AI Assist Response Generator helps support agents generate contextual draft responses for tickets and live chats using the knowledge sources configured for the applicable brand.

Response Generator includes AI Assist Agents for the following experiences:

• AI Assist: Generates suggested answers for tickets and live chats.
• Search AI Assist: Helps customers find answers and relevant knowledge articles in the customer portal.
• Suggest-Reply Assist: Generates draft replies for support tickets.

Agents can review generated content, regenerate a response, and insert it into the reply editor before sending it to the customer.

Prerequisites

Before configuring or using Response Generator, ensure that:

• Your organization is subscribed to the Momentum (Legacy) or Enterprise plan.
• Your organization is using AI 2.0.
• AI Credits are available for your organization.
• AI Assist is enabled.
• The administrator configuring the feature has the Manage AI Assist permission.
• Agents who will use Response Generator have been assigned AI Assist access.

For information about assigning access, explore How to Assign AI Assist Access to Agents in BoldDesk.

Enable Response Generator

To enable Response Generator:

1. Open AI Center from the left navigation menu.

2. Scroll to the AI Assist section.

3. Ensure that the AI Assist toggle is turned on.

4. Select Response Generator.

5. On the Response Generator page, turn on the Response Generator toggle.
   

   
   
   

After Response Generator is enabled, its AI Assist Agents become available in their supported channels based on the organization’s configuration and assigned agent access.

Disable Response Generator

To disable Response Generator:

1. Navigate to AI Center.

2. Under AI Assist, select Response Generator.

3. Turn off the Response Generator toggle.
   

   
   
   

After the feature is disabled, Response Generator and its supported response-generation experiences become unavailable.

Disabling Response Generator does not delete the AI Assist Agents or their configured knowledge sources, MCP tools, or API actions.

Understand the AI Assist Agents

The Response Generator page displays three system-managed AI Assist Agents.

AI Assist

Supported channels: Tickets and Chat
AI Assist generates suggested answers for agents working on support tickets and live chats.
The generated response is based on:

• The current customer request.
• The available conversation context.
• The resources configured for the applicable brand’s AI Assist Agent.

Search AI Assist

Supported channel: Customer Portal
Search AI Assist helps customers find answers and relevant knowledge articles through the customer portal search experience.

Suggest-Reply Assist

Supported channel: Tickets
Suggest-Reply Assist generates a draft reply for the ticket reply editor. Agents can review and edit the draft before sending it.

Manage AI Assist Agents by Brand

Each brand has its own set of AI Assist Agents.
On the Response Generator page, the Brands section displays the available brands and the corresponding agents:

• AI Assist
• Search AI Assist
• Suggest-Reply Assist

To manage an agent for a brand:

1. Go to AI Center > AI Assist > Response Generator.

2. Scroll to the Brands section.

3. Locate the required brand. Use Search brands if necessary.

4. Select the required AI Assist Agent for that brand.

5. The agent opens in Agent Builder.

6. Review or manage the resources available to the agent.
   

   
   
   

Resources can include:

• Knowledge sources: Provide the approved support information used to generate answers.
• MCP tools: Allow the agent to work with configured tools and services.
• API actions: Allow the agent to perform supported actions through configured APIs.

Ensure that each brand’s agents use resources relevant to that brand’s products, services, terminology, policies, and support procedures.

Generate a Response in a Ticket

Agents can generate ticket responses using Suggest Reply or the AI Assist panel.

Generate a Response Using Suggest Reply

To generate a ticket reply from the reply editor:

1. Open the required ticket.

2. Open the reply editor.

3. Place the cursor in the editor.

4. Select Suggest Reply.

5. Wait for Suggest-Reply Assist to generate a draft.

6. Review the generated response.

7. Choose one of the following:

   • Select Use as Reply to insert the generated content into the reply editor.
   • Select Regenerate to generate another response.

8. Edit the inserted response where necessary.

9. Send the reply after verifying its accuracy.
   

   
   
   

Generate a Response from the AI Assist Panel

To generate a response from the ticket details page:

1. Open the required ticket.

2. Open the AI Assist panel on the right side of the ticket details page.

3. Select Generate a response to the customer query.

4. Wait for AI Assist to analyze the available ticket context.

5. Review the generated response.

6. Select Use as Reply to add the response to the reply editor, or regenerate the response if required.

7. Edit and send the response after confirming that the information is accurate.
   

   
   
   

Generate a Response in Live Chat

To generate a response during a live chat:

