The AI 2.0 Agent in BoldDesk Web Widget enables automated customer interactions directly within your customer portal or website. It acts as a virtual assistant to handle queries, improve self-service, and reduce agent workload.

Prerequisites

Before enabling the AI 2.0 Agent, ensure:

• A published AI 2.0 Agent is available
• The AI 2.0 Agent is mapped to the correct Brand
• Required data sources are configured
• AI Credits are active

Use Cases

• Enable AI support in the Web Widget.
• Provide instant answers on websites and customer portals.
• Automate common customer inquiries.
• Reduce agent workload with self-service support.
• Deploy brand-specific AI experiences through a Web Widget.

Enable AI 2.0 Agent in Web Widget

The AI 2.0 Agent is enabled directly within the Web Widget configuration.

Configuration Steps

1. Go to:
   Admin → Web Widgets and AI Agent
2. Create a new widget or open an existing widget

   • Existing, Brand cannot be changed

   • Add widget, you can select the brand accordingly (one-time configuration)
     

     
     
     

For more details about the Web Widget setup, explore Embedding Help Widget on External Site.

3. Enable the AI Agent toggle

4. In the AI Agent field:

   • Select a published AI 2.0 Agent

   • Only agents mapped to the selected brand will appear

   • Only one AI 2.0 Agent can be assigned per widget
     

     
     
     

5. Save the widget configuration. Check the GIF below for more insights.
   
   

   
   
   

Add Web Widget to Customer Portal

Once configured, the Web Widget can be embedded into the BoldDesk Customer Portal. For detailed instructions, explore Embedding Web Widgets in BoldDesk Customer Portal Using Custom JS.

Add Web Widget to Website

The Web Widget can also be deployed on your website to enable real-time customer interaction.
For setup instructions, explore Embedding Help Widget on External Site.

Permission

To activate the AI 2.0 Agent within BoldDesk’s Web Widget, the agent must possess the Manage Settings permission in the Admin module.

Troubleshooting

The AI 2.0 Agent I want does not appear in the AI Agent dropdown

• Confirm the AI 2.0 Agent is published.
• Confirm the AI 2.0 Agent is mapped to the same Brand as the Web Widget.
• If using an existing widget, confirm the widget’s Brand is correct (Brand cannot be changed for existing widgets).

I enabled AI Agent, but the widget does not behave as expected

• Confirm AI Credits are active.
• Confirm required data sources are configured for the selected AI 2.0 Agent.
• Confirm the widget configuration was saved and the correct widget is embedded in the portal/site.

Frequently Asked Questions

1. Can I assign multiple AI 2.0 Agents to one Web Widget?
   No. Each Web Widget supports only one AI 2.0 Agent.

2. Can I use the Web Widget without enabling AI 2.0 Agent?
   Yes. The Web Widget can function independently without AI 2.0 Agent.

3. Where can I manage Web Widget configurations?
   You can manage widgets under:
   Admin → Web Widgets and AI Agent

4. Does the Web Widget automatically create tickets?
   No. BoldDesk does not automatically convert widget interactions into tickets.

5. Do I need to recreate a widget to enable AI 2.0 Agent?
   No. You can enable AI 2.0 Agent in an existing widget configuration.

Related Articles

1. Embedding Web Widgets in BoldDesk Customer Portal Using Custom JS
2. Embedding Help Widget on External Site