AI Guides in Genesys Cloud has an updated model, which is effective from November 10, 2025. All guides created after this date are associated with the new model while the previously created guides (old model) remain supported until a later date. The new model offers a structured approach to building guides that makes virtual agents more reliable and consistent while reducing the risk of hallucinations.

The new model includes:

• Predefined commands that act as building blocks of your guides. For more information, see Write and publish guides.
• Increased limits for variables and data actions in each guide.
• A built-in syntax checker to validate your guides before publication. For more information, see Validate your guide using checker.

Transition your existing guides to the updated model

The guides based on the old model (created before November 10, 2025) must still adhere to the limits such as five variables per guide, four data actions per guide, and other restrictions around data action parameters. After this date, the guides can only be created using the new model. The built-in syntax checker and other benefits included in the new model are not applicable for guides based on the old model.

To transition your existing guides to the new model, do one of the following steps:

• Use the summary of the guide as an AI prompt and generate a new guide in the new model format.
• Upload the text of the old guide using the document upload feature and generate a new guide in the new model format.