How to Assign AI Agents to Omnichannel in BoldDesk

BoldDesk enables the assignment of AI agents to various communication channels, facilitating efficient customer support across platforms such as Live Chat, WhatsApp, Facebook, Instagram, SMS, Telegram, and LINE.

This article outlines the different methods for assigning AI agents to these channels.

Methods to Assign AI Agents Across Channels

BoldDesk provides multiple methods to assign AI agents to channels. Choose the one that suits your workflow.

Method 1: Assign AI Agent to an Omnichannel via AI Agent Settings

This method is useful when managing multiple channels for a single AI agent.

Steps:

1. Go to AI module → AI Agents.

2. Select the AI agent you want to configure.

   
   
   

3. Navigate to the Deploy tab.

4. Click Add Channel.

   

5. In the dialog, select the channels for deploying your AI agent.
   You will see options such as:

   • Live Chat – Deploy your AI agent to respond instantly to customer queries on your website’s live chat.
   • Web Widgets – Deploy your AI agent on your web widget for instant customer query handling.
   • WhatsApp (Meta Cloud API) – Handle customer conversations on WhatsApp with automated replies.
   • Facebook – Respond to inquiries on Facebook Messenger automatically.
   • Instagram – Reply to Instagram messages and provide instant assistance.
   • Twilio SMS – Manage customer interactions via SMS with quick responses.
   • Telegram – Respond to messages in real time and provide continuous support.
   • WhatsApp (Gupshup) – Handle WhatsApp conversations with automated replies.
   • Line – Manage customer conversations on Line with instant replies and assistance.
   • WhatsApp (Twilio) – Handle WhatsApp conversations with automated replies.
     Click Select under each channel you want to configure.

6. For the selected channel, choose the accounts you want to link to this AI Agent and click Save to apply the configuration for that channel.

   

7. Optionally, repeat steps 6 and 7 to add the AI Agent to other channels.

Method 2: Assign AI Agent to an Omnichannel via Workflow

1. Go to Admin → Automation → Workflows.

2. Choose a Workflow Trigger.

   

3. Click Add Workflow in the top-right corner.

   

4. In the Create New Workflow dialog:

   • Enter a descriptive workflow name.

   • Choose the workflow’s brand.

   • Select your preferred channel as Source.

   • Optionally pick the account associated with the channel.

   • Optionally, add conditions to apply the rule to specific chats.

   • Click Next to proceed.

     

5. Inside the Workflow Designer add a block by clicking the plus icon.

6. Add workflow blocks as needed.

7. At the end, select the exit option End & Transfer to AI.

   

8. In the End & Transfer to AI dialog:

   • Select an AI Agent for that Workflow from the dropdown (or click Create AI Agent).
   • Under AI Agent Reply Settings, choose:
     • Respond to the last message, or
     • Wait for the new message.
   

9. Click Publish & Activate.

Method 3: Assign AI Agent to an Omnichannel via Channel Settings

Use this method when you want to configure AI agents directly from the channel settings.

Steps to Enable AI Agent for a Channel Account:

1. Navigate to Admin → Chat → Channels.

2. Select the desired channel (e.g., Live Chat, WhatsApp, Facebook, Instagram, SMS, Telegram, and LINE).

3. Go to the Account Management page.

4. Do one of the following:

   • Add a new account/page/number: Click Add Account, Add Page (for Facebook), or Add Number (for SMS).
   • Edit an existing account/page/number: Click the three-dot menu next to the account, page (for Facebook), or number (for SMS), then select Edit.
   

6. In the Edit Account or Add Account dialog, enable AI Agent, then choose the desired agent from the dropdown.

7. Click Save to apply the configuration.

   

Frequently Asked Questions (FAQs)

1. Can I assign one AI agent to multiple channels?
Yes. A single AI agent can be deployed across multiple channels within the same brand, such as Live Chat, WhatsApp, Facebook, Instagram, SMS, Telegram, and LINE.

2. What are the different methods to assign AI agents to channels in BoldDesk?
BoldDesk provides three methods:

• Channel Settings – Configure AI agents directly when adding or editing a channel account.
• AI Agent Settings – Assign multiple channels to a single AI agent from the AI module.
• Workflow – Use automation workflows to transfer conversations to an AI agent.

3. When should I use Channel Settings to assign an AI agent?
Use Channel Settings when you want to enable an AI agent while adding or editing a specific account, page (for Facebook), or number (for SMS) within a channel.

4. When should I use AI Agent Settings to assign an AI agent?
Use AI Agent Settings when you want to manage multiple channels for a single AI agent in one place. This is ideal for centralized configuration.

5. What permission is required to assign AI agents via AI Agent Settings?
An agent must have the Manage AI Agent Settings permission to assign AI agents using the AI Agent Settings method.

6. Can I assign an AI agent to channels across different brands?
No. AI agents can only be assigned to channels within the same brand. Brand isolation ensures data security and proper customer segmentation.

7. How do I assign an AI agent using workflows?
Create a workflow under Admin → Automation → Workflows, select the channel as the source, and add the End & Transfer to AI block. Then choose the AI agent and configure reply settings.

8. Can multiple accounts within a channel be linked to the same AI agent?
Yes. For each channel, you can select multiple accounts when assigning an AI agent.

Related Article

AI Agent Support for Omnichannel