December 2025 Product Updates – New Features & Enhancements

Agent Portal

Agent List Advanced Filter Support

BoldDesk introduces advanced filtering options on the agent list page, enabling users to apply a wider range of criteria, including custom fields, for more accurate and efficient agent management.

Agent Export Support

BoldDesk now supports advanced export options, allowing broader column selection and inclusion of more detailed agent information in exported files.

Streamlined Support with Archived Tickets

The Archived Tickets option provides a dedicated space for managing closed and inactive tickets. An archived ticket is a closed ticket that has remained inactive for 120 consecutive days with no pending approvals or activities. Once archived, tickets appear in a separate view within the Tickets module under Archived Tickets. Users can easily search for archived tickets by Ticket ID or Title and apply filters to refine results. Visibility of archived tickets is governed by existing ticket view permissions, ensuring secure access.
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Manage Activity Views in Admin Module

BoldDesk now provides support for managing Activity Views in the admin module, enabling administrators to efficiently configure and control how Activity Views are displayed across the portal.

Dashboard & Reports

New Reports for AI

Two new reports have been introduced to help track AI credit usage and consumption. They include:

AI Credits Usage Dashboard
AI Credits Consumption & Balance Dashboard

AI Credits Usage Dashboard

Businesses can now track how AI credits are consumed over a selected time period, including usage across both Free and Paid Credits. The dashboard provides insights into daily consumption, highlights the top areas where credits are used, shows usage trends over time, and displays usage distribution across AI agents or chat details such as Brand, Category, Country, and Requester or Visitor.

This makes it easier to monitor AI credit usage, identify optimization opportunities, and plan consumption more effectively.

AI Credits Consumption & Balance Dashboard

Easily monitor your AI credit consumption and balance throughout the current billing cycle, with clear visibility into current usage, remaining credits, and projected consumption based on actual trends. The dashboard provides insights into daily usage patterns, helps identify when free credits may be exhausted, and shows how usage transitions to paid credits. By forecasting future consumption, you can also see when overall credits might run out, giving you time to plan ahead.

This enables you to adjust usage, make timely credit purchases, and take proactive steps to avoid unexpected interruptions to AI services and operations throughout the billing cycle.

Custom Dashboards – New Modules

Custom dashboards now support two additional modules, giving you more flexibility to track and analyze customer data that matters most.

Contact: Track how many contacts were created, blocked, or deleted during a selected period and view the data using your preferred grouping.
Contact Group: View how many contact groups were created within the selected period.

These new modules help you build dashboards that provide a more complete view of customer-related activities.

Knowledge Base

Added Support for .MD and llms.txt Files to Simplify LLM Processing.

As LLMs become increasingly important for information retrieval and knowledge assistance, ensuring your documentation is LLM-friendly can significantly improve how these models understand and represent your products or services.

LLM-optimized documentation ensures that AI systems like ChatGPT, Claude, and Copilot, etc., can retrieve and provide accurate, contextual responses about your product.

.md pages

All the pages of your KB site are automatically available as markdown files. If you add the .md extension to any page, you will see the content of that page rendered in markdown. You can then pass it to an LLM for more efficient processing than an HTML file.

llms.txt

llms.txt is a proposed standard for making web content available in text-based formats that are easier for LLMs to process. You can access the llms.txt page by appending /llms.txt to the root URL of your KB site.

The llms.txt file serves as an index for your documentation site, providing a comprehensive list of all available markdown-formatted pages. With this file, you make it easier for LLMs to efficiently discover and process your documentation content.

AI

Enhancements in Web Crawling

Web Crawling module gets significant improvements for faster, more flexible, and reliable performance. Latency has been reduced with enhanced crawl quality, while new Include/Exclude options allow precise control over content. Support has been added for both sitemaps and individual URLs, along with customizable Crawl Depth and Page to Crawl limits.

Scheduled resync ensures data stays fresh, and slow scraping support improves stability for complex sites. Users can now edit and view crawl configurations directly, and improved status reporting provides clearer insights into related web pages.

