Get Started with BoldDesk AI 2.0 Chatbots

An AI chatbot in BoldDesk is an AI 2.0 Agent deployed through communication channels such as Live Chat and omnichannels. It serves as the first point of contact for customers, providing instant, automated, and context-aware assistance.

AI chatbots can answer common questions, guide users through workflows, and perform routine support tasks using natural, personalized responses. By handling repetitive inquiries around the clock, they help reduce response times, improve customer satisfaction, and allow support agents to focus on more complex issues.

This article explains how to set up and configure an AI chatbot in BoldDesk to deliver efficient, scalable, 24/7 customer support.

AI chatbot functionality is available as an add-on for Enterprise and Momentum (Legacy) plans.
BoldDesk does not support third-party or custom AI chatbots within Live Chat. Only BoldDesk AI 2.0 Agents can be used as chatbots.

How to Set Up an AI Chatbot in BoldDesk

Follow the steps below to create and configure your Chatbot in BoldDesk:

1. Create and configure the AI 2.0 Agent

First, create and configure an AI 2.0 Agent that will handle customer conversations; explore more on How to Create and Manage AI Agent 2.0 in BoldAgent.

2. Train AI Agent

Train your AI Agent using one or more of the following content sources:

Knowledge base articles
Web pages
Uploaded files
Q&A entries

You can train the bot using all available content or select specific sources for more focused responses. Explore How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk.

AI 2.0 Agents can access only Public knowledge base articles (visibility set to Any Users). Articles restricted to specific contact groups are not included in AI responses.

3. Configure Your Live Chat

You need to then configure your live chat to enable real-time customer interactions. Learn more on How to Set Up a Live Chat Widget in BoldDesk.

If you use AI 2.0 Agents exclusively for chat support, set your business hours to offline to ensure proper chatbot behavior. Explore how to How to Customize the Away Configuration for the Live Chat Widget.

4. Enabling AI Agent in Live Chat

The AI Agent enhances live chat by handling customer queries with automated responses. Learn how to Enable AI Agent in BoldDesk Live Chat for 24/7 Support.

You can also deploy the AI Agent as a chatbot across omnichannel platforms. To learn more, see How to Assign AI Agent 2.0 to Omnichannel in BoldDesk.

5. Adding Live Chat to External Site or Customer Portal

The live chat widget may be integrated into the BoldDesk customer portal or an external website. Explore How to Enable AI 2.0 Agent in BoldDesk Customer Portal.

Alternatively, for instructions on embedding the widget on an external website, learn How to Enable AI 2.0 Agent in BoldDesk’s Web Widget.

Troubleshooting

The AI chatbot is not answering Live Chat messages

Confirm the AI Agent is enabled for Live Chat using the Live Chat AI enablement workflow.
Confirm the AI 2.0 Agent has access to training sources in Libraries and those sources contain relevant content.
If relying on Knowledge Base articles, confirm the articles are Public (Any Users); contact-group-restricted articles are excluded from AI responses.

The chatbot behaves incorrectly outside business hours

If the AI 2.0 Agent is used exclusively for chat, set business hours to Offline in the Live Chat widget away configuration.

I want to use my own custom chatbot in Live Chat

Not supported. BoldDesk Live Chat supports only BoldDesk’s built-in AI.

Frequently Asked Questions

What is the difference between a chatbot and an AI Agent in BoldDesk?
In BoldDesk, a chatbot is an AI Agent configured to operate within Live Chat. An AI Agent can also be used in other supported contexts depending on configuration.
Can I use chatbots without business hours?
Yes. If AI Agents are used exclusively for chat support, set business hours to Offline to ensure proper chatbot behavior.
What content types can be used to train the chatbot?
Knowledge base articles, web pages, uploaded files, and Q&A entries.
Are Knowledge Base articles restricted to contact groups used by the AI Agent?
AI 2.0 Agents can access only Public Knowledge Base articles (visibility: Any Users). Articles restricted to contact groups are excluded.
Can I integrate a custom chatbot into BoldDesk Live Chat?
No. BoldDesk does not support custom AI bots inside Live Chat. Only BoldDesk’s built-in AI solution is supported.
Is chatbot functionality available in the Enterprise plan?
Yes. Chatbot functionality is available as an add-on for the Enterprise plan.
Is chatbot functionality available in Momentum (Legacy)?
Yes, as an add-on for Momentum (Legacy). Momentum (Legacy) is not available to new customers.
Can I train the AI Agent on all content, or only specific sources?
You can train the AI Agent using all available content or select specific sources.

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