How to Enable or Disable AI Copilot in BoldDesk
AI Copilot 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 Copilot and control which AI-powered features are available to agents.
This article explains how to enable or disable AI Copilot, manage access, and troubleshoot common issues.
Prerequisites
Before enabling AI Copilot, ensure that:
- AI Copilot is available for your BoldDesk subscription.
- You have the necessary permissions to manage AI settings.
- Your organization has purchased the required AI Copilot licenses for agents who will use AI-powered features.
- AI Copilot features are supported only on the Momentum (Legacy) and Enterprise plans. If you are subscribed to a different plan, AI Copilot functionality is not available.
- AI Copilot features are visible in the AI Copilot configuration page even before AI Copilot is enabled. However, all features remain in a read-only state and cannot be configured until the Enable AI Copilot toggle is turned on. Hovering over a feature displays a message indicating that AI Copilot must be enabled to access its configuration.
Enable AI Copilot
To enable AI Copilot:
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Navigate to AI > AI Copilot.
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Locate the AI Copilot Configuration tab.
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Turn on the Enable AI Copilot toggle.
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Select the AI Copilot features you want to make available.
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Click Update.
When AI Copilot is enabled, the selected AI-powered features become available within BoldDesk based on your configuration.
You do not need to enable every AI Copilot feature. Enable only the features that support your business requirements and support workflows.
Disable AI Copilot
If your organization no longer requires AI-powered assistance, you can disable AI Copilot at any time.
To disable AI Copilot:
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Navigate to AI > AI Copilot.
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Locate the AI Copilot Configuration tab.
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Turn off the Enable AI Copilot toggle.
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Click Update.
Once disabled, AI Copilot features become unavailable to agents until AI Copilot is enabled again.
Disabling AI Copilot does not delete existing tickets, knowledge base articles, AI-generated content, or Copilot license assignments. It only prevents users from accessing AI Copilot features moving forward.
Permissions
Only agents with the appropriate role permissions can access and manage AI Copilot settings.
To manage AI Copilot, the agent’s role must have:
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The AI Copilot module enabled.
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The Manage AI Co-pilot permission enabled.
For more information about roles and permissions, explore Managing Roles and Permissions in BoldDesk.
Enabling AI Copilot does not automatically assign licenses to agents. Licenses must be assigned separately using Copilot License Management.
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. |
| Support teams manually populate ticket fields. | Field Prediction | Predicts and completes ticket field values based on ticket content. | Reduced manual effort and improved data accuracy. |
| Support managers need visibility into customer urgency. | Sentiment Analysis | Identifies customer sentiment and highlights potentially critical conversations. | Improved ticket prioritization and SLA compliance. |
| Customers create multiple tickets for the same issue. | Auto-Merge Tickets | Detects and merges duplicate tickets automatically. | Reduced ticket duplication and cleaner support workflows. |
| Knowledge base authors need help creating documentation. | Smart Article Assistant | Generates, summarizes, and improves knowledge base content. | Faster article creation and maintenance. |
| Customers reply with simple thank-you messages after issue resolution. | Thank-You Detector | Prevents unnecessary ticket reopening. | Reduced ticket noise and better ticket lifecycle management. |
| 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. |
Troubleshooting
AI Copilot Features Are Disabled or Read-Only
Possible Cause
- AI Copilot has not been enabled.
Resolution
- Navigate to AI > AI Copilot.
- Turn on the Enable AI Copilot toggle.
- Click Update.
Agents Cannot Access AI Copilot Features
Possible Causes
- AI Copilot license has not been assigned.
- Required features are disabled.
Resolution
- Verify that AI Copilot is enabled.
- Confirm that the required feature is enabled.
- Open Copilot License Management.
- Verify that a Copilot license has been assigned to the agent.
Changes Are Not Saved
Possible Causes
- Session timeout.
- Temporary connectivity issues.
Resolution
- Confirm that you have administrative permissions.
- Refresh the page and sign in again if required.
- Reapply the changes and click Update.
Frequently Asked Questions
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Can I enable only specific AI Copilot features?
Yes. You can selectively enable only the AI Copilot features required by your organization. -
Do all agents automatically receive access after AI Copilot is enabled?
No. Administrators must assign a Copilot license to agents before they can access AI Copilot features. -
Can I assign Copilot licenses before enabling AI Copilot?
No. AI Copilot must be enabled before Copilot licenses can be assigned and managed. -
Why do I see AI Copilot features before AI Copilot is enabled?
All available AI Copilot features are displayed so administrators can review available capabilities. These features remain in a read-only state until AI Copilot is enabled. -
Do I need to enable every AI Copilot feature?
No. You can enable only the features that align with your support processes and business requirements.
Related Articles
- How to Add and Manage AI 2.0 Knowledge Sources in BoldDesk
- AI Copilot Features and How it Works in BoldDesk
- How to Generate Customer Responses Using BoldDesk AI Copilot
- How to Use AI Summary Feature in BoldDesk
- How to Enable and Configure AI Field Prediction in BoldDesk
- Prevent Ticket Reopenings with Thank You Detector in BoldDesk
- How to Use BoldDesk AI Sentiment Analysis
- Install and Configure Auto-Merge Tickets Integration
