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AI Actionsstar
Context-Aware Automation with AI Actions

BoldDesk AI Actions deliver AI-powered automation for customer support by integrating with your existing systems through secure API connections. Agents can execute complex workflows like refunds, data updates, and license checks directly from the conversation. Each AI Actions is powered by context-aware intelligence, ensuring precise execution, compliance, and complete auditability at scale.

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Why AI Actions Matter for Modern Support

Instant Resolution with Fewer Loops

Close issues in a single reply, reduce back-and-forth, and boost customer satisfaction by providing more context to the AI.

No More Tool Switching

Configure AI Actions across all your apps so updates happen automatically without switching between tools. This is workflow automation for support teams at its best.

Built-In Safety and Oversight

Fine-grained permissions and complete audit trails keep every action controlled and traceable, ensuring secure API integration and compliance.

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AI Handles the Basics, Humans Handle the Breakthroughs

Turn rigid automation into intelligent, AI-powered automation with BoldDesk AI Actions. Instead of just routing or suggesting, AI Actions understand intent, execute real tasks, and handle routine requests autonomously, from canceling orders and updating details to fetching data and triggering workflows. When needed, human agents can step in seamlessly for a smooth customer experience.

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How to Configure and Deploy AI Actions

Step 1: Configure the action
Step 2: Link Your API
Step 3: Apply Guardrails
Step 4: Activate and Deploy
configure-the-action

1. Configure the Action

tick-iconStart by defining what the action should do—like "Update order color," "Process wallet refund," or "Verify license."
tick-iconGive it a clear name, specify the required inputs (e.g., order ID, SKU), and outline the expected results.

2. Link Your API

tick-iconConnect your HTTP/REST endpoints and map the necessary fields: path, query, headers, and body.
tick-iconAdd authentication (API key, OAuth, JWT) and set up any payload transformations for smooth execution.
apply-guardrails

3. Apply Guardrails

tick-iconControl who can trigger the AI Actions, set up approval workflows, and enable real-time monitoring with alerts for sensitive operations.
activate-and-deploy

4. Activate and Deploy

tick-iconOnce everything is ready, make the AI Actions live.
tick-iconFrom that point, AI Copilot and AI Agent can execute it during chats or tickets, showing previews, approvals, and logs while delivering clear confirmations to customers.
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SMARTER AUTOMATION STARTS WITH CONTEXT

Context-Aware Automation for Accurate, Intelligent Actions

Traditional automation often falls short in dynamic conversations. BoldDesk AI Actions use context-aware intelligence to understand intent and take the right action at the right time, delivering faster resolutions and a better customer experience.

Key Advantages of Context-Aware Automation

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Real-World AI Actions Use Cases for Customer Support

Cancel or Partially Refund an Order

"I need to cancel my order or at least get a partial refund"
Validates order status, calculates pro-rated refund, updates inventory for restocking, and processes the refund through your billing API, all in one step, with a confirmation sent back in the conversation.

Fetch Real-Time Data

“What’s the delivery ETA for my order?”
Calls your shipping or logistics API, retrieves the latest tracking data, and responds instantly with the current status, no manual lookups, no delays.

Banking/Fintech: Update Mailing Address with KYC Validation

“I need to update my mailing address on file.”
Confirms the customer’s identity by validating KYC details, securely updates the address in your CRM, and logs a complete audit trail in the ticket for compliance, all in one seamless step, with a confirmation sent back in the conversation.

SaaS Licensing: Check License Status

“Can you tell me when my Pro subscription expires?”
Connects to your licensing service, retrieves the current subscription details, updates the ticket with the status, and provides the customer with clear next steps, all without leaving the conversation.
Cancel or partially refund an order
Banking/Fintech — Update mailing address with KYC validation
SaaS Licensing — Check License Status
“I need to cancel my order or at least get a partial refund.”
Validates order status, calculates pro-rated refund, updates inventory for restocking, and processes the refund through your billing API, all in one step, with a confirmation sent back in the conversation.
Cancel or partially refund an order
“What’s the delivery ETA for my order?”
Calls your shipping or logistics API, retrieves the latest tracking data, and responds instantly with the current status, no manual lookups, no delays.
Fetch real‑time data
“I need to update my mailing address on file.”
Confirms the customer’s identity by validating KYC details, securely updates the address in your CRM, and logs a complete audit trail in the ticket for compliance, all in one seamless step, with a confirmation sent back in the conversation.
Banking/Fintech — Update mailing address with KYC validation
“Can you tell me when my Pro subscription expires?”
Connects to your licensing service, retrieves the current subscription details, updates the ticket with the status, and provides the customer with clear next steps, all without leaving the conversation.
SaaS Licensing — Check License Status
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Frequently Asked Questions

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Ticketing System

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Live Chat

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Omnichannel Service

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Task Management Software

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AI Copilot

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