Custom Prompts perform in BoldDesk?
Typical uses include reviewing agent responses, summarising ticket content, and identifying customer sentiment.
4) How do ticket placeholders work in a prompt?
When entering prompt details, you can insert ticket placeholders to pull dynamic data (e.g., ticket subject, description, latest reply) so the AI uses the current ticket’s context.
5) What does the “Creativity” setting (Low/Normal/High) control?
Creativity controls how exploratory or conservative the AI’s output is:
- Low → concise, strictly focused responses
- Normal → balanced output
- High → more varied, expansive phrasing
6) How do I run a Custom Prompt on a ticket?
Open the ticket details page, select the created AI Prompt action from the AI Prompt Actions dropdown, and the prompt will execute based on your configuration.
