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Classic AI is the legacy configuration area for sources, guidance, response modes, triggers, and workflow connections.
Plan to fully move existing Classic AI automation to AI Agents, not only new work. Follow the migration guide to replace one use case safely, then turn off overlapping Classic AI behavior once the replacement is proven. Start with Getting started, and use the Classic AI agent list only during migration or for necessary maintenance.

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Maintain an existing setup

AI sources

Maintain website, file, Q&A, and guidance knowledge on one page.

Classic agent triggers

Decide when the classic AI agent should run on a ticket.

Workflows with AI

Let Classic AI trigger approved workflows for legacy repeatable support tasks.

Take over from Classic AI

Stop automatic replies when a human takes over a live ticket.

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Response settings

For an existing Classic AI agent, choose how it handles incoming messages per channel: Keep existing Auto-send configurations narrow and tested. To stop Classic AI after a human steps in, see Take over from Classic AI.

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Routing with AI Agents

Ongoing work on the ticket continues first. A matching legacy AI-guided workflow may start before a new AI Agent. Once an AI Agent owns the conversation, Classic AI backs off. See Routing and ownership for the canonical behavior.
Auto-tagging now lives with native tag settings. See Auto-tagging.