An AI 2.0 Response Agent in BoldDesk generates ticket content according to a configured response type. Depending on the workflow, the generated content can be saved as a draft response, sent as a reply, added as a public note, or added as a private note.

AI 2.0 Response Agent assignment is controlled separately from human-agent routing. This allows organizations to automate selected ticket-handling tasks while retaining human review for workflows that require verification or additional investigation.

This article explains how an AI 2.0 Response Agent participates in the ticket lifecycle, how each AI response type affects the ticket, and when human-agent involvement may still be required.

Prerequisites

Before using an AI 2.0 Response Agent for ticket handling, ensure that:

• BoldDesk AI features are enabled for your account.
• At least one AI Agent is created and published.
• The AI Agent has the required instructions and relevant knowledge sources.
• An AI Agent Assignment rule is configured to assign the AI Agent as an AI 2.0 Response Agent to matching tickets.
• The required AI response type is selected in the assignment rule.
• Your BoldDesk account has sufficient AI credits for AI Agent operations.

For configuration instructions, explore How to Configure AI Agent Assignment Rules in BoldDesk.

How an AI 2.0 Response Agent Supports Ticket Handling

When a ticket meets the conditions of an AI Agent Assignment rule, the selected AI 2.0 Response Agent can generate content using the ticket context and its configured instructions and knowledge sources.

Depending on the selected response type, the AI 2.0 Response Agent can:

• Generate a draft response for an agent to review.
• Send a reply directly to the customer.
• Add a customer-visible public note.
• Add an internal private note for support agents.

The selected response type determines whether the generated content is immediately visible to the customer or requires further action from a human agent.

Example Scenario: Customer Reports Device Connection Failures

A customer submits the following ticket:

Subject: Aura Hub Shows Offline with ERR-102

Priority: Medium

Customer message:

Hello Support Team, How do I troubleshoot Aura connection dropouts when my hub or device shows an Offline status with error code ERR-102?

What Happens After the Ticket Is Created

After the customer submits the ticket:

1. BoldDesk evaluates the configured AI Agent Assignment rules.
2. If the ticket meets the conditions of a rule, the selected AI Agent is assigned as the AI 2.0 Response Agent.
3. The AI 2.0 Response Agent analyzes the available ticket context.
4. The AI 2.0 Response Agent generates content using the configured response type.
5. BoldDesk applies the generated content to the ticket as a draft response, reply, public note, or private note.
6. A human agent may review or continue handling the ticket, depending on the selected response type and the organization’s routing configuration.

Review the AI-Generated Content

For the example ticket, the AI 2.0 Response Agent can generate content such as:

If the Aura hub shows an Offline status with ERR-102, disconnect the hub's power adapter and wait 15 seconds. Confirm that the router is online and providing a stable network connection. Reconnect the hub, wait approximately two minutes, and check whether the hub status light becomes solid green. If the hub remains offline, reply with the current status-light color and any additional error code shown in the Aura application.

The actual response depends on:

• The customer message and other ticket context provided to the AI Agent.
• The AI Agent’s instructions.
• The configured knowledge sources.
• The selected response type.
• Any additional workflow-specific guidance.

Understand AI Response Types

The AI Response Type selected in an AI Agent Assignment rule determines how the AI 2.0 Response Agent’s generated content is applied to the ticket.

Response	Description	Use Case	What Happens	Screenshot
Draft Response	A draft response is generated by the AI 2.0 Response Agent but is not sent to the customer immediately. This option allows a human agent to review the AI-generated message before sending it.	• Account-specific issues • Tickets requiring verification • Sensitive customer requests • Teams that require quality control • Situations where a human agent must confirm details before replying	• The AI 2.0 Response Agent creates a draft response. • The customer cannot see the response immediately. • A human agent reviews and edits the draft when required. • The human agent sends the final response to the customer.
Reply	A reply is generated and sent directly to the customer by the AI 2.0 Response Agent. This option is suitable for simple, low-risk, or repetitive questions where an immediate response is appropriate.	• Frequently asked questions • Simple troubleshooting steps • Common product or service questions • Low-risk responses • Teams aiming to improve first-response time	• The AI 2.0 Response Agent generates the response. • The response is sent directly to the customer. • No human-agent review occurs before the response is sent.
Public Note	A public note is visible to the customer but is not treated as a formal reply. This option is suitable when the AI 2.0 Response Agent must add an informational update to the ticket.	• General status updates • Informational messages • Non-critical communication • Customer-visible updates that do not require a formal reply	• The AI 2.0 Response Agent adds a public note to the ticket. • The customer can view the note. • The note appears in the ticket conversation but remains separate from a standard reply.
Private Note	A private note is visible only to support agents with access to the ticket. This option is suitable when the AI 2.0 Response Agent provides internal guidance, summarizes the issue, or suggests next steps for a human agent.	• Internal troubleshooting guidance • Suggested next actions • Ticket analysis • Agent-only recommendations • Situations where the customer should not receive an immediate message	• The AI 2.0 Response Agent creates an internal private note. • Customers cannot view the note. • A human agent uses the note to determine the next action.

Choose the Appropriate Response Type

Use the following guide to select a response type for the intended workflow:

Human Agent Responsibilities After AI-Generated Content

Human-agent involvement depends on the response type and the organization’s routing configuration.

