How to Request Migration From Classic AI to AI 2.0 in BoldDesk
BoldDesk allows users who are currently using the Classic AI version to submit a request to move to AI 2.0 from the AI Center. This helps organizations prepare for the transition before Classic AI is sunset.
Classic AI will be sunset on October 1, 2026. We recommend switching to AI 2.0 before this date to avoid interruption to AI-powered features.
Why Move to AI 2.0?
Moving from Classic AI to AI 2.0 provides the following benefits:
- Build smarter AI Agents with flexible model selection.
- Create reusable knowledge libraries across multiple agents.
- Define agent instructions in a single, structured workflow.
- Connect tools and integrations to automate workflows.
- Fine-tune agent performance with advanced execution controls.
- Gain better visibility into AI interactions and tool execution.
How to Request Migration to AI 2.0
To request migration from Classic AI to AI 2.0:
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Sign in to your BoldDesk account.
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Go to AI Center from the left navigation menu.
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In the Classic tab, click Request Migration.
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You can also open the AI 2.0 tab and click Request Migration from the Introducing BoldDesk AI 2.0 banner.
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In the Request Migration to AI 2.0 dialog, review the migration details shown on the screen.
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Click Request Migration.
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After the request is submitted:
- You will see the confirmation message: AI 2.0 migration request has been successfully initiated.
- The page will show that your AI 2.0 migration request is in progress.
- The Request Migration button will no longer appear.
What is Migrated From Classic AI to AI 2.0?
When you migrate from Classic AI to AI 2.0, some items are migrated automatically while others require manual setup as discussed below.
Automatically Moved
Existing Knowledge Base articles are migrated automatically when BoldDesk performs the transition.
Requires Manual Setup
The following items are not migrated automatically and must be configured manually after migration:
- Q&As
- Files
- AI tools
- MCP actions
- API actions
- Existing AI Agents
- Existing Email AI Agent configurations
Only Knowledge Base articles are migrated automatically. Other data sources and AI configurations must be reviewed and configured manually in AI 2.0.
What Happens After You Submit the Migration Request?
After you submit the migration request, BoldDesk processes it as follows:
| What Happens | Details |
|---|---|
| Support ticket is created | A support ticket is automatically created to track the migration request. |
| Knowledge Base articles are migrated | Existing Knowledge Base articles are moved to AI 2.0. |
| Add-on users remain unchanged | Current add-on users and their settings are not affected. |
| Migration is handled by BoldDesk | The BoldDesk team processes the migration request. |
| Progress updates are shared | Migration updates are shared through the support ticket. |
| Classic AI remains available during migration | You can continue using Classic AI while the migration request is in progress. |
What to Do After Migration Is Complete
After migration is completed, your migrated Knowledge Base content becomes available in AI 2.0. However, BoldDesk does not automatically switch or configure every AI 2.0 feature for you.
Complete the following steps after migration.
1. Access AI 2.0
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Go to AI Center.
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Select the AI 2.0 tab.
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Review the available AI 2.0 modules:
- AI Agents
- Email AI Agent
- AI Copilot
- Knowledge Sources
- AI Tools
2. Review Migrated Knowledge Base Articles
To verify the migrated Knowledge Base content:
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Go to AI Center > AI 2.0.
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Select Knowledge Sources.
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Open the required library.
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Click Knowledge Base.
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Review the migrated articles.
The Libraries section includes system libraries such as Private Knowledge sources and Public Knowledge sources. Review the appropriate library based on where your Knowledge Base content is available.
3. Add Missing Knowledge Sources
The following knowledge sources must be added manually in AI 2.0 if they are required:
- Files
- Website sources
- Q&A content
To add these sources, learn more on How to Add and Manage AI 2.0 Knowledge Sources in BoldDesk.
4. Switch to Email AI Agent 2.0
To start using Email AI Agent 2.0:
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Go to AI Center > AI 2.0.
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Click Email AI Agent.
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Click Switch to 2.0.
Email AI Agent is not automatically switched to AI 2.0 after migration. You can switch to Email AI Agent 2.0 when you are ready.
5. Switch to AI Copilot 2.0
To start using AI Copilot 2.0:
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Go to AI Center > AI 2.0.
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Select AI Copilot.
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Click Switch to 2.0.
6. Configure AI Agents and AI Tools
Depending on your setup, configure the following manually:
- AI Agents
- AI Tools
- API actions
- MCP actions
- Agent instructions
- Agent deployment settings
- Required knowledge sources
Submitting a migration request does not immediately switch your account to AI 2.0. It only initiates the migration process. You can continue using Classic AI while the migration is in progress.
Frequently Asked Questions
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Can I request migration from the AI Center?
Yes. Go to AI Center and click Request Migration from the Classic tab or the AI 2.0 tab. -
When will Classic AI be sunset?
Classic AI will be sunset on October 1, 2026. -
How do I know my request was submitted?
After submitting the request, you will see the message: AI 2.0 migration request has been successfully initiated. -
How can I track migration progress?
A support ticket is created to track the migration. You will receive progress updates through that ticket. -
Can I continue using Classic AI during migration?
Yes. You can continue using Classic AI while BoldDesk processes your migration request. -
What is migrated automatically?
Only Knowledge Base articles are migrated automatically. -
What is not migrated automatically?
Q&A content, files, website sources, AI tools, AI Agents, and Email AI Agent settings must be configured manually in AI 2.0. -
Does submitting the migration request switch my account to AI 2.0 immediately?
No. Submitting the request only starts the migration process.
