BoldDesk AI Feature Changes: Action Required From January 20, 2026
BoldDesk delivers modern customer service through AI Copilot and AI Agent—two AI-driven capabilities designed to simplify support operations, boost agent productivity, and deliver faster, more satisfying customer experiences. These features help teams work smarter by generating accurate responses and providing actionable assistance directly within the support workspace.
This article explains when the changes take effect, and what actions you may need to take.
- Currently, all AI features are available with free access. This will change starting January 20, 2026. Both AI Copilot and AI Agent add-ons are available only for Momentum(legacy) and Enterprise plans.
- Free credits are provided on a monthly basis and are automatically reset on the 20th of each month or on your BoldDesk purchase date. Unused credits do not roll over to the next month.
AI Copilot: Free Access Ending
Free access to AI Copilot will be completely revoked starting January 20, 2026. To continue using AI Copilot after this date, organizations must purchase Copilot seats as a paid add-on.
Learn more: AI Copilot Will Require a Paid Add-on – What You Need to Know
AI Agent: Limited Free Credits
AI Agent will continue to be available as an add-on with limited free credits, based on your subscription plan. Once the included free credits are fully consumed, the AI Agent will stop responding until additional credits are purchased.
To avoid interruptions in AI Agent responses, we recommend purchasing additional AI credits in advance.
Learn more: Understanding AI Credits in BoldDesk AI Agent
What You Should Do Now
- Review your current usage of AI Copilot and plan for purchasing Copilot seats if continued access is required.
- Monitor AI Agent credit usage and purchase additional credits to ensure uninterrupted AI responses.
Frequently Asked Questions
1. When will AI Copilot free access end?
AI Copilot free access will be revoked starting January 20, 2026.
2. What must an organization purchase to keep using AI Copilot after January 20, 2026?
Organizations must purchase AI Copilot seats as a paid add-on.
3. Will AI Agent still work after January 20, 2026?
Yes. AI Agent remains available with limited free credits depending on the subscription plan, and additional credits can be purchased.
4. What happens when AI Agent free credits are used up?
AI Agent stops responding until additional credits are purchased.
5. Do unused free AI credits roll over to the next month?
No. Unused credits do not roll over.
6. When do free AI credits reset?
Free credits reset automatically on the 20th of each month or on the BoldDesk purchase date.
7. Which BoldDesk plans can buy AI Copilot and AI Agent add-ons?
Both add-ons are available only for Momentum (legacy) and Enterprise plans.
8. What should teams do to avoid service interruptions?
Monitor AI Agent credit usage and purchase additional credits before credits run out; plan for Copilot seat purchases before January 20, 2026 if AI Copilot is needed.
