BoldDesk AI Agent: Complete Guide to Configuration and Deployment

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 an AI Agent in BoldDesk

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 Accounts

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.

FAQs

1. How do I activate an AI Agent after configuration?
Publish the AI Agent from the Deploy section in the AI Module to make it active.

2. Can I assign multiple channels to one AI Agent?
Yes, BoldDesk supports mapping multiple channels to a single AI Agent for unified support.

3. What is the difference between Auto-Assign and Manual Handover?
Auto-Assign routes conversations directly to the AI Agent, while Manual Handover uses workflows for controlled assignment.

4. How do I update an existing AI Agent’s settings?
Navigate to AI Module > Agents, select the agent, and edit the configuration details.

5. Does BoldDesk AI Agent support brand-specific routing?
Yes, AI agents are configured based on brand and will only function based on this.

6. Can I disable AI Agent assistance for a specific channel?
Yes, you can enable the AI Agent Assistance in the channel’s configuration settings only for the preferred channels.