BoldDesk

BoldDesk offers a suite of AI agents (Support Agent, Background Agent, Assist Agent) plus reusable Skills and API Tools and MCP connections. Support Agents answer customers across channels and hand off to a human with a summary when confidence is low or the customer asks for one. Background Agents triage, tag, and route tickets on arrival. Assist Agent helps human agents draft, polish, and translate replies. The page describes policy-bound skills, human approval steps for sensitive actions, trace logs, PII and PHI redaction, role-based control, and audit logs. It lists channels including email, live chat, WhatsApp, voice, SMS, Microsoft Teams, Slack, Facebook, and Instagram, and integrations such as Salesforce, HubSpot, Zoho CRM, Shopify, Stripe, Jira, and GitHub. The page states a free trial with no credit card, AI credit-based pricing with human agents included in plans, and SOC 2 Type 2, GDPR compliance, and HIPAA with a signed BAA. Vendor-reported G2 evaluation scores are also shown on the page.

Key features

• Support Agent that talks to customers and resolves requests on any channel
• Background Agent that triages, tags, and routes every ticket, predicting type, category, and priority
• Assist Agent that drafts, polishes, and translates replies for human agents
• Skills that package instructions, policies, and steps for a request type
• API Tools and MCP support to connect agents to REST APIs or MCP servers
• Human approval steps before refunds, account changes, or sensitive actions
• Full trace logs and AI Views showing agent actions
• PII and PHI redaction in tickets, transcripts, and reports
• Role-based control and audit logs
• Omnichannel support across email, live chat, WhatsApp, voice, SMS, Teams, Slack, Facebook, and Instagram
• Ticketing, live chat, knowledge base, workflow automation, SLAs and escalations, and reports with CSAT dashboards
• Multilingual support for customers in 40+ languages
• Import of tickets, contacts, and knowledge base articles from other help desks
• SSO and IP restrictions, AES-256 encrypted infrastructure

Best suited for

• Customer support teams seeking to automate routine requests with AI agents
• Companies wanting a single platform for AI and help desk functions
• Organizations with compliance needs such as GDPR or HIPAA
• Teams migrating from other help desk tools

Pricing

Not stated on the website