Background AI Agent analyzes ticket content and generates findings without directly interacting with the customer. The analysis findings are automatically added to the ticket as a private note, allowing the response AI Agents and support agents to review the results and use them while handling the ticket.

You can use an AI Agent Assignment rule to assign a Background Agent automatically when a ticket meets predefined conditions. You can also specify whether the analysis should run when a ticket is created or when a customer or agent adds a reply.

Prerequisites

Before creating a Background Agent assignment rule, ensure that:

• BoldDesk AI features are enabled for your account.
• At least one Background Agent is configured and active.
• The Background Agent has the required instructions, knowledge sources, and tools for the analysis it should perform.

For instructions on creating an AI Agent, explore How to Create and Manage AI 2.0 Agent in BoldDesk.

Create a Background Agent Assignment Rule

To create an AI Agent Assignment rule for a Background Agent:

1. Go to Admin > AI Automation > AI Agent Assignment.

2. Click Add Rule.
   

   
   
   

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

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

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

6. Under Apply this rule to the tickets that meet Any of these conditions, configure any alternative conditions that can trigger the rule.

7. Click Next.
   

   
   
   

Configure the Background Agent

In the Assign AI Agents step:

1. Turn on Background Agent.

2. In Choose AI Agent, select the Background Agent to assign.

3. In Run Analysis When, select one or more events:

   • Tickets Created
   • Customer Reply Added
   • Agent Reply Added

4. Review the selected Background Agent and analysis events.

5. Click Add to save the assignment rule.
   

   
   
   

After the rule is saved, BoldDesk assigns the selected Background Agent when a ticket meets the rule conditions.

View the Selected Background Agent

The View agent option allows you to open the selected Background Agent from the assignment rule.

Use this option to review the agent’s:

• Instructions
• Knowledge libraries
• AI tools
• Model and other settings
• Current status

To view the selected Background Agent:

1. Open the Background Agent assignment rule.

2. Go to the Assign AI Agents step.

3. Locate the Background Agent section.

4. Click View agent.
   

   
   
   

Review the Background Agent configuration to confirm that the agent is prepared to perform the required ticket analysis.

How Background Agent Assignment Works

When a ticket event occurs, BoldDesk evaluates the configured AI Agent Assignment rules.

The Background Agent is assigned when:

• The ticket meets the configured rule conditions.
• The selected Background Agent is active and available.
• The Background Agent assignment slot on the ticket is empty.
• The applicable event is selected under Run Analysis When.

After the assignment:

1. The Background Agent analyzes the applicable ticket content.
2. The Background Agent generates its findings.
3. BoldDesk adds the findings to the ticket as a private note.
4. Support agents can review the private note while handling the ticket.

Understand the Analysis Events

The Run Analysis When setting determines when the Background Agent analyzes the ticket.

You can select multiple events based on when the ticket should be analyzed.

Background Agent Use Cases

A Background Agent can be configured for use cases such as:

• Analyzing the probable cause of an issue
• Identifying customer sentiment
• Classifying ticket content
• Summarizing ticket information
• Extracting important details from customer messages
• Identifying information required for another AI Agent or workflow
• Generating internal findings for support agents

The quality and structure of the findings depend on the selected Background Agent’s instructions, knowledge sources, tools, and the ticket content available during analysis.

Troubleshooting

The Background Agent Is Not Assigned

Confirm that:

• The assignment rule is active.
• The ticket meets all required rule conditions.
• At least one applicable Run Analysis When event is selected.
• The selected Background Agent is active and available.
• The ticket does not already have a Background Agent assigned.
• Another matching rule is not being executed before this rule.

Analysis Does Not Run When a Ticket Is Created

Confirm that Tickets Created is selected under Run Analysis When.

The rule must also match the ticket at the time the ticket is created. Review the ticket field values and compare them with the configured conditions.

Analysis Does Not Run After a Customer Reply

Confirm that Customer Reply Added is selected under Run Analysis When.

Also confirm that the new message is a customer reply and that the ticket still meets the assignment rule conditions.

Analysis Does Not Run After an Agent Reply

Confirm that Agent Reply Added is selected under Run Analysis When.

Verify that the ticket meets the rule conditions and that the selected Background Agent is active.

A Different Background Agent Is Assigned

Confirm whether the ticket already had a Background Agent before the rule ran. AI Agent Assignment rules do not overwrite existing AI Agent assignments.

Also review the order of the assignment rules. Only the first matching rule is executed.

Frequently Asked Questions

1. What does a Background Agent do in BoldDesk?
   A Background AI agent analyzes ticket content and generates findings without directly interacting with the customer.

2. Where are Background Agent findings displayed?
   BoldDesk automatically adds the analysis findings to the ticket as a private note.

3. Can customers view Background Agent findings?
   No. The findings are added as a private note and are visible only to agents with access to the ticket.

4. When can the Background Agent run its analysis?
   The analysis can run when a ticket is created, when a customer adds a reply, or when an agent adds a reply.

5. Can a Background Agent reply directly to customers?
   No. A Background Agent generates internal findings. Use a Response Agent when AI-generated customer-facing replies, drafts, or notes are required.

6. Can an assignment rule replace an existing Background Agent?
   No. AI Agent Assignment rules fill empty assignment slots and do not overwrite an existing Background Agent assignment.

7. Can the Background Agent analyze customer and agent replies?
   Yes. Select Customer Reply Added and Agent Reply Added under Run Analysis When.

Related Articles

1. How to Configure AI Agent Assignment Rules in BoldDesk
2. How to Create and Manage AI 2.0 Agent in BoldDesk