AI Copilot in BoldDesk Mobile App for Faster Ticket Responses
The AI Copilot feature enables agents to respond to customer inquiries within tickets effortlessly with a single click. This functionality supports agents in maintaining consistent communication while significantly reducing response times.
Enabling AI Copilot in BoldDesk
To activate AI Copilot (including features like Chat Copilot, Ticket Copilot, and Global Copilot), you must enable it through the BoldDesk web application under the AI module settings. AI Copilot features—such as Grammar Correction, Rephrase, Summarize, and Translate—are supported on both the web and mobile apps. Learn more How to Activate AI Copilot Features in BoldDesk.
Steps to Enable AI Copilot
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Go to the AI module > AI Copilot > Settings.
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Turn on the AI Copilot Features toggle switch.
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Mark the AI Copilot Response Generator checkbox. The AI Copilot will generate responses by extracting information from the available sources. To include BoldDesk’s knowledge base as a source of information, enable the Generate AI Copilot Responses from the BoldDesk KB option.
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Click Update to save the changes.
- To manage the Copilot settings, you should have the Manage Copilot permission enabled.
- Currently, BoldDesk’s mobile application does not include the AI module for enabling or managing AI Copilot settings. However, AI Copilot functionality within the Ticket module is available on mobile for generating responses and assisting with ticket replies.
Using AI Copilot in BoldDesk Mobile App
Once enabled on the web, Copilot tools automatically become available for ticket responses inside the BoldDesk mobile interface.
How to Generate a Ticket Response
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Open any ticket details page.
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At the bottom, click on the Copilot icon before the Reply option.
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The Copilot interface will appear.
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Click the “Generate a response to the customer query” option.
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The AI will analyze the ticket and generate a relevant response based on the customer query.
By selecting the ‘Use as reply’ option in AI Copilot, the response is added to the reply section by default. However, the system does not automatically send the reply. You may review the response and, if required, manually remove any inappropriate links or content prior to submitting the reply to the customer.
Knowledge Sources Used by AI Copilot
AI Copilot exclusively uses your organization’s configured private data sources within BoldDesk:
- Knowledge Base articles
- Q&A
- Configured internal web pages
- Uploaded files and documents
This ensures responses are organization‑specific, accurate, and free from public or external data interference.
Explore further instructions about How to Add AI Data Sources in BoldDesk.
The AI does not use public or external knowledge sources. This ensures that responses remain accurate and specific to your organization, avoiding the risk of hallucinated or irrelevant content.
Asking Follow‑Up Questions in AI Copilot
Agents can continue the conversation with Copilot by asking follow-up or clarifying questions directly within the Copilot interface. Responses will always pull from the same internal knowledge sources for consistency and relevance.
FAQs
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Can AI Copilot be enabled directly from the BoldDesk mobile app?
No. AI Copilot can only be enabled from the Admin > AI settings in the BoldDesk web application. -
Does AI Copilot automatically send replies in a ticket?
No. AI Copilot only drafts a response. Agents must manually review and submit the reply from the ticket editor. -
Can AI Copilot use public web content to generate responses?
Yes. AI Copilot uses only the public web content data sources that have been configured within BoldDesk. Learn more Adding web content as AI data source. -
Is AI Copilot available for all agents?
Only agents with assigned AI Copilot access control and the Manage Copilot permission (for configuration) and standard ticket access (for usage) can use Copilot features.
Explore further instructions about AI Copilot Access Control for Agents in BoldDesk. -
Can AI Copilot be used in ticket automation rules?
No. AI Copilot is a ticket‑level assistance tool and is not available as a condition or action in Automation. -
Does the mobile app show all AI modules available on the web?
No. The mobile app does not display the AI configuration modules, but it fully supports Copilot functions inside the Ticket/Chat interface.
