How to Request Migration From Classic AI to AI 2.0 in BoldDesk
BoldDesk allows organizations currently using Classic AI to submit a migration request to AI 2.0 directly from the AI Center. This migration helps ensure continued access to AI-powered capabilities before Classic AI reaches end of support.
Classic AI will be sunset on October 1, 2026. To avoid disruption to AI-powered features, we recommend migrating to AI 2.0 before this date.
Migration Walkthrough
Requesting migration is only the first step in moving from Classic AI to AI 2.0. After migration is completed, you should review migrated content, configure AI 2.0 features, and validate your deployment before moving production workloads to AI 2.0.
Check the GIF below for more insights.
Watch the migration walkthrough to learn how to:
- Submit a migration request.
- Review migrated Knowledge Base content.
- Add missing knowledge sources.
- Configure AI Agents and AI Tools.
- Deploy AI Agents.
- Test responses before going live.
Why Move to AI 2.0?
AI 2.0 introduces a more powerful and flexible AI platform that helps organizations:
- Build smarter AI Agents with flexible model selection.
- Create reusable knowledge libraries across multiple agents.
- Define agent instructions using a centralized workflow.
- Connect tools and integrations to automate business processes.
- Fine-tune agent performance using advanced controls.
- Gain better visibility into AI interactions and tool execution.
What Is Migrated From Classic AI to AI 2.0?
When you migrate from Classic AI to AI 2.0, some content is migrated automatically while other configurations require manual setup.
Automatically Migrated
The following content is migrated automatically:
- Knowledge Base articles
Requires Manual Configuration
The following items are not migrated automatically and must be configured after migration.
Knowledge Sources
- Q&A content
- Files
- Website sources
AI Configuration
- AI Agents
- Email AI Agent configurations
- AI Tools
- MCP Actions
- API Actions
Only Knowledge Base articles are migrated automatically. All other data sources, AI configurations, and deployment settings must be reviewed and configured manually in AI 2.0.
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. Check the GIF below for more insights.
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Alternatively, open the AI 2.0 tab and click Request Migration from the Introducing BoldDesk AI 2.0 banner. Check the GIF below for more insights.
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In the Request Migration to AI 2.0 dialog, review the migration details.
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Click Request Migration. Check the GIF below for more insights.
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After submitting the request:
- A confirmation message appears stating: AI 2.0 migration request has been successfully initiated.
- The portal displays that the migration is in progress.
- The Request Migration button is removed.
What Happens After You Submit the Migration Request?
After the migration request has been submitted, BoldDesk processes the migration as follows:
| What Happens | Details |
|---|---|
| Support ticket is created | A support ticket is automatically created to track the request. |
| Knowledge Base articles are migrated | Existing Knowledge Base articles are copied to AI 2.0. |
| Add-on users remain unchanged | Current add-on users and settings remain unaffected. |
| Migration is handled by BoldDesk | The BoldDesk team processes the migration request. |
| Progress updates are provided | Updates are shared through the migration support ticket. |
| Classic AI remains available | You can continue using Classic AI while migration is in progress. |
Migration Workflow
The following workflow summarizes the migration process:
What to Do After Migration Is Complete
After migration is completed, your Knowledge Base content becomes available in AI 2.0. However, AI 2.0 features are not automatically configured. Review and complete the following setup activities.
1. Access AI 2.0
- Go to AI Center.
- Select the AI 2.0 tab.
- Review the available modules:
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AI Agents
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Email AI Agent
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AI Copilot
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Knowledge Sources
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AI Tools
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2. Review Migrated Knowledge Base Articles
To verify migrated 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 contains system libraries such as Private Knowledge Sources and Public Knowledge Sources. Review the appropriate library depending on where your content is stored.
3. Add Missing Knowledge Sources
Add the following sources manually if required:
- Files
- Website sources
- Q&A content
Learn more: How to Add and Manage AI 2.0 Knowledge Sources in BoldDesk.
4. Switch to Email AI Agent 2.0
To use Email AI Agent 2.0:
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Go to AI Center > AI 2.0.
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Select 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 when you are ready.
5. Switch to AI Copilot 2.0
To use 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 2.0 Features
Migration does not automatically recreate AI-specific configurations from Classic AI.
Review and configure the following items as required:
- AI Agents
- Agent instructions and behavior
- Knowledge libraries
- Deployment mappings
- AI Tools
- API Actions
- MCP Actions
- Email AI Agent settings
- AI Copilot settings
- Agent deployment settings
- Required knowledge sources
Migration does not automatically make AI 2.0 production-ready. Administrators should review all AI configurations, deployment settings, knowledge sources, and AI Agent behavior before enabling AI 2.0 for customer-facing interactions.
Submitting a migration request does not immediately switch your account to AI 2.0. It only starts the migration process. Classic AI remains available while migration is being processed.
Frequently Asked Questions
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Can I request migration from the AI Center?
Yes. Open AI Center and click Request Migration from either the Classic or 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?
You will see the message:
AI 2.0 migration request has been successfully initiated. -
How can I track migration progress?
A support ticket is automatically created, and migration updates are shared through that ticket. -
Can I continue using Classic AI during migration?
Yes. Classic AI remains available while the migration request is being processed. -
What is migrated automatically?
Only Knowledge Base articles are migrated automatically. -
What is not migrated automatically?
The following items require manual configuration:- Q&A content
- Files
- Website sources
- AI Agents
- AI Tools
- Email AI Agent settings
- MCP Actions
- API Actions
-
Does submitting the migration request switch my account to AI 2.0 immediately?
No. Submitting the request only initiates the migration process. -
What should I do after migration is completed?
After migration:- Review migrated Knowledge Base content.
- Add missing knowledge sources.
- Configure AI Agents and AI Tools.
- Configure Email AI Agent and AI Copilot if required.
- Deploy and test AI functionality.
- Validate customer-facing interactions before production use.
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Can I start using AI 2.0 immediately after migration?
Migration makes AI 2.0 available for configuration, but additional setup may be required. Review migrated content, configure AI features, test deployment settings, and validate responses before using AI 2.0 in production. -
Will my existing AI Agents be migrated automatically?
No. Existing AI Agents are not migrated automatically. After migration, you must recreate or configure AI Agents, deployment settings, instructions, AI Tools, and other AI-specific configurations required by your environment.