A human agent may need to:

• Review and edit an AI-generated draft.
• Verify account-specific or sensitive information.
• Send the final response to the customer.
• Ask the customer for missing information.
• Investigate the issue further.
• Add internal notes.
• Correct or clarify an AI-generated response.
• Reassign or escalate the ticket according to the support workflow.
• Resolve the ticket after confirming that the issue has been addressed.

For Reply and Public Note, the generated content can be applied without prior human review. For Draft Response, an agent must review and send the final message. For Private Note, an agent reviews the internal information and decides the next action.

Understand the Typical Ticket Flow

A typical AI 2.0 Response Agent workflow can follow these steps:

1. A customer creates a support ticket.

2. BoldDesk evaluates the configured AI Agent Assignment rules.

3. The ticket meets the conditions of an AI 2.0 Response Agent assignment rule.

4. The selected AI 2.0 Response Agent is assigned to the ticket.

5. A human agent may also be assigned according to the ticket-routing configuration.

6. The AI 2.0 Response Agent generates content using the configured response type.

7. BoldDesk applies the generated content as a draft response, reply, public note, or private note.

8. A human agent reviews or continues handling the ticket when required.

9. The customer receives the applicable assistance or update.

10. The ticket continues through the organization’s support and resolution workflow.

    

Benefits of Using an AI 2.0 Response Agent

An AI 2.0 Response Agent can help support teams:

• Reduce the time required to prepare or send responses.
• Minimize repetitive manual work.
• Provide consistent answers for common issues.
• Support different levels of ticket automation.
• Provide internal guidance to human agents.
• Allow agents to focus on complex or sensitive issues.
• Standardize response workflows across applicable tickets.

The result depends on the quality of the AI Agent instructions, knowledge sources, assignment conditions, and selected response type.

Troubleshooting

The AI 2.0 Response Agent Is Not Assigned

Confirm that:

• The AI Agent Assignment rule is active.
• The ticket meets the configured rule conditions.
• The selected AI Agent is published and available.
• The AI 2.0 Response Agent option is enabled in the rule.
• The rule configuration was saved.
• The account has sufficient AI credits.

The Wrong Response Type Is Applied

Open the applicable AI Agent Assignment rule and review the selected AI Response Type. Confirm that the rule matching the ticket uses the expected Draft Response, Reply, Public Note, or Private Note option.

A Reply Is Sent Without Agent Review

This is expected when Reply is selected as the response type. Use Draft Response when an agent must review the generated content before sending it to the customer.

The Customer Cannot See the Generated Content

Confirm which response type was used:

• A Draft Response is not visible until an agent sends it.
• A Private Note is visible only to agents.
• A Reply and Public Note are customer-visible.

A Private Note Was Added Instead of a Customer Response

Review the applicable assignment rule and confirm that Private Note is not selected when a customer-facing response is required.

The AI-Generated Content Is Not Relevant

Review:

• The customer message and available ticket context.
• The AI Agent instructions.
• The configured knowledge sources.
• Any additional instructions applied through the workflow.
• Whether the selected AI Agent is appropriate for the ticket type.

Update and test the configuration using representative tickets before applying the workflow more broadly.

The Greeting Uses an Unexpected Name

The AI 2.0 Response Agent may identify a sender name from the email closing or signature block. The AI 2.0 Response Agent does not use the contact name stored in BoldDesk for this purpose.

Review the customer’s message and signature to determine which name was detected.

A Human Agent Is Not Assigned

AI 2.0 Response Agent assignment and human-agent assignment are independent. Review the applicable ticket routing and auto-assignment rules if a human agent should also be assigned.

The AI 2.0 Response Agent Does Not Escalate the Ticket

An AI 2.0 Response Agent generates content according to the configured response type. Configure the applicable BoldDesk automation, orchestration rule, or supported AI tool when the workflow must update priority, status, assignment, or another ticket property.

Frequently Asked Questions

1. What is an AI 2.0 Response Agent in BoldDesk?
   An AI 2.0 Response Agent is an AI Agent assigned to generate a draft response, reply, public note, or private note for a matching ticket.

2. How does BoldDesk determine which tickets receive AI 2.0 Response Agent assistance?
   BoldDesk evaluates the configured AI Agent Assignment rules. The AI 2.0 Response Agent is assigned when a ticket meets the applicable rule conditions.

3. What response types can an AI 2.0 Response Agent generate?
   An AI 2.0 Response Agent can generate a Draft Response, Reply, Public Note, or Private Note.

4. Does every AI-generated response require agent review?
   No. A Draft Response requires an agent to review and send it. A Reply, Public Note, or Private Note can be applied directly according to the configured response type.

5. Can the AI 2.0 Response Agent send a reply directly to a customer?
   Yes. Select Reply as the response type when the generated response should be sent directly to the customer without prior human review.

6. Can the AI 2.0 Response Agent use company-specific information?
   Yes. Configure the AI Agent with the appropriate instructions and supported knowledge sources so that generated content reflects the organization’s approved information.

7. How can teams reduce the risk of sending an incorrect AI-generated response?
   Use Draft Response when an agent must review the content before it is sent. Configure focused AI Agent instructions and relevant knowledge sources, and test the AI 2.0 Response Agent using representative tickets before applying the rule broadly.

Related Articles

1. How to Configure AI Agent Assignment Rules in BoldDesk
2. How to Create and Manage AI 2.0 Agent in BoldDesk
3. Understanding Public Reply, Public Note, and Private Note in BoldDesk
4. How to Add Private Notes to Tickets in BoldDesk