How to Purchase or Update AI Assist Agent Seats (Legacy Subscriptions)
This article applies only to customers who subscribed to BoldDesk before October 1, 2026.
For eligible legacy subscriptions, AI Assist is available as a separate add-on and is billed based on the number of AI Assist Agent seats purchased. You can manage AI Assist seats from the Billing & Subscription page, review prorated charges, and confirm updates using the default payment method managed through Stripe.
The purchase and seat-management process described in this article applies only to customers who subscribed to BoldDesk before October 1, 2026.
Customers who subscribed on or after October 1, 2026 cannot purchase AI Assist Agent seats. Instead, AI Assist consumes AI credits based on usage, similar to AI Agent, and they can add unlimited agents for AI Assist control.
Prerequisites
Before you begin, ensure that:
- You subscribed to BoldDesk before October 1, 2026.
- You have an active BoldDesk Enterprise or Momentum (Legacy) subscription.
- You can access Admin Center > Billing & Subscription.
- The Manage billing and subscription permission is enabled for your role.
- A valid default payment method is configured in Stripe.
Billing Behavior
For eligible subscriptions created before October 1, 2026, AI Assist is billed separately from standard BoldDesk agent seats.
- AI Assist is billed per assigned AI Assist Agent seat.
- If AI Assist is activated or the number of seats is increased during the current subscription cycle, the charge is prorated for the remaining duration of the cycle.
- AI Assist appears as a separate line item on subscription invoices.
- If AI Assist seats are reduced, the change may take effect on the next billing date.
Customers who subscribed on or after October 1, 2026 use AI credits for AI Assist and do not purchase AI Assist Agent seats.
Assign AI Assist Access to Agents
After purchasing AI Assist Agent seats, assign AI Assist access to the required agents.
For instructions, refer to AI Assist Access Control for Agents in BoldDesk.
Purchasing AI Assist Agent seats does not automatically grant AI Assist access to agents. Assign access to the required agents after completing the purchase.
Purchase or Update AI Assist Agent Seats
To purchase or update AI Assist Agent seats:
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Sign in to your BoldDesk account.
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Go to Admin Center > Billing & Subscription.
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In the AI Assist section, do one of the following:
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If AI Assist is not active, click Purchase AI Assist.
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If AI Assist is already active, click Manage AI Assist.
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In the Update AI Assist dialog, enable AI Assist if it is not already enabled.
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Enter or update the number of AI Assist Agent seats.
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Review the amount displayed for the selected number of seats.
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Review the prorated Total due today amount.
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Click Continue.
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In the Payment Method step, review the payment summary.
The page displays:
- AI Assist amount: The total AI Assist cost based on the selected number of seats and billing cycle.
- Subtotal: The amount before tax.
- Tax: The applicable tax amount, if any.
- Total due today: The prorated amount charged immediately for the remaining period of the current billing cycle.
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To update or change the default payment method before confirming the purchase, click Manage Payment Method. The Stripe-hosted payment method management page opens.
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Click Update to confirm the AI Assist purchase or seat update.
After the update is completed, the subscription changes are reflected in the application within 15 minutes.
To change the payment method before updating AI Assist seats, click Manage Payment Method. Payment methods are managed securely through Stripe, and BoldDesk does not store payment card details.
Payment Verification
If additional payment verification is required, Stripe processes the verification using the default payment method configured for the subscription.
You may be asked to complete verification through the card issuer by entering a one-time code or password or approving the payment through the bank.
Stripe handles card verification, including 3D Secure authentication. BoldDesk does not collect or store payment card details.
Frequently Asked Questions
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Who can use the purchase and seat-management process described in this article?
This process applies only to customers who subscribed to BoldDesk before October 1, 2026 and have an eligible active subscription. -
Which plans support the AI Assist add-on?
For eligible subscriptions created before October 1, 2026, AI Assist is available as an add-on for Enterprise and Momentum (Legacy) plans. It must be purchased separately. -
Is AI Assist included with standard agent seats?
No. AI Assist Agent seats are billed separately from standard BoldDesk agent seats. -
How is AI Assist billed?
AI Assist is billed per agent based on the selected billing cycle and appears as a separate line item in the subscription billing. -
Are AI Assist charges prorated if seats are activated or increased during a billing cycle?
Yes. If AI Assist is activated or additional seats are purchased during the current subscription cycle, the charge is prorated for the remaining duration. -
How do I purchase or update AI Assist Agent seats?
Go to Admin Center > Billing & Subscription, and then click Purchase AI Assist or Manage AI Assist in the AI Assist section. -
Does BoldDesk store payment card details?
No. Stripe manages and processes payment methods securely. BoldDesk does not store payment card details. -
Can I change the payment method before purchasing AI Assist Agent seats?
Yes. In the Payment Method step, click Manage Payment Method to update the default payment method through Stripe. -
Can agents use AI Assist without an assigned seat?
No. Only agents with AI Assist access can use the applicable AI Assist features. -
What should I do after purchasing AI Assist Agent seats?
Assign AI Assist access to the required agents through the AI Assist access-control settings. -
How long does it take for an AI Assist seat update to appear?
After the update is completed successfully, the changes are reflected in the application within 15 minutes.
