How to Enable and Configure AI Copilot Features in BoldDesk

The AI Copilot in BoldDesk helps support teams streamline workflows, improve response quality, and deliver faster customer service through AI-powered assistance. This guide explains how to enable AI Copilot and configure its available features to maximize productivity and customer satisfaction.

Enable AI Copilot Features in BoldDesk

Follow the steps below to enable AI Copilot features. You can refer to the GIF for better visual clarity.

Step 1. Open the AI Module

To access AI settings:

Log in to your BoldDesk account.
In the left sidebar, select AI Center.

Step 2. Open AI Copilot Settings

Inside the AI Center:

Click AI Copilot to access configuration options.

Step 3. Enable AI Copilot

To enable the AI tools:

Locate AI Copilot Features.
Toggle Enable AI Copilot.
Once enabled, you can configure three main modules:

Configuring AI Copilot Features

Below are the three modules and all feature options.

Module A. Customer Support Assistance

AI tools that enhance ticket handling and customer communication.

Feature	Description
AI Copilot Response Generator	Generates agent replies using available content sources such as Knowledge Base (KB) articles, Q&A content, public web pages, and uploaded files. Explore How to Generate Customer Responses Using BoldDesk AI Copilot.
Ticket Summaries	Creates short summaries of long ticket threads, enabling agents to understand conversations quickly. Explore How to Use AI for Summarizing Tickets and Chats.
Field Prediction	Automatically fills recommended ticket fields based on message content, reducing agent workload. Explore How to Enable and Configure AI Field Prediction in BoldDesk.
Thank You Detector	Automatically prevents ticket reopening by reviewing inbound replies on Closed or Resolved tickets. This avoids unnecessary reopenings caused by non-actionable acknowledgments such as “thanks,” “thank you,” or “much appreciated.” Learn how to Prevent Ticket Reopenings with Thank You Detector in BoldDesk.
Sentiment Analysis	Analyzes customer tone and classifies it into three categories based on score (0–100): Positive (71–100), Neutral (36–70), Negative (0–35). Can be customized using the Manage option, then you update. Explore How to Use BoldDesk AI Sentiment Analysis.
Auto‑Merge Tickets	Detects duplicate or related tickets from the same customer and merges them automatically. Learn how to Install and Configure Auto-Merge Tickets Integration.

Module B. Smart AI Assistant in Editor

Tools that improve writing quality inside text editors.

Feature	Description
Content Enhancement	Provides rewriting, grammar correction, expansion, condensation, and clarity improvements directly inside the editor. Explore Rephrase, Elaborate, Shorten, Correct Grammar.
Multilingual Support	Instantly translates content into multiple languages. Helpful for global customer support. Explore How to Use AI Copilot for Multilingual Support in BoldDesk.

Module C. Smart Article Assistant

AI tools that support knowledge base article creation and optimization.

Feature	Description
KB Article Generation	Generates structured KB articles using ticket details, prompts, or agent-provided inputs. Explore How to Generate Knowledge Base Content Using BoldDesk AI.
Article Summaries	Produces concise summaries of long articles for quick-reading or table‑of‑contents sections. Explore How to Use AI for Article Summary.
Article SEO Optimization	Suggests SEO improvements such as keywords, metadata, headings, and readability adjustments. Explore How to Enforce SEO for Knowledge Base Articles.

Save Your Changes

After enabling or modifying AI Copilot features:

Review your configuration settings.
Click Update at the bottom of the page.
The selected changes will be applied immediately.

Frequently Asked Questions

Do I need to enable all AI Copilot modules in BoldDesk?
No. You can enable only the AI Copilot modules and features needed for the support operation. Each module works independently.
Where do I enable AI Copilot in BoldDesk?
Go to AI Center → AI Copilot, then toggle Enable AI Copilot and select features. Select Update to save.
When are AI Copilot configuration changes applied?
Changes are applied after selecting Update at the bottom of the AI Copilot page.
Does enabling AI Copilot change existing ticket workflows automatically?
AI Copilot enhances workflows but does not alter ticket processes unless features such as Auto‑Merge Tickets, Thank You Detector, or Field Prediction are activated.
What content sources can AI Copilot Response Generator use?
AI Copilot Response Generator can use KB articles, Q&A content, public web pages, and uploaded files.
What are the default sentiment categories and thresholds for Sentiment Analysis?
Positive (71–100), Neutral (36–70), Negative (0–35), based on a 0–100 score.
Can sentiment thresholds be customized?
Yes. Use Manage to adjust thresholds, then select Update to save.
Which AI Copilot features help with KB writing and optimization?
KB Article Generation, Article Summaries, and Article SEO Optimization are listed under Smart Article Assistant.

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