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.
How to configure AI Agent in BoldDesk
Follow the steps below to set up and customize your AI Agent in BoldDesk:
- Navigate to the AI module and select the AI Agent.
- Click on the Create AI Agent option and enter the name, along with instructions and brand.
- Once the agent is created, you can add content to train it:
- Use All Content: The AI Agent will automatically use all available resources linked to the selected brand, including knowledge base (KB) articles, web pages, Q&A entries, and uploaded files.
- Select Specific Content: Manually choose the content you want the AI Agent to learn from. Click “Add Content” to include specific KB articles, Q&A entries, web pages, or files.
- Set the Guidance to define the communication style your AI Agent should use in conversations:
- Tone of voice: Choose from professional, casual, or friendly.
- Length: Select default, short, or medium-length replies.
- Configure AI actions - This enables your AI Agent to perform specific tasks by configuring AI Actions. These allow the agent to execute predefined tasks or call external APIs based on user input. For example, you can set up an action to update a customer’s billing address automatically.
This step for adding AI Action is optional, as the AI Agent can work without the AI Action.
- Deploy the AI Agent - Choose the channel where the AI Agent will be active (e.g., Facebook, LiveChat, Twilio). Click Add Channel to deploy the agent and start assisting users in real-time.
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.
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:
- 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. Please refer to this article for more insights.
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; please refer to this article for more details.
