How the AI Answers Page Works with Chat Widgets in BoldDesk
The AI Answers page is a dedicated self-service experience within the BoldDesk Customer Portal. It is configured to use a mapped chat widget providing an AI-focused interface and does not inherit all standard chat widget capabilities. Unsupported chat widget settings are automatically ignored.
AI Answers Page vs. Standard Chat Widget Experience
The AI Answers page is designed to help customers:
- Ask questions in natural language
- Receive AI-generated responses from configured knowledge sources
Although a mapped chat widget can be associated with the AI Answers page, many widget-specific UI elements are not displayed. For example, the AI Answers page does not use the widget launcher or Home screen. Instead, it provides its own interface elements, such as the Hero section.
Unsupported Chat Widget Features
The following chat widget features are not supported on the AI Answers page:
| Unsupported Feature | Description |
|---|---|
| Welcome messages | Welcome messages configured in the chat widget are not displayed. Customers can start asking questions immediately. |
| Widget header content | The AI Answers page ignores the widget title, widget description, and custom header content. Instead, it displays its own Hero section. |
| Widget FAQ suggestions | FAQ suggestions configured in the mapped widget are not displayed. Only FAQ suggestions configured in the AI Answers page settings are shown. |
| Pre-chat forms | Pre-chat forms configured in the mapped widget are not displayed. If customer identification or access control is required, use Page Visibility settings in the AI Answers configuration. |
| Home section, Knowledge Base section, and launcher | These widget components are not available on the AI Answers page. Customers interact directly with the AI Answers interface. |
Conversation Behavior
Conversation creation depends on whether the Multiple conversations setting is enabled.
| Setting | Behavior |
|---|---|
| Multiple conversations disabled | When a visitor submits a question through the Hero section Ask input, the message is added to an existing open conversation if one exists. Otherwise, a new conversation is created. This keeps the visitor in a single conversation thread. |
| Multiple conversations enabled | Each question submitted through the Hero section Ask input creates a new conversation. Every question starts a separate conversation thread. |
Handling Unsupported Widget Settings
If a mapped chat widget contains settings that are not supported by the AI Answers page, BoldDesk automatically ignores them.
Examples include:
- Welcome messages
- Widget header content (title, description, and custom header)
- Widget FAQ suggestions
- Pre-chat forms
- Home section
- Knowledge Base section
- Chat launcher settings
These settings remain available in the mapped widget but do not affect the AI Answers page experience.
AI Credit Requirement
The AI Answers page is available only when the organization has sufficient AI credits.
| Credit Status | Behavior |
|---|---|
| AI credits available | The AI Answers page is visible to customers. Visitors can ask questions and receive AI-generated responses. |
| AI credits depleted | The AI Answers page is automatically hidden. Customers cannot access the AI Answers experience until additional AI credits are available. |
Troubleshooting
Customers Cannot Access the AI Answers Page
Check whether the organization has available AI credits. If AI credits are depleted, the AI Answers page is automatically hidden.
Widget Settings Are Not Displayed on the AI Answers Page
Verify whether the missing element is a widget-specific feature, such as a welcome message, widget header, pre-chat form, or launcher. These features are not supported on the AI Answers page and are automatically ignored.
FAQ Suggestions Differ from Widget FAQ Suggestions
Ensure the FAQ suggestions were configured in the AI Answers page settings. The AI Answers page does not display FAQ suggestions from the mapped widget.
Frequently Asked Questions
-
If I map a chat widget to the AI Answers page, will the AI Answers page look like the widget?
No. The AI Answers page uses a dedicated AI-focused interface and does not display many widget components, such as the launcher, Home section, or Knowledge Base section. -
Why is the widget welcome message not displayed on the AI Answers page?
Welcome messages are not supported on the AI Answers page and are automatically ignored. -
Which FAQ suggestions are displayed on the AI Answers page?
Only FAQ suggestions configured in the AI Answers page settings are displayed. FAQ suggestions from the mapped widget are not shown. -
Can I require customer identification before using AI Answers?
Pre-chat forms are not supported on the AI Answers page. Use Page Visibility settings in the AI Answers configuration to control access. -
What determines whether a new question creates a new conversation?
The Multiple conversations setting controls conversation behavior:- Disabled: Uses an existing open conversation if available; otherwise, creates a new conversation.
- Enabled: Always creates a new conversation.
-
What happens when AI credits run out?
The AI Answers page is automatically hidden, and customers cannot access AI Answers until additional AI credits become available. -
Are unsupported widget settings partially applied or do they cause errors?
No. Unsupported widget settings are automatically ignored and do not affect the AI Answers page experience.
