BoldDesk AI 2.0 supports multiple AI Agents for different customer-support and business workflows. Each AI Agent begins as a draft that can be configured and tested before being published and deployed.

This article explains how to create an AI 2.0 Agent and define its initial identity and model. Configuration, testing, publishing, and deployment are covered in separate articles.

Prerequisites

Before creating an AI 2.0 Agent, ensure that:

• Your account has sufficient AI credits.
• You have identified the AI Agent’s purpose and responsibilities.
• Your AI Agent Builder Access is set to Full Access.

For permission configuration instructions, explore How to Configure AI Agent Builder Access Permission.

Create an AI 2.0 Agent

To create an AI 2.0 Agent:

1. Sign in to BoldDesk.

2. Select AI Center from the left navigation menu.

3. Select AI Agents.

   

4. Click Create AI Agent.

   

5. Configure the following fields:

   Field	Description
   Avatar	Upload an optional image that identifies the AI Agent in supported interactions.
   Name	Enter a unique and descriptive name, such as Billing Support Agent or Product Help Assistant.
   Description	Enter a brief explanation of the AI Agent’s purpose and responsibilities.
   Model	Select the AI model that processes instructions, context, knowledge, and customer requests. Learn more on Understanding AI Models for AI Agents in BoldDesk

6. Click Create.

   

BoldDesk creates the AI Agent as a draft and opens the Agent Builder. A draft can be configured, saved, and tested without being available in customer-facing channels.

Manage the AI Agent Configuration

After creating the draft AI Agent, configure its instructions, Libraries, AI Tools, model, response format, and execution settings.

For detailed instructions, explore How to Manage AI 2.0 Agent Instructions, Libraries, Tools, and Settings.

Test the AI Agent

Test the draft using representative requests to verify its responses, knowledge retrieval, fallback behavior, and AI Tool execution before publishing it.

For detailed instructions, learn more on How to Test an AI 2.0 Agent in BoldDesk.

Publish the AI Agent

Publish the AI Agent after confirming that the draft produces the expected results. Publishing makes the selected version available for deployment to supported channels.

For detailed instructions, learn AI Agent Versioning in BoldDesk AI 2.0.

Deploy the AI Agent to Channels

Map the published AI Agent to the required Live Chat, Web Widget, or Omnichannel channels. Publishing and deployment are separate actions, so the AI Agent must be mapped to the applicable channels after publication.

For detailed instructions, learn more on How to Assign and Deploy AI 2.0 Agents Across BoldDesk Channels.

Review AI Agent Conversations

After deploying the AI Agent, review its conversations to evaluate response quality, knowledge usage, fallback behavior, and AI Tool execution.

For detailed instructions, explore How to Review AI 2.0 Agent Conversations in BoldDesk.

Permission Required

An agent must have AI Agent Builder Access set to Full Access to create an AI 2.0 Agent.

Troubleshooting

AI Agents Is Not Displayed

Confirm that:

• BoldDesk AI 2.0 is available for the account.
• Your AI Agent Builder Access is set to Full Access.
• You are signed in to the correct BoldDesk organization.

Create AI Agent Is Not Displayed

Confirm that your AI Agent Builder Access is set to Full Access. Agents with Restricted access cannot create or manage AI 2.0 Agents.

The Required Model Is Not Available

The model list depends on the AI models enabled for the BoldDesk AI workspace. Review the workspace AI model settings or contact the applicable administrator.

The AI Agent Is Created but Deploy Is Unavailable

This is expected for a draft. Configure and test the AI Agent, and then publish the version before opening Deploy.

Frequently Asked Questions

1. What permission is required to create an AI 2.0 Agent?
   AI Agent Builder Access must be set to Full Access.

2. What status does a newly created AI Agent have?
   A newly created AI Agent is created as a draft.

3. Can a draft AI Agent be deployed?
   No. Publish the AI Agent before configuring channel deployment.

4. Can I create multiple AI 2.0 Agents?
   Yes. You can create separate AI Agents for different support and business workflows.

5. Are the AI Agent name and avatar version-specific?
   No. The name, description, avatar, and applicable widget settings are shared across versions.

Related Articles

1. How to Configure AI Agent Builder Access Permission
2. How to Manage the AI 2.0 Agent Creation Page