The AI Answers page provides a dedicated customer portal experience where visitors can ask questions and receive responses from an AI Agent. The page can also display suggested questions, recent chats, recent tickets, knowledge base categories, and quick links to important resources.

Administrators can configure the AI Answers page separately for each brand, control who can access the page, customize its content, select the live chat widget and mapped AI Agent, and preview the customer experience before publishing changes.

Prerequisites

Before configuring the AI Answers page, ensure that:

• BoldDesk AI features are enabled for your account.
• At least one AI Agent is configured.
• The AI Agent is mapped to a live chat widget.
• A customer portal is configured for the required brand.
• The required knowledge base categories are available.
• You have permission to access and configure AI features.

Access the AI Answers Page

To access the AI Answers page configuration:

1. In the left navigation menu, click AI.

2. In the AI Center, select the AI 2.0 tab.

3. Under AI Agents and Tools, select AI Answers.
   

   
   
   

The AI Answers Page configuration opens with the following sections:

• General
• Page content
• Live chat widget
• My tickets & chats
• KB categories
• Quick links

General Settings

The General section allows you to select a brand, control page visibility, choose who can access the page, and optionally enable chat-only mode.
To configure the general settings:

1. Open the General section.

2. Under Brand, select the brand you want to configure.

3. Turn on Show this page in the customer portal to display the AI Answers page in the customer portal.

4. Optional: Turn on Enable chat-only mode to take visitors directly to the AI chat experience.

5. Under This portal can be viewed by, select one of the following options:

   • All Users: Allows both anonymous and signed-in visitors to access the page.
   • Logged-in Users: Restricts access to signed-in visitors only.

6. Click Save Changes.
   

   
   
   

Page Content

The Page content section controls the labels and introductory content displayed at the top of the AI Answers page. You can also configure suggested questions that visitors can select instead of entering a question manually.

To customize the page content:

1. Open the Page content section.

2. Configure the following fields:

   • Portal Tab Label: Enter the name displayed for the AI Answers page in the customer portal navigation.
   • Eyebrow Label: Enter the short text displayed above the page title.
   • Page Title: Enter the main heading displayed on the page.
   • Description: Enter a brief explanation of how visitors can use the AI Answers page. Supports up to 200 characters.
   • Text box placeholder: Enter the text displayed in the question box before a visitor begins typing.

3. To display suggested questions, turn on Show suggested questions.

4. Under Questions, enter the questions visitors can select. These questions will appear as FAQs on the AI Answers page, making it easier for visitors to quickly find relevant information.

5. Click Add Question to add another suggested question. Support up to 6 questions.

6. To remove a suggested question, click the Remove icon next to that question.

7. Click Save Changes.

   
   
   

You can configure up to six suggested questions. The questions appear as selectable options below the question box in the customer portal.

Live Chat Widget

The Live Chat Widget section lets you choose which live chat widget is displayed on the AI Answers page. The selected widget automatically uses its associated AI Agent along with its existing configuration, such as theme, launcher, and availability settings. This ensures a consistent chat experience while allowing visitors to seamlessly transition from AI-powered answers to live assistance when needed. For more information about the live chat widget section, explore AI Answers Page and Chat Widget Compatibility.

My tickets & chats

The My tickets & chats section controls how recent conversations and tickets appear on the AI Answers page.

Recent Chats

The recent chats section displays a visitor’s recent chat conversations.

To configure recent chats:

1. Open the My tickets & chats section.

2. Under Recent chats, enter the required text in Section Heading.

3. In Chats to show, select the number of recent chats to display.

4. Click Save Changes.
   

   
   
   

You can display between 3 and 10 recent chats.

Recent Tickets

The recent tickets section allows signed-in contacts to view their latest tickets.

To configure recent tickets:

1. Under Recent tickets, turn on Show recent tickets.

2. Enter the required text in Section Heading.

3. In Tickets to Show, select the number of recent tickets to display.

4. Click Save Changes.
   

   
   
   

You can display between 3 and 10 recent tickets.

Anonymous Visitors

When ‘Show a sign-in card’ is enabled, anonymous visitors can access the AI Answers page, and you can display a sign-in card that encourages visitors to sign in and access their ticket history.

To configure the sign-in card:

1. Under Anonymous visitors, turn on Show a sign-in card.

2. In Heading, enter the heading shown on the sign-in card.

3. In Body, explain the information or benefits available after signing in.

4. In Button Label, enter the text displayed on the sign-in button.

5. Click Save Changes.
   

   
   
   

When an anonymous visitor selects the sign-in button, BoldDesk directs the visitor to the sign-in page and returns the visitor to the AI Answers page after successful authentication.

KB Categories

The KB categories section allows visitors to browse selected knowledge base categories directly from the AI Answers page.

To configure the category grid:

1. Open the KB categories section.

2. Turn on Show the category grid.

3. In Section Heading, enter the heading displayed above the categories.

4. Under Categories, search for and select the categories to display.

5. Click Save Changes.
   

   
   
   

You can select up to eight knowledge base categories. The customer portal displays up to four categories per row.

Selected categories appear first in the category list and are displayed on the AI Answers page in the same order 4 per row.

Quick Links

The Quick Links section allows you to provide visitors with quick access to important resources, such as portals, websites, forms, and other frequently used content. You can add up to three quick links, each with an icon, title, and description.

