How to Enable or Disable AI Assist in BoldDesk

AI Assist in BoldDesk provides AI-powered capabilities that help support teams improve productivity, automate repetitive tasks, improve response quality, and streamline support workflows. Administrators can enable or disable AI Assist and control which AI-powered features are available to agents.

This article explains how to enable or disable AI Assist, manage access, and troubleshoot common issues.

Prerequisites

Before enabling AI Assist, ensure that:

AI Assist is available for your BoldDesk subscription.
You have the necessary permissions to manage AI settings.
Your organization has purchased the required AI Assist licenses for agents who will use AI-powered features.

AI Assist features are supported only on the Momentum (Legacy) and Enterprise plans. If you are subscribed to a different plan, AI Assist functionality is not available.
AI Assist features are visible in the AI Assist configuration page even before AI Assist is enabled. However, all features remain in a read-only state and cannot be configured until the Enable AI Assist toggle is turned on. Hovering over a feature displays a message indicating that AI Assist must be enabled to access its configuration.

Enable AI Assist

To enable AI Assist:

Navigate to AI > AI Assist.
Locate the AI Assist Configuration tab.
Turn on the Enable AI Assist toggle.

When AI Assist is enabled, the selected AI-powered features become available within BoldDesk based on your configuration.

You do not need to enable every AI Assist feature. Enable only the features that support your business requirements and support workflows.

Disable AI Assist

If your organization no longer requires AI-powered assistance, you can disable AI Assist at any time.

To disable AI Assist:

Navigate to AI > AI Assist.
Locate the AI Assist Configuration tab.
Turn off the Enable AI Assist toggle.

Once disabled, AI Assist features become unavailable to agents until AI Assist is enabled again.

Disabling AI Assist does not delete existing tickets, knowledge base articles, AI-generated content, or Copilot license assignments. It only prevents users from accessing AI Assist features moving forward.

Permissions

Only agents with the appropriate role permissions can access and manage AI Assist settings.
To manage AI Assist, the agent’s role must have:

The AI Assist module enabled.
The Manage AI Assist permission enabled.

For more information about roles and permissions, explore Managing Roles and Permissions in BoldDesk.

Real-World Use Cases

Business Scenario	Feature	How It Helps	Business Benefit
Agents spend significant time drafting repetitive responses.	Response Generator	Generates contextual draft responses using available knowledge sources.	Faster response times and improved agent productivity.
Agents need assistance improving written communication.	Writing Assistant	Rewrites, summarizes, translates, and corrects content directly within the editor.	More consistent and professional customer communication.
Knowledge base authors need help creating documentation.	Smart Article Assistant	Generates, summarizes, and improves knowledge base content.	Faster article creation and maintenance.
Organizations need AI responses aligned with internal processes.	Custom Prompts	Allows administrators to define organization-specific prompts.	AI-generated content that better matches business requirements.
Organizations need to control which agents can use AI-powered features.	AI Assist Access	Allows administrators to assign, revoke, and track AI Assist access for agents.	Controlled AI Assist access and improved license management.

Troubleshooting

AI Assist Features Are Disabled or Read-Only

Possible Cause

AI Assist has not been enabled.

Resolution

Navigate to AI > AI Assist.
Turn on the Enable AI Assist toggle.

Frequently Asked Questions

Can I enable only specific AI Assist features?
Yes. You can selectively enable only the AI Assist features required by your organization.
Why do I see AI Assist features before AI Assist is enabled?
All available AI Assist features are displayed so administrators can review available capabilities. These features remain in a read-only state until AI Assist is enabled.
Do I need to enable every AI Assist feature?
No. You can enable only the features that align with your support processes and business requirements.

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