AI Content Source Now Includes Microsoft Documents

We’ve introduced the ability to upload Microsoft documents as an AI content source. This feature allows the AI agent to learn and train directly from your document files, making it easier to utilize existing content for smarter, more accurate responses.

Integration

Side Threads

Side Threads are private, internal discussions linked to a specific support ticket, allowing team members to collaborate without involving the customer.

Agents can start these conversations directly from the ticket details page, and responses will sync with the designated Microsoft Teams channel, keeping everyone aligned and informed.

Salesforce – Two-way Sync for Tickets

The Salesforce CRM integration now supports two-way synchronization between Salesforce cases and BoldDesk tickets.

BoldSign Integration – Enhancements

The BoldSign integration has been enhanced to make document management within BoldDesk easier and more flexible:

Unlink Documents – Quickly remove documents from tickets when they’re no longer needed.
Delete Documents – Easily delete documents in Revoked, Drafted, or Declined states.
View All Documents – Use the Show More option to view the complete document list.

Mobile App

Dark Theme Support

Dark theme support is now available in the mobile app. Agents can switch between light and dark themes from the profile settings for a more comfortable viewing experience.

Manage Shopify Marketplace Directly from the Mobile App

Shopify integration is now available in the mobile app, allowing agents to view customer and order information directly within tickets.

Knowledge Base Integrated with Ticketing on Mobile

The mobile app now supports knowledge base integration within tickets, allowing agents to quickly search articles and share links with customers without leaving the ticket screen.

Chat

Live Chat Widget

Bolddesk Chat SDK for Android, iOS Platforms

We’re excited to announce the release of the BoldDesk Chat SDK, enabling seamless integration of live chat widget functionality into your applications.

With this SDK, you can embed BoldDesk’s chat widget features across platforms, delivering a smooth, customizable, and engaging customer support experience.

Seamless Chat Experience: Real-time communication with support agents, offering the full functionality of the BoldDesk web chat widget directly within your applications.
Custom Themes: Built-in support for Light, Dark, and System themes.
Font Customization: Apply your app’s custom fonts to maintain a consistent brand identity.
Push Notifications: Receive instant alerts and real-time updates on messages.

Client-Side JavaScript API Events

The Live Chat Widget now supports a set of client-side JavaScript events, providing flexibility to run inline code snippets or external functions. This enables custom behaviors such as validation, logging, and UI updates.

beforeEmailSubmit: Useful for performing email validation.
conversationStarted and conversationClosed: Helpful for tracking and logging conversation analytics.

window.$boldChat.push(["on:eventName" ,aysnc (argument) => { }])

Widget Specific Bot Name/Avatar Customization

Widget-specific customization for the Chat Bot Name and Avatar is now supported. This enables each widget to present a distinct identity in system and workflow messages, delivering a more personalized and consistent user experience.

Streaming Support for AI Messages

Introduced streaming support for AI messages in the live chat widget, enabling real-time progressive rendering for faster and more engaging responses.

Chat Agent Portal

Chat Transcript Improvements

Chat export transcript now includes locations and contact messages across omnichannel environments, as well as for exporting workflow block messages. These enhancements help support teams maintain transparency between conversations and exported data, making it easier to review interactions and understand the flow of conversations and workflows.

Omnichannel

Catalog Template Support for WhatsApp Channels

We’re excited to announce that Catalog Template support is now available for WhatsApp integrations with Meta (WhatsApp Cloud API), Gupshup, and Twilio!

This new feature allows your customers to browse and interact with your product catalogs directly within WhatsApp conversations, creating a more engaging and seamless shopping experience alongside your support interactions.

Key Highlights:

Easy Configuration: Enable the WhatsApp Catalog toggle in your account settings to unlock this functionality.
Send and Receive Catalogs: Agents can now send catalog templates to customers, and incoming catalog interactions from customers are captured in BoldDesk chats.

