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.

Configuring an AI Agent in BoldDesk

Follow the steps below to create and customize an AI Agent:

1. Create an Agent

• Go to AI > Agents.

• Select Create AI Agent.

• Provide the agent name, Description (optional), and brand.
  

  
  
  

2. Add Training Content

Use the Content tab to supply information the agent will rely on:

• KB Articles – Add knowledge base articles to build core understanding.

• Q&A – Include question–answer pairs to improve accuracy for common queries.

• Web Pages – Import relevant public pages for additional context.

• Files – Upload PDFs, docs, or other materials.

  
  
  

You can choose:

• Use All Content – Automatically use all brand‑linked resources.

• 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:

• Set the tone of voice (Professional, Casual, Friendly).

• Select the response length (Default, Short, Medium, Long).

• 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:

• Perform tasks

• Trigger workflows

• 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:

• Live Chat Widget

• Web Widget

• WhatsApp / Gupshup WhatsApp

• Facebook

• Instagram

• Twilio

• Telegram

• Line

  
  
  

Each widget can only host one AI Agent. Use separate widgets for different departments.

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.

How to Map AI Agent to Different Channels

Each AI agent can be mapped to specific communication channels to automatically generate responses to customer queries, ensuring the right agent handles the right type of query. This mapping ensures contextual relevance and improves response accuracy across platforms. Supported channels include:

• Live chat widgets
• Web widgets
• Social media integrations:
  • WhatsApp
  • Instagram
  • Facebook
  • Twilio
  • Telegram
  • Gupshup WhatsApp
  • Line

Since each web and live chat widget can host only one AI Agent, organizations must deploy separate widgets for each department or support function. This approach allows each department to benefit from a specialized AI Agent while maintaining clarity and operational efficiency.

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.

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

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.

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• Getting Started with BoldDesk AI
• BoldDesk AI Copilot: Your Intelligent Assistant for Customer Service
• Unveiling Agentic AI: A New Era of Intelligent Automation