AI Agent Assignment is an AI-powered automation framework in BoldDesk that automatically assigns AI agents to tickets when predefined ticket events and conditions are met. It enables organizations to automate AI-driven ticket handling while keeping AI automation separate from ticket routing and human agent auto-assignment. This separation helps maintain predictable ticket assignment behavior while providing greater control over AI-powered workflows.

With AI Agent Assignment, you can:

• Assign a Response Agent to generate replies, drafts, public notes, or private notes.
• Assign a Background Agent to analyze ticket content and generate findings.
• Assign a Copilot Agent to provide AI assistance to support agents.
• Manage AI-powered automation independently of ticket routing and human agent assignment workflows.

By configuring AI Agent Assignment rules, you can ensure that the appropriate AI agent is automatically assigned to a ticket when specific conditions are met, helping improve efficiency, consistency, and response quality.

Prerequisites

Before creating an AI Agent Assignment rule, make sure that:

• BoldDesk AI features are enabled for your account.
• At least one AI agent is configured in your account.

For AI setup instructions, explore How to Create and Manage AI 2.0 Agent in BoldDesk.

Creating an AI Agent Assignment Rule

To create an AI Agent Assignment rule:

1. Sign in to BoldDesk.
2. Go to Admin > AI Automation > AI Agent Assignment.
3. Click Add.
   
   
   
   
   
4. In the Choose Condition step, configure the ticket event and rule conditions.
5. Click Next.
6. In the Assign AI Agents step, enable and configure one or more AI agent types:
   • Response Agent
   • Background Agent
   • Copilot Agent
7. Click Add to save the rule. Please refer to the GIF below for more insights.
   
   
   
   
   

Assign AI Agents

In the Assign AI Agents step, you can enable and configure the AI agents that should be assigned when the rule conditions are met.

The available AI agent types are:

Response Agent Assignment

A Response Agent helps generate AI-powered ticket responses and notes.

Configuration

• Choose AI Agent: Select the Response Agent to assign to the ticket.
• AI Response Type: Defines how the agent generates content.
• Show AI Disclaimer for AI Agent Response: Adds a disclaimer to AI-generated responses when enabled.

AI Response Types

Choose one response type for the Response Agent:

• Reply: Replies to every customer message with an AI-generated response.
• First Reply: Replies only to the customer’s first message.
• Public Note: Adds a public note visible to the customer (not counted in the SLA).
• Private Note: Adds a private note visible only to agents (customer is not notified).
• Draft: Creates an AI-generated response as a draft for agent review.

Show AI Disclaimer for AI Agent Response

Enable Show AI Disclaimer to include a disclaimer with AI-generated responses.

When enabled, BoldDesk shows a disclaimer preview similar to: This response was generated automatically by our AI Agent. If it doesn't fully resolve your issue, reply here and a human support agent will help you.

Background Agent Assignment

A Background Agent analyzes ticket content and performs AI-powered processing without requiring direct interaction from agents or customers.

Common uses

• Root cause analysis
• Sentiment analysis
• Ticket classification
• Content summarization
• Information extraction
• Other AI-powered analysis and workflow automation scenarios

Configuration

• Choose AI Agent: Selects the Background Agent that should analyze the ticket.
• Run Analysis When: Specifies when analysis runs:
  • Tickets Created
  • Customer Reply Added
• Findings Usage: Controls how a selected Response Agent uses the generated findings.

Findings Usage options

• Don’t use analysis findings: The Background Agent runs independently; a Response Agent does not use its findings.
• Use findings when available: The Response Agent uses findings when available but does not wait for analysis to complete.
• Wait for findings before responding: The Response Agent waits until findings are ready before generating a response.

Copilot Agent Assignment

A Copilot Agent provides AI-powered assistance to agents working on a ticket.

How it helps agents

• Summarize ticket conversations
• Ask AI questions about ticket content
• Draft suggested responses
• Handle tickets using AI-assisted context

Configuration

• Choose AI Agent: Selects the Copilot Agent to assign to the ticket.

