Genesys Cloud virtual agents and AI Guides

See also

Sources

1. 1
   As of 2026-10-02 the agentic virtual agents overview lists external A2A server integration as a feature coming soon, not as available.

   Agentic virtual agents overview · feature coming soon note · Checked 2026-10-02
2. 2
   Adding the Call Agentic Virtual Agent action to a Virtual Agent-enabled bot flow or digital bot flow changes the flow type to Agentic Virtual Agent.

   Call Agentic Virtual Agent action · supported flow types · Checked 2026-10-02
3. 3
   The Call Agentic Virtual Agent action always runs the latest published version of the agent; draft agents and earlier versions cannot be selected.

   Call Agentic Virtual Agent action · limitations · Checked 2026-10-02
4. 4
   The Call Agentic Virtual Agent action has a maximum timeout of 30 seconds and Genesys recommends setting it below 30 seconds.

   Call Agentic Virtual Agent action · timeout setting · Checked 2026-10-02
5. 5
   The Call Agentic Virtual Agent action reports one of four exit reasons, Error, Escalation, TriggeredByUser or Guardrails, which can be assigned to a variable.

   Call Agentic Virtual Agent action · exit reasons · Checked 2026-10-02
6. 6
   Genesys Cloud agentic virtual agents are Large Action Model (LAM)-powered virtual agents designed in AI Studio that reason across actions and knowledge.

   Agentic virtual agents overview · opening overview · Checked 2026-10-02
7. 7
   Genesys bills 1.2 tokens as soon as an interaction visits a flow containing an agentic virtual agent block, even if that block is never called.

   AI resource consumption billing scenarios · metering details note · Checked 2026-10-02
8. 8
   An interaction that uses a bot flow plus a Virtual Agent is billed 0.5 token per interaction, and one that also uses an agentic virtual agent is billed 1.2 tokens.

   AI resource consumption billing scenarios · mixed resource billing examples table · Checked 2026-10-02
9. 9
   When several AI resources are used in one interaction, Genesys bills the interaction at the highest-rate resource used rather than summing them.

   AI resource consumption billing scenarios · mixed resource billing examples · Checked 2026-10-02
10. 10
    The Genesys Bot Connector (legacy) and the Genesys Digital Bot Connector each allow adding up to five third-party bots.

    About bots · Genesys Bot Connector and Digital Bot Connector entries · Checked 2026-10-02
11. 11
    Genesys Cloud bot options listed on About bots are Digital Bot Flows, Dialog Engine Bot Flows, Amazon Lex V2, Google Dialogflow CX, Google Dialogflow ES, Nuance Mix Bot, Genesys Digital Bot Connector and the legacy Genesys Bot Connector.

    About bots · list of bot integrations · Checked 2026-10-02
12. 12
    About bots describes the Amazon Lex V2 integration as calling Lex bots in Architect voice flows.

    About bots · Amazon Lex V2 entry · Checked 2026-10-02
13. 13
    Dialogflow CX usage through Genesys Cloud is priced by Google monthly based on edition, plan, requests, audio duration and interaction duration.

    Google Cloud Dialogflow CX integration overview · billing · Checked 2026-10-02
14. 14
    The Google Cloud Dialogflow CX integration is not supported with BYOC Premises or premises-based Edge (LDM), and is incompatible with an HTTP proxy configured on Edge.

    Google Cloud Dialogflow CX integration overview · limitations · Checked 2026-10-02
15. 15
    Genesys Dialog Engine Bot Flows are built in Architect and invoked from call, chat and message flows with the Call Bot Flow action.

    About Genesys Dialog Engine Bot Flows · overview · Checked 2026-10-02
16. 16
    Genesys Dialog Engine Bot Flows are PCI DSS-compliant and can be used in Architect secure call flows.

    About Genesys Dialog Engine Bot Flows · overview note · Checked 2026-10-02
17. 17
    Genesys Cloud does not guarantee message order through the Digital Bot Connector because processing is asynchronous and distributed.

    Genesys Digital Connector overview · message ordering caveat · Checked 2026-10-02
18. 18
    With the Genesys Digital Bot Connector, bots can send images, videos, rich text and file attachments, but customers can send only text to the bot.

    Genesys Digital Connector overview · rich media support · Checked 2026-10-02
19. 19
    A published guide runs through the Call Guide action in an Architect bot flow or digital bot flow that is enabled with Virtual Agent.

    Connect guides to your Virtual Agent flows · connection method · Checked 2026-10-02
20. 20
    A guide can be created three ways: generated from an AI prompt, converted from an uploaded process document, or built from a blank template.

