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.
How to Create a Custom Prompt in AI 2.0
To create a Custom Prompt:
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Go to AI Center in BoldDesk.
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Click AI Copilot.
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On the AI Copilot page, click the Custom Prompts tab.
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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.
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 (it is enabled automatically when Manage AI Copilot is enabled, but confirm it is still checked).
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 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 values via Insert Placeholders.
- Re-run the Custom Prompt from the ticket after updating the prompt content.
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 tasks like summarization, response review, and sentiment detection. -
Where do I create Custom Prompts?
Create Custom Prompts in AI Center → AI Copilot → Custom Prompts → Create Prompt. -
What permissions are required to manage Custom Prompts?
A user must have Manage AI Copilot enabled. Manage Custom Prompts must also be enabled (and is enabled automatically by default when Manage AI Copilot is enabled). -
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 placeholders with the corresponding ticket values. -
What does the Creativity setting change?
Creativity controls response variability: Low is more focused, 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 reuse the generated output in a ticket workflow?
After running the Custom Prompt, select Copy and Close in the AI Prompt Actions panel to copy the generated output for use in ticket responses or notes.
