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.

Accessing the AI Agents Page

1. Go to AI Center → AI Agents to view all agents (Published and Draft).

2. Use Search or the Published/Draft filters to find an agent.

   

Creating and Deploying an AI Agent

Creating and deploying an AI Agent involves configuring the agent and enabling it to interact with customers via channels like Live Chat and WhatsApp. Learn more on Unveiling the BoldDesk AI Agent: Your 24/7 Virtual Support Assistant.

Working With Multiple AI Agents

BoldDesk enables organisations to create and manage multiple AI Agents tailored to different support areas or business functions. Learn more on Unveiling the BoldDesk AI Agent: Your 24/7 Virtual Support Assistant.

Editing an AI Agent

To edit an AI Agent, click its card on the AI → AI Agents page.

1. On AI → AI Agents, click the agent you want to edit.

2. The agent opens with these tabs (top-left):

   • Configure
   • Unanswered Questions
   • Performance

Configure

The left sidebar contains these sections:

• Persona

  • Agent Name, Display Name
  • Avatar (select from the avatar list)
  • Description
  • Response Language
    • Customer Query Language or Fixed Language (dropdown)
  • Tone of Voice: Professional, Casual, Balanced and Witty, Friendly
  • Response Length: Default, Short, Medium, Long

• Guidance
  Provide system instructions and behaviour rules.

• Knowledge Sources
  Connect knowledge bases and documents for the agent to use.

• AI Tools
  Manage built-in or connected tools the agent can call.

• API
  Configure API-related settings used by the agent.

• MCP Server
  Connect and manage MCP server integrations.

  

A Preview panel appears on the right to test the agent’s responses as you edit.

Use Discard or Update at the bottom-right to cancel or save your changes.

Unanswered Questions

Review unresolved queries to find content gaps and improve accuracy.

• Filters (top): First Occurrence, Last Occurrence, Status → Apply

• Table columns:

  • Question Intent
  • Questions Count
  • First Occurrence
  • Last Occurrence
  • Brand
  • Status (set per row, e.g., Pending)

• Row actions: Use the ⋮ menu to take actions on an item.

  

Performance

Track the agent’s activity and consumption over time (with a date range such as Last 7 Days).

• KPIs (top):

  • Deflection Rate (e.g., 75%)
  • Escalation Rate (e.g., 25%)
  • Daily Credits Consumption (e.g., 2)
  • Total Credits Used (e.g., 10)

• Charts:

  • AI Agent Conversation by Time (Deflection vs. Escalated)
  • Credits Consumption Over Time

• Reports: View Usage Report and View Performance Report

  

You can modify the AI Actions ranging from MCP server and API. Explore more on Setting Up AI Actions in BoldDesk: API & MCP.

Testing the AI Agent

1. In the agent editor, use the Preview panel (“Give your AI Agent a try”) to simulate customer queries.

   

2. Validate responses; refine Guidance, Knowledge Sources, or AI Tools as needed.

3. When satisfied, choose your next step:

   • Publish (make the agent live)
   • Map Channels / Deploy (assign the agent to channels)

Learn more on Customizing and Testing AI Agent Capabilities in BoldDesk.

Difference Between Deploy, Publish and Save as Draft

Deploy

Assigns the AI Agent to a specific channel (e.g., Live Chat, WhatsApp, Facebook) via Map Channels.

Publish

Makes the AI Agent live and responsive on deployed channels.

Save as Draft

Stores the configuration without activating it—useful for editing and testing.

Deleting an AI Agent

Delete from the AI Agents list by hovering the card.

1. Go to AI → AI Agents.

2. Hover over the agent card to reveal the Delete (trash) icon.

   

3. Click Delete, review the prompt, and confirm by clicking Delete Agent.

   

• Deleting removes the agent and its configurations. Re-creating the agent will require full reconfiguration.

AI Agent Deployment Rules in BoldDesk

AI Agents in BoldDesk are brand-specific tools designed to automate live support. Their deployment follows strict rules to maintain brand isolation and ensure consistent behaviour.

Deployment Guidelines

• Brand Isolation
  AI Agents are configured per brand and cannot be shared across brands.

• Customer Uniformity
  Once deployed and published, an AI agent serves all customers under its brand. Selective enablement per customer is not supported.

• Channel Compatibility
  Channels must belong to the same brand as the AI agent.
  Applies to:

  • Widget-based: LiveChat, WebWidget
  • Account-based: WhatsApp, Instagram, Twilio, LINE, Telegram, Facebook

• Multiple AI Agents per Channel
  A channel can host multiple AI agents if they all belong to the same brand as the channel, allowing specialised workflows.

Permission Required to Manage AI Agents

To manage AI Agents, users must have the Manage AI Agents permission under AI module

Frequently Asked Questions (FAQs)

Q1. Can I change the brand after creating an AI Agent?
A: No. The brand is fixed after creation.

Q2. What happens if I delete an AI Agent assigned to a channel?
A: The channel reverts to human agent handling; historical data remains for auditing.

Q3. Can I test an AI Agent before publishing?
A: Yes. Use the Preview panel inside the agent editor.

Q4. What’s the difference between Deploy and Publish?
A: Deploy maps the agent to channels; Publish activates it for live use.

Related Articles

• How to Customize and Test AI Agent Capabilities in BoldDesk
• Understanding How AI Copilots and Agents Respond Using Query Language
• Unveiling the BoldDesk AI Agent: Your 24/7 Virtual Support Assistant