Enabling AI Agent in Live Chat
The AI Agent enhances live chat by handling customer queries with automated responses. Once enabled by an admin, it operates 24/7, even outside business hours, ensuring continuous support and reducing human agent workload.
Steps to Enable AI Agent in Live Chat
- Customize the AI Agent settings based on your requirements. Refer to this article for detailed instructions on configuring the AI Agent in BoldDesk.
- Go to Admin > Chat > Live Chat.
- Select an existing widget or click Add Widget to create a new one.
- In the General tab, toggle on the “Enable AI Agent” option.
- Choose the handover options Auto-assign to AI agent to automatically take over customer conversations upon creation or Manual handover to manually transfer conversations to the AI agent via workflows.
If a workflow is configured and AI Auto-Assign mode is selected, both AI messages and workflow messages will reply in parallel within the conversation. To avoid this, the best approach is to use Manual Handover when a workflow is configured. If no workflow is configured, you can continue with Auto-Assign.
- Select the appropriate AI agent to map with the widget.
A widget can be mapped to only one AI Agent.
- Click Update to save the changes.
The AI Agent leverages conversation history, knowledge base (KB) documents, custom answers, files, and web pages to provide relevant responses to customer queries. Refer to this article for more details.
AI Agent Behavior
- The AI Agent responds to customer queries automatically, including outside business hours.
- For each response (except greetings, thank-you messages, or welcome responses), customers see the following options:
- Talk to a Person – Reassigns the conversation to a human agent.
- That Helped – Marks the conversation as resolved.
- If a human agent takes over a conversation, it cannot be reassigned back to the AI Agent.
- The AI Agent stops responding once a conversation is taken over by a human agent.
Handling Offline Hours
The AI Agent will be active 24/7 to manage customer conversations. If a customer starts a conversation outside business hours, the AI will pick up the conversation and respond.
- If the contact form is not enabled, the AI Agent will continue to handle all customer conversations throughout the session without offering a form-based escalation option.
- If the offline form is enabled, the customer will be presented with a Contact Form option within the response, which they can use to submit a ticket for further assistance. The label of the contact form button can be customized to reflect the intended action (e.g., “Create Ticket,” "Request Support,” “Submit Inquiry”).
- The offline message configured in the widget is displayed along with the Contact Form option when the customer sends a message indicating the need to speak with a human agent.
Enabling AI Agent in Live Chat to the Customer Portal
Once you have configured the AI Agent in the live chat widget, you can add the Live Chat to the customer portal.
Go to Admin > Customer Portal > Customization and paste the following custom JS code. Refer to this article for more details on where to paste the JS code: Advanced Customization.
Custom JS Code
const script = document.createElement("script");
script.src = `https://{{yourdomain}}/chatwidget-api/widget/v1/{{chatwidgetId}}`;
document.head.appendChild(script);
After adding the Live Chat widget to the Customer Portal
Enabling AI Agent in Live Chat to an External Site
Once you have configured the live chat widget and embedded the AI Agent, you can add the AI Agent to an external site. Please refer to this article for more details on how to add the AI Agent in live chat to the external site.