1. Open the Chat module.

2. Open the required conversation.

3. Open the AI Assist panel.

4. Select Generate a response to the customer query.

5. Wait for AI Assist to analyze the available conversation context.

6. Review the generated response.

7. Select Use as Reply to add it to the chat reply area.

8. Edit the response where necessary before sending it to the customer.
   

   
   
   

Ask Follow-Up Questions

Agents can ask additional questions in the AI Assist panel while working on a ticket or live chat.
AI Assist uses the available conversation context and the resources configured for the applicable brand’s AI Assist Agent to generate the response.
Follow-up questions can be used to:

• Request a clearer explanation.
• Request troubleshooting steps.
• Ask for a shorter response.
• Ask for a response in the customer’s language.
• Find relevant information from the configured knowledge sources.

Review AI-Generated Responses

AI-generated responses should be treated as drafts.
Before sending a response:

1. Verify that the response addresses the customer’s request.
2. Confirm names, dates, product details, procedures, and links.
3. Remove information that is irrelevant to the current conversation.
4. Confirm that the response follows the applicable brand’s policies and support procedures.
5. Modify the tone or wording when necessary.
6. Send the response only after completing the review.

Knowledge Sources and Agent Resources

Response Generator uses the resources configured for the AI Assist Agent associated with the applicable brand.
These resources can include:

• Knowledge sources configured in Agent Builder.
• MCP tools available to the agent.
• API actions configured for the agent.

The usefulness of a generated response depends on the relevance, accuracy, and completeness of the configured resources.

To improve generated responses:

• Keep knowledge articles accurate and current.
• Remove duplicate or outdated information.
• Use clear article titles and structured troubleshooting steps.
• Configure brand-specific resources for each AI Assist Agent.
• Test generated responses after changing an agent’s resources.
• Review generated responses before sending them to customers.

Troubleshooting

Response Generator Is Unavailable or Read-Only

If Response Generator cannot be configured:

1. Confirm that your organization has access to AI Assist.
2. Confirm that AI Assist is enabled.
3. Verify that your role includes the Manage AI Assist permission.
4. Refresh the browser and reopen AI Center.

Response Generator Does Not Appear for an Agent

If an agent cannot use Response Generator:

1. Go to AI Center > AI Assist > AI Assist Access.
2. Confirm that the agent appears in the AI Assist Access list.
3. Assign access if the agent is not listed.
4. Confirm that the access assignment was saved.
5. Ask the agent to refresh the browser or sign in again.

A Brand Does Not Appear

If a brand is not displayed on the Response Generator page:

1. Clear the Search brands field.
2. Confirm that the brand is active and available in BoldDesk.
3. Refresh the Response Generator page.
4. Contact BoldDesk Support if the brand remains unavailable.

The Generated Response Is Incomplete or Irrelevant

If a response does not contain the expected information:

1. Confirm that the applicable brand’s AI Assist Agent has relevant knowledge sources.
2. Review the source content for missing or outdated information.
3. Ensure that the customer request contains enough context.
4. Regenerate the response.
5. Edit the response manually if required.

Use as Reply Does Not Send the Response

This is expected behavior. Use as Reply only inserts the generated content into the ticket or chat reply area. Review the content and send the response manually.

Frequently Asked Questions

1. Where is Response Generator configured?
   Go to AI Center. Under AI Assist, select Response Generator.

2. Which AI Assist Agents appear on the Response Generator page?
   The page includes:

   • AI Assist for tickets and live chats.
   • Search AI Assist for the customer portal.
   • Suggest-Reply Assist for tickets.

3. Can different brands use different resources?
   Yes. Each brand has its own set of AI Assist Agents. Open the required agent from the brand list to manage its knowledge sources, MCP tools, and API actions in Agent Builder.

4. Does Use as Reply automatically send the response?
   No. Use as Reply inserts the generated content into the reply area. The agent must review and send the response.

5. Can AI Assist generate responses for both tickets and live chats?
   Yes. The AI Assist agent supports tickets and live chats. Suggest-Reply Assist is available for tickets.

6. Can customers use Response Generator?
   Customers can receive AI-generated search assistance through Search AI Assist in the customer portal when that experience is configured and available. The ticket and chat response-generation experiences are intended for support agents.

Related Articles

1. Getting Started with BoldDesk AI Assist
2. Overview of AI Assist Features in BoldDesk AI 2.0
3. How to Enable or Disable AI Assist in BoldDesk
4. How to Assign AI Assist Access to Agents in BoldDesk
5. How to Add and Manage AI 2.0 Knowledge Sources in BoldDesk