How to Set-up Email AI Agent in BoldDesk AI 2.0
Email AI Agent is an AI-powered agent primarily designed to automatically generate and send the first response to email-based support requests. In BoldDesk AI 2.0, its capabilities have been extended to support tickets originating from other supported sources, including Customer Portal, Agent Portal, API, and MCP. This enables organizations to deliver consistent AI-powered first responses across multiple ticket channels while maintaining email automation as its primary use case.
By leveraging AI-driven, context-aware workflows, Email AI Agent helps automate customer communications, reduce response times, and deliver consistent, high-quality support experiences. The agent uses your configured knowledge sources to generate accurate and relevant responses, minimizing manual effort while improving service efficiency and scalability.
- AI Agent Credits are available as an add-on exclusively for customers on the Momentum (Legacy) and Enterprise plans. Learn more on Understanding AI Agent Credits in BoldDesk.
- Email AI Agent responses consume AI credits depending on the complexity of the query.
Prerequisite
To set up the Email AI Agent in BoldDesk AI 2.0, an agent must be assigned the AI Agent Builder Full Access permission. Learn more on How to Configure AI Agent Builder Access Permission.
Core Capabilities
The Email AI Agent can:
- Automatically generate and send first responses to incoming tickets.
- Provide instant automated responses across supported ticket sources.
- Improve response accuracy by referencing knowledge sources such as Knowledge Base articles, Q&A content, Web pages, files, and documents.
- Deliver context-aware responses based on available data sources.
- Reduce repetitive manual work and accelerate support response times.
These capabilities help support teams improve efficiency while maintaining consistent customer communication.
Configuring an Email AI Agent in BoldDesk
Email AI Agent can be configured for every brand, with each brand allowing configuration of only one Email AI Agent. Follow the steps below to configure your AI Agent.
- Go to the AI Centre in BoldDesk.
- Click on Email AI Agent.
- From the left pane, click on the preferred brand to customize their Email AI Agent. Use the search option to search for the preferred brand.
- Configure the conditions that will trigger the Email AI Agent automation, then click on next.
- Example: Source is API
- Example: Source is API
- Choose the action the Email AI Agent should perform. This action will act as the AI response. You can insert the preferred placeholders and tags into your AI response.
- Add reply (SLA will be calculated)
- Add Public Note (SLA will not be calculated)
- Add Private Note (SLA will not be calculated)
- Click on save to activate the setup. After saving, the Email AI Agent toggle will be enabled, allowing you to switch it on or off according to your preference.
- When writing the description for the action, include the placeholder: {{ticket.ai.suggested_answer}}. This allows the agent to generate AI-powered reply content dynamically.
- After you configure and save your Email AI Agent, the corresponding brand for the Email AI will be marked as active from the Email AI Agent configuration page.
Viewing Email AI Agent Usage and Report
Email AI Agent consumes AI credits for every generated response based on query complexity.
You can monitor:
- Remaining AI credits
- Credit consumption
- Usage trends
- Credit alerts
- Usage reports
Selecting Usage & Reports redirects you to the AI Credits Usage Dashboard, where the remaining credit balance is displayed. Explore Overview of AI Credits Usage Dashboard.
Email AI Agent Usage and Alerts
You can view the Email AI Agent Usage and Alerts from the configuration page by clicking on Usage & Alerts. This will redirect you to the AI Agent Usage & Alerts page. Explore How to Monitor and Manage AI Credit Usage in BoldDesk for more insights.
Manage Email AI Agent
The Manage option allows you to open the AI Agent configuration page for the Email AI Agent. Certain configurations, such as instructions and system-managed settings, cannot be modified. However, you can manage supported configuration areas from the AI Agent configuration page.
Additional AI Agent Configuration Areas
The following configuration areas are available from the AI Agent configuration page:
| Configuration Area | Purpose | Related Article |
|---|---|---|
| Libraries | Allows you to securely store and manage files, text, web content, and Q&A content. You can link library content to the Email AI Agent so it can generate more accurate responses. | How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk |
| AI Tools | Allows you to configure external connections such as MCP servers and API actions that the AI Agent can use. | Configure External Connections for AI |
| Deploy | Allows you to map the AI Agent to supported channels. | How to Assign AI Agent 2.0 to Omnichannel in BoldDesk |
| AI Agent Versioning | Allows you to publish and manage different versions of the AI Agent. | AI Agent Versioning in BoldDesk AI 2.0 |
Key Benefits of Email AI Agent
The Email AI Agent helps support teams reduce manual effort, improve response times, and scale email support more efficiently.
| Benefit | How It Helps | Impact |
|---|---|---|
| Reduced Human Agent Hours | Reduces the time agents spend finding templates and sending repetitive responses. | AI can send replies instantly, helping teams handle more tickets without adding more agents. |
| Training and Onboarding Cost Optimization | Provides contextual assistance during actual support workflows. | Helps new agents learn faster and can reduce onboarding effort. |
| Scalability Without Additional Labour Costs | Handles higher email ticket volume without requiring a proportional increase in support staff. | Allows smaller teams to manage more customer requests efficiently. |
| Response Time Optimization | Generates replies to common or repetitive queries quickly. | Helps improve First Response Time (FRT), First Contact Resolution (FCR), and agent productivity. |
Control Email AI Agent Notifications
BoldDesk does not provide a per-user or personal setting to enable or disable Email AI Agent notifications individually. To manage who receives these notifications, you can configure this through the Email AI Agent trigger configuration. Specifically, notifications can be limited to be sent only to the requester.
How to Limit Notifications to the Requester
- Within the Email AI Agent configuration, include a condition based on Requester Email.
- This guarantees that AI agent notifications are triggered only when the recipient corresponds to the ticket requester.
- Consequently, notifications will not be sent to other recipients such as CCs or internal users.
This method allows you to control the notification delivery and ensures that Email AI Agent messages reach only the intended requester.
Frequently Asked Questions
-
What does Email AI Agent do in BoldDesk?
Email AI Agent primarily generates and sends automated first responses for email-based tickets. In AI 2.0, it can also generate first responses for tickets created through other supported sources, such as Customer Portal, Agent Portal, API, and MCP, when the configured conditions are met. -
Is Email AI Agent configured globally or per brand?
Email AI Agent is configured per brand. Each brand maintains its own configuration, conditions, actions, and activation status. -
What must be included in the action content for Email AI Agent to work?
Include{{ticket.ai.suggested_answer}}in the action description/content so Email AI Agent can insert the generated AI response. -
Which Email AI Agent action types affect SLA?
Only Add reply affects SLA (SLA will be calculated). Add Public Note and Add Private Note do not affect SLA (SLA will not be calculated). -
Can I disable Email AI Agent notifications for specific agents/users?
No. BoldDesk does not support a per-user notification setting for Email AI Agent. -
How do I ensure Email AI Agent notifications go only to the requester?
Add a trigger condition based on Requester Email so the automation triggers only for requester-matching recipients. -
Does Email AI Agent consume AI credits?
Yes. Email AI Agent consumes AI credits per response based on query complexity. Usage is visible in the AI Credits Usage Dashboard. -
Where do I manage libraries or AI tools for Email AI Agent?
Use the Manage option to open the AI Agent creation page, where you can link libraries and AI tools (MCP servers and API Action), while some settings remain system-managed.
