The AI 2.0 Agent in BoldDesk can be used with Auto Assignment rules to automatically generate ticket responses when a new or updated ticket matches specific conditions.
Using this setup, BoldDesk can automatically:

• Assign an AI 2.0 Agent to the ticket
• Assign a human agent to the same ticket
• Generate an AI response based on the selected AI Response Type

This helps teams improve response speed, maintain consistency, and increase agent productivity while still allowing human agents to review or manage AI-generated content when needed.

How AI 2.0 Agent Auto-Assignment Works

An admin can create an Auto Assignment rule that determines when the AI 2.0 Agent should be assigned to a ticket.
When a ticket meets the configured rule conditions:

1. BoldDesk assigns the selected AI 2.0 Agent.
2. BoldDesk assigns a human agent based on the selected assignment method.
3. The AI Agent generates a response using the configured AI Response Type.

Depending on the selected response type, the AI response may be saved as a draft, added as a private note, posted as a public note, or sent as a reply.

Configure AI 2.0 Agent in Auto Assignment

1. Create an Auto Assignment Rule

1. Go to Admin → Automation → Auto Assignment → Add Rule
   

   
   
   

2. Configure Rule Details

   1. Enter a Rule Name.
   2. Optionally, enter a Description.
   3. Add one or more ticket conditions that should trigger the rule.
      Examples of ticket conditions include:

      • Subject Contains = renewal, subscription, plan.

      • Priority = High

      • Category = Back-office processing
        

        
        
        

3. Add more conditions if required.

4. Click Next.

2. Select the AI Agent

After configuring the rule conditions, select the AI agent that should respond when a ticket matches the rule.

Configure AI Agent Settings

1. In the AI Agent field, select the required AI 2.0 Agent.
2. In the AI Response Type field, select one of the following options:
   • AI Response Type Options
     
     
     
     
     

AI Disclaimer (Optional)

Enable the Show AI Disclaimer toggle to automatically append a disclaimer message to AI-generated responses.

Key points:

• Informs customers that the response is generated by AI

• Recommended when using automated response types such as Reply or Public Note

• The disclaimer message is predefined and cannot be edited
  

  
  
  

How It Appears in the Ticket

When enabled, the disclaimer is automatically included in the AI-generated response sent to the customer.

• Displayed along with the AI-generated content

• Visible to the customer in the ticket conversation

• No manual action is required from the agent
  

  
  
  

This ensures transparency whenever AI responses are delivered directly to customers.

3. Configure Human Agent Assignment

You can also assign a human agent to the same ticket when the Auto Assignment rule is triggered.

Select an Assignment Mode

Choose one of the following human agent Round Robin assignment modes:

• Even Distribution
• Load-Based
• Skill-Based

Select the Group to Assign the Ticket

1. Select the appropriate Group.

2. Click Add to save the Auto Assignment rule.
   

   
   
   
   Please refer to the GIF below for more insights.
   
   
   
   

AI Response Type Options

The AI Response Type controls how the AI-generated response is added to the ticket.

AI Response Type	Explanation	Image Display
Reply	Automatically generates and sends a response directly to the customer. • Visible to customer • Posted automatically • No manual approval • Immediate delivery • Affects SLA timers Best for: Automated, time-sensitive support
Add Public Note	Automatically posts a public reply to the ticket. • Visible to customer • Posted automatically • No approval needed Best for: Trusted AI responses
Add Private Note	Adds an internal note to the ticket. • Visible only to agents • Not visible to customers • Supports internal handling Best for: Internal AI assistance
Draft	Generates a response and saves it as a draft for review. Agents can review, edit, post, or reject. Best for: Teams that require human approval

Human Agent Interaction and AI Responses

The AI 2.0 Agent can continue processing a ticket while a human agent is viewing or working on it. Viewing a ticket or making non-response updates does not stop the AI Agent unless one of the actions listed below occurs.

