AI Add-ons in BoldDesk are optional features that bring powerful AI-driven capabilities to your helpdesk. These features are not included in the base subscription and must be enabled separately.
By activating AI add-ons, you can significantly improve support efficiency and customer experience with capabilities such as:

• AI-generated replies
• Ticket summarization
• Smart suggestions

These tools help reduce response time, improve agent productivity, and streamline support workflows.

Prerequisites

Before enabling AI add-ons, ensure that you have:

• An active BoldDesk subscription
• Admin access in BoldDesk
• A valid payment method

Understanding AI Add-on Usage

AI usage in BoldDesk is flexible and depends on the add-on type you choose. There is no fixed number of AI requests included in your base plan.

Available AI Add-on Models

1. AI Copilot Agents (agent-based prepaid model)

   • Fixed pricing per agent
   • Unlimited AI usage for each subscribed agent
   • Ideal for teams with consistent support workloads

2. AI Agent Credits (usage-based model)

   • Credits are consumed for each AI request
   • Usage depends on request complexity and volume
   • Suitable for teams with variable or occasional usage

   Example

   • If you enable AI Copilot for 5 agents, all 5 can use AI features without limits.
   • If using credits, each AI-generated response deducts credits based on usage.

How to Enable or Update AI Add-ons

1. Access the Billing and Subscription section

• Go to the Admin panel.
• Select Billing and Subscription.
  
  
  
  
  

2. Locate AI Pricing Details

• On the Billing & Subscription page, find the AI Price Details section.
• Depending on your current subscription status:
  • If you have already purchased or enabled an add-on, you will see the Update AI add-ons option.
  • If no add-ons are purchased or enabled, you will see the Subscribe Now option.
    
    
    
    
    

3. Manage Add-ons

• Click on either the Manage AI Copilot or Manage AI Agent Credits option.
• A pop-up window will appear.
• In the pop-up, you can:
  • Enable or disable AI add-ons.
  • Update the number of AI Copilot agents as needed.
• Click Continue to proceed.
  
  
  
  
  

4. Review Payment Details and Complete the Update

In the Payment Method step, review the payment details before completing the AI Copilot update.

This page shows the selected AI Copilot count, subtotal, tax, prorated amount due for the current billing period, and the default payment method that will be charged.

Payments are handled through Stripe, and the default payment method is used for the update. BoldDesk does not store card details. If you need to change the payment method, click Manage Payment Method.

Review the following details:

• The updated AI Copilot agent count.
• The subtotal excluding tax.
• The applicable tax amount.
• The Total due today, which may be prorated based on the remaining subscription period.
• The default payment method used for the charge.

After reviewing the payment details, click Update to complete the process.

Once the update is completed, the selected AI Copilot changes are applied to the subscription.

For further assistance, visit the BoldDesk Support Portal or contact the support team directly via BoldDesk Support.

Troubleshooting

AI add-ons not reflected after purchase

• Refresh your browser or log out and log back in
• Verify your subscription under Billing

AI features not working

• Ensure AI Copilot is assigned to agents
• Check if sufficient AI Agent Credits are available

Frequently Asked Questions

1. What is an AI Add-on in BoldDesk?
   An optional feature that provides AI-powered capabilities like automated replies and ticket summarization.

2. Do all BoldDesk plans include AI Add-ons by default?
   No. AI Add-ons are not part of the base subscription. You need to enable them manually under Settings → Billing → AI Add-ons.

3. What types of AI Add-ons are available?

   • AI Copilot Agents (Prepaid) – For instance, $240 is charged per agent annually.
   • AI Agent credits – enables users to purchase credits for their usage at their own convenience.

4. How many AI requests do I get?
   There is no fixed number of AI requests in your base plan. It depends on:

   • The AI Add-on you activate.
   • Your usage pattern:
     • AI Copilot Agents: Unlimited usage for subscribed agents.
     • AI Agent credits: Charged based on the query complexity and depth.

5. Can I change or disable an AI Add-on later?
   Yes. You can update or disable AI Add-ons anytime from the Billing & Subscription section.

6. What happens if I exceed my usage limit?
   The AI Agent credits, once depleted, will cause the AI agent to cease working, while for AI Copilot Agents, usage is unlimited for subscribed agents.

7. How do I monitor AI usage?
   You can view AI usage details in the AI Usage Dashboard under your BoldDesk account settings.

8. Can I enable both AI Copilot Agents and AI Agents together?
   Yes. You can enable both add-ons if you want to combine AI Agent prepaid and AI Copilot agents.

9. Do the Enterprise plans include AI features in their pricing?
   No. The base pricing does not cover AI-powered features, AI Copilot, or AI agents. These functionalities are offered as optional paid AI Add-ons and can be acquired separately according to your organization’s needs.