This article explains how to create an API connection in BoldDesk, configure an action, test the request, and publish it for use by AI Agents and Copilot.

AI Tools in BoldDesk allow AI Agents and Copilot to connect to external APIs, collect inputs from a conversation, and execute actions based on natural language requests.

Prerequisites

Make sure you have the following:

• Access to BoldDesk
• The agent creating or publishing the API connections must have the AI Agent Builder Full Access permission. Learn more on How to Configure AI Agent Builder Access Permission.
• The API details you want to configure, such as:
  • Base URL
  • Authentication method
  • Required headers
  • Request method
  • Endpoint
  • Input values the AI must collect
• A sample value you can use to test the request

Create the API connection

1. Sign in to BoldDesk.

2. In the left navigation pane, click the AI icon to open the AI Center.

3. Click AI Tools. The MCP Servers Configuration page opens by default.

   

4. Expand AI Tools, then click API Connections.
   

   

5. On the API Connections Configuration page, click Create API connection.
   

   

6. On the Create step, enter the required connection details:

   • Connection name – Enter a clear and descriptive name for the connection.
   • Base URL – Enter the base URL of the external API.
   • Auth type – Select the authentication method required by the API.
   • HTTP Headers – Add any required request headers.
   
   
   

7. Click Create.

Add an action

After the connection is created, configure the action that the AI should perform.

1. On the Add Action step, enter the required action details:

   • Action name – Enter a meaningful name for the action.
   • Description – Describe what the action does and when it should be used.

2. Turn on Collected Data if the action needs the AI to gather values from the conversation before sending the request.

3. Add the required inputs:

   • Enter the Name of each input.
   • Select the appropriate Format.
   • Add a short Description so the action is easier to understand and maintain.

4. In the API Request section, configure how BoldDesk should call the API.

   1. Select the required Method.
   2. In Endpoint, enter the API endpoint for the action.
   3. If the request uses collected inputs, insert the placeholders in the appropriate location. Make sure the placeholder names used in the endpoint or request body exactly match the collected input names defined for the action.

   User-provided values can be included in the URL or the request body, depending on how the target API is designed.

   

Test the action

After configuring the action, move to the Test & Publish step.

1. Choose the response mode you want to use for testing.

2. Enter test values for the collected inputs.

3. Click Test.

4. Review the API Response to confirm that the request returns the expected result.

   Testing helps confirm that the request is configured correctly before the action is made available to agents.

5. Once the request returns the expected response, click Publish.

   After the action is published, it becomes available for use by agents based on the configuration you defined.

   

Frequently Asked Questions

1. What is an API connection in BoldDesk?
   An API connection in BoldDesk lets AI Agents and Copilot connect to external APIs so they can retrieve information, collect required inputs from a conversation, and perform actions based on natural language requests.

2. What details do I need before creating an API connection?
   Before creating an API connection, make sure you have the required API details, such as the Base URL, Authentication method, Required headers, Request method, Endpoint, and any input values that the AI must collect. You should also have a sample value available to test the request.

3. When should I enable Collected Data for an action?
   Enable Collected Data when the action requires the AI to gather values from the conversation before sending the API request. For example, if the API request depends on user-provided values such as a location, ID, or search term, those values should be added as collected inputs.

4. How are collected inputs used in the API request?
   Collected inputs are used as placeholders in the API request. These placeholders can be added to the Endpoint or the request body, depending on how the external API is designed. The placeholder names must exactly match the collected input names defined for the action.

5. Why should I test the action before publishing it?
   Testing helps confirm that the API request is configured correctly and returns the expected response. After the request works as expected, you can click Publish to make the action available for use by agents.