However, the AI Agent stops generating automatic AI responses when a human agent takes control of the ticket.
The AI Agent stops generating automatic responses when any of the following actions occur:

• An agent sends a reply to the ticket.
• An agent posts a public note or adds a private note.
• An agent removes or unassigns the AI Agent from the ticket.

After one of these actions occurs, the ticket is considered to be under human-agent control.
Once the ticket moves to human-agent control:

• The AI Agent does not generate any additional automatic replies, public notes, or private notes for the ticket.
• Even if later ticket updates meet the Auto Assignment criteria, the AI Agent does not resume generating automatic responses for that ticket.
• The human agent remains responsible for customer communication for the rest of the ticket lifecycle, unless system configuration changes this behavior.

Exception When AI Response Type Is Configured as Draft

If the AI Response Type is configured as Draft, the AI Agent can continue generating draft responses even after a human agent replies to the ticket or takes ownership of it.
In Draft mode:

• Draft responses remain available for agent review.

• Agents can edit, publish, or discard draft responses as needed.

• The AI Agent does not send customer-facing responses automatically.

• Draft assistance continues throughout the ticket lifecycle unless:

  • The AI Agent is removed from the ticket.
  • A customer requests human assistance.
  • The ticket is closed.
  • The feature is disabled through system configuration.
    In this mode, the AI Agent no longer sends automatic responses to the customer, but it continues to provide draft recommendations to help agents manage the ticket.

How to Remove or Stop AI 2.0 Responses on a Ticket

There are two ways to stop the AI 2.0 Agent from handling a ticket, depending on whether you are an agent or an end user.

1. Agents Can Manually Remove the AI 2.0 Agent

1. Navigate to Ticket Module and open the desired ticket.

2. In the ticket panel, locate the Assign AI Agent field.

3. Click Remove to unassign the AI agent.
   

   
   
   

2. End Users Can Request Human Assistance

If a ticket is currently being handled by the AI 2.0 Agent, customers can request assistance from a human agent by replying to the ticket.

Examples:

• “I need human assistance.”

• “I don’t want AI responses.”

• “Please connect me with a support agent.”
  

  
  
  

When such a request is detected, the Handover to Agent action is triggered automatically. The AI 2.0 Agent is removed from the ticket, allowing a human agent to continue the conversation.
During the handover process, the AI 2.0 Agent adds an internal message indicating that the handover to a human agent has been initiated. This message is recorded as a private note and is visible only to agents. Customers will not see this internal handover message.

Example Workflow

When a ticket matches an auto-assignment rule, BoldDesk assigns both an AI 2.0 Agent and a human agent.
The AI Agent generates a response based on the selected AI Response Type—either sending it to the customer, saving it as a draft, or adding it as a note. The human agent can review, edit, or continue handling the ticket until resolution.

For more details and use cases, learn more on How the AI 2.0 Agent Automatically Handles Support Tickets.

Frequently Asked Questions

1. Do AI-generated responses affect SLA timers?
   The impact on SLA depends on the selected AI Response Type:

   • Reply → Affects SLA timers, as it sends a direct response to the customer
   • Draft, Public Note, Private Note → Do not affect SLA timers, since they are not considered official customer responses

2. Can a human agent remove the AI 2.0 Agent from a ticket?
   Yes. In the ticket view, a human agent can click Remove to unassign the AI 2.0 Agent from the ticket.

3. Can the AI 2.0 Agent and a human agent be assigned to the same ticket?
   Yes. An Auto Assignment rule will assign both an AI 2.0 Agent and a human agent to the same ticket.

4. Can different Auto Assignment rules use different AI Response Types?
   Yes. Each Auto Assignment rule can have its own AI Response Type.

5. What is the safest AI Response Type for customer-facing communication?
   Draft is the safest option because the AI-generated response must be reviewed by a human agent before it is posted.

6. Do AI-generated responses always follow the selected AI Response Type?
   Yes. However, if the AI 2.0 Agent determines that its confidence level is low, the generated response is added as a private note regardless of the configured AI Response Type. This allows a human agent to review the content before it is shared with a customer.