Product Updates – September 2025

BoldDesk AI 2.0 Release

Personalized Agents. Smarter Conversations.

We’re excited to roll out BoldDesk AI 2.0—a major upgrade that brings custom AI agent creation, channel-specific deployment, and AI-powered actions to the forefront. This release empowers your support teams to deliver highly personalized, context-aware assistance with less effort and more impact.

Create AI Agents Tailored to Your Needs

Build multiple AI agents for different customer scenarios:

• Content Sources: Pick from your knowledge base, FAQs, and guides for accurate replies.
• Tone & Behavior: Match your brand’s style with customizable response settings.

Assign AI agents to the channels where they shine:

• Live Chat and Web Widget
• WhatsApp, Facebook, and Instagram
• Telegram, SMS, and LINE

Customers get answers optimized for the channel they’re on. Businesses streamline workflows and improve response consistency.

AI Actions & MCP (Model Context Protocol)

Go beyond conversations—let your AI agents do the work.

• Cancel or return orders
• Update customer details
• Fetch real-time data
• Trigger workflows (e.g., ticket creation)

With MCP, agents understand user intent and session context before acting—making every interaction precise and reliable.

Pre-Deployment Quality Testing

Ensure every AI agent is production-ready:

• Simulate real-world queries
• Review tone, accuracy, and response quality
• Fine-tune before launch

This reduces risks and ensures a seamless customer experience from Day 1.

Key Benefits of BoldDesk AI 2.0

• Personalized Support: Agents built for specific journeys and audiences
• Operational Flexibility: Assign agents by business logic and channels
• Higher Accuracy: Content-driven answers improve trust and CSAT
• Reduced Risk: Pre-launch testing ensures reliability
  

HIPAA Compliance Now Available in BoldDesk

We’re excited to announce that BoldDesk now supports HIPAA compliance (Health Insurance Portability and Accountability Act). This update is designed to help healthcare providers, insurers, and related organizations securely manage sensitive health information while delivering world-class support.

With this release, BoldDesk introduces key safeguards and security controls that align with HIPAA’s privacy and security requirements—helping your team protect patient trust and stay compliant.

1. ePHI Field Encryption

All fields containing electronic Protected Health Information (ePHI) are now encrypted both at rest and in transit using industry-standard protocols. This ensures sensitive data stays safe from unauthorized access and breaches.

2. Sensitive Data Redaction

We’ve added a Redact Sensitive Data feature that automatically masks or removes confidential details from:

• Logs
• Exports
• Other non-secure outputs

This prevents accidental exposure and strengthens compliance.

3. Role-Based Access Control (RBAC)

Access to sensitive health information is now governed by role-based permissions. Only authorized personnel can view or interact with ePHI—helping you enforce internal governance and minimize risk.

4. Comprehensive Audit Logging

Every access to ePHI is now logged with who, when, and what was accessed. These detailed audit trails give compliance and security teams the visibility they need to:

• Monitor data use
• Investigate anomalies
• Ensure accountability

 

Live Chat Widget

We’ve rolled out a range of new enhancements across the Live Chat Widget, Agent Portal, and Workflows—designed to give you more control, flexibility, and efficiency in every conversation.

Custom Launcher Image

Added support for a custom launcher image to enhance branding and personalization of the live chat widget.

• Set a custom launcher image for the live chat widget
• Replace the default icon with a brand-specific design
• Improve widget personalization to align with your brand identity

Agent Typing Indicator

Added support for agent typing indicators in both the live chat widget and the agent console.

• Shows when an agent is typing in the live chat widget
• Displays typing status in the agent console when multiple agents collaborate
• Enhances the real-time chat experience with better visibility

Assignee Add/Removal Transparency

Added support for showing assignee add/removal details in conversations.

• Displays when an agent is added as the assignee to a conversation
• Shows when an agent is removed from a conversation
• Helps agents track conversation ownership and handovers more effectively

Multiple Welcome Messages & Suggestions

Added support for multiple welcome messages and suggestion options to boost engagement.

• Configure multiple welcome messages to greet customers dynamically
• Provide multiple suggestion options to guide users
• Automate responses based on user-selected suggestions in workflows

Privacy Policy Notice

Added support for privacy policy display within the live chat widget.

• Display and manage the latest Privacy Policy
• Provide clear details on how user data is collected, used, and protected
• Stay aligned with compliance and regulatory requirements

“None” Cookie Policy

Added support for live chat widgets with no data storage in cookies or local storage.

