AI Agent Support for Omnichannel

The AI Agent is a powerful, autonomous virtual assistant designed to manage customer interactions seamlessly across multiple communication channels. It provides intelligent, human-like support, enhancing customer experience and operational efficiency.

Creating AI Agent

1. Go to AI module > Agents
2. Click Create AI Agent to add a new AI agent by giving the necessary details. For step-by-step instructions, refer to the documentation: Configure AI Agent in BoldDesk
   
   

Mapping AI Agent to Omnichannel

You can map the AI Agent to omnichannel accounts or pages either:

• Through Omnichannel Account Configuration, or
• Directly within the AI Agent Settings

Mapping via AI Agent Settings

1. Go to AI module > Agents, and open the AI agent you want to map.
2. Click Deploy and select Add Channel
3. Choose the channel. Added accounts will be listed based on brand matching.
4. Select the account and click Save to configure.
5. Once configured, click Publish to activate the AI agent.
   
   

Mapping via Omnichannel Account Configuration

1. In chat configuration (for Meta & Gupshup WhatsApp) or message configuration (for other channels), enable AI Agent Assistance.

2. Select the handover method:

   • Auto-Assign to AI agent— Automatically assigns chat conversations to an AI agent.
   • Manual Handover— Assigns conversations using workflows.

3. Select the AI Agents from the dropdown under the AI Agent for Auto-assignment section.

4. Click Save to complete the configuration.

   

   Once configured, the AI agent will automatically assign & respond to new chat conversations.

   

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