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AI Actionsstar
Context-Aware Automation with AI Actions

AI Actions for customer service let support teams execute real tasks through secure API calls directly from tickets and chats. Using context-aware automation, teams can update records, trigger workflows, and apply approvals with full audit logs, reducing back-and-forth while maintaining operational control.

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A customer support chat where AI escalates an issue, and a help desk agent joins to resolve an order delay.

Trusted by companies of all sizes

Why AI Actions Matter for Modern Support

Faster Resolution with Fewer Loops

Execute verified actions in a single reply to reduce back-and-forth while keeping agents accountable for outcomes.

No More Tool Switching

Run AI Actions across connected systems so updates happen through secure API calls without switching tools or breaking context.

Built-In Safety and Oversight

Approvals, permissions, and audit logs keep every AI Action controlled and traceable, ensuring secure API execution and compliance.

AI Handles the Basics, Humans Handle the Breakthroughs

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Chat interface showing AI handling delayed order queries with intent detection and live handoff

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, such as updating order details, processing refunds, or verifying licenses.
tick-iconGive it a clear name, specify required inputs like order ID or SKU, and define the expected outcome.
Stylized cloud graphic with orange gear and green dots, representing cloud-based configuration, data flow, and integration.

2. Link Your API

tick-iconConnect your HTTP or REST endpoints and map required fields including path, query, headers, and body.
tick-iconAdd authentication using API keys, OAuth, or JWT, and apply any payload transformations needed for secure execution.
apply-guardrails

3. Apply Guardrails

tick-iconSet permissions, approval rules, and validation checks to control when and how the AI Action can run.
tick-iconThis ensures sensitive actions follow internal policies before execution.
activate-and-deploy

4. Activate and Deploy

tick-iconOnce ready, activate the AI Action.
tick-iconAI Copilot and AI Agent can then execute it during chats or tickets, showing previews, approvals, and audit logs while confirming outcomes to customers.

SMARTER AUTOMATION STARTS WITH CONTEXT

Context-Aware Automation for Accurate Actions

Traditional automation often breaks in live support conversations. BoldDesk AI Actions use context-aware intelligence to understand intent and execute the right action at the right time, reducing errors while maintaining control and consistency.

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

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Profile icon of a person next to a message saying “I need to cancel my order or at least get a partial refund."I need to cancel my order or at least get a partial refund"
Illustration of an AI actions next to text describing automated order validation, refund calculation, inventory update, and billing API processing.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

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User avatar icon next to the text “What’s the delivery ETA for my order?“What’s the delivery ETA for my order?”
Illustration of an AI actions next to text about automating shipping API calls and providing instant tracking updates.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

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Profile icon of a person next to the text “I need to update my mailing address on file.“I need to update my mailing address on file.”
Illustration of an AI actions next to text about validating KYC details, updating address in CRM, and logging an audit trail for compliance.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

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Character with short dark hair in a black suit and white shirt asking, “Can you tell me when my Pro subscription expires?”“Can you tell me when my Pro subscription expires?”
Illustration of an AI actions next to text about connecting to a licensing service, retrieving subscription details, and updating ticket status.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
AI chat interface with delivery ETA inquiry; bot responds with order status, location, and estimated delivery details.
Banking/Fintech — Update mailing address with KYC validation
SaaS Licensing — Check License Status
Profile icon of a person next to a message saying “I need to cancel my order or at least get a partial refund.“I need to cancel my order or at least get a partial refund.”
Illustration of an AI actions next to text describing automated order validation, refund calculation, inventory update, and billing API processing.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
User avatar icon next to the text “What’s the delivery ETA for my order?”“What’s the delivery ETA for my order?”
Illustration of an AI actions next to text about automating shipping API calls and providing instant tracking updates.Calls your shipping or logistics API, retrieves the latest tracking data, and responds instantly with the current status, no manual lookups, no delays.
AI chat interface with delivery ETA inquiry; bot responds with order status, location, and estimated delivery details.
 
Profile icon of a person next to the text “I need to update my mailing address on file.“I need to update my mailing address on file.”
Illustration of an AI actions next to text about validating KYC details, updating address in CRM, and logging an audit trail for complianceConfirms 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
Character with short dark hair in a black suit and white shirt asking, “Can you tell me when my Pro subscription expires?”“Can you tell me when my Pro subscription expires?”
Illustration of an AI actions next to text about connecting to a licensing service, retrieving subscription details, and updating ticket status.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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