AI actions for customer support

AI Actions That Don’t Just Answer, They Resolve

Answering questions isn't enough. Your customers want action — checking order status, rescheduling deliveries, updating addresses. The BoldDesk AI Agent bridges that gap, calling your own systems through API actions and MCP servers.

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BoldDesk AI Agent reschedules customer delivery and updates the address via live chat AI actions.
Trusted by Companies of all Sizes
Bolddesk trusted companies worldwide, including TVS, LTIMindtree, AFRY, GlobalGate, Vector and GMU logos
Bolddesk trusted companies worldwide, including TVS, LTIMindtree, AFRY, GlobalGate, Vector and GMU logos
Bolddesk trusted companies worldwide, including TVS, LTIMindtree, AFRY, GlobalGate, Vector and GMU logos
G2 Spring 2026 awards showcase 4.5/5 rating with Leader, High Performer, Momentum Leader and Best Results badges earned

Backed by Syncfusion

41K+

Companies worldwide

25+

Years in business

80%

of the Fortune 500 use Syncfusion software

3M+

Tickets Migrated

Free

Migration & Onboarding

SOC 2, GDPR & HIPAA

Compliant

99.9%

Uptime SLA

Capabilities

What Changes Once Your Agent Can Act

Four things AI actions add to an agent that could previously only reply.

Real-time data & record updates

Resolve Order, Billing and Account Requests Without a Human Touch

Give the agent the endpoints it needs and the requests that used to become tickets get closed in the conversation: order and delivery lookups, refunds, address changes, subscription and plan updates, password resets, access requests and record edits.

  • Live data retrieval from any REST API
  • Write-back updates to customer records
  • Multi-step actions in a single conversation
  • Works on every channel your agent runs on
BoldDesk AI bot provides real-time order tracking via live chat using automated AI support workflows.
BoldDesk MCP server screen shows a customer operations endpoint connected to ecommerce, CRM, billing, and support systems.
MCP Tools

Connect an Entire System With One MCP Server

Instead of wiring endpoints one at a time, register a Model Context Protocol server once. Enter a name, a description, the server URL and an auth type — add custom HTTP headers if it needs them — and every tool that server exposes becomes available to your AI Agent.

  • Works with any MCP-compatible server, including your own
  • New tools on the server appear without reconfiguration
  • One place to review and revoke access
Scoped authentication

Authenticate Once, and Never Expose a Credential in a Conversation

Administrators configure authentication up front when the connection or server is created. The AI Agent calls the tool; it never sees, stores or repeats a key. Every call is scoped to what you granted, and every call is logged.

  • Auth configured by admins, never surfaced to the agent
  • Custom HTTP headers for gateways and tenant routing
  • Audit trail on every action for traceability
BoldDesk API setup screen shows secure authentication, custom headers, and order management integration.
BoldDesk AI agent builder shows bot instructions for automated order cancellation and refund processing.
Playground & guardrails

Test Every Action in the Playground Before a Customer Triggers it

Run real prompts against your agent and watch which tool it selects and what comes back. Decide which actions run autonomously and which require human approval first, then publish when you're satisfied.

  • Dry-run prompts without touching a live conversation
  • Approval-required or fully autonomous, per action
  • Graceful handoff to a human when an action can't complete
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AI Tools Setup Article

Choose your approach

API actions vs. MCP tools: Which Should You Use?

Short answer: an API action for one tightly scoped task, an MCP server when you want the agent to reach many actions across a whole system.

  • API Actions

  • MCP tools
  • Best for
  • One specific, tightly scoped task
  • Many actions across an entire system
  • What you configure
  • Endpoint, method, parameters, authentication
  • One server URL, auth type, optional HTTP headers
  • Effort per new action
  • Add each endpoint individually
  • Every tool the server exposes becomes available at once
  • Use it when
  • You have a REST endpoint ready to call
  • You have an MCP server — yours or a vendor's
  • Example
  • “Look up order status by order ID”
  • “Do anything our CRM's MCP server supports”
  • Where in BoldDesk
  • AI Tools → API Actions → Link API Connection
  • AI Tools → MCP Tools → Create MCP server

    • Most teams start with one API action to prove the pattern, then move to MCP once they’re connecting a whole system.

    MCP

    How BoldDesk MCP Works

    AI actions run in both directions. Your agent reaches out to your systems — and the BoldDesk MCP Server makes BoldDesk itself available to any MCP-compatible AI tool your team already uses.

