How to Use AI Copilot Writing Assistant in BoldDesk
The writing assistant helps agents improve, refine, and translate responses directly within the editor while working on tickets, chats, or knowledge base, enabling faster, clearer, and more effective customer communication.
Prerequisites
- AI Copilot must be enabled. Explore How to Enable and Configure AI Copilot Features in BoldDesk
- You must have the Manage AI Copilot permission assigned to your role.
- To use the AI Copilot features, agents require AI Copilot Access. Explore AI Copilot Access Control for Agents in BoldDesk
Accessing Writing Assistant
To access and use the writing assistant, follow the steps below;
- Navigate to AI Centre.
- Once the AI Copilot toggle is enabled, click on writing assistant to access the page.
Content Enhancement
Toggle on to use the content enhancement features. This feature helps you enhance ticket and chat replies to make them clearer, more effective, and easier to read. Content enhancement controls usage of AI assist features such as; Rephrase, Elaborate, Shorten, Correct grammar and Review response. Toggling on or off acts as the master switch for using these features.
| Content Enhancement Feature | Description |
|---|---|
| Rephrase | Rephrase helps improve the wording of a ticket or chat reply without changing its meaning. This feature helps restructure content to improve tone and reduce redundancy, making responses more professional or empathetic. It’s ideal for ticket replies, live chats, and articles. After rephrasing, you can replace, copy, or regenerate the response as needed. |
| Elaborate | Using the elaborate feature helps you expand a short ticket or chat reply with additional details for a longer response. |
| Shorten | This functionality is applicable in making lengthy responses, messages, or articles more concise. It helps keep communication clear and to the point. |
| Correct Grammar | Fix spelling, grammar, and punctuation without changing the tone or meaning. This feature corrects grammar to make messages, replies, and articles more polished and professional. It’s useful across tickets, chats, and articles just follow the relevant steps based on your use case. |
| Review Response | Review the draft reply for accuracy and completeness before sending. The Review Response feature in BoldDesk is part of its AI Assist toolkit, designed to help support agents ensure their replies are complete, clear, and professional before sending them to customers. Explore How to Use BoldDesk’s AI Response Review Feature. |
These content enhancement features become active only after you start typing and they will not operate until some text is entered.
Multilingual Support
Toggling on multilingual support helps you translate ticket replies, chat replies, and knowledge base content into BoldDesk supported languages to help agents communicate effectively with customers. If you don’t toggle it on, you will not be able to use the translate feature.
For effective multilingual support, the Multilanguage toggle should first be enabled in the Admin > Language settings before enabling it here for the copilot.
Enabling this option allows you to add additional supported languages.
Translate
The Translation feature enables seamless communication and content accessibility across multiple languages. It allows users and agents to translate Knowledge Base articles, ticket conversations, and chat messages into their preferred language supported, helping organizations support a global audience, overcome language barriers, and improve collaboration and customer experiences. Explore
BoldDesk AI Translation for Chat, Tickets & Knowledge Base.
Summarize
The Summarize feature uses AI to generate concise summaries of content, helping users quickly understand key information without reading the entire conversation or article. It can be used to summarize Knowledge Base articles, ticket interactions, and chat conversations, improving productivity, reducing effort, and enabling faster decision-making.
To use this feature, the toggle must be enabled. Explore
How to Use AI Summary Feature in BoldDesk.
Troubleshooting
Agents cannot see Writing Assistant options in the editor
- Confirm AI Copilot is enabled.
- Confirm the role includes Manage AI Copilot permission (for administrative access to Writing Assistant settings).
Content Enhancement actions are not available
- Confirm Content Enhancement is enabled in Writing Assistant.
- Confirm the agent has entered text in the editor. Content Enhancement actions do not operate on empty drafts.
Translate is missing even though Writing Assistant is enabled
- Confirm Multilingual Support is enabled in Writing Assistant.
- Confirm Admin > Language > Multilanguage is enabled.
Summarize is missing
Confirm the Summarize toggle is enabled in Writing Assistant.
Frequently Asked Questions
-
Why can’t agents see Writing Assistant options in the editor?
Writing Assistant requires AI Copilot to be enabled, and the agent must have AI Copilot Access assigned. -
Do Content Enhancement features work if the agent has not typed anything yet?
No. Content Enhancement features become active only after text is entered in the editor. -
If Content Enhancement is turned off, can agents still use Rephrase or Correct Grammar?
No. The Content Enhancement toggle is the master switch for Rephrase, Elaborate, Shorten, Correct Grammar, and Review Response. -
Why is Translate not available even though Writing Assistant is enabled?
Translate requires Multilingual Support to be enabled in Writing Assistant. It also requires Admin > Language > Multilanguage to be enabled. -
What content types can Translate be used on?
Translate can be used on knowledge base content, ticket conversations, and chat messages. -
What content types can Summarize be used on?
Summarize can be used on knowledge base articles, ticket interactions, and chat conversations. -
Is Review Response a separate feature from Content Enhancement?
No. Review Response is part of Content Enhancement and depends on the Content Enhancement toggle being enabled.
