AI Agent Assignment in BoldDesk automatically assigns AI 2.0 Agents to tickets that meet predefined conditions. The feature provides a dedicated framework for AI-powered ticket handling without changing existing ticket-routing or human-agent assignment workflows.

An AI Agent Assignment rule can assign one or more AI Agent types to a matching ticket. Each type serves a different purpose: an AI 2.0 Response Agent generates ticket responses or notes, a Background Agent analyzes ticket content and records findings, and a Copilot Agent provides AI assistance to support agents.

This article explains how to create an AI Agent Assignment rule, configure each AI Agent type, and understand rule evaluation and assignment behavior.

Prerequisites

Before creating an AI Agent Assignment rule, ensure that:

• BoldDesk AI features are enabled for your account.
• At least one AI Agent is created and published.
• Each AI Agent has the instructions, knowledge sources, and tools required for its intended purpose.
• You have permission to access and manage AI Agent Assignment rules.

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

Create 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 Rule.

   

4. In the Choose Condition step, enter a descriptive Rule Name.

5. In Description, enter optional information that explains the purpose of the rule.

6. Under Apply this rule to the tickets that meet All of these conditions, configure the conditions that must all be satisfied.

7. Under Apply this rule to the tickets that meet Any of these conditions, configure alternative conditions of which at least one must be satisfied.

8. Click Next.

   

9. In the Assign AI Agents step, enable and configure one or more of the following AI Agent types:

   • AI 2.0 Response Agent
   • Background Agent
   • Copilot Agent

10. Click Add to save the rule.
    

    

AI Agent Types and Settings

An AI Agent Assignment rule supports the following AI Agent types:

Configure the Background Agent

A Background Agent analyzes ticket content without directly interacting with customers. The analysis can run when a ticket is created or when a customer or human agent adds a reply. BoldDesk automatically adds the generated findings to the ticket as a private note.

Background Agents can support workflows such as root-cause analysis, ticket classification, content summarization, sentiment analysis, and information extraction.

For instructions on selecting a Background Agent, configuring analysis events, and reviewing its findings, learn more on How to Assign a Background AI Agent to Tickets in BoldDesk.

Configure the AI 2.0 Response Agent

An AI 2.0 Response Agent generates content for matching tickets based on the selected response type. The generated content can be sent as a Reply or First Reply, added as a Public Note or Private Note, or saved as a Draft for a human agent to review.

Customer-facing AI responses can also include an AI disclaimer informing customers that the content was generated automatically.

For information about AI response types, customer visibility, AI disclaimers, and the resulting ticket-handling workflow, explore How to Configure Response Agent in AI Agent Assignment.

Configure the Copilot Agent

A Copilot Agent provides AI assistance to human support agents working on matching tickets. It allows support agents to summarize ticket conversations, ask questions about ticket content, and generate draft responses.

You can select a specific AI Agent for the Copilot assignment. If no AI Agent is selected in Choose AI Agent, BoldDesk automatically assigns the default Copilot Agent.

For instructions on assigning a Copilot Agent, selecting a specific AI Agent, and verifying the available Summarize, Ask, and Draft capabilities, learn How to Assign a Copilot Agent to Tickets in BoldDesk.

Understand AI Agent Assignment Rule Behavior

AI Agent Assignment rules add AI Agents to tickets without changing existing human-agent routing or assignment workflows.

Rule Evaluation

• A rule runs only when the ticket meets its configured conditions.
• BoldDesk executes only the first matching AI Agent Assignment rule.
• Any remaining matching rules are skipped.

Assignment Behavior

• Each AI Agent type uses a separate assignment slot on the ticket.
• A rule assigns an AI Agent only when the corresponding slot is empty.
• An existing AI Agent assignment is not overwritten by another assignment rule.
• A manual AI Agent assignment change is not replaced by a subsequent automatic assignment.

For example:

• If an AI 2.0 Response Agent is already assigned and a matching rule specifies another AI 2.0 Response Agent, the existing assignment remains unchanged.
• If no Copilot Agent is assigned and a matching rule specifies a Copilot Agent, the configured Copilot Agent is assigned.

AI Agent Limits per Ticket

Each ticket can have a maximum of:

• One AI 2.0 Response Agent
• One Background Agent
• One Copilot Agent

Update an Existing Assignment Rule

When updating an existing AI Agent Assignment rule, select the scope to which the changes should apply.

Only tickets associated with the original AI Agent Assignment rule are eligible when the update is applied to existing tickets.

Troubleshooting AI Agent Assignment

Use the following troubleshooting steps if an AI Agent Assignment rule does not behave as expected.

Before You Troubleshoot

Verify the following:

• The AI Agent Assignment rule is enabled.
• The AI Agent is active.
• The ticket matches all configured rule conditions.
• The correct AI Agent type is selected.
• The required trigger event is configured.
• The corresponding assignment slot is available.
• The rule is the first matching rule for the ticket.

The Default Copilot Agent Is Assigned

Possible Cause
No AI Agent is selected under Choose AI Agent for the Copilot Agent configuration.

Resolution
Open the matching AI Agent Assignment rule and review the Copilot Agent settings. Select the required AI Agent and save the rule.

If no AI Agent is selected, BoldDesk automatically assigns the default Copilot Agent.

