The AI 2.0 Agent in BoldDesk allows you to provide automated 24/7 support directly within the Customer Portal using Live Chat or Web Widget.

You can enable the AI 2.0 Agent using:

• Live Chat Widget
• Web Widget

Prerequisites

Before configuring the AI 2.0 Agent, ensure all required components are properly set up. This prevents configuration issues and ensures the agent works as expected.
Requirements:

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

Method 1. How to Enable the AI 2.0 Agent in the Customer Portal via the Live Chat Widget

This method enables the AI 2.0 Agent within the Live Chat widget, allowing real-time automated conversations inside the Customer Portal.

1. Configure AI Agent and Publish

Before deploying an AI Agent, you need to configure it with the required settings, data sources, and behaviour, and then publish it to make it available for use.
For a detailed, step-by-step guide on configuring and publishing an AI Agent, explore How to Create and Manage AI 2.0 in BoldDesk.

2. Configure Live Chat Widget and Add Published AI Agent

Start by accessing the widget where the AI 2.0 Agent will be enabled.

• Go to Admin → Live Chat

• Open an existing widget or click Add Widget

• Ensure the correct Brand is selected
  

  
  
  

For detailed instructions about Live Chat setup steps, learn more on How to Set Up a Live Chat Widget in BoldDesk.

Enable AI 2.0 Agent in the Widget

This step configures how the AI 2.0 Agent interacts with customers.

• Navigate to:
  General → AI Agent

• Turn ON the AI Agent toggle

• Choose the Assignment Type:

  • Direct → AI responds immediately
  • Workflow → AI responds through workflows

• Select the required AI 2.0 Agent

• Click Update
  

  
  
  

For detailed instructions about Enabling AI 2.0 Agent in Live Chat Widget, explore How to Enable AI 2.0 Agent in BoldDesk Live Chat.

3. Embed Live Chat to Customer Portal

To enable real-time communication with users, the Live Chat feature can be integrated into the customer portal. This allows visitors/customers to interact instantly with support agents through a chat interface embedded within the portal.

For detailed instructions on available embedding methods, including automatic and custom script options, explore How to Embed the BoldDesk Live Chat Widget in the Customer Portal.

Method 2. Enable AI 2.0 Agent Using Web Widget

This method enables AI-driven support using the Web Widget, which can be embedded inside the Customer Portal.

1. Configure AI Agent and Publish

Before deploying an AI Agent, you need to configure it with the required settings, data sources, and behaviour, and then publish it to make it available for use.
For a detailed, step-by-step guide on configuring and publishing an AI Agent, explore How to Create and Manage AI 2.0 in BoldDesk.

2. Open or Create Web Widget

Access the widget where AI will be configured.

• Go to Admin → Web Widgets and AI Agent

• Open an existing widget or create a new one
  

  
  
  

Explore the Web Widget setup article for complete steps about Embedding Help Widget on External Site.

3. Enable AI 2.0 Agent

Configure the AI within the widget.

• Select the correct Brand

• Enable AI Agent

• Choose the AI 2.0 Agent

• Save the widget
  

  
  
  

Explore the Web Widget setup article for complete steps about How to Enable AI 2.0 Agent in BoldDesk’s Web Widget.

4. Add Web Widget to Customer Portal

To enhance the functionality of your customer portal, you can integrate the Web Widget, which enables seamless user interaction and support capabilities directly within your platform. This requires manually adding a script to your portal’s customisation settings.

For detailed steps on how to implement this, learn more on Embedding Web Widgets in BoldDesk Customer Portal Using Custom JS.

Frequently Asked Questions

1. Can I enable both Live Chat and Web Widget in the Customer Portal?
   Yes, but using both together is not recommended due to possible UI overlap.

2. Can I assign more than one AI 2.0 Agent to a widget?
   No. Only one AI 2.0 Agent can be assigned per widget.

3. What happens if AI Credits are inactive?
   The AI 2.0 Agent will not function without active AI Credits.

4. Can I change the AI 2.0 Agent after setup?
   Yes. You can update it anytime in the widget configuration.

5. How is the responding AI selected in workflows?
   It is defined in the End & Transfer to AI block.

6. Are chats automatically converted into tickets?
   No. Chats must be manually linked or converted into tickets.

Related Articles

1. Embedding Help Widget on External Site
2. How to Create and Manage Chat Workflows in BoldDesk
3. How to Enable AI 2.0 Agent in BoldDesk’s Web Widget.