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.

Access and Enable AI Copilot Features in BoldDesk

BoldDesk provides AI Copilot features in the AI Center. These features help agents draft responses, predict ticket fields, analyze customer sentiment, detect thank-you replies, find duplicate tickets, improve writing, create knowledge base content, manage Copilot licenses, and create custom prompts to control how Copilot responds.

To access AI Copilot features:

1. Sign in to your BoldDesk account.

2. In the left navigation menu, select the AI icon to open the AI Center.

3. In the AI Copilot section, select the Copilot feature you want to configure or manage.

   The available AI Copilot features include:

   • Response Generator: Drafts fast and accurate replies for tickets and chats based on your knowledge sources.
   • Field Prediction: Reads each ticket and fills in the appropriate field values automatically.
   • Sentiment Analysis: Scores customer tone so agents can identify tickets that may need urgent attention.
   • Thank You Detector: Prevents a ticket from reopening when a customer only replies with a thank-you message.
   • Duplicate Finder: Opens the Auto-Merge Tickets app page, where duplicate ticket merging can be configured.
   • Writing Assistant: Rewrites, corrects, and translates text directly in the editor.
   • Knowledge Base Assistant: Creates, summarizes, and SEO-optimizes knowledge base articles.
   • Copilot License Management: Opens the Access Control tab, where Copilot access can be assigned or revoked for agents.
   • Custom Prompts: Opens the Custom Prompts tab, where reusable Copilot prompts can be created and managed.
   

Enable AI Copilot Features

To enable AI Copilot features:

1. In the AI Center, select an AI Copilot feature that opens the AI Copilot page.

2. On the AI Copilot page, select the Configure tab.

3. Turn on AI Copilot Features.

4. Enable or manage the required AI Copilot features.

5. Click Update to save the changes.

   

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.

Module B. Smart AI Assistant in Editor

Tools that improve writing quality inside text editors.

Module C. Smart Article Assistant

AI tools that support knowledge base article creation and optimization.

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

1. 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.

2. 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.

3. When are AI Copilot configuration changes applied?
   Changes are applied after selecting Update at the bottom of the AI Copilot page.

4. 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.

5. 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.

6. 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.

7. Can sentiment thresholds be customized?
   Yes. Use Manage to adjust thresholds, then select Update to save.

8. 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.

Related Articles

1. How to Add and Manage AI 2.0 Knowledge Sources in BoldDesk
2. AI Copilot Features and How it Works in BoldDesk
3. How to Generate Customer Responses Using BoldDesk AI Copilot
4. How to Use AI Summary Feature in BoldDesk
5. How to Enable and Configure AI Field Prediction in BoldDesk
6. Prevent Ticket Reopenings with Thank You Detector in BoldDesk
7. How to Use BoldDesk AI Sentiment Analysis
8. Install and Configure Auto-Merge Tickets Integration