How to Set Up, Configure, and Optimize AI 2.0 in BoldDesk

AI-powered automation is transforming how support teams handle customer interactions. BoldDesk AI 2.0 brings this capability directly into your helpdesk, enabling faster responses, reduced workloads, and consistent support quality.
This guide walks you through setting up BoldDesk AI, configuring key features, and optimising your workflow for maximum efficiency.

Availability: BoldDesk AI is offered as an add-on for customers on the Momentum (legacy) and Enterprise plans. For more details, please refer to BoldDesk Pricing.
All BoldDesk trial accounts have AI features enabled by default.

Benefits of BoldDesk AI 2.0

Always-on support: 24/7 assistance for customers
Lower workload: Automates routine tasks
Reliable responses: Consistent, accurate answers
Smarter knowledge base: Generates SEO-friendly content
Multilingual service: Supports global customers
Better satisfaction: Faster, personalised support boosts CSAT

AI 2.0 Agent

BoldDesk AI 2.0 is an advanced AI-powered virtual support assistant that autonomously handles customer interactions across multiple channels. Explore Getting Started with BoldDesk AI 2.0 Agent.

The BoldDesk AI Agent requires AI credits to function. Without available AI credits, the AI Agent will not generate responses. For detailed information on how AI credits work, including usage, limits, and renewal, refer to the article “Understanding AI Credits in BoldDesk AI Agent”.

AI Tools

AI tools are features that let an AI agent connect to external systems or services (through APIs or MCP servers) to perform tasks. In the AI agent creation page, you can create these tools (like MCP servers and API actions), and only the tools you create will be available for your AI agents to use. For more detailed information on MCP server and API actions, learn more on Configure AI Tools for External Connections.

AI Copilot

AI Copilot is an assistive tool designed for human agents. It enhances productivity by suggesting responses, summarising tickets, and improving communication quality. Explore Getting Started with BoldDesk AI Copilot.

AI Agent vs. AI Copilot

Feature	AI Agent	AI Copilot
Interaction	Customer-facing	Agent-facing
Role	Autonomous	Assistive
Purpose	Resolves queries	Suggests and optimises responses

Explore AI Copilot Features and How it Works in BoldDesk.

Generative AI Assist Features

BoldDesk integrates powerful Generative AI Assist tools to enhance support efficiency and communication quality. These features help agents craft professional, accurate, and customer-friendly responses with minimal effort. Explore further instructions about BoldDesk AI Copilot Features for Customer Support.

Email AI Agent

The Email AI Agent is an AI-powered agent that automatically sends the first response to email-based tickets when the configured conditions are met. It helps support teams reduce manual effort, improve first response time, and provide consistent answers by using the organisation’s configured knowledge sources, such as Knowledge Base articles, Q&A, web pages, and files.

Each brand can have one configured Email AI Agent. From the AI Center, select Email AI Agent to configure the trigger conditions, choose the response action, and manage how the AI-generated response is added to the ticket.

The Email AI Agent can be configured to perform actions such as:

Add reply — adds the AI-generated response as a public reply. SLA will be calculated.
Add Public Note — adds the AI-generated response as a public note. SLA will not be calculated.
Add Private Note — adds the AI-generated response as a private note. SLA will not be calculated.

Email AI Agent responses consume AI credits based on the complexity of the customer query. To generate AI-powered response content dynamically, include the {{ticket.ai.suggested_answer}} placeholder in the action content.

Explore further instructions about Email AI Agent in BoldDesk.

Multilingual Support

This feature enables customer service teams to provide seamless, real-time assistance to users across different languages and regions. By leveraging AI-powered translation and localisation tools, BoldDesk ensures that language is no longer a barrier to delivering excellent support.

Use Cases:

Support global customers without hiring multilingual teams
Expand into new markets
Deliver consistent service worldwide

Explore further instructions about How to Set the Language for AI Assist in BoldDesk.

Data Sources & Limits

In BoldDesk, a Data Source is any structured internal or external content repository that the AI system (AI Agent or AI Copilot) uses to generate accurate, context-aware responses. These sources form the knowledge base for AI-driven ticket resolution, customer support, and agent productivity. The AI Data Limit defines how much data the AI can process at once. It ensures fast, reliable, and scalable performance, especially when handling large ticket histories, complex documents, or multiple data sources. Explore How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk.

