The BoldDesk AI Agent for Slack allows users to access AI-powered assistance without leaving Slack. You can assign an AI Agent to personal chats or map AI Agents with specific knowledge and tools to selected Slack channels.

Users can send direct messages to the assigned AI Agent or mention the BoldDesk app in a configured channel to ask questions, retrieve information from configured knowledge sources, and request supported actions through API Actions and MCP tools.

This article explains the capabilities of the AI Agent for Slack, how to configure it for personal chats and Slack channels, and how users can interact with it in Slack.

The AI Agent for Slack provides the following capabilities:

• Dedicated AI Agent: Assign an AI Agent with the appropriate knowledge and tools according to your team’s requirements.
• Direct Messages: Allow users to communicate privately with the assigned AI Agent in Slack and receive AI-powered responses.
• Channel Collaboration: Map an AI Agent to a Slack channel so users can mention the BoldDesk app in channel conversations and receive relevant answers.
• Knowledge Access: Allow users to retrieve information from the AI Agent’s configured knowledge sources without leaving Slack.
• Connected Actions: Allow the AI Agent to use its configured API Actions and MCP tools to retrieve information, run workflows, and complete supported tasks from natural-language requests.

Prerequisites

Before configuring an AI Agent for Slack, ensure that:

• The Slack integration is installed and connected to BoldDesk.
• The BoldDesk app is available in the required Slack workspace and channels.
• Your organization has sufficient AI Credits.
• At least one AI Agent has been created, configured, tested, and published in BoldDesk.
• The AI Agent has the required knowledge sources, API Actions, or MCP tools for its intended Slack use case.
• Your assigned role includes the Manage settings permission.

For Slack installation instructions, explore more on How to Install and Configure the Slack Integration in BoldDesk for Single Workspace.

For organization-wide deployment in Slack Enterprise Grid, learn more on How to Install and Configure the BoldDesk Slack App for Organization-Wide Deployment.

Understand the Slack Communication Modes

The AI Agent for Slack supports channel conversations and personal chats.

Channel AI Response

Channel AI Response allows users to mention the BoldDesk app in a configured Slack channel and receive a response from the mapped AI Agent.

For example: @BoldDesk How do I create a ticket?

If the required connected action is configured, users can also request supported actions: @BoldDesk Create a ticket for the new auto-merge feature request.

This mode is suitable for support and collaboration channels where responses can be visible to channel members.

Personal Chat AI Response

Personal Chat AI Response allows users to communicate privately with the AI Agent assigned under Personal chat.

For example: Show me the status of my ticket.

This mode is suitable for personal ticket queries, account-related requests, employee self-service questions, and other requests that should not be visible to an entire channel.

Open the Slack AI Agent Settings

To open the AI Agent settings for Slack:

1. Sign in to BoldDesk.

2. Go to Admin > Marketplace.

3. Select Slack.

4. Click Edit.

   
   
   

5. Select the AI Agent tab.

   
   
   

The page provides separate settings for Personal chat and Channels.

Configure an AI Agent for Personal Chats

The Personal chat setting allows users to send direct messages to one assigned AI Agent in Slack.

To configure the AI Agent:

1. In the AI Agent tab, locate the Personal chat section.

2. Enable the Personal chat toggle.

3. In AI Agent, select the AI Agent that should respond to queries in personal chats.

4. Click Save.

   
   
   

After saving the configuration, users can communicate directly with the assigned AI Agent through Slack personal chats.

Map an AI Agent to a Slack Channel

Map an AI Agent to a Slack channel when channel members should access an AI Agent with knowledge and tools relevant to that channel.

To map an AI Agent:

1. In the AI Agent tab, locate the Channels section.

2. Click Map AI Agent to Channel.

   
   
   

3. In Workspace, select the required Slack workspace.

4. In Channel, select the Slack channel.

5. In AI Agent, select the AI Agent that should respond to queries in the channel.

6. Click Save.

   
   
   

The mapped channel appears in the Active tab with the following information:

Manage Slack Channel Mappings

The Channels section organizes AI Agent mappings under the following tabs:

• Active: Displays active Slack channel and AI Agent mappings.
• Inactive: Displays inactive Slack channel and AI Agent mappings.

Use Search to locate a mapping by its available channel information.