• Configure using window[‘boldChatSettings’] = { storageStrategy: ‘none’ };
• Operate live chat without storing session or user data
• Maintain full functionality while meeting strict privacy requirements

Live Chat Agent Portal

Bulk Edit Support

Added new support for Bulk Edit in the chat module, allowing agents to perform multiple actions on conversations efficiently.

• Update statuses, add tags, change priorities, and send notes for multiple conversations at once.
• Perform bulk actions from a single interface, similar to the ticket’s module.
• Streamlines agent workflows and reduces manual effort.
• Enhances overall efficiency and productivity for support teams.

Push Notifications on AI-to-Agent Transfers

Added support for push notifications when AI transfers chats to human agents.

• Receive real-time push notifications when a chat is transferred from AI
• Ensure agents are informed instantly for faster responses
• Improve collaboration between AI and human agents

Clear Requester Session

Added support for clearing requester sessions in the live chat widget.

• Reset the conversation to start a fresh session
• Close the old conversation while preserving history
• Require email and mandatory details for new sessions

Chat Workflow Enhancements

Email from Workflows

Added support for sending personalized emails directly from workflows, enabling timely and relevant communication.

• Send personalized emails at any stage of a workflow
• Target recipients including agent groups, individual agents, or chat requesters
• Ensure timely and relevant communication to improve collaboration
• Enhance customer engagement with precisely targeted messaging

WhatsApp Template Messaging

Added support for WhatsApp Template Messaging to send predefined, personalized updates through workflows.

• Send pre-defined, personalized WhatsApp messages and alerts
• Integrate seamlessly with automated workflows
• Ensure timely updates and improved customer communication
• Fully compliant with WhatsApp’s messaging standards

SLA Breach Escalation

Added support for SLA breach triggers in workflows to ensure timely intervention when service levels are at risk.

• Automatically initiate workflows when SLA response or resolution times are breached
• Escalate issues immediately to ensure timely intervention
• Minimize service delays and maintain high service standards
• Improve customer satisfaction with proactive resolution handling

Workflow Messaging Updates

Added support for dynamic placeholders and customizable wait notifications in workflow messages.

• Use dynamic placeholders for personalized communication
• Customize wait notifications during load-based assignment
• Deliver tailored information at every workflow step
• Improve clarity and enhance overall communication between agents and customers

Custom Object Mapping & Webhook Monitoring

Added support for custom object mapping and enhanced webhook monitoring for more flexible and reliable automation.

• Map response objects from webhook calls for use in later workflow steps
• Extract and define specific data from webhook responses for automation logic
• Monitor webhook delivery with detailed failure logs for faster troubleshooting
• Access error details and statuses instantly to ensure reliable execution
• Enhance automation flexibility and integration reliability

Omnichannel

We’ve expanded BoldDesk’s omnichannel capabilities to help your teams connect with customers more seamlessly—whether they’re on LINE, WhatsApp, or Instagram. These updates bring richer interactions, smarter automation, and stronger engagement across channels.

LINE App Integration

BoldDesk now supports LINE integration, making it easy to unify customer interactions from this popular messaging platform.

• Effortless Setup → Connect LINE by entering your Channel ID and Channel Secret—no extra configuration required
• Multiple LINE Accounts → Manage multiple brands by associating each with a distinct LINE account
• Dynamic Message Exchange → Share rich content like images, videos, and more for engaging conversations

AI Agent Support in Omnichannel

AI Agents can now be deployed across omnichannel platforms to automate and streamline customer interactions.

• Enhanced Experience → Provide fast, consistent, and personalized responses across all channels
• Operational Efficiency → Automate repetitive tasks to reduce agent workload
• Scalability → Manage high volumes of inquiries without impacting quality

WhatsApp Catalog Template Support

Agents can now showcase products using WhatsApp Catalog Templates via the Meta Cloud API, enabling direct orders in chat.

• Instant Ordering → Customers can place orders directly within the chat
• Personalized Recommendations → Send tailored product suggestions to boost engagement
• Faster Support & Sales → Combine support and commerce in one seamless experience

WhatsApp Interactive Message Support

We’ve added support for WhatsApp Interactive Message Templates, giving agents richer ways to engage customers.

• Send buttons, quick replies, and call-to-action elements directly in WhatsApp chats
• Use templates in automated workflows for proactive engagement
• Create more intuitive, action-driven customer experiences

Instagram Story Replies & Mentions Support

BoldDesk now captures Instagram Story Replies and Mentions directly in chats.

