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Bot builder, essential AI agents and article autoreplies still exist and are not where new work belongs.
What each of them was
- Bot builder: a flow chart. You drew every path the conversation could take.
- Essential AI agents: the same flows with intent recognition added.
- Article autoreplies: a suggested article sent automatically in reply to a ticket.
Why they are being left behind
All three worked by pattern rather than by understanding. A flow handled the paths you drew; an autoreply matched a question to an article and sent it whether or not it fitted.
The current generation answers from your content in its own words and follows procedures you write in sentences. That is a different thing to maintain, and it covers cases nobody anticipated.
What this means practically
They are being removed, together with answers and intents. Since 31 August 2026 they have been in maintenance mode, with only critical bug fixes and support for breaking changes, and on 10 December 2026 they are taken away: any AI agent still on this technology stops functioning that day.
So a flow that works today is not a reason to wait. Anything you build in them now is work you will do again within weeks, and the capabilities that used to sit behind the AI agents - Advanced add-on are already included in the Suite and Support plans, so moving costs effort rather than money.
Moving is a rebuild
Flows do not convert into procedures, because the thing you maintain changes from a diagram to written instructions. Plan it as a project, and use it as an opportunity to drop the paths nobody ever took.
Why this matters when you read
Documentation and forum posts cover all three generations without always saying which. Instructions about dragging nodes onto a canvas are describing the oldest one.
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