To access the management options for a Slack channel mapping:

1. Go to Admin > Marketplace > Slack.

2. Click Edit.

3. Select the AI Agent tab.

4. Under Channels, open the Active or Inactive tab based on the mapping you want to manage.

5. Locate the required mapping.

6. Click More options under Action.

   

The available management options depend on whether the mapping is active or inactive.

Edit a Channel Mapping

• Use Edit to change the workspace, channel, or AI Agent configured for the mapping.
• The Edit option is available for active and inactive mappings.

Deactivate a Channel Mapping

• Use Deactivate to stop the mapped AI Agent from responding in the Slack channel without deleting the mapping.
• The mapping moves from the Active tab to the Inactive tab.

Activate a Channel Mapping

• Use Activate to allow the mapped AI Agent to resume responding in the Slack channel.
• The mapping moves from the Inactive tab to the Active tab.

Delete a Channel Mapping

• Use Delete to permanently remove the Slack channel mapping.
• The Delete option is available for active and inactive mappings.

Troubleshooting

The AI Agent Tab Is Not Available

Confirm that:

• The Slack integration is installed and active in BoldDesk.
• You opened Admin > Marketplace > Slack and clicked Edit.
• BoldDesk AI is enabled for your account.
• Your assigned role includes the Manage settings permission.

No AI Agent Is Available for Selection

Confirm that at least one AI Agent has been created, configured, tested, and published in BoldDesk.

Use Add/Modify AI Agents in the channel-mapping dialog to open the AI Agent configuration, and then complete the required AI Agent setup.

The AI Agent Does Not Respond in Personal Chats

Confirm that:

• Personal chat is enabled.
• An AI Agent is selected in the Personal chat section.
• The configuration was saved.
• The BoldDesk app is available in Slack.
• The AI Agent is published.
• Your organization has sufficient AI Credits.

The AI Agent Does Not Respond in a Channel

Confirm that:

• The correct Slack workspace and channel are mapped.
• The mapping appears under the Active tab.
• The BoldDesk app has been added to the Slack channel.
• The user mentioned the BoldDesk app in the channel message.
• The mapped AI Agent is published.
• Your organization has sufficient AI Credits.

The AI Agent Does Not Return the Expected Information

Confirm that:

• The mapped AI Agent contains the required knowledge sources.
• The knowledge content is current and relevant.
• The AI Agent instructions cover the request.
• The applicable API Actions or MCP tools are configured and available.
• The same request produces the expected result when the AI Agent is tested in BoldDesk.

The AI Agent Cannot Complete a Requested Action

Confirm that:

• The assigned AI Agent has the required API Action or MCP tool.
• The connected tool is configured correctly.
• The request contains the information required by the action.
• The AI Agent has access to the information required to complete the action.
• The connected action works as expected when tested in BoldDesk.

Frequently Asked Questions

1. What is the AI Agent for Slack in BoldDesk?
   The AI Agent for Slack allows users to ask questions, access configured knowledge, and request supported connected actions from Slack personal chats and mapped channels.

2. What is the difference between Channel AI Response and Personal Chat AI Response?
   Channel AI Response allows users to interact with a mapped AI Agent in a configured Slack channel. Personal Chat AI Response allows users to communicate privately with the AI Agent assigned to personal chats.

3. Can users chat directly with an AI Agent in Slack?
   Yes. Enable Personal chat and select the AI Agent that should respond to direct messages.

4. Can different Slack channels use different AI Agents?
   Yes. You can map different AI Agents to different Slack channels according to each channel’s requirements.

5. Can one Slack channel be assigned to multiple AI Agents?
   No. Each Slack channel can be assigned to only one AI Agent.

6. Are responses in a Slack channel visible to other members?
   Yes. Responses posted in a channel are visible to members who can access that channel conversation. Use a personal chat for requests that should remain private.

7. Can I temporarily stop an AI Agent from responding in a channel?
   Yes. Deactivate the applicable channel mapping. The mapping moves to the Inactive tab and can be activated again when required.

Related Articles

1. How to Install and Configure the Slack Integration in BoldDesk for Single Workspace
2. How to Install and Configure the BoldDesk Slack App for Organization-Wide Deployment
3. Getting Started with BoldDesk AI 2.0 Agent
4. How to Create an AI 2.0 Agent in BoldDesk
5. How to Set Up, Configure, and Optimize AI 2.0 in BoldDesk