Setting Up AI Actions in BoldDesk: API & MCP

BoldDesk now supports API and Model Context Protocol (MCP), bringing smarter, more personalized automation to your support workflows. These features enable administrators to configure AI Agents and the AI Copilot to interact with external APIs and perform real-time tasks such as canceling or returning orders without manual intervention.

API Action are customizable, prompt-driven tasks that can be set up directly from the ticket details page. They allow support agents to respond intelligently to customer queries and automate repetitive operations. Through API integration, agents can connect to external systems to:

• Cancel or return orders
• Update user information
• Fetch real-time data

MCP (Model Context Protocol) Server enhances AI accuracy by providing contextual awareness. It helps the AI agent understand user intent and session details.

By leveraging this context, MCP ensures that AI-driven actions are both relevant and precise, improving the overall support experience.

Steps to Configure API Actions

1. Navigate to AI Actions

• Navigate to AI module > 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.
• Upon clicking, you will be presented with two options:
  • API Action
  • MCP Server
• Select the API Action option to proceed with direct API integration.
• Configure the following settings:
  • AI Usage: Specify whether the AI Action is to apply to AI Copilot, AI Agent, or both.
  • Brand Applicability: Select which brand(s) the AI Action applies to.

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 is accurate, matches 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 better results.

7. Preview

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

8. Publish or save as draft

• Choose Publish to go live or Save as Draft to continue editing later.

Steps to Configure MCP Server

1. Navigate to AI Actions

• Navigate to AI module > 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.
• Upon clicking, you will be presented with two options:
  • API Action
  • MCP Server
• Select the MCP Server option to proceed with direct API integration.

3. Connect remote MCP server

• In the Connect remote MCP server section, input server URL to connect and manage external model actions.
• Option to add key value pair to specify the API endpoint that should be called to access data or be sent updates. You can pass AI Agent attributes in the URL or request body.

4. Load Action

• Add the action that needs to be performed.

5. Preview

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

6. Publish or save as draft

• Choose Publish to go live or Save as Draft to continue editing later.