BoldDesk allows you to assign AI Agent 2.0 agents to multiple communication channels. This helps you deliver efficient and consistent customer support across platforms such as Live Chat, WhatsApp, Facebook, Instagram, SMS, Telegram, and LINE.

This guide explains the available methods to assign AI agents to omnichannel platforms in a clear, step-by-step format.

Prerequisites

Before assigning AI Agents, ensure the following:

• AI Agent is created in AI Center → AI 2.0
• Channels are enabled and configured in Admin → Chat → Channels
• Required channel accounts/pages/numbers are connected (for instance, WhatsApp number, Facebook page)
• (Optional) Workflows are created if you plan to use automation-based assignment
• Brand setup is complete, if your organization uses multiple brands
• AI Agent Builder Access How to Configure AI Agent Builder Access Permission.

Supported Channels in BoldDesk

• Live Chat
• Web Widget
• WhatsApp
• Facebook
• Instagram
• SMS
• Telegram
• LINE

1. Via AI Center

You can assign AI Agents directly from the AI Center in two ways:

• From an already created/configured AI Agent
• While creating a new AI Agent using AI Agent Creation page

Option 1. Assign Using an Existing AI Agent

Step 1. Assigning AI Agent via AI Center

1. Go to AI Center → AI 2.0

2. Select the required AI Agent

3. Click More options (⋮) → select Deploy Channels
   

   
   
   

Step 2. Configure Channel Deployment

Select the channels for deploying your AI agent dialog:

• Search (Optional): Use the search field to find a specific channel.
• Brand: Select the relevant brand if applicable.
• Connect Channels:
  • Click Connect beside each channel.
  • Complete the required setup prompts, pages, or account depending on the channel you chose.
  • You can connect multiple channels.
    
    
    
    
    

Option 2. Assign While Creating a New AI Agent

Step 1. Create AI Agent

• Navigate to AI Center → AI Agent

• Click Create AI Agent

• You will be redirected to the AI Agent creation page
  

  
  
  

Step 2. Configure and Publish

• Enter all required details and complete the configuration. For more details about Creating AI Agent, explore How to Create and Manage AI 2.0 in BoldDesk.

• Click Publish

• A dialog box will appear prompting you to Map Channels
  

  
  
  

Step 3. Map Channels During Publish

• Click Map Channels

• Assign the AI agent to your configured channels in BoldDesk
  

  
  
  

Step 4. Assign Channels Later (Optional)

If you:

• Click Cancel, or
• Skip channel assignment

You can still map channels later:

• Go to the AI Agent configuration page

• Click to open the particular AI Agent

• Under Channels → Click Deploy

• Assign the AI agent to the required channels
  

  
  
  

Use Cases

• Deploy one AI Agent across all customer touchpoints
• Assign channels during or after agent creation
• Maintain consistent responses across channels and brands
• Centrally manage AI deployment

2. Via Admin Settings - Assign AI Agent Per Channel Account

Assign AI Agents directly within each channel configuration.

Steps to Enable AI Agent for a Channel Account

1. Navigate to Admin → Chat → Channels.
2. Select the desired channel (for example, Live Chat, WhatsApp, Facebook, Instagram, SMS, Telegram, and LINE).
3. Go to the Account Management page.
4. Do either of the following:
   • Add a new account/page/number: Click Add Account, Add Page (for Facebook), or Add Number (for SMS).
   • Edit an existing account/page/number: Click the three-dot menu next to the account, page (for Facebook), or number (for SMS), then select Edit.
     
     
     
     
     
5. In the Edit Account or Add Account dialog, enable AI Agent, then choose the desired agent from the dropdown.
6. Click Save in the Message tab to apply the configuration.
   
   
   
   
   

Use Cases

• Assign different AI Agents per channel
• Customize AI behavior for specific accounts
• Manage AI routing without workflows

3. Via Workflow Automation

Use Workflows to dynamically assign AI Agents based on conditions and chat behaviour.

Steps 1. Accessing Workflow and creating workflow

You can create a workflow by navigating to Admin → Chat → Automation → Workflows and then map your AI Agent to the desired workflow. For detailed instructions, explore How to Create and Manage Chat Workflows in BoldDesk.

Step 2. Configure AI Transfer

After configuring the workflow, add the End & Transfer to AI action to assign the selected AI Agent to the previously chosen channel/source within the workflow. This ensures the AI Agent is deployed at the appropriate stage of the conversation.

1. In the End & Transfer to AI dialog:

   • Choose the AI Agent.
   • Configure reply settings:

     • Respond to the last message, or

     • Wait for a new message
       

       
       
       

2. Click Add to include the block.

3. Click Publish and Activate to make the workflow live.

Use Cases

• Assign AI based on customer input or conditions
• Control when AI takes over in a conversation

Frequently Asked Questions

1. Can I assign multiple AI Agents to a single channel?
   No. Each channel account can have only one AI Agent assigned at a time. You can change it anytime in Admin → Chat → Channels.

2. Can AI Agents create tickets automatically in BoldDesk?
   No. AI Agents can participate in conversations that may result in tickets, but ticket creation depends on workflow setup.

3. Where can I control when an AI Agent takes over a chat?
   Use Admin → Chat → Automation → Workflows and configure the End & Transfer to AI block.

4. Does BoldDesk allow fallback from AI to human agents?
   Yes. You can design this using Workflows by adding routing logic before or after AI interaction.

5. Can I assign AI Agents per brand in BoldDesk?
   Yes. Both AI Center and Workflows allow selecting a Brand during configuration.

Related Articles

1. How to Create and Manage Chat Workflows in BoldDesk
2. Omnichannel Text to Field Mapping in BoldDesk Workflows
3. How to Create and Manage AI 2.0 in BoldDesk