    Connect Securely

    Add the BoldDesk MCP server to your AI tool and authorise it. Access stays inside BoldDesk's permission model — the assistant can only do what the connected user can already do.

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    Ask AI to Act

    Ask your assistant to do the work in plain language — create a ticket, reply to a customer, pull a conversation history, find a contact — directly from the chat.

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    Get Instant Results

    The action executes in BoldDesk and comes back confirmed, with a full audit record on the ticket so your team can see exactly what was done.

    Connect

    Get Started With Your Favourite AI Tool

    The BoldDesk MCP Server works with any assistant that supports the Model Context Protocol.

    • Create, update and manage support tickets
    • Retrieve ticket details and conversation history
    • Handle approval workflows
    • Reply to ticket conversations
    • Search contacts, groups and agents
    • Access real-time support information
    Claude

    Trusted reasoning assistant by Anthropic

    Connect
    ChatGPT

    Versatile assistant by OpenAI

    Connect
    GitHub Copilot

    AI assistant inside your IDE

    Connect
    Read the MCP Server Docs
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    AI use case library

    Watch an AI Action Resolve a Real Support Case

    Not a scripted product tour. Every video in the library is one real support scenario, start to finish — the customer's question, the agent's reasoning, the action it calls, and where it hands over.

    Explore Use Cases

    Security & Compliance

    Enterprise-Grade Security and Compliance

    Protect customer data with secure infrastructure, compliance-ready controls, and enterprise-grade access management.

    • SOC 2 & GDPR compliant
    • AES-256 encrypted infrastructure
    • SSO and IP restrictions
    • Role-based access control and audit logs
    • HIPAA-ready workflows
    • Secure cloud architecture
    Security compliance badges showing SOC 2, RBAC, GDPR and HIPAA standards for data protection and access control systems
    Security compliance badges showing SOC 2, RBAC, GDPR and HIPAA standards for data protection and access control systems

    The rest of the AI platform

    Discover How BoldDesk AI Transforms Customer Service

    AI actions are one piece of BoldDesk AI. Here's what works alongside them — all on the same flat published rates.

    Omnichannel AI Agent

    Resolve customer conversations across chat, email, messaging, and voice.

    Explore
    Ticket AI Agent

    Analyze tickets in the background, share context with AI agents, and automate tasks or resolve tickets.

    Explore
    AI Copilot

    Interact with AI to generate answers, write, summarize, translate, and respond faster.

    Explore
    Skills

    Create reusable instructions and actions that AI agents apply consistently to complete tasks

    Soon

    Frequently Asked Questions

    The Model Context Protocol (MCP) is an open standard that lets AI tools securely understand and act on data from software platforms. It replaces one-off integrations with a single connection an assistant can discover tools through.

    An API action connects one endpoint for one tightly scoped task. An MCP tool connects a whole system through one server, making every tool it exposes available at once.

    AI actions and the MCP server are available with the BoldDesk AI Agent add-on on every BoldDesk plan. Additional AI credits cost $20 per 1,000 credits. An administrator can enable these features under Configuration → AI Tools.

    Add an MCP server under AI Tools → MCP Tools with its URL and auth type, then attach the tools to your AI Agent. To use BoldDesk from your own assistant, follow the setup steps in the MCP server documentation.

    Any AI tool that supports the protocol, including Claude, ChatGPT, Microsoft Copilot and GitHub Copilot. Compatibility depends on the assistant's own implementation, so check with your AI provider to confirm MCP support.

    Yes. It operates entirely within BoldDesk's permission model — an assistant can only perform actions the connected user is already allowed to perform, just as in the UI. Because MCP lets AI tools act on your behalf, scope that access carefully, monitor activity, and keep approval gates on anything irreversible.

    No — linking an API connection and adding an MCP server are form-based tasks in the admin UI. You will want someone who knows your API to confirm the endpoint and auth details.

    AI actions consume AI credits at BoldDesk's flat published rate of $20 per 1,000 credits — never a per-resolution fee. View BoldDesk pricing. You may also incur costs from the AI tool you use to run MCP actions.

    Visit the BoldDesk MCP server documentation for the full tool list, authentication details and client setup guides.

    Starter Growth Pro Enterprise
    tick Just BoldDesk.

    Stop Answering. Start Resolving.

    Connect one API action or one MCP server today and let your AI agent close the requests it currently hands to a human. If it's not right, you get 100% back within 30 days.

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    • Cancel Anytime
    • No Feature Paywalls
    • No per-resolution fees
    • Free Migration
    • 15-Day Free Trial
    • Cancel Anytime
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