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🎉Say hello to the BoldDesk® September 2025 update!
Ready to take your support to the next level? This September 2025 release is packed with powerful upgrades from channel-specific custom AI agents to sharper analytics that give your team a real edge.
We’ve got context-aware automation that knows what your customers need before they ask; real-time conversation enhancements that make every interaction smoother; and tools that don’t just support your team but amplify their impact.
🔍 What’s new summary
Let’s look at the latest updates.
| BoldDesk AI 2.0 | |
| HIPAA Compliance | |
| Live Chat Widget | |
| Chat Agent Portal | |
| Chat Workflow | |
| Omnichannel Support | |
| Dashboard | |
| Knowledge Base | |
| ID Server | |
| Automation | |
| Integrations | |
| Mobile |
BoldDesk® AI 2.0: Smarter support with custom AI agents
We’re excited to introduce a major upgrade to the AI capabilities of BoldDesk®, bringing custom AI agent creation and channel-specific deployment.
This new feature empowers support teams to deliver highly personalized, context-aware assistance by tailoring AI agents to specific customer needs and communication channels.
Here’s what’s new:
Create multiple AI Agents with tailored content sources
Your support just got a boost. With this beta version of custom AI Agents (AI 2.0), support teams can now build multiple agents tailored to different customer scenarios.
Each agent can be configured with selected content, like knowledge base articles, FAQs, help guides and other relevant documents. Additionally, you can customize their tone and response style to match your brand.
This allows businesses to deploy agents optimized for specific products, services, or customer segments, ensuring more accurate, relevant, and customized support.
For example,
ShopSphere, a multicategory e-commerce platform, uses three specialized AI agents to support different departments: fashion, electronics, and groceries.
Each agent is trained on department-specific content and customized to match the tone and needs of its audience.
For example, the Fashion Concierge helps with sizing and styling, Gadget Guru handles tech support, and FreshCart Helper manages delivery and freshness concerns.
These agents provide fast, customized responses based on customer queries. The result is improved customer experience, faster resolutions, and consistent brand communication across departments.
Assign agents to channels for contextual responses
You can now assign AI agents to specific channels like live chat, email or social media. This helps your customers get replies that match the vibe of the platform: quick and friendly on social, more detailed and professional on chat.
It also makes things smoother for your team by letting agents follow workflows that fit each channel.
For example, a social media agent can use a casual tone and quick responses, while a live chat agent might adopt a more formal approach with detailed solutions.
Automated AI Actions
BoldDesk AI agents just got smarter; they can now handle tasks on their own!
- With AI Actions, they connect to external systems via APIs to handle tasks like cancel orders, update information, or fetch real-time data.
- Additionally, thanks to Model Context Protocol (MCP), they actually understand customer intent and context, like what the customer’s asking, and respond with accurate and relevant solutions.
What does this mean for businesses? If someone wants to check their order status, the agent can instantly fetch the details and reply. No waiting, no human help needed.
For example,
SwiftCart uses BoldDesk AI agents to automate customer service tasks across its platform.
With AI Actions and MCP, their agents can now understand customer intent and perform real-time actions by connecting to back-end systems via APIs.
Customer Message: “Hi, I ordered a blender yesterday. Can you tell me its delivery status?”
What happens behind the scenes
- Understanding the request: The AI agent recognizes that the customer is asking about their order status or returns.
- Finding the right order: It identifies the specific order using the customer’s account and recent purchase history.
- Taking action: The agent connects to SwiftCart’s system via API, retrieves the real-time delivery status, and replies with accurate details.
Reply: “Your blender is out for delivery and should arrive by 6 PM today. You can track it [here].”
Pre-deployment testing to ensure quality and consistency
With BoldDesk you can test your AI agents before going live, ensuring they deliver exceptional performance.
- Simulate real-world queries to evaluate response quality.
- Fine-tune tone, accuracy, and content sources.
- Minimize risks with a thorough pre-launch validation process.
