How to Manage AI Agents in BoldDesk
Managing AI Agents in BoldDesk helps support teams deliver automated customer service across channels. This guide covers configuring agents, renaming, assigning roles, training with content, customizing tone and behaviour, deploying on platforms, managing multiple agents, testing performance, and setting permissions for efficient operation and improved support.
The AI Agent functionality is offered exclusively as an add-on for the Momentum and Enterprise plans.
Creating and Deploying the AI Agent
Creating and deploying an AI Agent in BoldDesk involves configuring the agent and enabling it to interact with customers via support channels like live chat and WhatsApp. Please refer to this article for a step-by-step guide on creating and deploying AI Agents.
Creating Multi-AI Agent in BoldDesk
BoldDesk enables organisations to create and manage multiple AI agents, each tailored to specific support areas or business functions. Please refer to this article for more insights.
After the creation of an AI Agent, it is not possible to modify the associated brand.
Editing AI Agent Details
Editing AI Agent Details in BoldDesk involves modifying the settings, content, and behaviour of an existing AI Agent to enhance its customer interactions and task performance. Please follow the steps below;
- Navigate to the AI Module and select Agents under the AI Agents section. This will display a list of existing agents, including both published and draft versions.
- On the Agent you want to edit, click on More Options icon, then select Edit to open the dialog box. You can change the Name and Description and click Update to save the changes.
- Content, Guidance, and AI Action can be adjusted upon opening the specific AI Agent as demonstrated below. The AI Agent’s name and description may also be modified on this page by selecting the edit icon located above the name.
- You can modify the AI Actions ranging from MCP server and API. Please check this article for more insights.
Testing the AI Agent
Testing ensures your AI Agent responds accurately before going live.
- Use the Test Agent feature in the AI Module.
- Simulate customer queries and validate responses.
- Adjust content or behaviour based on test results.
Please check this article for more information. Once you have tested your AI Agent, you can choose the next step: either Save as Draft, Publish, or Deploy depending on your use case.
Difference Between Deploy, Publish and Save as Draft
In BoldDesk, the terms Deploy, Publish, and Save as Draft refer to different stages of managing an AI Agent or content like articles.
Deploy
Assigns the AI Agent to a specific channel (for example, Live Chat, WhatsApp, Facebook).
Deploying AI Agent alone does not make the agent active—it must also be published.
Publish
Makes the AI Agent live and active. The agent begins responding to queries in deployed channels.
Save as Draft
Stores the agent configuration without activating it. Useful for editing and testing before going live.
The AI Agent can be saved as draft at any stage after creation. However, move to draft applies only to AI Agents that have been published as a way to unpublish.
Deleting AI Agents
Deleting an AI Agent will stop their activity and billing while preserving historical data for auditing purposes. To delete an AI Agent, follow the steps below;
- Go to the AI Module and choose Agents within the AI Agents section.
- On the Agent you want to delete, click on More Options icon, then select Delete to open the delete dialog box.
- Deleting the AI Agent will permanently remove all associated configurations. Reconfiguration will be required to restore functionality.
If an AI Agent assigned to a channel is deleted, it will be removed from that channel. The channel will then be managed by a human agent until a new AI Agent is deployed. Nevertheless, the records of prior conversations managed by the AI Agent will be retained for auditing purposes.
Permission Required to Manage AI Agents
To manage AI Agents, users must have Manage AI Agents permission under AI module.
Frequently Asked Questions (FAQs)
Q1: Can I change the brand after creating an AI Agent?
A: No. Once an agent is created, its brand cannot be modified.
Q2: What happens if I delete an AI Agent assigned to a channel?
A: The channel will revert to human agent management. Historical data remains available for auditing.
Q3: Can I test an AI Agent before publishing?
A: Yes. Use the Test Agent feature to simulate interactions before publishing.
Q4: What’s the difference between Deploy and Publish?
A: Deploy assigns the agent to a channel; Publish activates it for live use.