To configure quick links:

1. Open the Quick Links section.

2. Turn on Show Quick Links.

3. Click Add Quick Link.

4. Click Upload Icon, then select an image file. Supported formats are PNG, JPG, and SVG, with a maximum file size of 2 MB.

5. In Title, enter the name to display for the quick link.

6. In Description, enter a brief description of the resource or destination. You can use supported formatting options such as bold, italic, underline, and anchor links (hyperlinks).

7. Repeat these steps to add additional quick links, up to a maximum of three.

8. Click Save Changes.
   

   
   
   

You can configure up to three quick links.

For an existing quick link, you can:

• Click Replace to upload another image.
• Click Remove to remove the current image.
• Click the Remove icon in the upper-right corner of the link card to delete the quick link.
• Update the title, description, or URL.

Save and Publish Changes

After completing the configuration:

1. Review the changes in each section.
2. Click Save Changes.
3. Wait until the publication status confirms that all changes are published for the selected brand.
4. Click Open Customer Portal to verify the published AI Answers page.

If you do not want to retain unpublished changes, click Discard.

BoldDesk displays the current publication status at the bottom of the configuration page:

• All changes published: The customer portal displays the latest saved configuration.
• Unsaved changes: The customer portal continues to display the last published version until you save the changes.

Open Customer Portal

After publishing the AI Answers page configuration, you can open the customer portal directly from the AI Answers settings page to validate the visitor experience.
To open the customer portal:

• Click Open Customer Portal in the lower-left corner of the page.

• Review the AI Answers page as it appears to visitors.

• Verify the configured content.

• Return to the AI Answers configuration page and make any required changes.
  

  
  
  

Troubleshooting

The AI Answers Page Does Not Appear in the Customer Portal

Confirm that:

• The correct brand is selected.
• Show this page in the customer portal is enabled.
• The visitor meets the configured visibility requirement.
• The changes have been saved and published.
• The visitor is viewing the customer portal for the configured brand.

An Anonymous Visitor Cannot Access the AI Answers Page

Confirm that All Users is selected under This portal can be viewed by. If Logged-in Users is selected, the visitor must sign in before accessing the page.

The Customer Portal Shows the Previous Configuration

Check the publication status at the bottom of the configuration page. If the page shows an unsaved-changes message, click Save Changes. Until the changes are saved, the customer portal displays the last published version.

Suggested Questions Are Not Displayed

Confirm that:

• Show suggested questions is enabled.
• At least one suggested question is configured.
• The changes have been saved and published.

The AI Agent Does Not Appear or Respond

Confirm that:

• A live chat widget is selected.
• An AI Agent is mapped to the selected live chat widget.
• The AI Agent is active and available.
• The selected live chat widget is configured correctly.
• The widget’s availability settings allow it to operate at the time of testing.

Recent Chats Are Not Displayed

The recent chats section is hidden when the visitor does not have any chat history. Test with a visitor who has existing chat conversations.

Recent Tickets Are Not Displayed

Confirm that:

• Show recent tickets is enabled.
• The visitor is signed in.
• The signed-in contact has existing tickets.
• The changes have been saved and published.

Anonymous visitors do not see recent ticket information.

The Sign-In Card Is Not Displayed

Confirm that:

• Show a sign-in card is enabled.
• The AI Answers page is accessible to anonymous visitors.
• The page is being previewed or opened as an anonymous visitor.

The sign-in card is hidden after the visitor signs in.

Knowledge Base Categories Are Not Displayed

Confirm that:

• Show the category grid is enabled.
• At least one category is selected.
• The selected categories are available in the configured brand’s customer portal.
• The category visibility settings allow visitors to access the selected categories.
• The changes have been saved and published.

Quick Links Are Not Displayed

Confirm that:

• Show quick links is enabled.
• At least one quick link is configured.
• The title, description, and URL are provided.
• The URL is valid and includes the required protocol.
• The changes have been saved and published.

Frequently Asked Questions

1. Can the AI Answers page be configured separately for each brand?
   Yes. AI Answers settings are brand-specific. Selecting another brand loads the configuration for that brand.

2. Can anonymous visitors use the AI Answers page?
   Yes. Select All Users under This portal can be viewed by to allow anonymous and signed-in visitors to access the page.

3. Can anonymous visitors view their recent tickets?
   No. Recent tickets are available only to signed-in contacts.

4. How many suggested questions can be added?
   You can add up to six suggested questions.

5. How many recent chats and tickets can be displayed?
   You can configure the page to display between 3 and 10 recent chats and between 3 and 10 recent tickets.

6. How many knowledge base categories can be displayed?
   You can select up to eight categories. The customer portal displays up to four categories per row.

7. How many quick links can be added?
   You can add up to three quick links.

8. Can I select an AI Agent directly from the AI Answers page?
   No. The AI Answers page uses the AI Agent mapped to the selected live chat widget. To use another AI Agent, update the widget’s AI Agent mapping or select another live chat widget.

9. What happens when the AI Answers page is hidden?
   The page is removed from the customer portal navigation, and visitors are directed to the Knowledge Base.

10. Why are my configuration changes not visible in the customer portal?
    Confirm that the changes have been saved. If unsaved changes exist, the customer portal continues to display the last published version.