Assignment Behavior

AI Agent Assignment rules follow these principles:

• If an assignment slot is empty, the configured AI agent is assigned.
• Existing AI agent assignments are not overwritten.
• Only the first matching rule is executed.
• Manual assignment changes are allowed at any time.
• Assignment rules or automatic updates do not replace manual changes.

Ticket limits

Each ticket supports a maximum of:

• One Response Agent
• One Background Agent
• One Copilot Agent

Assignment Update Scope

Updated AI agent configurations can apply in either of the following ways:

• Future Tickets Only: Applies only to future ticket assignments.
• Existing and Future Tickets: Applies to eligible existing tickets and all future assignments.

Only tickets associated with the original AI Agent Assignment rule are eligible for updates to existing assignments.

Example

AI Agent Assignment rules fill empty assignment slots only:

• If Response Agent A is already assigned and a rule assigns Response Agent B, Response Agent A remains assigned.
• If no Copilot Agent is assigned and a rule assigns Copilot Agent B, Copilot Agent B is assigned.

Agent Availability and Failure Handling

Assignment rules run only when the selected AI agent is active and available.

System behavior

• Selected AI agent is inactive: Assignment or execution is skipped.
• Assignment fails: The failure is logged, and no retry is attempted.
• AI invocation fails: The failure is logged, and ticket processing continues.
• An existing assignment exists: The existing assignment remains unchanged.

Failure details are recorded for troubleshooting and auditing.

Rule Deletion

Deleting an AI Agent Assignment rule affects only future executions:

• Existing AI assignments remain unchanged.
• Existing tickets continue operating with their assigned AI agents.
• The deleted rule no longer runs for future events.

Use Cases

Automatically Send a First Reply

Configuration

• Event: Ticket Created
• Department: Support
• AI Agent: Response Agent
• Response Type: First Reply

Outcome
An AI-generated first reply is sent automatically when a ticket is created.

Automatically Assign a Copilot Agent

Configuration

• Department: Product Support
• AI Agent: Copilot Agent

Outcome
Copilot assistance is automatically available to agents working on the ticket.

Run Background Analysis on New Tickets

Configuration

• Event: Ticket Created
• AI Agent: Background Agent

Outcome
The Background Agent analyzes the ticket and adds findings as a private note.

Use Analysis Findings in AI Responses

Configuration

• Priority: Critical
• AI Agents: Response Agent and Background Agent
• Response Behavior: Wait for findings before responding

Outcome
The Response Agent waits for Background Agent findings before generating a response.

Analyze Customer Replies

Configuration

• Event: Customer Reply Added
• AI Agent: Background Agent

Outcome
The Background Agent analyzes the customer’s reply and adds findings as a private note.

Frequently Asked Questions

1. Can AI Agent Assignment overwrite existing AI agent assignments?
   No. AI Agent Assignment rules only fill empty assignment slots. They do not replace an existing Response Agent, Background Agent, or Copilot Agent.

2. Can more than one AI Agent Assignment rule run for the same ticket event?
   No. Rules follow a first-match-wins model. Once a matching rule is found and executed, remaining rules are skipped.

3. Can I create a rule without selecting any AI agent?
   No. At least one AI agent type must be enabled and configured before the rule can be added.

4. How many AI agents can be assigned to a ticket?
   Each ticket can have:

   • 1 Response Agent
   • 1 Background Agent
   • 1 Copilot Agent
     Multiple agents of the same type are not supported.

5. What happens if the selected AI agent is inactive?
   If the selected AI agent is inactive or unavailable, the assignment or execution is skipped, and the event is logged for troubleshooting.

6. Are Background Agent findings visible on the ticket?
   Yes. Background Agent findings are automatically added to the ticket as a private note.

7. What happens if no Copilot Agent is selected?
   If no Copilot Agent is selected, BoldDesk automatically assigns the default Copilot Agent.

Related Article

How to Automatically Handle Support Tickets Using AI 2.0 Agent