    AI Guides overview · create a guide · Checked 2026-10-02
21. 21
    Genesys Cloud AI Guides lets business users design agentic AI-powered virtual agents with natural-language instructions, without writing complex logic or code.

    AI Guides overview · opening definition · Checked 2026-10-02
22. 22
    When agent escalation is enabled on the Virtual Agent flow, a guide does not use the handover and confirmation prompts; the virtual agent generates its own escalation prompt.

    Connect guides to your Virtual Agent flows · agent escalation · Checked 2026-10-02
23. 23
    Adding a Call Guide action converts the Architect flow to the Agentic Virtual Agent flow type.

    Connect guides to your Virtual Agent flows · connection method · Checked 2026-10-02
24. 24
    AI Guides are created and edited in AI Studio and require the Genesys Cloud AI Experience license and AI Studio permissions.

    AI Guides overview · requirements / authoring location · Checked 2026-10-02
25. 25
    A guide can have at most 20 data actions.

    Connect guides to external services with data actions · data action limits · Checked 2026-10-02
26. 26
    A single guide can have at most 50 variables.

    Variables in guides · variable limits · Checked 2026-10-02
27. 27
    An updated AI Guides model took effect on November 10, 2025; guides created on or after that date use the updated model, and earlier guides stay on the old model.

    Transition existing AI Guides to the updated model · opening paragraph · Checked 2026-10-02
28. 28
    Unlike Ask actions, the Call Guide action does not prepend the flow's global No Match or No Input prompts.

    Connect guides to your Virtual Agent flows · no match / no input handling · Checked 2026-10-02
29. 29
    As of 2026-10-02 Genesys documentation reviewed here gives no end-of-support date for old-model guides, only that a later sunset is expected.inferred

    Transition existing AI Guides to the updated model · guide treatment by creation date · Checked 2026-10-02
30. 30
    Guides on the pre-November-2025 model are limited to five variables and four data actions per guide, plus restrictions on data action parameters.

    Transition existing AI Guides to the updated model · old model constraints · Checked 2026-10-02
31. 31
    A guide must be published in AI Studio before it can be selected in the Call Guide action, and the organization must have Virtual Agent enabled.

    Connect guides to your Virtual Agent flows · prerequisites; connection process · Checked 2026-10-02
32. 32
    The updated guides model adds predefined commands as building blocks and a built-in syntax checker that validates a guide before publication.

    Transition existing AI Guides to the updated model · new model advantages · Checked 2026-10-02
33. 33
    An old-model guide is moved to the updated model by regenerating it, either by using its guide summary as an AI prompt or by uploading the old guide text as a document; there is no in-place conversion.

    Transition existing AI Guides to the updated model · transition methods · Checked 2026-10-02
34. 34
    Guide variables have one of four availability directions: Input, Output, Input & Output (exchanged with the Virtual Agent-enabled Architect flow), or Guide only.

    Variables in guides · availability directions · Checked 2026-10-02
35. 35
    Once a guide is published, all its variables except Guide only variables are locked and only their descriptions can be edited; changing a data type requires a new variable.

    Variables in guides · published guide constraints · Checked 2026-10-02
36. 36
    Guides can take several seconds to process a turn, which can cause silence on voice calls; Genesys addresses this with a Voice Processing Prompt.

    Connect guides to your Virtual Agent flows · limits / timeout guidance · Checked 2026-10-02
37. 37
    Bot flow knowledge answers can be presented as Standard (full article), Highlight (LLM-highlighted answer within the article) or Generative (AI-generated answer from the article).

    Add knowledge to your bot flow · answer types · Checked 2026-10-02
38. 38
    Standard bot flows connect knowledge through the knowledge workbench, while Virtual Agent-enabled flows use knowledge fabric knowledge configurations.

    Add knowledge to your bot flow · overview · Checked 2026-10-02
39. 39
    Before using the Amazon Lex V2 integration you must enable the AWS STS regional endpoint for your organization's region and supply an IAM role ARN in the integration's credentials.

    Configure and activate the Lex V2 integration in Genesys Cloud · prerequisites; credentials step · Checked 2026-10-02
40. 40
    The Genesys Cloud tokens model meters agentic virtual agents at 1.2 tokens per interaction.

    Genesys Cloud tokens model · Genesys Cloud AI Experience metering details · Checked 2026-10-02
41. 41
    For Virtual Agent billing, a single interaction is contained by a single billingID.

    Genesys Cloud tokens model · expandable section: Virtual Agent interactions explained · Checked 2026-10-02
42. 42
    Digital bot flows are metered at 51 sessions per token.

