Getting Started with BoldDesk AI Copilot
What is AI Copilot
AI Copilot is an intelligent, embedded assistant inside BoldDesk that helps support agents handle tickets and live chats more efficiently. It uses AI to draft responses, summarize conversations, and surface relevant knowledge base content—all while maintaining accuracy, consistency, and brand alignment.
It supports:
- AI‑generated ticket responses in the Ticket and Chat module
- Conversation summaries
- Multi-language detection & replying
- Knowledge-base grounded responses
The AI Copilot functionality is offered exclusively as an add-on for the Momentum and Enterprise plans.
Key benefits of using AI Copilot
AI Copilot strengthens support operations by offering:
- Productivity Enhancements
- Reduces agent workload by drafting replies
- Speeds up ticket resolution and chat interactions
- Quality Improvements
- Ensures tone‑consistent, brand-aligned, and grammatically correct communication
- Provides KB‑grounded, accurate responses
- Collaboration & Knowledge Efficiency
- Surfaces relevant KB articles during responses
- Helps maintain consistent knowledge usage across the team
- Multilingual Support
- Detects message language automatically
- Generates translated replies in real time
What Can AI Copilot Do for Your Support Team?
- Generate reply suggestions for tickets
- Summarize long or complex conversations
- Improve clarity, tone, and professionalism of responses
- Help agents respond faster and more confidently
- AI Copilot enhances agent efficiency without removing human control.
Where AI Copilot Works
AI Copilot is active in:
| Module | Functionality |
|---|---|
| Ticket Module | Response Generator: Creates context-aware replies using configured data sources. Refine Responses: Includes Rephrase, Elaborate, Shorten, Correct Grammar. Translate: Converts ticket responses into different languages. Ticket Summary: Generates concise summaries of long ticket threads. Generate Ticket Titles: Auto-creates clear, concise titles from descriptions. |
| Chat Module | Response Generator: Provides quick, accurate replies during live chats. Refine Responses: Same features as ticket responses (Rephrase, Elaborate, Shorten, Correct Grammar). Translate: Supports multilingual chat interactions. Chat Summary: Summarizes lengthy chat threads for quick review. |
| Knowledge Base (KB) Module | Generate KB Articles: Creates articles from specified topics. KB Summary: Produces concise summaries of existing KB articles. KB SEO Attributes: Generates SEO-friendly meta descriptions for KB articles. |
Kindly consult the articles provided for detailed information on BoldDesk AI Copilot Features for Customer Support.
How to Pay for AI Copilot
AI Copilot is a paid add‑on where organizations purchase Copilot seats and assign them to agents. Each seat is billed per assigned agent. Refer to BoldDesk KB guides for purchasing:
- How to Purchase AI Copilot Agent seats in BoldDesk Active Subscription
- How to Purchase AI Add-ons During Trial Subscription.
How to Assign AI Copilot to an Agent
You must have the Manage AI-Copilot permission to assign or revoke access.
To assign AI Copilot to agents:
- Go to AI Module → AI Copilot → Access Control
- Click Assign Agent
- Select agents from the dropdown
- Click Add and then Save
Please consult the article AI Copilot Access Control for Agents in BoldDesk for further information.
How to track AI Copilot usage and value
Use reporting tools to analyze:
- Copilot engagement
- Time saved
- Recommendation usage
- AI-generated replies count
- Productivity improvements
Refer here on Overview of AI Usage Dashboard and Overview of AI Copilot Report
Frequently Asked Questions (FAQ)
1. What does AI Copilot do inside BoldDesk?
AI Copilot generates replies, summarizes conversations, and suggests KB content for support agents.
2. Does AI Copilot interact directly with customers?
No. AI Copilot assists agents, while AI Agent interacts directly with customers.
3. Do I need to buy seats to use AI Copilot?
Yes. AI Copilot requires purchasing seats for each agent who will use it.
4. Can AI Copilot support multilingual conversations?
Yes. It can detect languages and generate translated replies.
5. Is AI Copilot available on all BoldDesk plans?
No. It is available only on Momentum and Enterprise plans as a paid add-on.
6. Can AI Copilot draft replies in multiple languages?
Yes. It detects and responds in the user’s language automatically.
