Upgrade your voice or digital bot flow to Virtual Agent

Prerequisites

To have access to the Virtual Agent:

  • Genesys Cloud CX AI Experience

To upgrade an Architect flow to Virtual Agent:

  • Architect > virtualAgentFlow > Edit permission

To create AI-generated intents and utterances:

  • languageUnderstanding > generationIntentsJob > All permissions
  • languageUnderstanding > generationUtterancesJob > All permissions
To view the AI-generated conversation summary in the agent interaction panel on agent transfer:
  • Conversation > Summary > View permission

To view the wrap-up codes in After Contact settings under the Wrap-up Codes tab:

  • Routing > Wrap-up Code > Search permission
  • Routing > Wrap-up Code> View permission

To upgrade an Architect bot or digital bot flow to Virtual Agent, complete the following tasks:

  1. From the Architect home page, click or hover over the Flows menu and select Bot Flow or Digital Bot Flow.
  2. Click the name of the Architect flow that you want to upgrade.
  3. If the flow is in read-only mode, click Edit.
  4. In the flow’s title bar in the upper right corner, click the Upgrade to Virtual Agent button. Upgrade to Virtual Agent button
  5. In the Upgrade to Virtual Agent dialog box, click Upgrade.
  6. Improve and customize your flow using the AI features that Virtual Agent provides.
  7. Publish your flow. 

Notes:
  • After you publish and run the flow, the Virtual Agent consumes AI Experience tokens. For more information, see Genesys Cloud AI Experience tokens metering and pricing.
  • Upgrade each flow individually.
  • To downgrade your flow from Virtual Agent and revert your changes, export a previous version of the flow that is not Virtual Agent-enabled, and import it in your Virtual Agent-enabled flow. You lose all changes you have made since you upgraded.