BoldDesk AI 2.0 uses structured knowledge sources to generate accurate, context-aware responses for customer support conversations. By connecting the right content sources, administrators can help AI 2.0 retrieve relevant answers from approved BoldDesk content instead of referencing content that has not been reviewed or maintained.

You can add knowledge sources to BoldDesk AI 2.0 using the following supported methods:

• Knowledge Base articles
• Web pages
• Questions and Answers (Q&A)
• Files

Each source type is managed from AI Center > Knowledge Sources and can be organized into libraries for easier indexing, maintenance, and retrieval. After adding sources to a library, the library must be linked to the relevant AI Agent or AI-supported feature before AI 2.0 can use the indexed content in responses.

Use Cases for BoldDesk AI 2.0 Knowledge Sources

Use BoldDesk AI 2.0 knowledge sources when you want to:

• Help AI respond using approved product, billing, onboarding, or troubleshooting content
• Improve response consistency across agents and customer-facing channels
• Reduce repetitive questions by allowing AI to reference published help content
• Maintain separate AI knowledge libraries for different brands, categories, teams, or support topics
• Keep AI responses aligned with current Help Center content and uploaded documentation

1. Add Knowledge Base Articles as AI Knowledge Sources

Knowledge Base articles are one of the most reliable knowledge sources for BoldDesk AI 2.0 because they are structured, categorized, and maintained inside BoldDesk. Published articles can be linked to AI 2.0 so the AI can reference approved support content when generating responses.

Use Knowledge Base articles as AI knowledge sources when you want AI 2.0 to reference product documentation, troubleshooting guides, setup instructions, billing information, internal support content, or customer-facing help articles.

Before linking Knowledge Base articles to AI 2.0, ensure the required articles are created, configured, and published in the KB module.

For the complete step-by-step process, learn more in How to Add KB Articles as AI Knowledge Sources in BoldDesk AI 2.0.

2. Add Web Pages as AI Knowledge Sources

BoldDesk allows you to use web pages as AI knowledge sources so AI 2.0 can reference approved web content when generating responses. After web pages are added, BoldDesk indexes their content and makes it available for AI-powered responses, depending on how the library is linked to the relevant AI Agent or AI-supported feature.

Use web pages as AI knowledge sources when you want AI 2.0 to reference public documentation pages, product information pages, policy pages, troubleshooting guides, or other approved web content.

Web page sources can be added using Site Map, Web Crawl, or Individual Site, depending on how you want BoldDesk to collect and index the web content.

For the complete step-by-step process, learn more in How to Add Web Pages as Knowledge Sources in BoldDesk AI 2.0.

3. Add Questions and Answers (Q&A) as AI Knowledge Sources

Questions and Answers (Q&A) are FAQ-style entries that BoldDesk AI 2.0 can use to answer common or repeated questions. These entries are used as AI knowledge sources and are not directly displayed to end users as Help Center articles.

Use Q&A entries as AI knowledge sources when you want AI 2.0 to answer short, specific questions that do not need to be published as full Knowledge Base articles. This is useful for common product questions, policy-related questions, repeated customer inquiries, simple configuration questions, and frequently asked billing or access questions.

Q&A entries are managed from AI Center > Knowledge Sources > Libraries > selected library > Q&A. You can add entries manually, import them, or export existing Q&A content depending on your requirement.

For the complete step-by-step process, learn more in How to Add, Import, and Export Q&A in BoldDesk.

4. Add Files as AI Knowledge Sources

BoldDesk AI 2.0 allows you to upload supported files as AI knowledge sources. Uploaded files are processed and indexed so AI 2.0 can reference their content when generating responses.

Use files when your support information exists in document format, such as product manuals, policy documents, internal support guides, onboarding documents, or structured PDF and Word documentation.

BoldDesk AI 2.0 supports PDF and Microsoft Word document formats, including .pdf, .doc, .docx, .docm, .dot, .dotx, and .dotm.

For the complete step-by-step process, learn more in How to Add Files as Knowledge Sources in BoldDesk AI 2.0.

AI Knowledge Source Restrictions

Before adding knowledge sources to an AI Agent, be aware of the following limitations.

Contact Group-Based Knowledge Sources Are Not Supported

BoldDesk AI 2.0 does not support assigning or restricting knowledge sources to specific contact groups. Knowledge sources are configured at the AI Agent level and cannot be targeted to a particular audience based on contact group membership.
This means you cannot:

• Configure an AI Agent to use one knowledge source for a specific contact group and another knowledge source for a different contact group.
• Restrict a knowledge source so that it is available only to members of a particular contact group.
• Create contact group-specific AI experiences using separate knowledge sources.

Knowledge Base Category Eligibility

When adding Knowledge Base Articles as a knowledge source, categories with visibility restricted to Specific Contact Groups or Specific Agent Groups are not available for selection.
These categories:

• Do not appear in the Knowledge Base category selection list.
• Cannot be added to AI libraries.
• Cannot be used by AI Agents as a knowledge source.

For example, if a Knowledge Base category is visible only to a specific contact group or agent group, authorized users can still access the articles through the Knowledge Base. However, the category will not be available when configuring Knowledge Base articles as a source for an AI Agent.

This behavior helps ensure that restricted Knowledge Base content is not exposed through AI-generated responses.

Frequently Asked Questions

1. Can BoldDesk AI 2.0 use existing tickets as knowledge sources?
   No. BoldDesk AI 2.0 cannot directly use existing tickets as knowledge sources. However, frequently used ticket replies can be converted into Knowledge Base articles and then linked to AI 2.0.

2. Are Q&A entries visible to customers?
   No. Q&A entries are used as internal AI knowledge sources and are not directly visible to end users.

3. Is there a limit on the number of Knowledge Base articles I can create?
   No. BoldDesk does not impose a limit on the number of Knowledge Base articles you can create.

4. Which file formats are supported for AI knowledge sources?
   BoldDesk AI 2.0 supports PDF and Microsoft Word document formats, including .pdf, .doc, .docx, .docm, .dot, .dotx, and .dotm.

5. Why is content added to a library not used in AI responses?
   Content added to a library can be used by AI 2.0 only when the library is linked to the relevant AI Agent or AI-supported feature. Also, ensure that the source content is accurate, indexed, and available in the selected library.

Related Articles

1. How to Add KB Articles as AI Knowledge Sources in BoldDesk AI 2.0
2. How to Add Files as Knowledge Sources in BoldDesk AI 2.0
3. How to Add, Import, and Export Q&A in a Library in BoldDesk
4. How to Add Web Pages as Knowledge Sources in BoldDesk AI 2.0