    Genesys Cloud tokens model · bot flow metering · Checked 2026-10-02
43. 43
    A digital Virtual Agent interaction ends for billing after a 72-hour inactivity (asynchronous) timeout.

    Genesys Cloud tokens model · expandable section: Virtual Agent interactions explained · Checked 2026-10-02
44. 44
    A billable Virtual Agent interaction ends on an end-interaction event: Exit or Disconnect action, participant hangup, Transfer to ACD, unexpected-error, recognition-failure or max-no-input handling, agent escalation, or digital inactivity expiry.

    Genesys Cloud tokens model · expandable section: Virtual Agent interactions explained · Checked 2026-10-02
45. 45
    The AI token fair-use allocation is 250 tokens per month per organization on named licensing and 350 tokens per month per organization on concurrent licensing.

    AI token billing · fair use allocation · Checked 2026-10-02
46. 46
    The tokens model revision of 2026-06-01 removed token charges for AI guides, and the article states AI guides no longer incur token charges.

    Genesys Cloud tokens model · revision history entry 2026-06-01 · Checked 2026-10-02
47. 47
    Genesys Cloud AI tokens renew each month and do not carry over to future months.

    Genesys Cloud tokens model · introduction · Checked 2026-10-02
48. 48
    Genesys bills AI token overage monthly in arrears regardless of contract type.

    AI token billing · billing frequency and overage · Checked 2026-10-02
49. 49
    The Genesys Cloud AI experience page gives the per-token list price range as USD 1.00 up to JPY 120 per token depending on currency.

    Genesys Cloud AI experience · Genesys Cloud tokens-based pricing model section · Checked 2026-10-02
50. 50
    The Genesys Cloud tokens model meters Virtual Agent at 0.5 tokens per Virtual Agent interaction.

    Genesys Cloud tokens model · Genesys Cloud AI Experience metering details · Checked 2026-10-02
51. 51
    For voice bot metering, each call is rounded up to the next 15-second increment.

    Genesys Cloud tokens model · bot flow metering; revision history 2026-07-12 (clarified rounding guidelines for voice bots) · Checked 2026-10-02
52. 52
    Voice bot flows are metered at 17 minutes per token.

    Genesys Cloud tokens model · bot flow metering · Checked 2026-10-02
53. 53
    To reverse a Virtual Agent upgrade you export a previous version of the flow that was not Virtual Agent-enabled and import it, losing all changes made since the upgrade.

    Add Virtual Agent to your voice or digital bot flow · upgrade section, downgrade note · Checked 2026-10-02
54. 54
    A new Architect Bot Flow or Digital Bot Flow becomes Virtual Agent-enabled by selecting the Enable Virtual Agent check box in the Create flow dialog.

    Add Virtual Agent to your voice or digital bot flow · procedure: enable Virtual Agent on a new flow · Checked 2026-10-02
55. 55
    Genesys Virtual Agent uses generative AI to automatically generate intents and utterances for natural language understanding in bot flows and digital bot flows.

    About Genesys Virtual Agent · opening overview; pre-contact capability · Checked 2026-10-02
56. 56
    During a contact, Genesys Virtual Agent can search knowledge base articles and highlight answers from their content, and the About page scopes this capability to digital channels only.

    About Genesys Virtual Agent · during-contact capability · Checked 2026-10-02
57. 57
    Adding Virtual Agent to a bot flow requires the Genesys Cloud CX AI Experience offering.

    Add Virtual Agent to your voice or digital bot flow · prerequisites · Checked 2026-10-02
58. 58
    After a contact, Genesys Virtual Agent can automatically summarize the bot conversation and apply a wrap-up code to the bot interaction.

    About Genesys Virtual Agent · after-contact capability · Checked 2026-10-02
59. 59
    A Virtual Agent-enabled flow consumes AI Experience tokens once it is published and runs.

    Add Virtual Agent to your voice or digital bot flow · warning in upgrade section · Checked 2026-10-02
60. 60
    Virtual Agent upgrade must be done one flow at a time; there is no bulk upgrade of all voice or all digital bot flows.

    Add Virtual Agent to your voice or digital bot flow · note in upgrade section · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Genesys Cloud virtual agents and AI Guides. WarmTransfer. https://warmtransfer.net/knowledge/genesys-cloud-virtual-agents

@misc{warmtransfer-genesys-cloud-virtual-agents,
  title  = {Genesys Cloud virtual agents and AI Guides},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/genesys-cloud-virtual-agents},
  note   = {Verified 2026-10-02}
}