Background Agent Analysis Does Not Run When a Ticket Is Created

Possible Causes

• The ticket does not meet the configured rule conditions.
• Tickets Created is not selected under Run Analysis When.
• The assigned Background Agent is inactive.

Resolution

• Verify that the ticket satisfies all rule conditions.
• Confirm that Tickets Created is selected.
• Ensure that the assigned Background Agent is active.

Background Agent Analysis Does Not Run After a Customer Reply

Possible Causes

• Customer Reply Added is not selected under Run Analysis When.
• The message was not submitted by the customer.
• The ticket does not meet the configured rule conditions.

Resolution

• Enable Customer Reply Added.
• Verify that the new message was added by the customer.
• Confirm that the ticket matches the configured rule conditions.

Background Agent Analysis Does Not Run After an Agent Reply

Possible Causes

• Agent Reply Added is not selected under Run Analysis When.
• The message was not submitted by a human agent.
• The assigned Background Agent is inactive.

Resolution

• Enable Agent Reply Added.
• Verify that the reply was added by a human agent.
• Ensure that the assigned Background Agent is active.

An Automatic AI Reply Is Sent Without Human Review

Cause
The Response Agent is configured to use Reply or First Reply.

Resolution
Select Draft as the AI Response Type when a human agent must review the generated content before it is sent to the customer.

An AI Response Is Not Generated

Possible Causes

• The ticket does not meet the rule conditions.
• No Response Agent is assigned.
• The assigned Response Agent is inactive.
• Another matching rule was executed first.

Resolution

• Verify that the ticket satisfies the configured conditions.
• Confirm that a Response Agent is selected.
• Ensure that the Response Agent is active.
• Review the configured rule order and verify which rule matched the ticket.

The AI Agent Assignment Rule Does Not Run

Possible Causes

• The ticket does not satisfy the configured conditions.
• Another matching rule was executed first.
• The selected AI Agent is inactive.

Resolution

• Review the rule conditions.
• Confirm that the ticket qualifies for the rule.
• Verify that the required AI Agent is active.
• Check whether another rule matched and executed before the expected rule.

The AI Agent Is Not Assigned

Possible Causes

• The corresponding AI Agent assignment slot is already occupied.
• The AI Agent is inactive.
• The ticket does not satisfy the rule conditions.

Resolution

• Check whether a Response Agent, Background Agent, or Copilot Agent is already assigned.
• Verify that the selected AI Agent is active.
• Confirm that the ticket matches all configured conditions.

Assignment Fails

Cause
The AI Agent Assignment process encountered an error.

Resolution

• Review the failure details in the activity or audit logs.
• Correct the reported issue.
• Trigger the rule again using a qualifying ticket event.

AI Invocation Fails

Cause
The assigned AI Agent could not complete the requested operation.

Resolution

• Review the failure details recorded in the logs.
• Verify that the AI Agent is active and available.
• Retry the action that triggered the AI Agent, if necessary.

Changes to a Rule Do Not Affect Existing Tickets

Possible Causes

• The rule was updated using Future Tickets Only.
• The ticket is not eligible for updates.

Resolution

• Verify which update option was selected when the rule was modified.
• Select Existing and Future Tickets when eligible existing tickets should also be updated.

Deleted Rule Does Not Remove Existing AI Agent Assignments

Cause
Deleting an AI Agent Assignment rule affects only future rule executions.

Resolution
No action is required. This behavior is expected.

After a rule is deleted:

• The deleted rule no longer evaluates future ticket events.
• Existing AI Agent assignments remain unchanged.
• Existing tickets continue using their currently assigned AI Agents.

Review Failure Logs

If an AI Agent assignment or execution fails:

1. Open the activity or audit logs.
2. Review the recorded failure details.
3. Verify that the AI Agent is active.
4. Confirm that the ticket matched the rule conditions.
5. Correct the identified issue.
6. Test the rule again using a qualifying ticket.

Frequently Asked Questions

1. What is AI Agent Assignment in BoldDesk?
   AI Agent Assignment is a rule-based framework that assigns AI 2.0 Agents to tickets that meet predefined conditions.

2. Which AI Agent types can be assigned through a rule?
   A rule can assign an AI 2.0 Response Agent, Background Agent, Copilot Agent, or a supported combination of these AI Agent types.

3. Does AI Agent Assignment change human-agent routing?
   No. AI Agent Assignment operates separately from ticket routing and human-agent assignment workflows.

4. Can multiple AI Agent Assignment rules run for the same ticket evaluation?
   No. BoldDesk executes only the first matching rule and skips the remaining matching rules.

5. Can a rule overwrite an existing AI Agent assignment?
   No. AI Agent Assignment rules fill only empty AI Agent assignment slots.

6. How many AI Agents can be assigned to a ticket?
   A ticket can have one AI 2.0 Response Agent, one Background Agent, and one Copilot Agent.

Related Articles

1. How an AI 2.0 Response Agent Automatically Handles Tickets in BoldDesk
2. How to Create and Manage AI 2.0 Agent in BoldDesk
3. How to Assign a Background AI Agent to Tickets in BoldDesk
4. How to Assign a Copilot Agent to Tickets in BoldDesk