This ensures your agents are production-ready and deliver a seamless customer service experience.
Healthcare-grade security with HIPAA compliance
Another key feature update is the HIPAA compliance support in BoldDesk, empowering healthcare providers, insurers, and related organizations to securely manage electronic protected health information (ePHI).
This release marks a significant step forward in our commitment to data privacy and security, aligning BoldDesk with the essential standards of the Health Insurance Portability and Accountability Act (HIPAA).
HIPAA compliance features in BoldDesk
Here are the essential safeguards to help you meet HIPAA’s privacy and security standards:
- ePHI encryption: Secures sensitive health data using strong industry-standard encryption during storage and transmission.
- Role-based access control: Limits data access to authorized users only. Access is based on user roles, so everyone sees only what they need.
- Detailed audit logging: Tracks activities and keeps records on who accessed ePHI and when for full accountability.
- Automatic data redaction: Automatically masks private details like social security numbers (SSNs) and emails to prevent accidental sharing or exposure.
These new features empower healthcare organizations to manage patient data securely, minimize exposure risks, and maintain full visibility into data access, all while staying compliant with HIPAA regulations.
Redact sensitive data: Privacy first
BoldDesk now includes intelligent redaction to detect and mask sensitive data automatically, like credit card numbers, SSNs, phone numbers, and email addresses in support tickets.
This real-time protection works for both customer and agent inputs, helping teams maintain privacy, meet compliance standards, and communicate with confidence.
Live chat widget: privacy policy & personalized greetings
The latest chat enhancements are designed to make customer interactions more engaging and trustworthy.
With new personalization options and transparency features, support teams can deliver a smoother, more responsive experience, building stronger connections with users across every conversation.
The live chat experience in BoldDesk just got a major upgrade! With our new feature updates, your interactions are now more engaging, uniquely branded, and crystal clear. Get ready to elevate your customer communication.
- A custom launcher image allows you to customize the live chat widget with a brand-specific launcher image, replacing the default with a brand-specific design icon.
- A typing indicator shows when an agent is responding, both in the live chat widget and agent console, improving team communication.
- Assignee added/removed notifications keep users informed of when agents are added to or removed from a conversation, boosting transparency and collaboration.
- Privacy policy notice: This latest feature allows you to showcase your most up-to-date privacy policy right in the live chat widget. You can provide full transparency about how your customers’ data is collected, used, and protected.
- Multiple welcome messages and smart suggestion options: Create a variety of suggestion options in your welcome message that will speed up customers’ interactions.
- Enhance privacy with our no cookie policy: Embrace strict privacy standards by setting up your live chat widget to run without saving any session or user information.
Chat agent portal: Simplified & streamlined
This update introduces powerful tools that give support agents more control and flexibility when handling conversations, making it simpler to manage sessions and stay responsive in real time.
Bulk edit support
The chat module now features powerful bulk editing capabilities. Agents can perform actions on multiple conversations at once, such as update statuses, add tags, change priorities, or send notes, all from a single interface.
This streamlines workflows and reduces manual effort, similar to how bulk actions work in the ticket module.
Clear requester session
Need to reset a conversation? With this new feature, agents can clear a requester’s session, which closes the current chat and starts a fresh one.
The system will prompt for an email address and other required details for the new session while preserving the previous messages for reference.
Push notifications for AI-to-agent transfers
Stay responsive with a new push notification feature in BoldDesk® for AI-to-agent chat handoffs.
Agents are instantly alerted when a conversation is transferred from an AI assistant to a human, ensuring no message goes unnoticed.
Chat workflow with smarter automation
BoldDesk’s September 2025 release brings powerful enhancements to chat workflows, designed to improve automation, streamline communication, and elevate customer engagement.
Send emails directly from workflows
You can now send personalized emails automatically at any stage of a workflow. These emails can be targeted to agent groups, individual agents, or chat requesters, keeping everyone informed.
