How to Purchase AI Add‑ons When Upgrading From a Trial Subscription

AI Add-ons in BoldDesk cannot be purchased as standalone features during a trial period. However, you can include them while upgrading your trial account to a paid subscription.

This guide walks you through the upgrade process and shows how to add AI capabilities—such as AI Copilot and AI Agent Credits—during checkout, ensuring seamless access to AI-powered features from the start.

Your paid subscription and selected AI Add-ons are activated immediately after successful payment authorization.
AI Add-ons can only be added during plan upgrade, not as standalone purchases during trial.

Prerequisites

Before proceeding, ensure that you have:

A BoldDesk account with an active trial subscription.
A valid payment method that can complete the payment flow (including issuer authentication if required).

How to Purchase AI Add-ons

1. Navigate to the Admin Page

2. Access Billing and Subscription

Click on Billing and Subscription.

3. Choose a Plan

On the subscription page, select your preferred Enterprise plan—Growing, Scale, or Large Teams—specifying your required number of agents.
Select the preferred billing cycle (monthly or yearly) that aligns with your requirements.
Click the Buy Now button.

4. Build Your Plan

When you click Buy Now, you’ll be redirected to the Build Your Plan section on the BoldDesk purchase page.

If AI Copilot is enabled mid-subscription cycle, the charges are prorated for the remaining period.
In future invoices (monthly or yearly), AI Copilot will appear as a separate line item within your subscription billing.

5. Customize Your Plan

Choose your preferred Billing Cycle (for example, monthly or annually).
Specify the number of agents required for your plan.

6. Finalize Billing and Payment

Update your billing and payment information accurately.
Click the Pay button to complete the purchase process.

When updating the agent or AI Copilot agent counts, you cannot reduce them below the number of active agents in your subscription.
To view details of currently active agents, navigate to:
- Admin > Agents (for plan agent counts)
- AI > AI Copilot > Access Control (for AI Copilot agents)

If the entered card has 3D security enabled, you will be asked to complete an additional verification step with the card issuer to process the payment.
A pop-up window will appear, displaying an authentication page on the bank’s website. This page requires you to enter a password associated with the card or a code sent to your phone.
Once the payment is authorized, the subscription will start immediately.

By following the steps above, you will be able to purchase AI add-ons during your trial subscription and access advanced features to improve your operations.

Troubleshooting (Purchase and Checkout)

Cannot Reduce Agent Count or AI Copilot Agent Count

Cause: the selected count is below current active usage.
Fix:
- Check active plan agents: Admin > Agents
- Check active AI Copilot agents: AI > AI Copilot > Access Control
- Increase the selected counts to at least the active counts.

Payment Does Not Complete / Authorization Fails

Cause: card issuer declined, failed 3DS verification, or incomplete payment details.

3D Secure is an additional authentication step required by some banks, such as entering a one-time passcode, approving the payment in a banking app, or completing biometric confirmation. If this step is not completed or is rejected, the payment will fail.

Fix: Retry the payment with correct billing details and ensure you fully complete the issuer’s authentication flow. If the issue persists, use a different payment method or contact your bank.

Expecting AI Add-ons to be Purchasable Standalone During Trial

Behavior: AI Add-ons cannot be purchased standalone during trial. However, you can purchase them alone after purchasing an active plan.
Fix: include AI Add-ons while upgrading the trial to a paid subscription using Admin > Billing and Subscription.

Review plan details: Double-check the plan specifications and add-ons to ensure they meet your needs before proceeding to payment.
Trial subscription eligibility: Verify that your trial subscription allows upgrades to paid plans.
Documentation and support: For additional assistance, refer to the official documentation or contact support at BoldDesk Support.

To purchase AI add-ons for active subscriptions (Copilot and Agent credits), please refer to the following links for more information:

Frequently Asked Questions

Can I reduce the number of AI Copilot agents after purchase?
You cannot reduce below the number of active agents in your subscription.
Where can I view my active AI Copilot agents?
Navigate to AI Center > AI Copilot > Access Control in the BoldDesk dashboard.
When does the subscription update after payment?
Your subscription updates immediately upon successful payment authorization.
Which plans support AI Copilot?
AI Copilot is available only on Momentum (Legacy) and Enterprise plans.

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