How does the rollout work? Can we roll back?
We move your traffic across in stages, usually 10 to 25%, then 50%, then 100%. We monitor every stage and control the rollback: if anything looks off, we switch traffic back instantly, with no action needed from you.Can some topics run on workflows and others on skills?
No. Each ticket runs entirely on either your workflows or your new concierge, not a mix of both.What changes, and what stays the same?
Your response workflows and topic matching become one concierge with skills. Triage workflows are still available, though some triage logic may move into the concierge during migration. Tools, knowledge, integrations and customer profiles stay as they are. See .How do we see our usage and what we’re charged for?
Check the Impact tab in Lorikeet. Concierge 2 uses new metric definitions, explained in . If you have questions about your usage or billing, speak to your Forward Deployed team.What goes in the concierge, and what goes in a skill?
Rules for every conversation go in the concierge. Steps for one procedure go in a skill, and fixed logic like eligibility checks goes in a code tool. SeeDoes escalation still work the same way?
Yes. When to hand off is set in the concierge’s Ending the conversation section, and procedure-specific handoffs sit in each skill. See .Where did my workflows and guardrails go?
Workflow logic now lives in skills. After migration, your response and fallback workflows stay available read-only for reference, but no longer handle traffic. Guardrails are still under Guardrails.Do we need a separate concierge for each channel?
No. You can build one concierge that supports all your channels, and use a where a channel needs different behaviour.The agent is missing steps. What should we do?
Keep the concierge instructions short, move each procedure into its own skill, and put fixed logic in code tools. See .Can we keep building during the migration?
Yes. Tell your Lorikeet team about any change the same day, so it is copied into the new concierge.How do we know it’s ready?
We build a set of simulations that represents your current workflow logic, and only roll out once the new concierge performs at parity or better. You’ll see an in-app banner showing simulation parity, and we’ll let you know before we scale up production traffic.Can we use Coach to build and edit our concierge?
Yes. Use/build-edit-agent in Coach to build and change concierges and skills.
If we rename a skill, does everything that uses it still work?
Yes. Once you publish the skill under its new name, everything that uses it keeps working, and your concierge sees the new name in its instructions.Do message checks still exist?
Yes. Keep message checks for legal, safety and regulatory cases. Move other rules into the concierge or a skill, because each message check adds time before every reply.Where should knowledge search go?
Givesearch_knowledge to your concierge. It can then answer questions from your knowledge base whether or not a skill matches. Skills can also search the knowledge base, for example for articles specific to their procedure. See .