Bring AI-powered decisioning into workflow automation.
AI Classification introduces an AI-native workflow action that replaces complex keyword-based if/else logic with structured, deterministic classification. Admins can define a short prompt and a fixed set of buckets, allowing AI to always select exactly one predefined outcome and drive workflow branching with semantic context.
This action can be triggered on new conversations or incoming messages, reads the latest inbound message, and routes workflows based on intent, sentiment, language, or other defined criteria. Classification is constrained to predefined buckets only, ensuring workflows remain predictable and never fail due to AI output.
Available on the Professional plan in v1.
Why this matters
- More precise automation – Route conversations based on meaning, not just keywords.
- Predictable outcomes – AI always resolves into predefined buckets for reliable workflow branching.
- Reduced workflow complexity – Replace layered if/else rules with a single AI-powered decision step.
- Scalable support operations – Handle nuanced routing, SLAs, and assignments with semantic understanding.