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 accessible, and any AI functionality that depends on Classic AI will stop working.

This article explains what is changing, who is affected, and what actions you should take before the sunset date.

Classic AI Sunset Date

Classic AI will be discontinued on October 1, 2026.

After this date:

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

Who Is Affected

This change applies only to existing customers who are currently using 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 only.

Why You Should Move to AI 2.0

Moving from Classic AI to AI 2.0 provides the following 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 support.

What Is Migrated Automatically

During migration, BoldDesk automatically moves Knowledge Base articles.

These articles can continue to be used as AI knowledge sources in AI 2.0 after migration.

What You Need to Configure Manually

Some Classic AI configurations are not migrated automatically and must be configured manually in AI 2.0.

You need to manually configure:

• Files.
• Web pages.
• Q&A content.
• AI Agents.
• Email AI Agent settings.
• AI Agent deployment settings.
• Any AI-specific instructions, guidance, or behaviour rules.
• Any required data sources that are not Knowledge Base articles.

What You Should Do Now

To avoid interruption before the Classic AI sunset:

1. Review your current Classic AI setup.
2. Identify where Classic AI Agents are currently deployed.
3. Review AI workflows, Email AI Agent settings, and automation that depend on Classic AI.
4. Submit the migration request early.
5. Recreate or configure required AI Agents in AI 2.0.
6. Add files, web pages, and Q&A content manually in AI 2.0 if needed.
7. Test AI 2.0 responses before the Classic AI sunset date.
8. Confirm that AI Agent deployment works in the required channels.

To begin the migration process, learn more on How to Request Migration from Classic AI to AI 2.0 in BoldDesk.

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

If you do not move from Classic AI to AI 2.0 before the sunset date:

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

Best Practices Before the Sunset Date

To ensure a smooth transition:

• Start the migration process early.
• Review your Classic AI Agents and where they are deployed.
• Identify which data sources need manual setup in AI 2.0.
• Recreate required AI Agents in AI 2.0.
• Reconfigure Email AI Agent settings if used.
• Test AI Agent responses in AI 2.0 before using them with customers.
• Confirm that the correct knowledge sources are linked.
• Validate handover and escalation behaviour after migration.

Troubleshooting

Migration request was submitted, but no progress is shown

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

• Check your BoldDesk portal for migration updates.
• Confirm 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.
• Recreate or configure the required AI Agents.
• Reconfigure Email AI Agent settings if they were used in Classic AI.
• Confirm that the required Knowledge Base articles are linked.
• Add files, web pages, or Q&A content manually if they are required.
• Test the AI Agent before deploying it to customer-facing channels.

Some content is missing after migration

Only Knowledge Base articles are moved automatically.

You must manually add:

• Files.
• Web pages.
• Q&A content.
• Other non-KB 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 it mandatory to move from Classic AI to AI 2.0?
   Yes. To continue using supported BoldDesk AI features after the sunset date, you must move from Classic AI to AI 2.0.

3. What happens after October 1, 2026?
   Classic AI will no longer be accessible. Classic AI Agents and dependent AI functionality will stop working.

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

5. What requires manual configuration after migration?
   You need to manually configure files, web pages, Q&A content, AI Agents, Email AI Agent settings, and other AI Agent-specific settings in AI 2.0.

6. Will Classic AI Agents continue working after the sunset date?
   No. Classic AI Agents will stop working after October 1, 2026.

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

8. How do I submit a migration request?
   Follow the steps in How to Request Migration from Classic AI to AI 2.0 in BoldDesk.

9. Can I continue using AI features after Classic AI is sunset?
   Yes, but only after moving to and configuring AI 2.0.

10. What should I do to avoid service interruption?
    Submit the migration request early, configure required AI 2.0 settings, add missing data sources manually, and test AI Agent responses before October 1, 2026.

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