How to Add Data Sources for AI in BoldDesk
BoldDesk’s AI Copilot relies on structured and curated data sources to generate accurate, context-aware responses. You can enhance its performance by adding relevant content through four main methods;
- If an agent lacks permission to access a specific knowledge base, the AI will exclude that content from its responses—even if it exists.
- AI Copilot analyzes the most recent comment in a ticket to generate a reply. The AI will only consider the most recent question if you have several follow-up questions in a ticket.
- BoldDesk uses Azure OpenAI to provide this service, meaning the AI might give incorrect responses. Therefore, the agent needs to verify the AI-generated information before posting.
- Azure OpenAI, as used in BoldDesk’s AI Copilot, generates responses based on:
- Relevant Knowledge Base (KB) articles.
- Other configured sources such as custom answers and uploaded files.
- Azure OpenAI does not have access to external data or any information beyond what is provided within the BoldDesk environment and configured sources.
- The AI permits a maximum of 4096 tokens, roughly equivalent to 12,000 characters. We advise creating separate Knowledge Bases (KBs) for distinct topics instead of combining multiple topics into a single KB.
1. Knowledge Base Articles (KB)
BoldDesk allows you to create structured Knowledge Base (KB) articles that not only serve your customers and agents, but also act as valuable data sources for the AI. These articles help the AI deliver accurate, context-aware responses by referencing published content. Please refer here on creating and managing articles for more details
How to Create a KB Article
- Log in to the BoldDesk Agent Portal.
- Navigate to the AI Module > under Content > Click KB Articles.
- After clicking on KB Articles, you will be redirected to the KB module.
- Under the KB module, click Create > Then select Article.
- Fill in Article details.
- Publish the Article.
- BoldDesk does not impose any limits on the number of articles you can create in the Knowledge Base.
- The AI permits a maximum of 4096 tokens, roughly equivalent to 12,000 characters. We advise creating separate Knowledge Bases (KBs) for distinct topics instead of combining multiple topics into a single KB.
2. Questions and Answers (Q&A)
Questions and Answers act as a data source for the AI Copilot/AI Agent and are not directly visible to end users. You can include FAQ-type questions and answers to help the AI Copilot/AI Agent in addressing those queries. Learn more on How to Create Questions and Answers for AI.
How to Add Q&A Entries
- Navigate to AI module > Knowledge source > Q&A
- Click the Add Q&A button.
- Fill out the question-and-answer fields.
- To finish, click the Publish button. Once published, the Q&A will be integrated into the AI knowledge source.
There are no limits on the number of questions and answers that can be added.
3. Web Pages
BoldDesk’s AI can be trained using external web pages, allowing it to pull relevant information from your website or documentation portal. This helps the AI respond more accurately to customer queries by referencing real-time content.
How to Add a Web Page
- Log in to the Agent Portal.
- Go to AI Module → Knowledge Source → Web Pages.
- Click Add Web Page.
- Select the Brand, enter the URL, and set the Access Scope (Private or Public).
- Click Add & Sync to begin the integration.
Learn more on How to Make Your Site Reliable for AI Support.
- Only URLs that are publicly accessible will be processed. Private or protected URLs will be excluded.
- Providing a root domain, such as https://www.bolddesk.com/, will result in the processing of all pages within that domain. If a specific path is provided, such as https://www.bolddesk.com/pricing, only the nested pages within that path (for example, https://www.bolddesk.com/pricing/team-based) will be processed. Other URLs will not be crawled.
- Additionally, during crawling, only links to pages within the same domain will be considered. Links to external domains will be disregarded.
- Sitemap URLs can also be utilized, and they will be processed accordingly.
- To simplify whitelisting and approval through the robots.txt file, we provide a dedicated user agent, BoldDesk-Bot. If you have restrictions in place for external crawlers, you can grant access to BoldDesk by whitelisting this specific user agent.
- BoldDesk has imposed limits on how many Web pages one can add. Trial Users: A maximum of 50 web pages can be added. Active Users: A maximum of 10,000 web pages can be added.
- To remove URLs from the AI’s knowledge base, navigate to AI → Web Pages, select the relevant website, and delete the URLs from the displayed list. Once deleted, the AI will no longer index, retrieve, or reference content from these URLs in any future interactions. This procedure ensures that outdated, irrelevant, or undesired information is excluded, thereby maintaining the accuracy, relevance, and integrity of the AI’s responses.
4. File (PDF)
BoldDesk allows you to enrich its AI by uploading files that serve as knowledge sources. These files are processed and indexed to help the AI respond accurately to user queries.
How to Add a File
- Log in to BoldDesk Agent portal.
- Navigate to AI Module → Knowledge Source → Files.
- Click on ‘Add File’.
- Choose the Brand, set the Access Scope (Private or Public), and upload the file.
- Then click ‘Add File’ to save.
- The system currently supports uploading files in PDF format only. Please ensure that your documents are clear, well-structured, and relevant to enhance AI processing and response accuracy.
- Only files that are publicly accessible will be processed. Private files will be excluded from the end user’s update.
- BoldDesk has imposed limits on how many files one can add. Trial Users: A maximum of 5 PDF documents can be added. Active Users: A maximum of 100 PDF documents can be added.
- The data sources added can be used in both the Web App and the Mobile App; however, they can only be added through the Web Application.
- Currently, BoldDesk AI cannot generate responses from previous tickets or emails. However, you can convert frequently used email replies into Knowledge Base (KB) articles. Once published, the AI can reference these articles to provide accurate answers to similar questions in the future.
Frequently Asked Questions (FAQs)
Q. What types of content can be used as AI data sources?
KB articles, Q&A entries, web pages, and PDF files.
Q. Can I control who sees the data sources?
Yes. You can set access scopes to Private (internal only) or Public (visible to all).
Q. What happens if a data source is deleted?
The AI will no longer reference or retrieve content from deleted sources.
Q. Does the AI access external websites or the internet?
No. The AI only uses data explicitly added to BoldDesk.
Q. How can I ensure the AI gives accurate answers?
Keep your data sources up to date, well-structured, and topic-specific. Always review AI responses before sending.
