Genesys Cloud - Main

Hi all,

Just checking in to see if we have folks actively leveraging AI Guides in their contact center? If so, hoping one of you can help. 

We're attempting to use the newer version of AI guides released last November (v2) and have ran into a few stumbling blocks. 

One key example: We are attempting to Exit with Escalation from a guide when a caller asks to speak with a live agent. When this occurs it is following our logic for most part, but we ask for the caller to please provide a brief summary of their issue to help the live agent. We then attempt to store this as an output variable. We can get the Guide to follow most of that logic consistently, but what we simply haven't figured out is the output variable is never getting set and when we debug in Architect, we don't see the Guide exiting via the Success, Failure or Timeout exit paths nor do we see any of our output variables getting written / set. 

Is there a vital step to leveraging Exit with Escalation and forcing the guide to then successfully provide output variables and take a valid exit path? If we take an Exit with Completion avenue with the AI Guide, then we do see the output variables getting set when debugging and it also takes the Success path when going back into Architect.

Fingers crossed we're missing something. (which we probably are) 

Here is a rough sample of our AI Guide exit w escalation logic in case it helps: (we believe the Guide and our logic here is pretty simple)

# Collect escalation info before transferring to the support team

Escalate to Support
- Ask "To help our support team assist you better, could you briefly describe what you need help with?"
- Store in {{Variable.callerIssue}}
- Go To Escalation Transfer

# Transfer to the support team

Escalation Transfer
- Say "I'm transferring you to a support specialist now."
- Exit with Escalation

As always appreciate any feedback, thanks all!

#AIConfiguration
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#System/PlatformAdministration

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Shane Jenkins
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This post was removed

Thanks Cameron!

Question for you, we are in the FedRAMP region and looked at our AI Guide and we do not see a Configuration Tab. We only see Instructions, Variables and Knowledge. Should the Configuration tab appear here?

Including a screenshot of what our Guides UI looks like today. 

Thanks!

------------------------------
Shane Jenkins
IT Sys Admin Mgr
------------------------------

Original Message:
Sent: 04-22-2026 12:13
From: Shane Jenkins
Subject: AI Guides - Exit with Escalation variables and general feedback

Hi all,

Just checking in to see if we have folks actively leveraging AI Guides in their contact center? If so, hoping one of you can help. 

We're attempting to use the newer version of AI guides released last November (v2) and have ran into a few stumbling blocks. 

One key example: We are attempting to Exit with Escalation from a guide when a caller asks to speak with a live agent. When this occurs it is following our logic for most part, but we ask for the caller to please provide a brief summary of their issue to help the live agent. We then attempt to store this as an output variable. We can get the Guide to follow most of that logic consistently, but what we simply haven't figured out is the output variable is never getting set and when we debug in Architect, we don't see the Guide exiting via the Success, Failure or Timeout exit paths nor do we see any of our output variables getting written / set. 

Is there a vital step to leveraging Exit with Escalation and forcing the guide to then successfully provide output variables and take a valid exit path? If we take an Exit with Completion avenue with the AI Guide, then we do see the output variables getting set when debugging and it also takes the Success path when going back into Architect.

Fingers crossed we're missing something. (which we probably are) 

Here is a rough sample of our AI Guide exit w escalation logic in case it helps: (we believe the Guide and our logic here is pretty simple)

# Collect escalation info before transferring to the support team

Escalate to Support
- Ask "To help our support team assist you better, could you briefly describe what you need help with?"
- Store in {{Variable.callerIssue}}
- Go To Escalation Transfer

# Transfer to the support team

Escalation Transfer
- Say "I'm transferring you to a support specialist now."
- Exit with Escalation

As always appreciate any feedback, thanks all!

#AIConfiguration
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#System/PlatformAdministration

------------------------------
Shane Jenkins
------------------------------

@Shane Jenkins - I don't think you're missing anything as it looks like Cameron's response mixed Agentic Virtual Agents (which do have a Configuration tab) with AI Guides (which don't).

Without seeing the Architect replay of your conversation (which I encourage you to check out), my guess is the reason why the live agent escalation isn't working as expected is because your conversation is exiting the AI Guide and immediately taking the Architect Agent Escalation path instead of the Success path. If that's the case (which it may not be, haha), you may need to update that Agent Escalation event to "Jump to a Reusable Task" that adequately handles your "escalation" scenario. That or disable the Agent Escalation feature so all interactions exit out the AI Guide accordingly.

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Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
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Original Message:
Sent: 04-22-2026 15:58
From: Shane Jenkins
Subject: AI Guides - Exit with Escalation variables and general feedback

Thanks Cameron!

Question for you, we are in the FedRAMP region and looked at our AI Guide and we do not see a Configuration Tab. We only see Instructions, Variables and Knowledge. Should the Configuration tab appear here?

Including a screenshot of what our Guides UI looks like today. 

Thanks!

------------------------------
Shane Jenkins
IT Sys Admin Mgr

Hello Shane, 

I would recommend checking out @Brian Jones response. My wires got crossed and Brain is correct there is no config tab in the AI guides. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 04-22-2026 15:58
From: Shane Jenkins
Subject: AI Guides - Exit with Escalation variables and general feedback

Thanks Cameron!

Question for you, we are in the FedRAMP region and looked at our AI Guide and we do not see a Configuration Tab. We only see Instructions, Variables and Knowledge. Should the Configuration tab appear here?

Including a screenshot of what our Guides UI looks like today. 

Thanks!

------------------------------
Shane Jenkins
IT Sys Admin Mgr