The AI 2.0 Agent in BoldDesk allows you to automate customer interactions in Live Chat, providing 24/7 support, reducing agent workload, and improving response times.
This guide explains how to enable, configure, and optimize the AI Agent for your Live Chat widget.

Prerequisites

Ensure the following prerequisites are met:

• A published AI 2.0 Agent is available. Explore further instructions about How to Create and Manage AI 2.0 in BoldDesk.
• The AI 2.0 Agent is configured for the same brand as the Live Chat widget.
• AI Credits are active.

How to Enable AI 2.0 Agent in Live Chat

Follow these steps to enable the AI 2.0 Agent in your Live Chat widget:

1. Open Live Chat Settings

   • Go to Admin → Chat → Live Chat

2. Select or Create a Widget

   • Open an existing widget or click Add Widget
     • Existing widget: Brand cannot be changed
     • New widget: Select the required brand (one-time setup)

3. Navigate to AI Agent Settings

   • Open the widget
   • Go to General → AI Agent

4. Enable AI Agent

   • Turn on the AI Agent toggle

5. Choose the Assignment Type
   Select how the AI Agent should respond:

   • Assign to AI 2.0 Agent (Direct)
     AI responds immediately when a chat begins
   • Assign to AI 2.0 Agent (Workflow)
     • AI responds based on configured workflows
     • Recommended when workflows are used to avoid response conflicts

6. Select AI Agent

   • Choose the required AI 2.0 Agent (only published agents appear)
   • Only one AI Agent can be assigned per widget

7. Configure optional settings

   • Action Buttons for AI Response
     • Helpful AI Response
     • Transfer to Agent
   • Thinking Indicator Text
     Example: “Let me check that for you…”

8. Save Changes

   • Click Update to apply configuration
     

     
     
     

Thinking Indicator Text

The Thinking Indicator Text is a temporary message displayed while the AI Agent prepares a response.

• Example messages:

  • “Thinking…”
  • “Let me check that for you…”
    
  
  
  

Behavior:

• Appears immediately after a customer sends a message
• Disappears once the AI response is displayed

This helps customers understand that the AI Agent is actively working on their request instead of leaving the conversation without immediate visual feedback.

How AI Agent Works

The AI Agent generates responses using:

• Knowledge base articles
• Custom answers
• Files and web content

Learn more on How to Add and Manage AI 2.0 Knowledge Sources in BoldDesk.

Workflow Conflicts and How to Avoid Them

Why Conflicts Occur

Conflicts can happen when:

• AI auto-assignment triggers immediately after the customer’s first question.
• At the same time, the workflow begins collecting customer details. If required details—such as an email address—are not provided, the workflow cannot complete successfully.
  In such cases:

  • The AI Agent continues responding in parallel.

  • If the customer selects “Transfer to Agent” before the workflow ends, the chat is handed over to an agent.

    • However, because the workflow remains incomplete, the system does not allow the agent to respond. It will show the error, ‘A reply cannot be sent while the workflow is in progress. Please contact your administrator.’
      
    
    
    

This issue occurs when AI auto-assignment and workflow run simultaneously, and the workflow fails due to missing mandatory information.

How to Prevent Conflicts

To ensure smooth chat transitions:

• Use Assign to AI Agent (Workflow) when workflows are configured
• Ensure required fields (e.g., email) are collected early
• Use Transfer from AI to Agent after workflow completion

This ensures a smooth transition between AI and human agents

Handling Chats During Offline Hours

The AI Agent is always active and can handle conversations 24/7, including outside business hours. Explore how to Configure the Chat Widget to Use Closed Business Hours.
Behavior

• If offline form is disabled
  • AI continues handling conversations
• If offline form is enabled
  • Customers can submit a ticket using a Contact Form
• You can customize form labels:
  • “Create Ticket”
  • “Request Support”
  • “Submit Inquiry”

This ensures customers always have a support option

• 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.
  

  
  
  

Embedding AI Live Chat

After enabling the AI Agent, you can deploy the widget to:

• Customer Portal
  After configuring the AI Agent, you can add the live chat to your customer portal using one of two methods: automatic embedding or custom JavaScript (JS).
  For more insights, learn more on Embedding the BoldDesk Live Chat Widget in the Customer Portal.

• External Websites
  Once you have configured the live chat widget and embedded the AI Agent, you can add the AI Agent to an external site. Learn more on Embedding Live Chat to Your External Website
  

AI Live Chat Widget Integration in WordPress

After you enable the AI Agent in the Live Chat widget and select the required handover mode, you can install that widget on a WordPress site using the widget installation script.

Prerequisite

• Ensure the AI Agent is already created and mapped to the same brand as the Live Chat widget.
• Confirm that AI Credits are active. Without AI Credits, the AI Agent will not respond.
• Make sure you have WordPress Administrator access so you can edit the target page or add site-wide scripts.

Add the Live Chat widget to WordPress

Method 1 — Add the widget to a specific WordPress page

1. In WordPress, open the page where you want the Live Chat widget to appear.
2. Add a Custom HTML block.
3. Paste the BoldDesk Live Chat installation script.
4. Click Update or Publish.
5. Open the page in a new tab and verify that the AI-enabled Live Chat widget appears.

Method 2 — Add the widget site-wide in WordPress

1. Add the BoldDesk Live Chat installation script to your site’s header or footer using your theme settings or a header/footer script plugin.
2. Save the changes.
3. Test multiple website pages to confirm that the Live Chat widget loads consistently.

Frequently Asked Questions

1. Is it possible to disable AI Agent responses for specific departments or brands?
   Yes. You can manage AI Agent availability by configuring separate widgets for each brand or department and enabling/disabling the AI Agent per widget.

2. What happens if the customer abandons the chat during workflow collection?
   The workflow remains incomplete, and the chat session will not transition to an agent unless manually reassigned.

3. Can I restrict AI Agent responses to business hours only?
   No. The AI Agent operates 24/7 by design, but you can configure workflows to manage escalation during business hours.

4. How do I integrate BoldDesk AI Agent support into a Django project?
   To integrate the BoldDesk AI Agent with Django, configure your Live Chat along with the AI Agent and install it into your Django template. The BoldDesk AI Agent will then operate automatically within the widget.
   If required, expose the Django API endpoints and map them as AI Actions in BoldDesk, enabling the AI Agent to execute backend tasks through the chat.

Related Articles

1. Handling AI-Powered Conversations
2. Customising the Start Chat Experience in the Live Chat Widget