Skip to main content
Move your existing Classic AI and workflow automation to AI Agents over time. You do not need a risky all-at-once change: migrate one use case, prove it in a controlled rollout, turn off the overlapping legacy setup, and then expand.

​
What to migrate first

Prioritize migration when:
  • a Classic AI setup needs frequent manual tuning
  • a workflow tree is becoming hard to maintain
  • a workflow trigger prompt is trying to match broad customer intent
  • the automation needs judgment instead of fixed branches
  • the agent should use multiple actions or integrations
  • you need better tests and run history
Stable legacy setups can stay active while you build and prove their replacements. The goal is a safe, complete migration rather than running both systems indefinitely.

​
Concept mapping

​
Migration path

1

Pick one legacy use case

Start with one high-volume case, such as order status, returns, invoices, or B2B escalation.
2

Write the agent job

Describe what the AI Agent owns, what it should avoid, and when it should escalate.
3

Move trigger logic

Replace workflow trigger prompts with exact filters and semantic filters.
4

Move reusable knowledge

Convert useful guidance, policies, and examples into instructions or skills.
5

Replace workflow nodes with actions

Give the agent the smallest set of read or write actions needed for the job.
6

Add approval rules

Require approval for refunds, address changes, cancellations, and other high-impact actions.
7

Review ownership and handoffs

Decide which customer requests the AI Agent owns, when it hands the ticket to a person or team, and what happens after that handoff. Remove overlapping trigger conditions so the AI Agent and legacy automation do not both match the same customer message. See Routing and ownership.
8

Test against old cases

Use tickets that the Classic AI or workflow handled before. Test requests that should match, requests that should not match, and cases that should hand off to your support team.
9

Run a controlled rollout

Start with a narrow scope, such as one channel, language, team, or ticket type. Keep the legacy setup active only outside that scope while you review agent runs and customer outcomes.
10

Turn off the overlap

Once the AI Agent is proven, disable the Classic AI trigger or workflow that handles the same tickets. Confirm that customer messages no longer match both systems before you widen the rollout.
11

Expand one use case at a time

Increase the AI Agent’s scope, repeat the same checks, and retire each remaining legacy path after its replacement is proven.

​
Best practices

  • Migrate one use case at a time.
  • Keep the new agent narrower than the legacy setup at first.
  • Preserve escalation behavior before adding autonomy.
  • Test both matching and non-matching trigger examples.
  • Use run history to decide what to improve next.
  • Keep stable legacy automation only while its replacement is being tested.
  • Turn off overlapping legacy triggers before expanding the AI Agent to more tickets.
AI Agents are the product direction for both new and existing automation. Use Classic AI and workflows only during the staged migration or to maintain a legacy setup until its replacement is proven.