Using BoldDesk AI Copilot to Deliver Language‑Specific Support
BoldDesk AI Copilot enables agents to communicate in the customer’s language without switching tools or tabs. It automatically detects the query language, drafts or translates responses, and grounds replies in approved Knowledge Base content—even if the original articles are in a different language. This ensures fast, accurate, and on‑brand multilingual support across tickets and live chats.
Enable AI Copilot
- To utilise language-specific features, AI Copilot must be activated and assigned to agents.
- To enable AI Copilot features in BoldDesk, please refer to How to Activate AI Copilot Features in BoldDesk.
- For seat assignment, access control must be managed. For detailed instructions, see AI Copilot Access Control for Agents in BoldDesk.
- To enable AI features, a paid add-on subscription is required, available for Momentum and Enterprise plans. For more information, consult:
Customer access: End users do not interact with AI Copilot directly; instead, they receive AI-generated answers through the Knowledge Base search on the Customer Portal when AI assistance in KB search is enabled.
How to Use AI Copilot for Multilingual Support
1) Respond in the requester’s language (auto‑detect)
When composing a reply in the Ticket or Chat module, click Copilot on the top right.
Copilot automatically detects the conversation language and drafts a response in that language, even if the supporting KB content is written in another language.
2) Ground replies in approved content
Ensure accuracy and compliance by using Copilot’s KB‑grounded suggestions.
You can:
- Insert the suggested response directly.
- Refine it using actions like Rephrase, Shorten, Elaborate, or Correct Grammar to match your brand tone.
3) Translate Instantly
Prefer drafting in your own language? Use Translate to convert your message into the customer’s language while preserving terminology and tone.
This is ideal for global support teams or agents who aren’t fluent in the requester’s language.
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The AI Copilot supports multiple languages, automatically detects the user query language, and responds accordingly—even if the source content is in a different language, as long as relevant information is available. Check the List of Languages Supported in BoldDesk.
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Customers cannot use AI Copilot in BoldDesk; however, they can only use it for searching the Knowledge Base in the Customer Portal. They can access this feature on the Knowledge Base home page by entering their question in the search bar. The first response displayed on the search results page will be generated by AI. Explore How to Enable AI Assistance in Knowledge Base Search.
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You may utilise AI Copilot without restrictions, provided your subscription is active under the respective plans.
FAQs
1. Can Copilot answer in a different language than the source KB article?
Yes. Copilot is capable of using an English knowledge base source to generate a response in the language of the requester, as long as appropriate content is available.
2. Where can agents use Copilot for multilingual replies?
Within the Ticket and Chat modules, agents compose, translate, improve, and add responses without exiting the workspace.
3. Do customers get Copilot in the portal UI?
No. When AI KB search is enabled, customers receive an AI-generated initial answer in the KB search results, which is based on public content and the language of the query.
4. Do we need a fully translated KB for Copilot to work?
Not required. Copilot is capable of translating grounded answers instantly. However, localised KB content remains an area for improvement and precision.
5: Can AI Copilot translate KB articles automatically?
No, AI Copilot translates responses during ticket handling.
For Knowledge Base articles, you must manually draft and translate them using Copilot. Please refer to the Multilanguage Knowledge Base Article.
