BoldDesk is upgrading its AI capabilities with AI 2.0, which provides improved response quality, better scalability, enhanced AI management, and long-term feature support.

As part of this upgrade, Classic AI will be sunset on October 1, 2026. After this date, Classic AI will no longer be available, and any AI functionality that depends on Classic AI will stop working.

This article explains what is changing, who is affected, what is migrated during the transition, and the actions required to move successfully to AI 2.0.

Migration Walkthrough

After requesting migration, you will need to review migrated content, configure AI 2.0 features, and validate your setup before moving production workloads to AI 2.0.

Watch the migration walkthrough video to learn how to:

• Request migration from Classic AI to AI 2.0.
• Review migrated Knowledge Base content.
• Add missing knowledge sources.
• Configure AI Agents and AI Tools.
• Deploy AI Agents.
• Test responses before going live.

Classic AI Sunset Date

Classic AI will be discontinued on October 1, 2026.

After this date:

• Classic AI will no longer be accessible.
• Classic AI Agents will stop responding.
• AI workflows and automations that depend on Classic AI will stop working.
• You must use AI 2.0 to continue using supported BoldDesk AI features.

Who Is Affected

This change applies only to existing customers who currently use Classic AI.

You are affected if your account uses:

• Classic AI Agents configured for Live Chat, web widgets, or omnichannel environments.
• Classic AI-powered workflows or automation, including automated responses, Email AI Agents, ticket routing, conversation handling, lead qualification, escalation flows, or backend workflow triggers.

New customers are not affected because they are onboarded directly to AI 2.0.

Why Move to AI 2.0

Moving to AI 2.0 provides several benefits:

• Improved AI response quality.
• Better scalability and performance.
• Enhanced AI Agent management.
• Improved support for AI tools and data sources.
• Long-term feature updates and platform support.

Migration Overview

What Is Migrated Automatically

During migration, BoldDesk automatically migrates Knowledge Base articles.

These articles become available as knowledge sources in AI 2.0 after migration.

What Requires Manual Configuration

The following items are not migrated automatically and must be configured manually in AI 2.0.

Knowledge Sources

• Files
• Website sources
• Q&A content

AI Configuration

• AI Agents
• Email AI Agent settings
• AI Agent deployment settings
• AI instructions and behavior rules

Additional Resources

Any non-Knowledge Base data sources required by your implementation

Recommended Migration Plan

To avoid service interruption and ensure a successful transition, follow the migration process below.

Step 1. Review Your Current Classic AI Environment

• Review existing Classic AI Agents.
• Identify deployment locations and customer-facing channels.
• Review AI workflows, automations, and Email AI Agent settings currently in use.

Step 2. Submit a Migration Request

Submit a migration request from the AI Center to begin the migration process.

Learn more: How to Request Migration from Classic AI to AI 2.0 in BoldDesk.

Step 3. Review Migrated Knowledge Base Content

After migration is completed, verify that your Knowledge Base articles are available in AI 2.0.

Step 4. Add Missing Knowledge Sources

Manually add any required:

• Files
• Website sources
• Q&A content

Step 5. Configure AI 2.0 Features

Configure the AI 2.0 components required by your organization:

• AI Agents
• Email AI Agent
• AI Copilot
• AI Tools
  • API Actions
  • MCP Actions

Step 6. Deploy and Test

Before production rollout:

• Verify deployment settings.
• Validate knowledge sources.
• Test AI Agent responses.
• Verify escalation and handover behavior.

Step 7. Move Production Workloads to AI 2.0

After testing and validation are complete, transition customer-facing workloads to AI 2.0 and discontinue dependency on Classic AI before the sunset date.

What Happens If You Do Not Migrate Before October 1, 2026

If you do not complete the migration before the sunset date:

• All Classic AI functionality will become unavailable.
• Existing Classic AI Agents will stop responding.
• AI workflows and automations that depend on Classic AI will stop working.
• You must configure and use AI 2.0 to continue using supported AI capabilities in BoldDesk.

Best Practices Before the Sunset Date

To reduce migration effort, avoid service disruption, and ensure a smooth transition:

1. Start the migration process early.
2. Review existing Classic AI Agents, deployments, and integrations.
3. Document custom AI instructions and business logic before migration.
4. Identify all knowledge and data sources that require manual configuration.
5. Recreate the required AI Agents in AI 2.0.
6. Reconfigure Email AI Agent settings where applicable.
7. Verify that all required knowledge sources are linked correctly.
8. Test AI responses and customer-facing channels before production rollout.
9. Validate handover, escalation, and operational workflows after migration.
10. Train internal teams on AI 2.0 before directing production traffic to the new system.

Troubleshooting

Migration Request Submitted but No Progress Is Shown

If you submitted a migration request but do not see progress:

• Check your BoldDesk portal for migration updates.
• Verify that the request was submitted successfully.
• Contact BoldDesk Support if no update is received within the expected time.

AI Is Not Working After Migration

If AI functionality does not work after migration:

• Confirm that AI 2.0 is enabled and configured.
• Configure the required AI Agents.
• Reconfigure Email AI Agent settings if they were previously used.
• Verify that Knowledge Base articles are available and linked.
• Add required files, website sources, and Q&A content.
• Test the AI Agent before deploying it to customer-facing channels.

Some Content Is Missing After Migration

Only Knowledge Base articles are migrated automatically.

You must manually add:

• Files
• Website sources
• Q&A content
• Any other non-Knowledge Base data sources required by AI 2.0

Frequently Asked Questions

1. When will Classic AI be discontinued?
   Classic AI will be discontinued on October 1, 2026.

2. Is migration to AI 2.0 mandatory?
   Yes. To continue using supported BoldDesk AI features after the sunset date, you must move to AI 2.0.

3. What is migrated automatically?
   BoldDesk automatically migrates Knowledge Base articles.

4. What requires manual configuration after migration?
   You must manually configure:

   • Files
   • Website sources
   • Q&A content
   • AI Agents
   • Email AI Agent settings
   • AI Agent deployment settings
   • AI instructions and behavior rules
   • Other non-Knowledge Base data sources

5. Will new customers have access to Classic AI?
   No. New customers are onboarded directly to AI 2.0.

6. How do I migrate from Classic AI to AI 2.0?
   The migration process consists of the following stages:

   1. Submit a migration request.
   2. Review migrated Knowledge Base content.
   3. Add required files, website sources, and Q&A content.
   4. Configure AI 2.0 features such as AI Agents, AI Tools, Email AI Agent, and AI Copilot.
   5. Deploy and test AI 2.0 within customer-facing channels.
   6. Complete the transition before October 1, 2026.
      For detailed instructions, refer to How to Request Migration from Classic AI to AI 2.0 in BoldDesk.

7. What should I do to avoid service interruption?
   Submit the migration request early, configure required AI 2.0 settings, add missing knowledge sources, and thoroughly test AI functionality before the sunset date.

Related Articles

1. How to Request Migration from Classic AI to AI 2.0 in BoldDesk
2. BoldDesk AI 2.0 Overview and Getting Started
3. How to Create and Manage AI Agent 2.0 in BoldAgent
4. How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk
5. Understanding AI Credits in BoldDesk AI Agent