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Move Classic AI into the one First Level router that answers from your existing knowledge base and consults specialists when deeper work is needed.

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Think in support topics

Classic AI was usually configured to answer every ticket it could from one knowledge base. AI Agents work differently: each agent owns a support topic or job, such as order tracking, returns, or subscriptions. Your Classic AI replacement is the broad First Level router:
  • It answers recurring FAQs from your existing knowledge with Search knowledge base.
  • It consults specialist AI Agents for refunds, damaged products, and other deep jobs.
  • It hands requests that need human judgment to your team.
  • It preserves your useful escalation rules and brand voice.
Specialized agents can then own jobs that need live customer data or actions. For example, an order-tracking agent can look up an order while the First Level router continues to answer general shipping questions.

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Migrate with Ask Torben

1

Open Classic AI

Go to Classic AI.
2

Start the migration

Open the menu next to your Classic AI and choose Migrate to AI Agent. Ask Torben loads its instructions, knowledge source, routing rules, channel scope, and tone settings.
3

Review the draft

If one First Level router already exists, Ask Torben consolidates the Classic AI material into it. Otherwise it creates the router with Search knowledge base, Send reply, and Escalate. It never creates a second router. Useful tone settings become a reusable skill.
4

Test past requests

Test common FAQs, requests that should route to a specialist, and requests that should reach a human. Use real examples that Classic AI handled before.
5

Activate and remove overlap

Activate the new agent for a controlled scope. Once its results are proven, disable overlapping Classic AI auto-replies before expanding the rollout.

Create a First Level router

Prefill Ask Torben when you want to build the replacement manually.

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What moves to the new agent

You do not need to recreate Classic AI handover topics as a separate concept. The migration turns them into plain routing policy: what this agent answers, what a specialist owns, and when a human should take over.

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Best practices

  • Keep one First Level router focused on broad support, specialist consultation, and the final reply.
  • Create specialized agents for jobs that need live data or actions.
  • Make the knowledge search mandatory before factual FAQ answers. If no reliable answer is found, route the ticket instead of guessing.
  • Keep tone in a skill so future agents can reuse the same voice.
  • Test both successful FAQ answers and every important escalation path.
  • Do not leave Classic AI and the replacement answering the same scope indefinitely.
For the target architecture, see Router and specialists. To migrate legacy Workflows, see Migrate Workflows.