The AI Copilot Access Control feature in BoldDesk allows administrators to manage which agents can use AI Copilot. This includes assigning and revoking access based on organizational needs. AI Copilot helps agents generate responses, improve writing, and perform actions more efficiently. Access is seat-based; organizations purchase a set number of seats and allocate them to specific agents. Each seat is billed per assigned agent.

Prerequisite

To assign AI Copilot, purchase the Copilot add‑on. Explore;

• How to Purchase AI Add‑ons When Upgrading From a Trial Subscription
• How to Purchase AI Copilot Agent Seats in BoldDesk Active Subscription.

Assign AI Copilot Access to Agents in AI 2.0

AI Copilot access is managed from the Copilot License Management page in AI Center. From this page, you can view agents who currently have Copilot access, check assigned seats, manage Copilot seats, and revoke access when required.

To assign or manage AI Copilot access:

1. Go to AI Center from the left navigation menu.

2. Scroll to the AI Copilot section.

3. Click Copilot License Management.

   

4. In the AI Copilot Access Control page, review the list of agents who already have Copilot access.

5. Click Manage Seats to assign or update Copilot seats for agents.

6. Use the Search option to find a specific agent in the access list.

7. To revoke Copilot access for an agent, click the remove icon next to the agent.

   

Revoking AI Copilot Access From Agents

To revoke access:

1. Go to AI Center > AI Copilot
2. Click on Access Control tab.
3. Locate the agent you want to deny access to.
4. Click the Remove button.
5. In the dialog box, select Yes, remove to confirm. Check the GIF below for more insights.
   
   
   
   
   

Permission Required to Manage Access

To assign or revoke Copilot access, agents should have the Manage AI-Copilot permission assigned to their role. For details on assigning permissions, explore Managing Roles and Permissions in BoldDesk.

Troubleshooting (Access Control)

Cannot assign AI Copilot to agents

• Confirm the organization has purchased the Copilot add-on.
• Confirm the admin/operator has the Manage AI-Copilot permission.

Access Control options are not visible or not usable

• Confirm the user role includes Manage AI-Copilot.
• Confirm navigation is correct: AI Center > AI Copilot > Access Control.

Agent lost AI Copilot unexpectedly

Verify whether the agent was removed in Access Control (seat revocation removes functionality immediately).

Frequently Asked Questions

1. Do I need to purchase Copilot before assigning access?
   Yes. AI Copilot access cannot be assigned until the Copilot add-on is purchased.

2. Can I assign Copilot to multiple agents at once?
   Yes. Use Assign Agent and select multiple agents before selecting Add and Save.

3. What happens when I revoke access?
   The agent loses AI Copilot functionality immediately, and the seat becomes available for reassignment.

4. Which permission is required to assign or revoke AI Copilot access?
   The user must have the Manage AI-Copilot permission assigned in the user role.

5. Where do I manage AI Copilot seat assignment?
   Manage assignment in AI Center > AI Copilot > Access Control.

Related Articles

1. AI Copilot Features and How it Works in BoldDesk
2. How to Purchase AI Add‑ons When Upgrading From a Trial Subscription
3. How to Purchase AI Copilot Agent Seats in BoldDesk Active Subscription
4. Managing Roles and Permissions in BoldDesk