How to Create and Use Custom Prompts in AI 2.0
Custom Prompts in AI 2.0 are reusable AI instructions that you can configure in AI Copilot and run from tickets to perform specific tasks. These prompts help agents complete repetitive tasks more efficiently by generating AI-powered responses based on the prompt you define.
You can use Custom Prompts for tasks such as:
- Reviewing agent replies
- Summarizing ticket conversations
- Detecting customer sentiment
- Generating structured responses based on ticket content
Prerequisites
- Ensure Manage AI Copilot permission is enabled and Manage Custom Prompts is checked for the user. When Manage AI Copilot is enabled, Manage Custom Prompts is enabled automatically by default unless you uncheck to disable it.
- AI Copilot must be enabled. Explore How to Enable or Disable AI Copilot in BoldDesk
- The user must have AI Copilot access control assigned to them. Explore AI Copilot Access Control for Agents in BoldDesk
How to Create a Custom Prompt in AI 2.0
To create a Custom Prompt:
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In the BoldDesk agent portal, select the AI module from the left navigation menu.
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Under AI Copilot, select Custom Prompts.
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Click Create Prompt.
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In Title, enter a name for the Custom Prompt.
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In Prompt, enter the instruction that AI should follow when the prompt is executed.
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If the prompt needs to use ticket-specific information, click Insert Placeholders and add the required ticket placeholders.
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In Creativity, select the required response style:
- Low
- Normal
- High
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Click Create. The Custom Prompt is created and added to the Custom Prompts list in AI Copilot.
Custom Prompt Fields and Behavior
| Field / control | Description | Required | Supported values / behavior |
|---|---|---|---|
| Title | Display name of the Custom Prompt in the Custom Prompts list and in ticket execution menus. | Required | Text value entered by the user. |
| Prompt | Instruction text that the AI uses to generate the output. | Required | Free-form instructions written by the user. |
| Insert Placeholders | Adds ticket placeholders to the Prompt so the Custom Prompt can use ticket content dynamically. | Optional | Inserts ticket placeholder tokens into the Prompt. |
| Creativity | Controls how exploratory the AI response should be. | Required | Low, Normal, High. |
| Create | Saves the Custom Prompt and makes it available in the Custom Prompts list. | Required (action) | Creates the Custom Prompt. |
How to Use the Custom Prompt
After creating the Custom Prompt, you can run it from the ticket details page. To use the Custom Prompt:
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Open the required ticket.
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Go to the AI Prompt Actions option on the ticket details page.
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Select the Custom Prompt that you created.
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The selected Custom Prompt runs and opens the generated response in the AI Prompt Actions panel. From this panel, you can review the result, click Regenerate to generate a new response, or click Copy and Close to use the output.
The AI generates a response based on the instructions and placeholders configured in the prompt.
Exporting Custom Prompts
The Export Custom Prompts feature allows administrators to download and save configured AI prompts for backup, documentation, migration, or reuse purposes. This helps maintain consistency across environments, simplifies prompt management, and enables teams to share and deploy custom AI configurations more efficiently. Follow the steps below to export custom prompts.
- In the AI Center, click on Custom Prompt under AI Copilot.
- Click on the export option. The configured custom prompts will be exported in Excel format. The exported custom prompt contains these fields: Custom Prompt ID, Custom Prompt Title, Last Modified By, and Last Modified Date.
Check the GIF below for more insights.
Troubleshooting
I cannot create or see the Custom Prompts tab in AI Copilot
- Verify the user has Manage AI Copilot permission.
- Verify Manage Custom Prompts is enabled for the user. Manage Custom Prompts is enabled automatically when Manage AI Copilot is enabled, but it can be manually unchecked.
I cannot see or run my Custom Prompt from the ticket
- Confirm the Custom Prompt exists in AI Center → AI Copilot → Custom Prompts.
- Confirm you are running the Custom Prompt from the ticket details page under AI Prompt Actions.
The generated output does not include expected ticket information
- Edit the Custom Prompt and confirm the Prompt includes the required ticket placeholders using Insert Placeholders.
- Run the Custom Prompt again from the ticket after saving updates.
Frequently Asked Questions
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What are Custom Prompts in AI 2.0?
Custom Prompts are reusable AI instructions created in AI Copilot and run from tickets to generate AI output for specific tasks such as summarisation, response review, sentiment detection, or structured response generation. -
Where do I create Custom Prompts?
Create Custom Prompts in Agent portal → AI → AI Copilot → Custom Prompts → Create Prompt. -
What permissions are required to manage Custom Prompts?
The user must have Manage AI Copilot enabled. Manage Custom Prompts must also be enabled (it is enabled automatically by default when Manage AI Copilot is enabled, unless unchecked). -
Where do agents run Custom Prompts?
Agents run Custom Prompts from the ticket details page using AI Prompt Actions. -
What do placeholders do in a Custom Prompt?
Placeholders insert ticket data into the Prompt dynamically. When the Custom Prompt runs, BoldDesk replaces the placeholders with the corresponding ticket values. -
What does the Creativity setting change?
Creativity controls response variability: Low produces more focused output, Normal is balanced, and High is more expansive. -
Can I regenerate a Custom Prompt output?
Yes. After running a Custom Prompt, select Regenerate in the AI Prompt Actions panel to generate a new output. -
How do I use the generated output after running a Custom Prompt?
Select Copy and Close in the AI Prompt Actions panel to copy the generated output for use in ticket replies or other ticket writing workflows.