WhatsApp Media Template Support via Twilio

BoldDesk now provides support for agents to send rich media templates (including images, videos, and documents) alongside traditional text templates, directly from chats, workflows, welcome messages, and away messages.

This enhancement brings Twilio WhatsApp in line with the richer messaging capabilities already available in other providers, giving you more tools to create memorable and effective customer experiences.

To start using media templates, ensure your templates are approved in the Twilio Console, then select them directly in BoldDesk when composing messages.

CSAT Message Customization Support for WhatsApp

BoldDesk now offers Rich Survey Message support for WhatsApp across all providers—Meta (WhatsApp Cloud API), Gupshup, and Twilio!

When closing a chat, BoldDesk automatically sends the configured rich survey message instead of a plain text link, making it easier and more engaging for customers to provide feedback.

Chat Workflow

Inline Images and Attachment Support

Workflow‑generated messages just got more powerful. You can now add visual context and supporting files directly into your automated communications for faster, clearer decision‑making.

Inline Images – Paste or upload images directly into the message body for instant visual clarity.
File Attachments – Add downloadable files (JPG, PNG, GIF, PDF, and more) to enrich your message with supporting materials.

Contact form Support

Workflows can now display a built‑in form to collect the information needed to process a user’s request. The form appears as part of the workflow step, and the submitted details are automatically used to create a ticket, ensuring agents receive complete, structured information for follow‑up.

Omnichannel Text to Field Data

BoldDesk now supports omnichannel text input within workflows, allowing user responses to be seamlessly mapped to the appropriate chat fields. This enhancement improves data capture across automated interactions and ensures smoother, more consistent workflow execution.

Workflows currently support mapping inputs across the following field types: text, numeric, decimal, date, regex, single‑choice, and multi‑choice.
Ensures structured, validated data collection that enhances automation reliability and downstream processing.

Catalog Template in Omnichannel Workflow

BoldDesk now supports Meta, Gupshup, and Twilio WhatsApp Catalog Template Messaging, enabling teams to send predefined, personalized product or service updates directly through automated workflows. This enhancement streamlines customer engagement and ensures consistent, high‑quality communication across channels.

Deliver predefined, personalized WhatsApp catalog messages through workflows.
Trigger catalog updates and product details automatically within workflow steps.
Provide clear, actionable catalog information for faster customer decisions.
All catalog templates follow WhatsApp’s approved messaging standards.

Chat API

Chat Developer API

BoldDesk now offers extended capabilities through the Chat Developer API, introducing endpoints for managing chat conversations and messages. These enhancements empower businesses to seamlessly manage conversations, read messages, handle file attachments, and track visitor details programmatically.

With these new endpoints, developers can build richer integrations and deliver a more connected support experience across multiple channels.

Billings & Subscriptions

AI Copilot

BoldDesk now offers AI Addons such as AI Copilot which can be purchased based on Agent basis for both existing and new customers.

New customers can add AI Copilot to their subscription plan by enabling the AI Copilot option and choosing the number of agents they need.
Existing customers can purchase AI Copilot through the Manage Copilot option available in their Active Subscription page, also by enabling AI copilot and selecting the agent count required.

AI Agents Credits Purchase

Additionally, BoldDesk now allows you to have the AI Agent Addon which is purchased as credit packs, for existing and new customers.

New customers can include the AI Agent while purchasing their subscription plan, by enabling the AI Agents option and choosing their desired credit park quantity.
Existing customers can also acquire the AI Agent in their Active subscription plan by enabling the AI Agents option and selecting the required AI Agent Credits pack count.

BoldDesk offers clients the option to enable auto recharge for AI Agent credit packs.

In the AI Agent Credits page, Under the Enable Auto Recharge section, customers can activate this feature and set the AI credit pack count to be automatically recharged.

AI Agent Credits Auto Recharge

BoldDesk offers customers to enable auto recharge for AI Agent Credit packs.

In the AI Agent Credits page, Under Enable Auto Recharge Section, customer can enable the Auto Recharge option and set the AI Credit pack count to be auto recharged.

Product Updates – December 2025