• Automatically track when users reply to your stories or mention your business in theirs
• Engage in real time without missing important customer interactions
• Strengthen presence and responsiveness on Instagram

New KPI Widget – Powerful Insights

Make better decisions with the KPI (Key Performance Indicator) widget, built for at-a-glance monitoring. Easily compare performance against targets or past periods, and spot trends early.

Supported KPI Chart Types:

• Card View → Prominent value + growth indicator with quick comparisons
• Bullet Chart → Compact view of actual vs. target with clear risk/goal zones
• Gauge Chart → Semi-circular dial to visualize performance in poor/average/good ranges

Instantly know if you’re on track, ahead, or need to take action.

Custom Dashboards – New Modules

Custom dashboards just got more powerful with support for:

• Ticket Message Module – Dive deeper into message-level activity
• Chat SLA Module – Track chat service-level performance with precision

These modules give you more flexibility to build dashboards that truly reflect your priorities.

Auto Refresh in Dashboards

Stay up to date without lifting a finger. The new Auto Refresh option automatically updates widgets at your chosen interval (every 15 to 60 minutes).

• Works at the dashboard level in view mode
• No more manual refresh clicks—your data stays fresh, always

 

 

Copy & Move Widgets Between Dashboards

Organizing dashboards is now a breeze:

• Copy Widget → Add duplicates to another dashboard while keeping the original
• Move Widget → Transfer widgets entirely to a new dashboard

This makes it faster to set up dashboards and maintain consistent views across teams.

Column Reorder in Underlying Data

Personalize your data view with drag-and-drop column reordering. Prioritize key fields, align with your workflow, and make data analysis easier and faster.

Why This Matters

With these updates, BoldDesk dashboards are more intuitive, flexible, and powerful than ever:

• Track AI Agent success with dedicated KPIs
• Build dashboards that reflect your unique needs
• Save time with auto refresh and widget management
• Simplify analysis with customizable data layouts

Knowledge Base

Export Knowledge Base Articles

Managing your knowledge base just got easier! Agents can now export KB articles directly from the article listing page in the agent portal—giving you more flexibility and efficiency in handling your content.

How It Works

• From the article listing page, apply the filters you need (e.g., by category, status, or author).
• Click Export to generate a file based on the filtered results.
• The export will be processed automatically, and you’ll receive an email with a download link from your support email address.

JWT SSO Support

We’re excited to announce that JWT-based Single Sign-On (SSO) is now supported in both the Agent and Customer portals of BoldDesk.

With JWT SSO, your users can access BoldDesk seamlessly using your organization’s Identity Provider (IdP)—no need to remember or enter usernames and passwords.

• One-Click Access → Log in instantly without manual credentials
• Stronger Security → Authentication is fully managed by your IdP
• Consistent Experience → Works across both the Agent Portal and Customer Portal

Why This Matters

• Simpler logins for employees and customers
• Centralized authentication with your existing IdP
• Reduced password fatigue and fewer reset requests
• Improved security with modern authentication standards

Integrations

We’re expanding BoldDesk with powerful integrations that connect your workflows with the tools you already use—helping your team manage incidents, tasks, and meetings more efficiently.

PagerDuty Integration

Stay on top of critical issues with our new PagerDuty integration, bringing incident management directly into BoldDesk.

• Incident Linking & Real-Time Sync → Connect PagerDuty incidents with BoldDesk tickets for live updates
• Incident Creation & Monitoring → Create incidents and track their status from within BoldDesk
• Responder & Status Management → Add responders, update status, and manage incident workflows
• In-App Actions → Reassign incidents, add notes, and collaborate seamlessly inside BoldDesk
• Detailed Insights → View incident timelines and full details directly in the associated ticket

This integration enhances visibility and responsiveness, ensuring your team can manage critical issues without switching tools.

Mobile App Update

We’ve enhanced the BoldDesk mobile app with new features that bring AI assistance and better collaboration tools right to your fingertips—helping agents stay productive while on the move.

AI Copilot Support in Mobile App

AI Copilot is now available on mobile, giving agents intelligent assistance anytime, anywhere.

• Instant Answers → Quickly generate accurate responses to customer queries
• Smart Suggestions → Get relevant articles, info, or actions needed to resolve issues
• Efficient Replies → Insert Copilot-generated responses directly into ticket replies for faster, more consistent communication

 

Image Annotation Support

Agents can now annotate images directly in the mobile app when attaching screenshots or files.

• Annotation Tools → Draw shapes, highlight areas, or mark up images before sending
• Streamlined Workflow → Annotate without external tools, directly inside BoldDesk
• Improved Clarity → Provide clearer visual context in responses with annotated screenshots