Performance

The AI Performance features in BoldDesk help track how AI tools are performing across support operations. These reports provide visibility into AI Agent performance, AI Copilot usage, AI credit consumption, and overall AI engagement.

Report/Dashboard	Purpose	Key Insights	Related Article
AI Agent Performance Dashboard	Tracks and analyzes the overall performance of the AI Agent.	Provides performance details such as deflection, resolution, and support hours saved.	Overview of AI Agent Performance Dashboard
AI Agent Report	Tracks the performance of the AI-powered virtual agent that interacts directly with customers.	Provides insights into the specific AI agent, resolution category, and resolution type to help evaluate effectiveness and identify areas for improvement.	Overview of AI Agent Reporting
AI Copilot Report	Tracks AI Copilot engagement and response outcomes.	Shows how the agent-facing AI assistant is used to suggest responses and streamline ticket handling.	Overview of AI Copilot Reports
AI Usage Dashboard	Provides a consolidated view of AI feature usage across BoldDesk.	Includes metrics on AI-powered ticket resolutions, automated suggestions, and overall AI engagement trends.	Overview of AI Usage Dashboard
AI Credit Usage Dashboard	Displays detailed analytics on AI credit consumption.	Helps administrators understand how AI credits are being spent across AI functionalities.	BoldDesk AI Credits Usage Dashboard
AI Credit Consumption & Balance Dashboard	Provides real-time visibility into remaining AI credits and consumption history.	Helps teams monitor credit balance, track consumption, and plan renewals proactively.	Overview of AI Credits Consumption & Balance Dashboard

Access Permissions for AI 2.0 Features

The following permissions are required to access and manage AI 2.0 features in BoldDesk.

AI 2.0 Feature	Required Permission or Access	What the Permission Allows	Default Behavior	Related Article
AI 2.0 Agent	AI Agent Builder – Full Access	Allows users to create AI agents, view existing agents, modify configurations, and delete AI agents.	Users are assigned Restricted Access by default and cannot view or interact with AI agents unless access is explicitly elevated.	How to Configure AI Agent Builder Access Permission
AI Copilot	AI Copilot must be enabled in Roles and Permissions. Users must also have Manage AI Copilot permission.	Allows users to set up and manage AI Copilot features. Users must also have the required Access Control permissions to use AI Copilot.	Users cannot manage or use AI Copilot unless the feature and required permissions are enabled for their role.	Managing Roles and Permissions in BoldDesk

To create, view, edit, or delete AI 2.0 Agents, the user must have AI Agent Builder Access set to Full access. Learn more on How to Configure AI Agent Builder Access Permission. If the access is set to Restricted, the user cannot view, edit, or delete AI agents.

To manage AI Copilot, the user’s assigned role must have the AI Copilot module enabled and the Manage AI Copilot permission selected. If the permission is not enabled, users assigned to that role cannot manage AI Copilot settings.

Additionally, you must possess the Access Control permissions to use the AI Copilot.

Data Privacy & Security in BoldDesk

BoldDesk AI is built with a strong commitment to data privacy and security, ensuring that all customer and user information is handled responsibly, securely, and in compliance with global regulations. Whether you’re using AI to automate responses, summarise tickets, or generate knowledge base content, BoldDesk ensures that your data remains protected at every step. Explore further instructions about
BoldDesk AI Data Usage, Processing, and Privacy.

Frequently Asked Questions

What is BoldDesk AI 2.0 Agent?
BoldDesk AI 2.0 Agent is an autonomous virtual assistant that can resolve routine customer queries without human intervention.
How does AI Copilot improve agent productivity?
AI Copilot provides real-time response suggestions, ticket summaries, and response optimisation features to help agents work faster.
Can BoldDesk AI generate SEO-friendly content?
Yes. BoldDesk AI can generate and optimise Knowledge Base articles using SEO-oriented titles and descriptions.
Does BoldDesk support multilingual customer service?
Yes. BoldDesk provides multilingual support through AI-powered translation and localisation tools.

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