AI Assist helps agents work more efficiently by generating responses, improving content, and assisting with day-to-day support tasks. To ensure AI Assist is available only to the appropriate users, BoldDesk allows administrators to assign and revoke AI Assist access for individual agents.

This article explains how to manage AI Assist access, the permissions required, common troubleshooting steps, and answers to frequently asked questions.

Prerequisite

Before assigning AI Assist access, ensure the following requirements are met:

• AI Assist is enabled for your organization.
• The user performing the action has the Manage AI Assist permission.
• The agents you want to assign access to are active in your BoldDesk account.

Assign AI Assist Access to Agents

To grant AI Assist access to agents:

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

2. Scroll to the AI Assist section.

3. Select AI Assist Access.
   

   
   
   

4. On the AI Assist Access page, review the list of agents who currently have AI Assist access.

5. Click Assign Agent.

6. Select the agent or agents you want to grant access to.

7. Click Add and save the changes.
   

   
   
   

Once assigned, the selected agents can start using AI Assist features immediately.

Additional Actions Available

Within the AI Assist Access page, you can also:

• View all agents currently assigned AI Assist access.
• Search for a specific agent using the Search box.
• Review assigned AI Assist seats.
• Remove access from agents when required.

Revoke AI Assist Access from Agents

To revoke access:

1. Go to AI Center > under AI Assist select AI Assist Access
2. Locate the agent you want to deny access to.
3. Click the Remove button.
4. 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 AI Assist access, the user’s role must include the Manage AI Assist permission. For details on assigning permissions, explore Managing Roles and Permissions in BoldDesk.

Troubleshooting

Unable to Assign AI Assist Access

If you cannot assign AI Assist access to an agent:

• Verify that AI Assist has been enabled for your organization.
• Ensure the selected agent is active.
• Verify that your role includes the Manage AI Assist permission.

AI Assist Access Option Is Not Visible

If the AI Assist Access option does not appear:

• Confirm that your role has the Manage AI Assist permission.
• Verify that AI Assist is enabled for the organization.
• Ensure you are navigating to:
  AI Center > AI Assist > AI Assist Access

Agent Cannot Use AI Assist After Assignment

If an agent has been assigned access but cannot use AI Assist:

• Refresh the browser and sign in again.
• Verify that the agent appears in the AI Assist Access list.
• Confirm that the access assignment was saved successfully.

AI Assist Access Was Removed Unexpectedly

If an agent suddenly loses access:

• Check the AI Assist Access page to confirm whether the seat was revoked.
• Review recent administrative changes.
• Reassign access if necessary.

Frequently Asked Questions

1. Can I assign AI Assist access to multiple agents at once?
   Yes. Click Assign Agent, select multiple agents, and then save your changes.

2. What happens when I revoke AI Assist access?
   The selected agent immediately loses access to AI Assist features.

3. Which permission is required to assign or revoke AI Assist access?
   The user’s role must include the Manage AI Assist permission.

4. Can I search for a specific agent in the access list?
   Yes. Use the Search option on the AI Assist Access page to quickly locate an agent.

5. Does removing AI Assist access delete agent data?
   No. Removing access only revokes the agent’s ability to use AI Assist. Existing agent and ticket data remain unchanged.

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