Configuring AI Actions in BoldDesk for Real-Time API Integration with AI Agent and Copilot

AI Actions in BoldDesk empower administrators to configure AI agents and the AI Copilot to interact with external APIs and execute real-time tasks, such as canceling or returning orders. This functionality helps automate repetitive processes without requiring human intervention. This guide offers a detailed step-by-step tutorial for setting up and tailoring AI Actions to align with your business requirements.

Steps to Configure AI Actions

1. Navigate to AI Actions

• Go to Admin > Artificial Intelligence > AI Actions.
• Here, you can view existing system actions and enable or disable them based on your requirements.

2. Create AI Actions

• Click the Create Action button to add a new AI Action.
• Configure the following settings:
  • Brand Applicability: Select which brands the AI Action applies to.
  • AI Usage: Specify whether the AI Action is available for AI Copilot, AI Agent, or both.

3. Collect Data from Users

• In the Collect Data section, define the necessary inputs or data points that need to be gathered from the user during a chat interaction.

4. Configure API Request

• In the API Request section:
  • Provide the external API endpoint details.
  • Add required headers and authentication information.
  • Ensure that API parameters align with the collected user data.

5. Test the API Response

• Use the Test Response feature to verify the API integration.
• Ensure the returned data meets expectations and aligns with the configured settings.

6. Configure Data Access

• In the Data Access section:
  • Specify which parts of the API response should be utilized by the AI (e.g., specific properties or the full response).
  • Apply filters to refine the data for optimal usage.

7. Preview

Use this preview chat window to test the Action in a real-time chat environment before deploying the changes to production.