BoldDesk delivers modern customer service through AI Assist (formerly AI Copilot) and AI Agent. These AI-powered capabilities help teams improve agent productivity, streamline support operations, and deliver faster customer service.

Starting November 1, 2026, BoldDesk will replace the seat-based licensing model for AI Assist with a credit-based usage model. All AI-related operations in BoldDesk will consume credits based on usage.

This article explains the changes and how to prepare for the transition.

AI Assist: Transition to Credit-Based Usage

Starting November 1, 2026, AI Copilot will be renamed AI Assist, and separate seat-based licenses will no longer be required.

Under the new model:

• AI Assist usage will consume credits instead of requiring individual seats.
• Credits will be consumed for AI-related operations based on the applicable usage rules.
• Organizations should monitor credit consumption and maintain sufficient credits to avoid service interruptions.

For existing AI Copilot customers

If you purchased AI Copilot seats, they are converted to AI Credits automatically. No action is needed.

• Transition credits: On November 1, 2026, we add credits for the days left in your current billing period in prorated, at 1,000 credits per seat per month. These credits stay available until your current billing period ends.
• From your next billing cycle: Your plan and price stay the same. Instead of seats, you get 1,000 AI Credits per month for each AI Copilot seat you had on November 1, 2026. Credits are added every month while your account is active, including on yearly plans.
• Changing your monthly credits: To increase or reduce your monthly credits, and the amount you pay, contact the BoldDesk support team.

Access control

You still choose which agents can use AI Assist from the AI Assist Access tile under AI settings. Access is no longer limited by the number of seats you purchase. Usage is limited only by your available credits.

When credits run low
You receive usage alerts as your balance drops. If credits reach zero, AI features pause until more credits are added. Manual ticket handling and non-AI workflows keep working as normal. To avoid interruptions, turn on Auto-Purchase or buy AI Credit Packs at any time.

Learn more: AI Copilot Features and How it Works in BoldDesk

AI Agent: Credit Consumption

AI Agent will continue to operate under the credit-based model. Its operations, along with those of AI Assist and other AI-powered features, will contribute to overall AI credit consumption.

Organizations should regularly review their credit usage and ensure sufficient credits are available to maintain uninterrupted AI functionality.

Learn more: Understanding AI Credits in BoldDesk AI Agent

What You Should Do

• Review your organization’s AI usage and anticipated credit requirements.
• Familiarize yourself with the credit-based model before November 1, 2026.
• Monitor credit consumption and ensure sufficient credits are available for ongoing AI operations.
• Review the applicable credit purchasing options and subscription requirements.

Frequently Asked Questions

1. When will AI Copilot be renamed AI Assist?

The name change will take effect on November 1, 2026.

2. What changes on November 1, 2026?

AI Copilot will be renamed AI Assist, and its seat-based licensing model will be replaced with credit-based usage.

3. Will AI Assist require a separate seat-based license?

No. AI Assist will use credits based on usage instead of requiring individual seats.

4. Which operations consume AI credits?

All AI-related operations in BoldDesk, including AI Assist and AI Agent operations, will consume credits according to the applicable usage rules.

5. What happens when the available credits are exhausted?

AI-powered operations may become unavailable or stop responding when no credits remain. Ensure sufficient credits are available to avoid interruptions.

6. How can organizations prepare for this change?

Organizations should review their AI usage, understand the credit-based model, monitor credit consumption, and ensure sufficient credits are available.

Related Articles

1. How to Purchase AI Add-ons When Upgrading From a Trial Subscription
2. How to Purchase AI Copilot Agent Seats in BoldDesk Active Subscription
3. How to Purchase AI Agent Credits in BoldDesk Active Subscription
4. AI Copilot Features and How it Works in BoldDesk
5. How to Create and Configure BoldDesk AI Agent
6. Understanding AI Credits in BoldDesk AI Agent