AI Assist (Copilot) Will Require a Paid Add-on – What You Need to Know
The AI Assist feature in BoldDesk is currently available at no cost during the promotional period ending January 19, 2026. After this date, AI Assist will be available as a paid add-on, and complimentary access will no longer be offered.
Effective January 20, 2026, AI Assist will transition to a paid add-on, and standard pricing will apply.
- AI Copilot has been renamed to AI Assist. References to AI Copilot in older documentation, screenshots, reports, and communications refer to the same feature.
- AI Assist is available exclusively as an add-on for the Momentum (legacy) and Enterprise plans.
- Beginning on October 01, 2026, AI Assist will consume AI Credits for new customers. Existing customers will continue using the current AI Assist agent seat licensing model.
What’s Changing for AI Assist Access
All AI Assist seats that were provided during the free access period will be automatically removed. As a result, agents will no longer have access to the following AI Assist features:
- AI Assist Response Generator
- Ticket Summaries
- Content Enhancement (Rewrite text, correct grammar, expand text, or shorten text to improve communication quality.)
- Multilingual Support (Translate text into multiple languages instantly.)
- KB Article Generation
- Article Summaries
- Article SEO Optimization
- Generative AI Search in Knowledge Base (Customer Portal)
To continue using AI Assist, you must purchase the AI Assist add-on. After purchasing AI Assist seats, ensure that the seats are assigned to the appropriate agents to restore access to AI Assist features.
To purchase the AI Assist add-on, please refer to this article: How to Purchase AI Add-ons in BoldDesk Active Subscription.
Once purchased, administrators can assign AI Assist access to agents based on business needs. To assign AI Assist access to an agent, follow the instructions in How to Assign and Revoke AI Assist Access for Agents in BoldDesk.
Important Note
Even if an agent already has a valid BoldDesk agent seat license, AI Assist will not function unless an AI Assist agent seat add-on is purchased and assigned to that agent. To continue using AI Assist, purchase the required AI Assist agent seats and assign them to the appropriate agents.
Frequently Asked Questions (FAQ)
Do I need to purchase AI Assist seats for all agents?
No. You only need to purchase AI credits. Administrators can choose which agents receive AI Assist seats based on usage needs. This will apply for new customers.
For existing customers, you only need to purchase AI Copilot agent seats for the agents who require Copilot access. Administrators can choose which agents receive Copilot seats based on usage needs.
Can I Add fewer AI Assist seats than my total agent seats?
Yes. AI Assist seats are independent of agent seats. You can add any number of AI Assist seats, as long as they are assigned to active agents.
Can AI Assist access be reassigned between agents?
Yes. Administrators can remove AI Assist access from one agent and assign it to another, as long as the total number of assigned AI Assist seats does not exceed the active count.
Does AI Assist work automatically once AI Credits are purchased?
No. After purchasing AI credits, an administrator must explicitly assign an AI Assist seat to each agent who should have access.
The AI button in the ticket creation toolbar has disappeared. I’m on an Enterprise/Momentum plan with active seats. Why?
The disappearance of the AI button is expected and is not related to your plan. AI Assist was available at no cost until Jan 19, 2026 and is now a paid add-on. Agents without an assigned AI Assist seat will not see the AI button.
Related Article
BoldDesk AI Assist: Your Intelligent Assistant for Customer Service
How to Activate AI Assist Features in BoldDesk
How to Assign and Revoke Assist Access for Agents in BoldDesk