Use this feature to send ticket updates, alerts, or follow-ups with minimal setup.
WhatsApp template messaging
Keep your customers engaged and connected with automated, personalized WhatsApp messages that are triggered by intuitive workflows.
Send order updates, appointment reminders, or promotional alerts, all fully compliant with WhatsApp’s messaging standards and seamlessly integrated into your support processes.
Escalation of SLA breach
Your team can stay on top of service standards. With this update, when service-level agreements (SLAs) are breached, whether it’s a missed response time or resolution deadline, BoldDesk® automatically escalates the issue to the right team or individual.
This ensures urgent tickets get the attention they need without manual follow-up.
The SLA breach escalation is instant, reducing delays and helping your team maintain service standards even during peak hours.
Smarter workflow messaging
With dynamic placeholders, you can personalize communication using customer or ticket-specific details.
There are also new, customizable wait notifications, which keep agents and customers informed during load-based assignments.
Advanced automation control
For those who love fine-tuning their automations, you’ll now have more flexibility to do so.
Custom object mapping lets you pull exactly the data you need from webhook responses. Enhanced webhook monitoring gives you real-time visibility into delivery status and failures, making troubleshooting faster and more precise.
Connect across channels with omnichannel support
BoldDesk continues to expand its omnichannel capabilities, making it easier to manage customer interactions across multiple platforms, all from one centralized workspace.
This release introduces powerful new integrations and enhancements.
LINE App integration
Reach customers where they are. BoldDesk® now supports enhanced LINE integration, allowing seamless communication on one of the most popular messaging platforms.
Setup is simple using your channel ID and secret, with support for multiple LINE accounts to manage different brands. Rich content exchange, images, videos, and more help build stronger customer connections.
AI agent support across channels
Access smart automation, everywhere. AI Agents are now available for all supported channels, bringing intelligent automation to every customer touchpoint.
No matter where the conversation starts, you can deliver fast, consistent, and personalized responses across all channels. This omnichannel approach reduces the human-agent workload and scales your support capacity.
WhatsApp catalog template support
Turn WhatsApp chats into shopping experiences with Meta Cloud API-powered catalog templates. Now you can showcase your products and accept orders right within WhatsApp chats.
Customers can enjoy instant ordering, personalized recommendations, and a seamless blend of support and commerce, all in one chat.
WhatsApp interactive message support
To make every message dynamic, BoldDesk® has just rolled out interactive message templates for WhatsApp using the Meta Cloud API.
This innovative feature empowers agents to connect with clients more dynamically and proactively through automated workflows.
Now, agents can send vibrant, interactive messages complete with buttons, quick replies, and call-to-action elements, all delivered through WhatsApp.
For example,
FreshBasket uses BoldDesk’s WhatsApp interactive message templates to automate customer communication.
📲 How it works in action:
- Order confirmation: After a customer place an order, they receive a WhatsApp message with buttons like “Track Order,” “Modify Items,” or “Cancel Order,” making it easy for them to take action.
- Delivery updates: Customers get real-time delivery alerts with quick reply options like “Reschedule” or “Contact Support,” improving convenience and reducing missed deliveries.
- Feedback collection: Once an order is delivered, an interactive message prompts users to rate their experience or report issues, boosting response rates and customer insights.
Instagram story replies and mentions
BoldDesk® now captures Instagram story replies and mentions directly in your chat interface.
When users reply to your story or mention your brand, it’s autotracked in BoldDesk®, allowing your team to respond and keep the conversation going.
These omnichannel support upgrades make BoldDesk a true hub for modern customer engagement, bringing together automation, personalization, and platform diversity to help support teams thrive.
Next-level dashboards: Visualize insights, drive decisions
Support teams can now unlock deeper insights and streamline customer support operations with BoldDesk’s latest dashboard upgrades.
AI agent performance dashboard
The new AI Agent Performance Dashboard makes it easy to monitor how your AI agents are contributing to support efficiency.
