A Response Agent is an AI 2.0 Agent that automatically generates responses and notes for tickets based on your configured AI Agent Assignment rules. When a new or updated ticket matches the specified conditions, the Response Agent uses the selected AI Response Type to create customer replies, drafts, public notes, or private notes. This helps support teams reduce manual effort, accelerate response times, and deliver consistent customer communication at scale.

Within an AI Agent Assignment rule, Response Agent works together with other AI-powered capabilities to automate and enhance ticket workflows:

• Background Agent (optional): Analyzes ticket content in the background and adds its findings as a private note for agent reference.
• Response Agent: Automatically generates replies, drafts, and notes based on the configured AI Response Type and ticket conditions.
• Copilot Agent (optional): Assists agents within tickets by providing AI-powered actions such as conversation summaries, suggested responses, answers to questions, translations, and content improvements.

By combining these AI capabilities, BoldDesk enables organizations to automate customer communication, provide agents with actionable insights, and deliver faster, more efficient support experiences.

Prerequisites

• Access to Admin → AI Automation → AI Agent Assignment.
• Ensure that AI 2.0 Agents are configured and available in the AI Agent dropdown.

Use Cases

• Auto-reply for common questions: Use Reply to respond to every customer message based on rule conditions.
• Reply only once: Use First Reply to reply only to the initial customer message and avoid repeated automated responses.
• Customer-visible updates without SLA impact: Use Public Note for status updates that should not be counted toward SLA metrics.
• Internal guidance for agents: Use Private Note to provide internal suggestions without contacting the customer.
• Agent-reviewed responses: Use Draft so agents can review and send the final response.

Step-by-Step Instructions to Configure Response Agent

1. Go to Admin → AI Automation → AI Agent Assignment.
2. Click Add rule (or open an existing rule and click Edit).
3. Enter the following:
   • Rule name
   • Description
   • Conditions (the ticket criteria that triggers the rule)
4. Configure Response Agent:
   • Toggle Response Agent On.
   • Select an AI Agent from the dropdown. Optionally, click View agent to open and edit the selected AI Agent.
   • Under AI Response Type, select one option (Reply / First Reply / Public Note / Private Note / Draft).
5. Configure Response Agent options:
   • Toggle Wait for full analysis On or Off.
   • (Optional) Toggle Show AI disclaimer On to include the disclaimer in AI-generated responses.
6. Save the rule. Check the GIF below for more insights.
   
   
   
   
   

Once the conditions are met, the AI Agent response will be posted in the Ticket.

AI Response Type

In AI Response Type, choose how BoldDesk should apply the AI output:

Wait for full analysis (Background Agent Dependency)

• Wait for full analysis = On: Response Agent includes findings from the Background Agent’s analysis when generating responses.
• Wait for full analysis = Off: Response Agent generates responses immediately using only ticket details (without waiting for Background Agent findings).

Show AI Disclaimer (Customer-facing Transparency)

When Show AI disclaimer is enabled, BoldDesk adds a disclaimer to all AI-generated responses. Disclaimer Preview: 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.

Troubleshooting Common Errors

The AI didn’t post the configured response type

Check whether the AI output was added as a private note due to low confidence or insufficient information.

The response did not include analysis findings

• Confirm that Background Agent is enabled.
• Confirm Wait for full analysis is enabled. If it is off, the Response Agent generates responses immediately without waiting for analysis findings.

Customers are seeing AI-generated text without context

Enable Show AI disclaimer to add the standard disclaimer to AI-generated responses.

Frequently Asked Questions

1. What is the difference between Background Agent and Response Agent?
   Background Agent analyzes the ticket and adds findings as a private note. Response Agent generates replies, drafts, or notes based on your AI Response Type.

2. What does “First Reply” do?
   First Reply generates an AI reply only for the first customer message, not for every subsequent message.

3. Why did the AI create a private note instead of replying publicly?
   If the AI has low confidence or lacks enough information, BoldDesk posts the output as a private note even if you selected Reply, Public Note, or Draft.

4. Should I enable “Wait for full analysis”?
   Enable it if you want Response Agent replies to include Background Agent findings. Disable it if you prefer immediate responses using only ticket details.

5. What does “Show AI disclaimer” do?
   It adds a standard disclaimer to all AI-generated responses so customers know the content was generated automatically and can request a human agent if needed.

6. What is Copilot Agent used for?
   Copilot Agent provides agents with AI assistance inside the ticket, such as summarize, translate, and correct grammar.

Related Articles

1. How to Configure AI Trigger Orchestration in BoldDesk
2. How to Configure AI Agent Assignment Rules in BoldDesk