Unveiling the BoldDesk AI Agent: Your 24/7 Virtual Support Assistant
The BoldDesk AI Agent is a powerful, autonomous virtual assistant designed to handle customer interactions across various channels with speed, accuracy, and contextual intelligence. What sets BoldDesk apart is its ability to support multiple AI agents, each tailored to specific use cases, departments, or customer interaction channels—making it a scalable solution for businesses of all sizes. Also, BoldDesk AI Agents can be configured to send automatic replies based on predefined triggers or user actions. These replies help maintain engagement, reduce wait times, and provide immediate acknowledgment of user queries.
This guide explains how to configure and deploy AI Agents in BoldDesk to enhance customer support. It covers steps for creating AI agents, training them with relevant content, customizing their communication style, enabling task automation, and mapping them to various communication channels. It also includes instructions for managing multiple agents, testing their performance, and setting the necessary permissions to manage the AI Agents.
The AI Agent functionality is offered exclusively as an add-on for the Momentum and Enterprise plans.
Why Your Business Needs an AI Agent
Customers expect fast, accurate assistance at any time, while support teams face increasing query volumes across multiple channels. An AI Agent addresses both needs by delivering instant, consistent responses 24/7 and efficiently handling repetitive requests, helping businesses scale support without compromising service quality.
Key Benefits of Deploying the BoldDesk AI Agent
- Faster Response Times
- Higher Efficiency and Resolution Rates
- Improved Customer Experience Across Channels
- Omnichannel Coverage
Where You Can Deploy the AI Agent
BoldDesk allows you to deploy your AI Agent across multiple communication touchpoints, ensuring consistent support:
- Live chat widgets on your website
- Web widgets embedded in landing pages
- Social media platforms:
- Gupshup WhatsApp
- Twilio
- Telegram
- Line
This means customers can ask questions wherever they are — and get accurate help instantly.
AI Agent features require active AI Credits to operate and will not function without AI Credits. Please ensure that credits are purchased and active to use all AI functions in BoldDesk. For more information, refer to Understanding AI Credits in BoldDesk AI Agent.
Configuring an AI Agent in BoldDesk
Follow the steps below to create and customize an AI Agent:
1. Create an Agent
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Go to AI > Agents.
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Select Create AI Agent.
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Provide the agent name, Description (optional), and brand.
2. Add Training Content
Use the Content tab to supply information the agent will rely on:
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KB Articles – Add knowledge base articles to build core understanding.
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Q&A – Include question–answer pairs to improve accuracy for common queries.
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Web Pages – Import relevant public pages for additional context.
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Files – Upload PDFs, docs, or other materials.
You can choose:
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Use All Content – Automatically use all brand‑linked resources.
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Select Specific Content – Manually choose what to include.
For additional information, please refer here How to Add AI Data Sources in BoldDesk.
3. Define Guidance
On the Guidance tab:
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Set the tone of voice (Professional, Casual, Friendly).
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Select the response length (Default, Short, Medium, Long).
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Add agent introduction, handover instructions, and any behavioral rules.
4. Configure AI Actions (Optional)
In the AI Actions tab, create actions that let the agent:
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Perform tasks
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Trigger workflows
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Call external APIs
This is optional but useful for automated operations (e.g., updating billing information). For further details, refer here about Setting Up AI Actions in BoldDesk: API & MCP.
5. Deploy the Agent
Use the Deploy tab to activate the agent on one or more supported channels:
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Live Chat Widget
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Web Widget
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WhatsApp / Gupshup WhatsApp
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Facebook
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Instagram
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Twilio
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Telegram
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Line
Each widget can only host one AI Agent. Use separate widgets for different departments.
At present, BoldDesk does not allow modification of the AI Agent’s avatar or profile picture in any of the available plans.
How to Create a Multi-AI Agent in BoldDesk
BoldDesk enables organizations to create and manage multiple AI agents, each tailored to specific support areas or business functions. This flexibility allows teams to deploy specialized agents for departments such as billing, technical support, onboarding, and more. These agents can be customized with:
- Unique content sources: Knowledge base articles, PDFs, web pages, and more
- Custom behavior settings: Tone, language, and response style
- Intent handling and task execution logic: Specialized workflows for different support needs
Add each AI agent for a defined role using the steps highlighted above for each AI agent.
Quality Testing Before Deployment
Before going live, BoldDesk provides built-in tools to test agent responses using sample queries, validate intent recognition, and task execution logic.
This ensures each AI agent performs reliably and aligns with your support goals. Explore How to Customize and Test AI Agent Capabilities in BoldDesk.
Before publishing, test your AI Agent to ensure it meets your business requirements and performs as expected.
Permission Required to Manage AI Agents
To manage AI Agents, users must have Manage AI Agents permission.
Go to Admin > AI > Roles and Permissions > Manage AI Agents/Manage AI Action
You can also configure the AI chatbot in BoldDesk; learn how to Get Started with BoldDesk AI Chatbots.
Frequently Asked Questions (FAQs)
Q: Can I deploy multiple AI Agents on one widget?
A: No. Each widget supports only one AI Agent. Use separate widgets for different agents.
Q: Is AI Action mandatory for AI Agent functionality?
A: No. AI Agents can operate without AI Actions.
Q: Can I change the AI Agent’s profile picture?
A: Not currently. Avatar customization is not supported.
