Genesys Cloud – Deprecation: Agent model v1 in agentic virtual agents

Description

On the effective date, Genesys Cloud will deprecate agent model v1 for agentic virtual agents. Agent model v2 is now available and will serve as the default model going forward.

FAQs

Am I affected?

As previously announced, Genesys will no longer support agent model v1 for agentic virtual agents as of the effective date. Customers should test and move to agent model v2 within the opt-in period before automatic migration.

What do I need to do before the effective date?

The majority of use cases will require no changes, as agent model v2 is a direct improvement over agent model v1. However, some instructions may be interpreted differently under agent model v2. Genesys recommends testing your implementation and completing your transition to agent model v2 before the effective date. For more information, see Transition to the latest agentic virtual agent model.

Who should I contact if I need help transitioning or have additional questions?

Contact your Technical Account Manager or your Customer Success Manager.