The AI Response Review feature in the BoldDesk Mobile App helps support agents ensure their replies fully address customer queries. It highlights what has been answered, identifies missing information, and suggests improvements, making it easier to resolve issues faster, reduce follow-ups, and build customer trust.

How AI Response Review Works in BoldDesk

AI Response Review is part of the AI Assist utilities integrated directly within the ticket reply editor. When activated, it evaluates the draft reply against customer messages in the ticket and generates an easy-to-read summary of strengths and gaps in the response. This feature uses only your organization’s internal BoldDesk data and does not reference any external sources.

Benefits of Using AI Response Review

• Ensures replies fully address the customer’s inquiry
• Reduces follow-up emails and clarification requests
• Helps agents maintain consistent, high-quality communication
• Saves time by providing quick refinement suggestions
• Strengthens customer satisfaction and trust

For related AI features, explore more on BoldDesk AI Copilot Features for Customer Support.

Steps to Review a Ticket Response Using AI

Follow these steps in the BoldDesk Mobile App:

1. Open the ticket you want to reply to.

2. Enter your reply in the text editor.

3. Tap the AI Assist icon at the bottom of the editor, then select Review Response from the menu.
   

   
   
   
   
   
   

4. A window will open displaying the AI review details, including:

   • Addressed Points: A summary of the customer’s queries that your response has already covered.

   • Unaddressed Points: Any parts of the customer’s query that are missing or need clarification.

   • Suggested Response: AI-generated recommendations to refine or enhance the response for better clarity and accuracy.
     

     
     
     
     By default, the system evaluates your response against the most recent customer message. You can also manually select specific customer messages to review your reply against them. This helps ensure the reply covers all aspects of the customer’s inquiry.

5. To use the suggested response, tap Use. It will automatically populate in the reply text editor, ready for you to review and send.

Frequently Asked Questions

1. Does AI Response Review work on all ticket types?
   Yes. AI Response Review supports all ticket types in the BoldDesk Mobile App, including incidents, queries, and service requests.

2. Will AI Response Review automatically replace my reply?
   No. The agent’s reply is not replaced. The agent must select Use to apply the suggested response.

3. Is AI Response Review available to all agents?
   No. Availability depends on the agent’s AI Copilot permissions and whether the agent has been granted access to AI features.

4. Does AI Response Review automatically update ticket fields or categories?
   No. AI Response Review focuses only on reply content analysis. Ticket field automation is managed separately using Automation Rules.

5. What does “Unaddressed Points” mean in the AI review?
   Unaddressed Points are parts of the customer’s questions or requests that are missing, incomplete, or require clarification in the current draft reply.

6. Can I choose which customer messages the AI uses for review?
   Yes. By default, the review uses the most recent customer message, but agents can manually select specific customer messages to review against.

Related Articles

1. How to Use BoldDesk’s AI Response Review Feature
2. BoldDesk AI Setup: How to Start and Optimize Your AI Workflow
3. How to Enable and Configure AI Copilot Features in BoldDesk