The Bulk Update feature for chats allows agents to update multiple conversations simultaneously. This feature enables agents to efficiently handle a larger volume of interactions, saving time and reducing repetitive individual updates. By leveraging this capability, agents can maintain consistency across conversations while enhancing productivity and overall operational efficiency.

This option is available only to agents in the Agent Portal. A maximum of 100 conversations can be updated in bulk at a time.

Common Use Cases

Agents can quickly apply standardized changes across several conversations. Examples include:

• Updating Status to close resolved conversations
• Assigning chats to a specific Agent or Team
• Applying or removing Tags
• Setting a consistent Priority
• Adding a Private Note for internal documentation

Supported Chat Fields for Bulk Updates

• Status
• Priority
• Tags (Add or Remove)
• Assignee
• Note (Private)

Steps to Bulk Update Conversations

To bulk update conversations, follow the steps mentioned below:

1. Go to the Chat module to view conversations.
2. Select the conversations you want to update.
3. Click the Edit icon to open the bulk update pop-up window.
4. Mark the Checkboxes next to the fields you want to update and fill in their respective values.
5. Click Next to preview the selected fields with the values that are updated.
6. Click the Update button to save the changes.

After initiating the process, a success toast message will appear. The bulk action will run in the background and may take up to 10 minutes to complete.

• Once the bulk update process is completed, you will receive an email notification detailing the changes made.
• Do not update any other fields in the selected conversations while the bulk update is in progress to avoid conflicts.
• Field Dependencies and Display conditions are not considered during bulk updates.
• When the status is updated and it is not mapped to the conversation brand, an error message will appear below the status field.

• Email notifications and SLA alerts will be triggered if applicable.
• If you open a conversation immediately after clicking the Update option, changes may not be visible right away as the process runs in the background.

Roles and Permissions

Agents must have the permission:
“Bulk edit all conversation fields”

configured in Admin → Roles and Permissions.

FAQs

1. Can I bulk update more than 100 chat conversations at once in BoldDesk?
   No. BoldDesk currently limits bulk updates to 100 conversations per action.

2. Can I bulk update custom fields for chats?
   No. Custom fields are not supported for bulk updates. Only Status, Priority, Tags, Assignee, and Private Notes are available.

3. Can I undo a bulk update in BoldDesk?
   BoldDesk does not offer an undo function for bulk actions. Review the preview screen carefully before applying changes.

4. Why can’t I see the Bulk Update option?
   You may not have the required permission. Ensure your role has “Bulk edit all conversation fields” enabled in Admin Center → Roles.