It includes key metrics like deflection rate, number of resolution, and support hours saved offer a quick snapshot of performance.
New KPI widget: Instant insights at a glance
The new KPI widget makes it easier to track and compare key metrics over time or against targets, helping you spot trends quickly.
It supports Card, Bullet, and Gauge charts for clear, visual performance insights. These chart types offer instant clarity on growth, progress, and areas needing attention.
Custom dashboards
Custom dashboards are now more flexible than ever with new updates.
- New modules: Custom dashboards now support ticket message and chat SLA modules.
- Auto refresh: To keep your data fresh, an auto-refresh option updates custom dashboards automatically at set intervals, so you’re always working with the latest data.
- Copy or move widgets: Managing dashboards is easier with the ability to copy or move widgets between them. Whether you’re duplicating a widget for consistency or relocating it for better structure, setup is now faster and more intuitive.
- Column reorder: This new feature lets you customize the layout of underlying data. You can prioritize key fields and arrange columns to make your data easier to read and analyze.
These enhancements make it easier to measure performance, spot trends, and make informed decisions, all within a dashboard experience tailored to your workflow.
Export knowledge base content in one click
Support agents can now quickly export knowledge base (KB) articles directly from the listing page within the agent portal, significantly enhancing the efficiency of content management.
The export includes only the articles you’ve filtered, so you get exactly what you need.
Once you start the export, it will be processed in the background, and you’ll receive an email with a download link for the exported file. This makes it easier to access and organize important information without any extra steps.
ID server: Frictionless login with JWT-based SSO
BoldDesk now supports JWT-based Single Sign-On (SSO) for both agent and customer portals, allowing users to log in through their organization’s identity provider (IDP).
This eliminates the need for manual credential entry, streamlining access while enhancing security and the user experience.
Event automation: Keep conversations flowing round-the-clock
Automation is the key to faster, more consistent customer support. BoldDesk now supports reply actions within event automation rules, allowing you to automate responses when tickets are created or updated.
You can also configure replies specifically for weekends and holidays, ensuring timely communication even when your team is offline.
These enhancements help improve response times, streamline workflows, and maintain consistent customer engagement.
Integrations that elevate support
With new integrations for PagerDuty, Google Meet, and Calendar, BoldDesk makes collaboration and scheduling effortless in your support workflow.
PagerDuty integration
Manage incidents in real time with PagerDuty integration, designed to simplify critical issue handling and improve visibility.
Streamline incident management with:
- Real-time syncing and linking of PagerDuty incidents with BoldDesk®
- In-app actions like reassigning incidents, adding notes, and viewing detailed timelines.
- Accessing full incident history and responder details instantly.
This integration helps teams respond faster and stay in control during high-impact events.
Mobile support reimagined: Smart tools in your pocket
BoldDesk’s mobile app got a major boost, bringing intelligent assistance and visual clarity right to your fingertips.
AI Copilot support
Support agents can now access AI Copilot directly from the mobile app, making it easier to respond to customer queries with speed and precision.
Generate accurate replies in seconds, get smart suggestions for relevant articles or data, and insert Copilot-generated responses into tickets for consistent, time-saving communication.
Easier image annotation
Annotate images directly within the mobile preview screen; no need to switch apps or use external tools.
Agents can draw shapes, highlight key areas, and add comments, providing clear visual context.
These mobile feature updates ensure that support agents stay productive and responsive, regardless of their location.
Rethink support with the latest features in BoldDesk®
This release is a full-on upgrade to how support teams operate. BoldDesk’s September 2025 release brings smarter AI agents, stronger compliance, mobile-first tools, and seamless integrations that help you stay ahead of customer expectations.
Whether you’re scaling fast, streamlining workflows, or aiming for lightning-fast response times, these latest feature updates are built to solve real-world support challenges with clarity and precision.
Need help exploring the new features? Our BoldDesk support team is just a click away.
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