AI Actions
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.

Trusted by companies of all sizes

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

1. Configure the Action

Start by defining what the action should do—like "Update order color," "Process wallet refund," or "Verify license."

Give it a clear name, specify the required inputs (e.g., order ID, SKU), and outline the expected results.

2. Link Your API

Connect your HTTP/REST endpoints and map the necessary fields: path, query, headers, and body.

Add authentication (API key, OAuth, JWT) and set up any payload transformations for smooth execution.

3. Apply Guardrails

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

4. Activate and Deploy

Once everything is ready, make the AI Actions live.

From 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

Understands Conversations: AI interprets the context of the ticket or chat before acting, ensuring every step aligns with the customer’s request.
Executes Relevant Actions: From refunds to data updates, AI Actions adapt to the conversation flow, eliminating unnecessary steps.
Delivers Accurate Results: Context-driven automation reduces errors and ensures every action is precise and compliant.
Builds Trust with Guardrails: AI Actions combine context with guardrails like permissions and approvals to ensure safe, controlled 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"

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

“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

“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

“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.

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

Cancel or Partially Refund an Order

“I need to cancel my order or at least get a partial refund.”

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.”

SaaS Licensing: Check License Status

“Can you tell me when my Pro subscription expires?”

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Frequently Asked Questions

Do AI Actions require developers?

Not to start. Define inputs and map parameters to your endpoints; you can go live quickly. Our team helps with authentication and payload transforms.

Can AI Actions run from Copilot and AI Agent?

Yes. AI Copilot and AI Agent both leverage the same AI Actions library, with permissions and approvals enforced.

How do you prevent risky changes?

Use guardrails such as role restrictions, amount thresholds, conditional approvals, and sandbox/testing before production.

What happens if an API call fails?

Agents see a safe error with context, retry options, and fallback guidance (for example, perform a related action or switch to manual).

Can non-technical teams maintain AI Actions?

Yes. The visual builder lets operations owners edit inputs, headers, and mappings. Developers are only needed for new endpoints or authentication schemes.

Is customer data secure?

Yes. Encrypted transport, scoped credentials, least-privilege access, and full audit logs on every run.

Can I require approvals for sensitive actions (refunds, credits)?

Absolutely. Configure conditional approvals (for example, refund greater than $100 or out of policy) and choose reviewers.

Do you support rate limiting and retries?

Yes. Configure per-action throttles, retry logic, and circuit breakers to protect downstream systems.

Can AI Actions roll back?

If your API supports reversals, create a paired rollback AI Actions (revoke credit, revert status) and restrict it with guardrails.

How does context-aware automation work in AI Actions?

It uses Model Context Protocol (MCP) and API integration to provide AI with intent and session details before execution, so the right action runs accurately and safely.

Ready to Automate 40% of Your Inquiries?

Deploy BoldDesk AI Actions today and see the difference.

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AI Actions
Context-Aware Automation with AI Actions